Paul Sullivan
Brighton
Summary
Motivated professional with a strong work ethic and adaptability. Expertise in technical writing, including user guides and online help documentation, leading to improved end-user understanding and enhanced product usability. Proven project management skills and proficiency in various software tools streamline internal processes. Account management experience includes dynamic client engagement and effective issue resolution.
Overview
26
26
years of professional experience
Work History
Technical Writer | Knowledge Manager | Operations
OpenText
Broomfield
02.2010 - 04.2025
- Managed multiple knowledge bases in ServiceNow, NoHold, and Confluence with 1.3 million articles across six major domains.
- Supported KCS methodology by updating Content Standard and designing certification processes for support teams.
- Created and presented global training materials while acting as KCS coach and mentor for support teams.
- Documented internal processes to establish a comprehensive knowledge base for the team.
- Investigated and resolved ServiceNow case, knowledge, and entitlement issues; documented defects and feature requests.
- Participated in user acceptance testing and production acceptance testing for internal ServiceNow releases, designing necessary test plans.
- Updated training materials to align with evolving knowledge management standards.
- Served as primary contact for support teams requiring assistance with KCS implementation.
Support Operations Manager
Webroot
Broomfield
04.2018 - 02.2020
- Directed all facets of Webroot knowledge base management.
- Achieved 90% self-service rate through redesign of Business knowledge base.
- Authored comprehensive knowledge articles by researching topics and clarifying processes.
- Established and maintained active products for testing and learning to enhance expertise.
Sales Engineer
Webroot
Broomfield
11.2014 - 04.2018
- Served as primary technical lead for Sales Demos of Webroot Business Endpoint Protection.
- Supported internal sales process, enabling all Sales representatives to achieve at least 100% quota each quarter.
- Acted as primary contact for key accounts during critical challenges, ensuring continued support.
- Developed general and customized collateral to enhance Sales Team effectiveness.
- Responded to formal RFPs with comprehensive technical answers as required.
- Delivered generalized training sessions to improve Sales Team technical knowledge and selling capabilities.
- Participated in Trade Shows, including RSA, providing booth support and conducting technical demonstrations.
- Earned President’s Club award for four consecutive years for outstanding contributions to Sales support.
Technical Support Manager
Webroot
Broomfield
11.2007 - 08.2010
- Led team of 10 engineers supporting Webroot Business Endpoint Protection and spam filtering.
- Facilitated transition of Webroot Business Endpoint Protection to cloud infrastructure.
- Oversaw all management functions, including hiring, scheduling, training, and performance assessment.
- Acted as primary contact for key accounts, addressing all Webroot-related issues.
Technical Support Team Lead
Webroot
Broomfield
11.2007 - 08.2010
- Managed important accounts by acting as the primary point of contact for all Webroot-related product issues.
- Supported the cloud-based email spam solution, Webroot Email Essentials.
- Traveled to the UK after Webroot acquired Email Systems to help learn the technology and begin the integration process.
- Learned how to support the email cluster technology that provided spam filtering and redundancy when primary mail systems were down or unavailable.
Escalation Manager
Webroot
Broomfield
04.2007 - 11.2007
- Served as primary contact for key customers regarding Webroot product issues.
- Managed defects and customer feature requests while liaising between Support and Development.
- Presented defects to Development, offering insights to prioritize implementation of features.
- Facilitated weekly meetings to update Support Leadership and customers on defect and enhancement status.
Tier 1 Support Engineer - Business
Webroot
Boulder
02.2007 - 04.2007
- Processed tickets opened by Business customers using Webroot Anti-Spyware and Anti-Virus.
Tier 2 Technical Support
Spectra Logic
Boulder
02.2005 - 02.2007
- Provided Tier 2 technical support for Spectra Logic backup tape libraries.
- Managed issues escalated by Tier 1 Support.
- Responsible for guiding the Python library series through UL testing.
Technical Support - Tier 1
Spectra Logic
Boulder
02.2004 - 02.2005
- Provided technical support for Spectra Logic customers with hardware and software problems related to backup.
- Assisted customers in setting up Spectra Logic backup tape libraries and integrating them with backup software.
Information Technology - Help Desk Manager
Wall Street on Demand
Boulder
11.1998 - 01.2004
- Managed Help Desk Team responsible for supporting internal users.
- Onboarded new employees, built and fixed computer systems, and managed users and permissions.
- Started in customer service but moved to IT as the company quickly grew.
Education
Bachelor of Science - Mechanical Engineering
Rensselaer Polytechnic Institute
Troy, NY05-1997
Skills
- Knowledge management
- Technical writing
- Customer technical support
- Process documentation
- Account management
- KCS methodology
- Team collaboration
- Effective communication
Affiliations
- Hiking
- Loves dogs
- Reading
- Cooking
- 2d and 3d puzzles
- Creating hand-crafted wire wrapped pendants
References
References available upon request.
Timeline
Support Operations Manager
Webroot
04.2018 - 02.2020
Sales Engineer
Webroot
11.2014 - 04.2018
Technical Writer | Knowledge Manager | Operations
OpenText
02.2010 - 04.2025
Technical Support Manager
Webroot
11.2007 - 08.2010
Technical Support Team Lead
Webroot
11.2007 - 08.2010
Escalation Manager
Webroot
04.2007 - 11.2007
Tier 1 Support Engineer - Business
Webroot
02.2007 - 04.2007
Tier 2 Technical Support
Spectra Logic
02.2005 - 02.2007
Technical Support - Tier 1
Spectra Logic
02.2004 - 02.2005
Information Technology - Help Desk Manager
Wall Street on Demand
11.1998 - 01.2004
Bachelor of Science - Mechanical Engineering
Rensselaer Polytechnic Institute
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