Colin J. Patten Email & Phone Number

Cambridge, On, Ca

Waterloo, Ontario, Canada

Kitchener, Canada Area

- Create Ubuntu nodes through AWS to run Delego products/services that integrate with customer SAP instances and ecommerce websites- Tailor Delego services to meet customers’ unique needs, and troubleshoot any issues that arise while onboarding them through DEV, QAS and production environments.- Monitor server performance, manage system resources and provide urgent after hours support to maintain uptime and SLA’s- Provide post go-live support to customers, assisting with technical/networking issues, enhancement requests and bug fixes- Create, update and improve documentation on processes/infrastructure, and keep detailed internal/external tickets for reference- Improve JIRA Service Desk workflow processes, setup queries for metrics/reporting, and create visual dashboards for project management and ticket tracking

Cambridge Ontario

- Administration of a range of business applications including but not limited to: Atlassian Confluence, JIRA, BitBucket, A-ha, SalesForce, Office 365, - Initiate and organize new projects on the JIRA platform, as well as configuring layout, design, workflow, and dashboard.- Maintain performance stability and applications availability of JIRA/Confluence.- Create and manage complex JIRA components including project workflows, screen schemes, permission schemes, and notification schemes in JIRA- Help guide and maintain the organization of data in Confluence.- Identify enhancements in Macros Confluence Markup and Jira Query Language (JQL)- Communicate effectively and provide superior customer service to the user community

Cambridge, On

- Subject Matter Expert on Lone Wolf's Front Office Solution for Real Estate Brokerages (WOLFconnect)- Confer with customers to identify problems, replicate them, and troubleshoot for root cause.- Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps.- Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems.- Rely on your superior interpersonal skills and product knowledge to diagnose, test, and resolve client software challenges- Efficiently answer client questions, with superb email and telephone etiquette

Kitchener, Canada Area

- Supported Games for Windows LIVE, and RIFT (MMORPG)- Handle world-wide escalations requiring advanced troubleshooting or in-depth investigation- Diffuse emotionally charged situations with customers while focusing on customer retention- Delegate offline workload among colleagues and offer real-time support to inbound agents- Write technical support documents for public Microsoft knowledgebase and internal SharePoint site- Commit to continuous learning and research emerging issues with Games for Windows LIVE products and services