Summary
Overview
Work History
Education
Skills
Timeline
Generic

Paul E Doherty

Installation Coordinator
Methuen,MA

Summary

In my role as an Installation Coordinator, I am responsible for managing complex installation schedules, liaising between clients, technicians, and management to maintain clear communication and timely project completion. I consistently demonstrate strong problem-solving abilities, tackling logistical challenges and technical obstacles while maintaining high standards of customer satisfaction.

Overview

26
26
years of professional experience
10
10
years of post-secondary education

Work History

Customer Service Analyst 3

Oracle
11.2014 - Current
  • Deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for the needs of the customer
  • Meeting with customers remotely as main point of contact to develop installation strategies
  • Including Kick-off meetings, technical meetings, and handover meetings coordinated with staff to facilitate all aspects of engagement
  • Maintaining strong customer focus from start to finish while provide excellent communication
  • Calm and professional demeanor enables him to diffuse escalating situations
  • Lead customer liaison for 4 -10 strategic, top-revenue Support accounts, and will attend one-on-one meetings with representatives of the strategic accounts
  • Managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses
  • Identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring

Business Analyst 3

Oracle
09.2010 - 11.2014
  • Participated in a Global Testing of processes for the development of the GSI system
  • Subject Matter Expert for part processes within North America
  • Developed all part processes for North America Dispatch
  • Traveled numerous times over the last two years, Domestic as well as International
  • Secondary trainer for Dispatch while in Costa Rica
  • Responsible for updating and maintaining Part Process docs to align Globally

Business Analyst 2

Sun Microsystems/Oracle
07.2007 - 09.2010
  • Worked with business users and SMEs to gather expectations of the new system
  • Worked as an Interface between the users and the different teams involved with application development to enhance understanding of the business
  • Interacted frequently with the Project Manager and made suggestions about areas that required attention
  • Worked on a Global Sigma Team in development of a Customer Entitlement Program
  • Was asked by the team to present my suggestions to the Global VP who approved all suggestions
  • Worked under the general supervision of senior staff with some latitude for the exercise of independent judgment
  • Created workflow diagrams to depict the interaction between the various actors and the system
  • Presented project progress reports and status reports to the management throughout the duration of the project
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group - executives, managers, and subject matter experts

Time and Material Business Analyst

Sun Microsystems
05.2005 - 07.2007
  • Create, modify, and implement revenue generating services for the customer service organization
  • Northeast Area Representative working with Field Service Managers to reconcile customer financial responsibility in regard to computer parts
  • Outgoing calls and e-mails to customers who did not return their defective parts within thirty days
  • Wrote up billing information and provided to Finance
  • Assisted in generating over 14 million dollars in one fiscal year

Inbound & Outbound Customer Service Supervisor

Sun Microsystems
11.2002 - 05.2005
  • Supervised and coordinated activities of workers engaged in customer service activities
  • Planned, prepared, and devised work schedules, according to budgets and workloads
  • Observed and evaluated workers' performance
  • Issued instructions and assigned duties to workers
  • Trained and instruct employees

Customer Service Representative

SSG, Sun Microsystems
05.2000 - 11.2002
  • Responsible for monitoring and following up on assigned customer issues
  • Monitored CTE Escalations acting as a liaison between the CTE engineer and the Sun customer
  • As well as, provided temporary, obsolete, and binary fixes to the customer as needed
  • Created, ordered and distributed patches to Sun customers
  • Educated and assisted customers on procedures for downloading patches from Sunsolve
  • Ordered RDA kits and performed connectivity testing for Remote System Monitoring

Logistics Representative

USCO Logistics
05.1999 - 05.2000
  • Notify consignees, passengers, or customers of the arrival of freight or baggage, and arranged for delivery
  • Advised clients on transportation and payment methods
  • Negotiated and arranged transport of goods with shipping or freight companies
  • Contacted vendors and/or claims adjustment departments in order to resolve problems with shipments or contact service depots to arrange for repairs

Education

MBA - Business Management

Southern New Hampshire University
Hooksett, NH
05.2005 - 07.2007

Bachelor of Science - Business Administration

Hesser College
Salem, NH
05.2001 - 05.2009

Skills

1 Project Management

2 Technical Proficiency

3 Communication Skills

4 Problem-Solving

5 Organizational Abilities

6 Team Collaboration

7 Adaptability

8 Knowledge of Industry Standards

9 Customer-Focused Mindset

10 Administrative Skills

Timeline

Customer Service Analyst 3

Oracle
11.2014 - Current

Business Analyst 3

Oracle
09.2010 - 11.2014

Business Analyst 2

Sun Microsystems/Oracle
07.2007 - 09.2010

MBA - Business Management

Southern New Hampshire University
05.2005 - 07.2007

Time and Material Business Analyst

Sun Microsystems
05.2005 - 07.2007

Inbound & Outbound Customer Service Supervisor

Sun Microsystems
11.2002 - 05.2005

Bachelor of Science - Business Administration

Hesser College
05.2001 - 05.2009

Customer Service Representative

SSG, Sun Microsystems
05.2000 - 11.2002

Logistics Representative

USCO Logistics
05.1999 - 05.2000

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Paul E DohertyInstallation Coordinator