James Pate Email & Phone Number

• Facilitate interdepartmental projects as needed.• Facilitate client-side/server-side software upgrade planning and roll outs.• Handle escalated issues beyond regular Support tier, software, database, IT or otherwise.• Handle special requests both internally and externally.• Work with Development to identify high priority issues to resolve.• Assist QA with testing and planning as needed.• Train new hires on company software, supported peripherals, and troubleshooting on various scenarios.• Write technical notes and walk throughs for various systems and processes for internal knowledge base.• Manage team performance and KPIs for goals to meet.• New process verification, testing, troubleshooting, and documenting.• Daily use of SalesForce and TeamSupport for ticketing, reporting, customer information management, team workload management and tracking.

• Daily use of SalesForce and TeamSupport for ticketing, reporting and customer information management.• Installed and configured client-side management/point of sale software.• Installed and configured server-side management/communications software.• Tier I/II Software Support as needed.• Managed printers/print servers as needed to function in various ways per software type and printer type.• Assisted client-side IT with hardware issues often trouble shooting to find the functionality bottle necks.• Assisted client-side IT with network issues to find breaks in network communication slowing performance.• Assisted client-side IT with the setup and configuration of webservers (IIS setup, internal/external firewalls) for API integration for various third-party sites/apps.• Ran network analyses to verify both bandwidth and connection stability for use with cloud-based software.• Used D3 DBMS/JBASE DBMS to set up DB users, client users, printer configurations, backups, and DB migrations across servers.• Performed telephone support for clients to help with various website, software, and hardware issues.• Assisted clients and third-party vendors in hardware/software configurations to be PCI compliant.• Write technical notes and walk throughs for various systems and processes for internal knowledge base.

• Windows Server 2003/2008 setup and configuration in an Active Directory domain.• Restored MS SQL databases as needed from backups.• Configured, supported Users and Groups across a multi-domain network.• Administered 140+ physical servers in a Data Center.• Configured and monitored router and server graphs using MRTG and Cacti.• Administered 30+ workstations.• Performed telephone and live chat support for clients to help with website, software, and hardware issues.• Site functionality testing and trouble shooting.• Back up and Support for QA department (took over daily QA and processes as needed)• Responsible for training new hires in site/software functionality as well as higher level server/site interaction.