1. PAUL R. GALIPEAU
7, MONTGOMERY DR.
MILLBURY, MASS. 01527
(508)752-4605 (H)
(508)277-9379 (C)
S u m m a r y
Over 20 years of customer service, technical support, and management experience. While
managing these teams I have developed extensive knowledge interfacing and managing International
teams located in India, Canada, US, and Mexico. I have also developed expertise for building and
managing budgets associated with the near-shore, offshore, and on-shore services in excess of 10
million dollars annually. Understanding of 6Sigma process improvement methodology, as well as ITIL
framework. Identified 16 projects over the last 2 years delivering on 2.9 Million dollars in overall
savings.
P r o f e s s i o n a l E x p e r i e n c e
C o m p u C o m Dec.2009 to Present
Tewksbury, Mass.
Services Director- Manage international teams with 335 associates spanning across 4 countries
India, Canada, US, and Mexico. Our teams provide a variety of services, Contact Center for direct
interface with our clients, Technical Triage for expedited problem diagnosis and part identification,
Incident management for cradle to grave case monitoring and defect correction, and Technical
support to support our Field services techs when they cannot resolve a problem. Developed
business continuity plan to minimize impact to our customers in the event of a localized outage.
Achieved savings in excess of 2.9 million dollars in 6Sigma process and strategy improvements.
G e t r o n i c s Nov., 2003 to Dec.2009
Tewksbury, Mass.
Director Managed Services- Managed over 275 staff with 10 direct reports supporting 10 different
outsourced accounts. Responsibilities include managing account growth, budgeting and P&L
performance. Accountable for maintaining service levels while insuring a high level of quality to
our customers. Developed business continuity solution to minimize customer impact in the event
of an outage. Achieved 1.5 Million dollars in 6Sigma process improvements.
G e t r o n i c s Nov. 1999 to Nov. 2003
Tewksbury, Mass.
2. Site Manager, Enterprise Managed Services - Responsibilities include managing account
growth and activities. Maintaining service levels while insuring a high level of quality to our
customers. Responsible for maintaining budget and P&L performance. Managed infrastructure to
support Service desk growth in the last 12 months from 40 to a steady state of 165 analysts.
Provide consulting support to our customers, delivered recommendations for optimizing their
operations to better support their user base. Maintain a low attrition rate in the level 1 service
desk and virtually no turnover in the level 2 and level 3 groups.
W a n g L a b s Nov. 1998 to Nov. 1999
Tewksbury, Mass
Service Desk Manager- Manage a 70 associate service desk supporting the following clients:
Atlantic Richfield, Verizon, 3M, McDonalds, Cannon, and Nexar Computer Systems.
Associate performance management of support team personnel. Exceed customers support
quality and service level expectations. Developed a support and escalation structure to meet
service and business requirements. Also developed a high response field service technician
assist group to assure high confidence level for on-site resolution to meet and exceed contracted
service level agreements. Act as a point of escalation for customer requests. Responsible to
develop and maintain employee performance reward plans to assure positive team morale and
minimizing attrition within the service desk teams.
W a n g L a b s March 1997 to Nov. 1998
Tewksbury, Mass.
Service Desk Team Leader- Responsible for a 15 Analyst group supporting OEM PC desktops
hardware, software and associated peripherals. Assure all agents availability to support incoming Technical
support calls from our clients. Manage incoming demand for service to the optimum agent staff
requirements.
W a n g L a b s Feb. 1995 to March 1997
Billerica, Mass.
Customer Support Analyst- Direct responsibility for technical support and Service desk support of two
major accounts, ITT Sheraton and Monitor consulting companies. Other responsibility includes- Network
management alert escalation and management, which include detecting a network failure and working with
desk side team to resolve the issue. Responsible to attend off site customer meetings, and contract
negotiations. Assisted in development and testing of ISO9000 work instructions.
