Paul Roy
About Paul Roy
Paul Roy is an Escalation Manager at N-able since 2022, with a background in technical support and management roles at various companies including SolarWinds MSP and Univar Solutions. He possesses expertise in crisis management and online backup solutions, and has a strong record of customer satisfaction.
Current Role at N-able
Paul Roy serves as an Escalation Manager at N-able, a position he has held since 2022. In this role, he is responsible for managing escalated customer issues and ensuring timely resolutions. His work focuses on maintaining high standards of customer service and satisfaction, leveraging his extensive experience in technical support and crisis management.
Previous Experience at SolarWinds MSP
Paul Roy has a significant history with SolarWinds MSP, where he held multiple roles over several years. He began as a Technical Support Representative from 2014 to 2015, then progressed to US Support Supervisor from 2015 to 2016, and later served as Technical Team Lead for a brief period in 2015. He continued his career there as a Technical Support Manager from 2016 to 2017, contributing to various aspects of customer support and technical solutions.
Experience in Customer Solutions Management
From 2019 to 2022, Paul worked at Univar Solutions as Supervisor of Customer Solutions. In this role, he managed customer interactions and solutions, focusing on enhancing customer satisfaction and operational efficiency. His previous position at Spectrum as Supervisor of Technical Support from 2018 to 2019 further solidified his expertise in technical support management.
Educational Background
Paul Roy studied at Mount Wachusett Community College, where he focused on Business, Management, Marketing, and Related Support Services. His studies lasted for 11 months in 1999, providing him with foundational knowledge applicable to his career in management and customer service.
Skills and Expertise
Paul possesses strong skills in online backup solutions, emphasizing his focus on data protection and recovery strategies. He also has expertise in crisis management, which is essential for effectively handling high-pressure situations in technical support. His proven track record for achieving high levels of customer satisfaction demonstrates his ability to manage customer relationships and expectations effectively.