Paul Smith

Product Owner on the Innovations Team at Meridian Cooperative. This team was created in 2019 to deliver new ancillary products and improve core features/functionality across the existing product line.

• Improved product quality by collaborating with cross-functional teams in designing and implementing new features.
• Optimized project timelines by effectively coordinating with stakeholders on requirements gathering and scope definition.
• Managed backlog prioritization and refinement, ensuring timely completion of high-priority tasks.
• Enhanced user experience by conducting usability testing and incorporating valuable feedback into product improvements.
• Evaluated competitive landscape to inform strategic decisions regarding feature prioritization, pricing, and positioning.
• Mentored junior team members, fostering a collaborative environment that nurtured professional development and growth within the organization.
• Contributed to revenue growth by identifying new market opportunities and driving innovative product enhancements based on customer needs analysis.
• Coordinated successful product launches through meticulous planning, organizing marketing efforts, training sales teams, and providing ongoing support postlaunch.
• Fostered strong relationships with external vendors/partners by maintaining open lines of communication throughout all phases of project execution—from ideation to deployment—ensuring seamless integration of third-party technologies.

• Improved network efficiency by implementing and managing system updates and patches.
• Enhanced network security through installation, monitoring, and maintenance of firewalls and antivirus software.
• Reduced downtime with proactive identification and resolution of IT issues.
• Optimized server performance by conducting regular audits, identifying areas for improvement, and implementing necessary upgrades.
• Improved employee satisfaction by promptly addressing technology-related concerns raised during periodic performance evaluations.
• Led server infrastructure development, quality assurance, staging and production systems.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.
• Maintained network hardware and software and monitored network to support network availability to end users.
• Monitored system performance and responded to alerts.
• Managed computer operation scheduling, backup, storage and retrieval functions.
• Assisted IT staff on troubleshooting issues and closing calls.
• Diagnosed and resolved hardware and software issues.
• Monitored networks and network devices to resolve technical problems quickly.

• Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
• Increased system efficiency through the implementation of proactive maintenance measures and regular updates.
• Streamlined help desk operations by implementing an effective ticket management system.
• Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
• Collaborated with cross-functional teams to implement IT projects, ensuring seamless integration with existing systems.
• Managed hardware inventory, maintaining adequate stock levels to minimize disruptions due to equipment failure or shortages.
• Developed technical documentation for internal use, simplifying processes for team members and end-users alike.
• Implemented remote support tools to expedite issue resolution and reduce the need for in-person assistance.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Assisted with updating technical support best practices for use by team.
• Documented support interactions for future reference.
• Configured hardware, devices, and software to set up work stations for employees.
• Maintained servers and systems to keep networks fully operational during peak periods.