Paul Hubbell

• Acted as a trusted advisor to executive leadership, providing operational intelligence and KPI reporting to drive transformation.
• Crafted comprehensive IT and cybersecurity policies ensuring alignment with organizational and regulatory standards.
• Optimized workflows and standardized operating procedures across technical and security teams, enhancing efficiency and customer experience.
• Successfully led global teams, leveraging industry best practices to enhance cybersecurity posture and maintain high performance.
• Executed global risk strategies for operational continuity and service delivery, addressing cybersecurity threats.
• Improved customer service delivery by 35% using analytics to streamline processes and enhance technologies.
• Provided strategic organizational leadership, setting long-term goals and collaborating with executives to guide company policies.

• Directed support for over 10,000 Microsoft CSP and Managed Office clients across North America, EMEA, and APAC.
• Spearheaded technical support operations, leading Level 2 and 3 support teams to drive process improvements and high-performance standards.
• Managed SLA adherence and SLO objectives while fostering collaboration and elevating customer satisfaction.
• Facilitated C-Level communication by leveraging Account Executive resources to build professional relationships.
• Implemented trend analysis and continuous improvement initiatives to optimize support processes and reporting systems.
• Conducted regular client reviews to uphold administration guidelines and quality standards.
• Oversaw planning and budgeting to monitor progress and measure results.

• Supervised operations for the Global Shared Technical Support Center, leading a team of over 103 individuals across the US and India.
• Enforced compliance with contractual SOW deliverables and service standards.
• Reviewed support cases for technical accuracy, identified process improvements, and managed helpdesk vendors and software cycles.
• Built and maintained strong relationships with service providers, vendors, dealers, and consumers while fostering a positive team culture.
• Conducted regular service reviews with clients to gather feedback, discuss future needs, and enhance service quality.
• Oversaw daily operations of the service delivery team, significantly enhancing productivity and efficiency.

• Oversaw a $32.2M technology budget for shared services, improving cost-efficiency and operational excellence for WFA and SLAs.
• Directed operations of a Global Shared Technical Support Center handling over 100,000 contacts monthly.
• Supervised 312 cross-functional team members to foster collaboration and excellence in multi-tier support.
• Managed CRM process architecture for Service Center tools, securing seamless integration and optimal performance.
• Collaborated with clients on SLAs and OLAs, achieving a 90% renewal rate with 15 top-tier clients.
• Achieved a 32% headcount reduction through strategic restructuring, improving efficiency and reducing costs.
• Played a key role in deploying ITIL processes, earning the organization a Center of Excellence award.

Earlier technical trade experience supporting hands-on electrical work, service delivery, problem solving, and field operations.

Military service background contributing discipline, leadership, operational readiness, teamwork, and mission-focused execution.