Received a Certificate of Recognition as a Quality Performer
W a n g L a b s ( H o n e y w e l l B u l l ) Jan. 1991 to Feb. 1995
Billerica, Mass.
Remote Support Specialist- Tier 1 group specialist responsible for technical support of
Multi-Vendor Services, Desktop Computing Systems, and proprietary mini computing systems.
W a n g L a b s ( H o n e y w e l l ) Jan. 1980 to Jan. 1991
WALTHAM, MASS.
Customer Service Engineer in Charge
3. Eleven years providing direction and management to Field services engineer in the North East region of
the United States. My responsibilities included organize and schedule workload for field staff and backup
technical support. Focus on services consistency and meeting the customer expectation as well as
contracted on-site service levels. By 1986 our team won the award for the best performing Field Services
district of the year.
W a n g L a b s ( I n c o t e r m ) Nov. 1976 to Jan. 1980
Northboro, Mass.
Senior systems test technician- Responsible for United Airline system test and repair
E d u c a t i o n
Getronics
High performance leadership training
Help Desk Institute
How to Manage and Improve Service Desk Operations
Program Management
Boston University Utilizing Microsoft Project
Catapult Training
Excel 5.0 for Windows Fundamentals
Excel 5.0 for Windows Tools & Techniques
Supporting Fundamentals of Microsoft Windows NT
Supporting Microsoft Windows NT
Supporting NT Workstation
Quinsigamond Community College
WORCESTER, MASS.
Focus on Technologies & Management
Bull Information Systems Training
Product and software training
Getrinics
Security Awareness
Managing Budgets Effectively
The Mark of a Leader
Office Safety
Behavior-based Safety for Supervisors
4. Hazard Communications
6Sigma Greenbelt Sponsor
Identify 5 greenbelt projects per year
Conduct toll gate project reviews
Evaluate financial return on investment
Certifications:
ITIL Foundations Version 2 #35537
ITIL Foundations Version 3 #10094682
A+ certified #55CDT0886
Microsoft Networking Basics Certification #924DTTT0506
Additional Responsibilities
• Managing OEM help desks support groups
• Point person for Microsoft ASC (authorized support center)
o Scheduled training and certifications to exceed requirement for the Microsoft
ASC
• Develop customer reports
• Mass Net Day support group coordinator
o Linked Mass Public Schools networks together as well as provided access to the
World Wide Web
• Service Desk Consultant project for Atlantic Richfield
• Member of the employee activities committee
• Member of Getronics Safety Committee
• First Aid, CPR and AED approved
5. Professional References:
Mike Leccese
Technical Needs Staffing President
Nashua N.H.
603-894-4970
James Hoffman
Philips, Global Account Manager
2230 Country Creek Way
Richmond, TX 77469
Chris DeLuca
Pharmaceutical
Cambridge, Mass.
Emmet Millett
State of Mass., Service Desk Operations Manager
Amy Callen
Sr. Transition Manager
CompuCom Systems
Joe Caso
Sr. Manager CompuCom Systems
Winterport, Me
Zane Chenault
Services VP CompuCom Systems
Dick Boynton
Senior VP CompuCom
Retired
Personal Reference:
6. Gary Leach
Smith & Wesson, Human Resource VP
508-366-0252
-----Original Message-----
From: Bean, Karen
Sent: Wednesday, March 01, 2000 11:29 AM
To: Galipeau, Paul
Cc: Wylie, Steve; Weiner, Mark
Subject: Continued Great Job on Arco!
Paul, I received a phone call from Mark Weiner today to inform me again of the wonderful job that you
and your team are doing on Arco. More importantly, not only does our PM feel you and your team are
performing in an outstanding manner, the customer does as well. Congratulations to you and your
team! If you want to provide them with a performance plus check for this success, I am sure Steve will
sign.
Thanks again and please make sure your team is aware of this note of thanks.
Karen R. Bean
V.P. Enterprise Support Center
karen.bean@getronics.com
713/852-5914
