This document provides a summary of James M. Paul's career experience and qualifications. It lists his contact information and summarizes his experience in marketing, operations, and customer service roles in information technology and telecommunications spanning over 30 years. It then lists his job titles and employers, highlighting his experience as a project/program manager, service manager, operations manager, and staff manager. It also outlines his leadership and decision-making strengths and provides details of his experience at various employers such as Allied Telephone, Verizon Business, Verizon, Bell Atlantic, and NYNEX.

1. James M. Paul
1 Hetrick Point Road
Wanamassa, NJ 07712
(732) 776-7730
jpaul92757@aol.com
Summary: Creative, results-oriented professional with vast experience in increasingly
responsible positions in Marketing, Operations, and Customer Service of Information
Technology and Telecommunications Industry. Listed below is a summary of Job Titles
highlighting my career in these areas.
JOB TITLES:
PROJECT/PROGRAM MANAGER
SERVICE MANAGER
AREA OPERATIONS MANAGER
STAFF MANAGER
OPERATIONS MANAGER
Performance Strengths:
Leadership - Persuasive leader in both vendor to customer and supervisory situations. Fosters
a team approach to meet or exceed revenue, unit sales, deliverable objectives and operational
benchmarks.
Decision Making - Demonstrates the ability to handle issues without supervisory intervention.
Continually seeks to affect the widest scope of any operation, responsibility, or assignment
which offers a challenge. Excels in creating win-win situations where competing objectives must
be reconciled.
Experience:
Allied Telephone
02/09-Present
On Site Technical Consultant at Showboat Casino Atlantic City, NJ. Manage Nortel Option
81C PBX Switch for the Casino. Responsibilities include: MACD: Moves, Adds, Changes, and
Disconnects, of Property phones. Program, repair, or replace, Hotel guest room phones,
administrative phones, as well as all Casino and House phones. Programming Announcement
and Voicemail Services, Troubleshooting PBX issues, Troubleshooting, escalating T-1/PRI
issues with appropriate Carriers and Tier II support.

2. Verizon Business
04/06-02/09
Service Manager Corporate East/West Accounts. Supported a deck of Corporate Customers
in various industries i.e. Casinos in Atlantic City, Hospital Systems, Food Service, Medical
Services, and System Integrators. Responsibilities included Customer Single Point of Contact
for all issues with Verizon Business including billing disputes, repair/maintenance resolution.
Hosted monthly meetings to resolve any open issues and addressed all other aspects of the
Customer relationship with Verizon Business. Worked as an integral part of the overall Sales
Account Team assigned to the Customer to provide account management throughout the sales
cycle from contract inception through service delivery.
Verizon
09/01 – 04/06
Service Manger in the ISP Markets 09/01 through 07/03 Partnered with Verizon Customers in
all areas of Service: maintenance repair resolution/escalations, provisioning/installation oversight,
billing escalations with Verizon Core Companies, Monthly meetings/conference calls for
tracking Open Action Item registers. 07/03 through 04/06: Service Manager for Corporate and
Government/Education Customers.
Verizon – New York
03/01 – 08/01
Business Marketing/Custom Solutions – Responsible for analyzing, developing, and delivering a
product for the Enterprise Services Group and affiliated sales organizations. The Services
include Customer Relations Management, Managed Call Center Services, and Enterprise-Wide
Network Service Solutions.
Bell Atlantic - New York
8/98 – 3/01 – Senior Project Manager – Bell Atlantic Major Customer Services
Performed two major functions as a member of Regional Vice President Staff. Acted
as the Staff Contact for Budgets/MCSC Regional Vice President. Analyzed Expense
Budgets/Results at VP and Director Level. Scheduled monthly Book Closings, monitored
performance and prepared executive level summaries, assisted Directors in identifying problem
areas and ensuring corrective actions and/or adjustments. Executed yearly Capital Expense
plans and implemented disbursement with Finance Group.
Executed the deployment of Bell Atlantic Long Distance Service offerings to Tier 1 Customers
handled through MCSCs. Acted as SPOC for all LD issues, attended meetings, conference
calls, participated in operational review testing of operational support services.

3. 1/97-8/98 - Senior Project Manager - Bell Atlantic North Project Management Group
Executed Project Management functions for NYNEX Call Answering Service. Ensured timely
and efficient NYNEX Central Office/NYNEX Voice Mail Platform (Octel and Centigram)
growth and capacity planning for entire state of New York. Produced effective Work
Breakdown Structures for all activities and ensured compliance throughout internal NYNEX
departments and with external vendors. Served as Subject Matter Expert for Manhattan District
in area of NYNEX Voice Mail/Call Answering. Participating member of NYNEX Voice Mail
Core Committees and Future Method of Operations Steering Committee.
NYNEX - New York
8/94 - 12/96 - Area Operations Manager Call Answering Product Support Center, New
York, NY
Effectively supervised Management/Craft Team providing installation, maintenance, and sales
channel support for NYNEX Large Business/Intellipath Subscribers to NYNEX (Octel)
Central Office-based voice mail services in Manhattan Market Area. Responsible for the Call
Answering Product Support Center, Managers, and Craft who provided post sales support,
repair, and maintenance for Residence and Small Business subscribers in the Manhattan and
Greater Metro Market Areas. Participated in all capacity planning and implementation of
Manhattan Market Area Call Answering Service.
2/93 - 8/94 Manager NYNEX Call Answering Product Support Center, New York, NY
Effectively supervised unionized craft personnel providing post sales support, repair, and
maintenance of NYNEX Call Answering Service for Residence and Small Business Customers.
Acted as District liaison between operations, marketing, and sales departments. Managed
Support Center, serving platforms, and associated upgrades/enhancements. Resolved product
channel delivery conflicts and provided provisioning and maintenance process re-engineering
input.
05/91 - 02/93 Manager NYNEX Network Support Systems Administration.
Developed and deployed integrated enhancements and delivered daily administration of
operations support and service delivery platforms for network voice messaging service and
CIC/RCMAC. Administered seven Novell Network LANs/Wan from remote location.
10/90 - 04/91 Manager NYNEX Packet Switched Services Center.
Developed LMOS database of Infopath Customer Circuits for NYNEX New York.
Implemented tracking and reporting mechanisms in compliance with PSC regulation. District
level coordinator for Strategic Quality Planning deployment.

4. 03/88 - 10/90 Manager NYNEX Customer Services.
Supervised unionized craft personnel providing business and residence Tele-communications
services in the Midtown Manhattan Market Area. Successfully met the requirements of a
demanding customer base by insuring timely delivery of a sophisticated portfolio of services.
Gained valuable hands-on “field” experience during this assignment.
Education:
- ESI Project Management Certification
- ALPHA IV Class 24 graduate May 24, 1996
- Albright College, Reading, Pa. - 1981 B.A. Business/Economics
- Naval Academy Preparatory School, Naval Education and Training Center, Newport, RI -
Graduate 1976
- Rogers High School, Newport, RI - Graduate 1975 National and State Honor Society