Jonathan Ingram Email & Phone Number

1372 Peachtree Street

• Implement, develop, and test configuration enhancements across our Admi Suite platform utilizing RESTful API/Mock Services. • Demo custom development/CR work from Dev team per sprint with client and key business stakeholders • Collaborate with key PMs and Cloud Ops to coordinate and execute deployments across Dev, QA, UAT, and PROD utilizing AWS and Jenkins. • Triage critical Production defects on our L2 support team utilizing resources from Data Engineers, Business, Product and Dev teams to meet strict SLA deadlines. • Document and update processes when needed.

United States

Provide superior customer and technical support to merchants and co-workers alike. Assist with troubleshooting and technical escalations from other Client Services Specialist. Determine Network connectivity issues with POS terminals. Assist supervisors and managers with various projects. Force close and delete and reset batches on POS terminals. Assist and trouble shoot POS applications on iPhone. Provide superior technical support/training to merchants and agents regarding Priority’s processing software. Assist merchants with reconciling their statements/reports. Assist agents with file builds for their merchants POS equipment.

Atlanta, Ga

Job Description:Job Duties & ResponsibilitiesFields calls and provides customer service on POS/MICROS related issues for corporate and franchise locations.Assists in the installation, upgrading, imaging, and menu item programming of the POS/MICROS systems.Analyzes, documents, tracks, and monitors system problems to ensure data integrity and a timely resolution for an average of 230 tickets monthly.Responds to telephone calls, emails, and ticketing system requests.Troubleshoots POS hardware (terminals, printers, & BOH servers).Displays high integrity and delivers amazing support with every interaction.Performs system backups and recovery.

Remotely assist Operators, managers, and team members with technology issues.Ensuring customer satisfaction in every step of troubleshooting process. Supporting commonly used software, hardware, and other equipmentSupporting back office hardware, POS hardware and software, and Web ApplicationsHandling constant changing flow of call volume; remain productive during slow times. Multitask effectively during busy times, exercise patience and professionalism during stressful situations.Following standard Help Desk operating procedures, accurately logging all Help Desk contacts using the Incident management tracking software.Responsible for the installation and support of the iPOS software on the units iPads.Supporting of the mobile ordering system for customers iPhone Apps. Responsible for setting up and handling customer callbacks.

Greater Atlanta Area

WorldPay Atlanta, GAHelp Desk Level II Rep 10/2007 – 06/2012Assist with troubleshooting and technical escalations from the Tier 1 help desk specialists. Analyze and track issues with new software releases. Handle VAR level A support issues and become the escalation point. Complete and fax VAR set up sheets. Determine DSL issues with POS and VAR applications. Build files and support the process with file updates. Resetting batches on Stratus. Serve as the first line of support for Beta products. Work with software developers on application issues. Central Installation Rep. 1 Internet Relations Group 06/2006 – 10/2007 Perform installations for Internet based credit electronic payment processing. Create parameters for third party software companies for merchant conversion process. Post parameter sheets to Microsoft Share Point. Provide superior customer and technical support to merchants and co-workers alike Resolved escalated projects. Work various VAR records including Aloha, PC Charge, and Micros. Perform installation on Treo 600 and 650 cell phones to accept credit cards electronic payments. Installation Group 06/2005 – 06/2006Conduct installations/training for all POS terminal types supported by WorldPay for electronic payment processing Provide superior technical support/training to merchants and AE’s regarding WorldPay’s processing software Verification Group 06/2003 – 06/2005Contact merchants to verify critically vital information needed to properly process their credit cards electronic payments.