Summary
Overview
Work History
Education
Skills
Languages
Timeline
Hobbies and Interests
Generic

Paul Harris

Clover

Summary

Dynamic, goal-oriented leader with a proven track record in coordinating and communicating effectively with cross-functional teams, vendors, and key stakeholders. Expertise includes Major Incident Management, comprehensive documentation of critical incidents and processes, and in-depth analysis of application and server telemetry. Skilled in overseeing complex organizational projects and managing overnight change workloads to ensure seamless operations. A strong commitment to driving continuous improvement throughout my organization and fostering collaboration enhances our ability to achieve strategic objectives.

Overview

11
11
years of professional experience

Work History

IT Manager

Charter Communications
02.2023 - Current
  • For Charter Communications Major Incident Management team, oversee the day-to-day production outage support for all of Charter’s Business organizations. Provide details, guidance, and perform escalations to leadership and key stakeholders. Oversee and drive the coordination, communication, resolution, and documentation of all major production outages ensuring all are delivered in a timely manner. Review and adjust internal and vendor escalation documentation. Oversee the progress and coordination of scheduled maintenance across the Product and Technology organization.

IT Supervisor

Charter Communications
07.2022 - 02.2023
  • For Charter Communications Major Incident workload team, provide direct guidance and oversee the Incident Management team regarding coordination, communication, resolution, and documentation of production outages. Assist the team with any Subject Matter Expert (SME) engagements. Ensure the team is following proper escalation communication procedures. Provide detailed, accurate, and timely communications to my leadership.


Sr. System Support Specialist

Charter Communications
05.2021 - 07.2022
  • For Charter Communication Major Incident Management team, provided support while driving towards resolution for all critical P1 and P2 production outages in the IT organization. Organized, facilitated, and managed conference bridge calls in relation to outages. Made necessary Subject Matter Expert engagements and maintained an accurate timeline and notes of the event.


System Support Specialist

Charter Communications
11.2018 - 05.2021
  • For Charter Communication Major Incident Management team, provided support while driving towards resolution for all level of outage events throughout the IT organization. Performed network, application, and infrastructure monitoring for the entire organization. Assisted with investigating and routing Single Customer Issues (SCI) when escalations were needed to cross functional teams. Documented all findings and actions taken with incidents in their respective tickets. Consistently reviewed escalation process for accuracy and adjustments.


HelpDesk Technician, PC/Network Technician, Desktop Support, Service Desk Tier 2 Analyst

Hargray Communications, Kershaw County, Charleston County, Westinghouse Nuclear
11.2014 - 11.2018
  • Prior to my tenure at Charter Communications, I held several Service Desk and Desktop support roles. With Hargray Communications, now Cable One, I was a frontline HelpDesk Technician responsible for assisting customers in addressing technical issues with their telephone, television, and internet issues via phone and email.
  • I worked with Kershaw County in South Carolina as a PC/Network technician where, as a three-man team, we were responsible for supporting all of the county’s IT infrastructure and 450 county employees. During my time here we also did a partial computer fleet refresh for computers that were up on their leases.
  • With Charleston County, I was a member of their Desktop Support team where we were responsible for assisting with the deployment of Office 365 to the user base, approximately 1600 users and devices in all. We handled all desktop and laptop hardware issues and facilitating imaging when necessary.
  • With Westinghouse Nuclear, I was a Service Desk Tier 2 analyst. In this role, we supported the company’s internal and contractor user base via phone, chat, and email in addressing issues with applications, network, and hardware. As a Tire 2 Analyst we were also responsible for triaging and contacting users regarding security alerts and assisting with Access requests via Active Directory. As the Service Desk had just been brought internal to the company, the Tier 2 analysts also assisted with constructing training and documentation for the Service Desk.

Education

Cybersecurity -

Purdue Global
West Lafayette, Indiana
12.2026

BA - Spanish

Presbyterian College
Clinton, South Carolina
05.2014

Skills

  • Interdepartmental cooperation
  • Employee talent development
  • Strategic Operations management
  • Collaborative team management
  • Excellent communication
  • Effective task management
  • Collaborative decision-making

Languages

English
Native or Bilingual
Spanish
Professional Working

Timeline

IT Manager

Charter Communications
02.2023 - Current

IT Supervisor

Charter Communications
07.2022 - 02.2023

Sr. System Support Specialist

Charter Communications
05.2021 - 07.2022

System Support Specialist

Charter Communications
11.2018 - 05.2021

HelpDesk Technician, PC/Network Technician, Desktop Support, Service Desk Tier 2 Analyst

Hargray Communications, Kershaw County, Charleston County, Westinghouse Nuclear
11.2014 - 11.2018

BA - Spanish

Presbyterian College

Cybersecurity -

Purdue Global

Hobbies and Interests

Gaming, Technology, Pickleball, Cross Stitch, Anime, Travel

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