Paula Scott

• Maintain and enhanced client relationships, ensuring satisfaction and exceptional service delivery.
• Review and approved hardware and software procurement requests.
• Conduct weekly team meetings and provided regular status reports.
• Oversee daily support activities, guiding a team of 10+ direct reports.
• Manage ticket queues to ensure SLA compliance and prompt issue resolution.
• Act as the main point of contact for client inquiries, issues, and escalations.
• Collaborate with business units on projects like server migrations, network upgrades, and cyber initiatives.
• Develop strategies for upselling and cross-selling products or services.
• Monitor client satisfaction, proactively addressing concerns.
• Prepare monthly reports on team performance, client satisfaction, and projects.
• Stay updated on industry trends and best practices to improve client services.

Vendor/Asset Management
• Conduct regular inventory audits to ensure accurate asset records and optimize utilization.
• Manage acquisition of software and IT assets, aligning with organizational needs and budgets.
• Collaborate with the asset governance team for compliant disposal of obsolete IT equipment.
• Work with departments to forecast asset needs for timely procurement and deployment.
• Maintain vendor relationships to manage orders, tech support, and resolve procurement issues.
• Oversee IT asset disposal, coordinating with recycling vendors for compliance.

• Implemented and deployed enterprise policies and standards.
• Provided IT support for 700 local users and 200 remote users across multiple locations.
• Evaluated end-user proficiency and coordinated training programs within budget.
• Researched and reported on new technologies for potential implementation.
• Developed and tracked hardware/software budgets.
• Managed asset inventory, logistics, and M/A/C (moves, adds, changes) processes.
• Handled purchasing and procurement, vendor management, and invoice processing.
• Prepared and reported monthly financial forecasts and status reports.