Patrick Lindsey Email & Phone Number

Austin, Texas Area

• Led a Worldwide support team of 15 people across the US, Mexico and Bratislava geos in a high volume environment with 24x7x363 support that resulted on average 55k Case closures per year while supporting 25k internal agents and 800k external customers.• Helped build a new internal Playbook to help support the team for known issues and define processes.• Worked with development teams/management in Jira/Slack creating and prioritizing new defects reported by our user base.• Became… Show more • Led a Worldwide support team of 15 people across the US, Mexico and Bratislava geos in a high volume environment with 24x7x363 support that resulted on average 55k Case closures per year while supporting 25k internal agents and 800k external customers.• Helped build a new internal Playbook to help support the team for known issues and define processes.• Worked with development teams/management in Jira/Slack creating and prioritizing new defects reported by our user base.• Became the SME for many components/processes on the platform that was looked to for help within and outside my Business Unit.• Worked Cases reported by product support teams for issues found using the CSP platform in their daily job.• Was the focal for Access Hub review/approvals for all users needing access to the platform.• Helped facilitate change that led to automating tasks and simplifying outdated processes.• Was the NPS focal working in Medallia and responding to surveys and taking feedback to the development teams to drive improvement with the customer experience.• Performed Salesforce Admin duties while also carrying a rotational weekly pager. Show less

Austin, Texas, United States

• Content Designer for the IAM and CLI content in IBM Cloud.• Use Markdown in many GitHub Repositories to create and edit content.• Use the Atom editor, along with the GitHub desktop and Acrolinx tools while creating and editingcontent.• Create content for internal developers as well as user facing customers in an Agile and continuousdevelopment structure.• Address Usabilla user feedback in a timely manner.• Use Slack/Sametime/WebEx/Zoom as well as face to face to… Show more • Content Designer for the IAM and CLI content in IBM Cloud.• Use Markdown in many GitHub Repositories to create and edit content.• Use the Atom editor, along with the GitHub desktop and Acrolinx tools while creating and editingcontent.• Create content for internal developers as well as user facing customers in an Agile and continuousdevelopment structure.• Address Usabilla user feedback in a timely manner.• Use Slack/Sametime/WebEx/Zoom as well as face to face to meet with and interview developers toget input on new/updated content.• Use a GitHub Board to track issues in 2-week Sprint increments. Show less

Austin, Texas, United States

• Technical writer for the WebSphere Security and Webservices Security components.• Used dita and the Information Development Workbench set of tools that included Oxygen fordevelopment and editing.• Used CMVC and RTC development tools to consistently deliver Classic WAS and Libertydocumentation updates to the service and beta streams using the continuous delivery model.• I was the WebSphere messages architect in charge of making sure all messages are correct and up… Show more • Technical writer for the WebSphere Security and Webservices Security components.• Used dita and the Information Development Workbench set of tools that included Oxygen fordevelopment and editing.• Used CMVC and RTC development tools to consistently deliver Classic WAS and Libertydocumentation updates to the service and beta streams using the continuous delivery model.• I was the WebSphere messages architect in charge of making sure all messages are correct and up todate.• Created and edited video transcripts for newly created videos.• I was in charge of keeping all of the indirection links up to date in the Knowledge Center.• I was a Project Manager for Citigroup during their participation in the Liberty managed beta program.• Selected for a Redbook residency and I led a small team to create a new PurePower Redbook. Show less

Austin, Texas, United States

Provided remotely delivered support for WebSphere Application Server.• Supported WebSphere’s J2EE implementation including ORB (RMI/IIOP & CORBA), JNDI, EJBs,J2C, JTA, JCA, PMI, WebServices, SOAP, Application Clients, JVM, HAManager, Global Security,Application Security, SSL, JSP, JSF, and Web Container.• Created test cases using development tools to recreate problems (WebSphere Studio ApplicationDeveloper and Rational Application Developer).• Worked with development in… Show more Provided remotely delivered support for WebSphere Application Server.• Supported WebSphere’s J2EE implementation including ORB (RMI/IIOP & CORBA), JNDI, EJBs,J2C, JTA, JCA, PMI, WebServices, SOAP, Application Clients, JVM, HAManager, Global Security,Application Security, SSL, JSP, JSF, and Web Container.• Created test cases using development tools to recreate problems (WebSphere Studio ApplicationDeveloper and Rational Application Developer).• Worked with development in finding new defects and creating defect reports.• Worked on the Process team that was in charge of creating new processes and updating currentprocesses as needed.• Participated in a team lead shadowing program where I worked directly with the team lead to performday to day team lead tasks such as escalations and meetings.• Provided remotely delivered support for Install/Backup/Restore issues on AIX/RISC and AIX/pSeriessystems.• Subject matter expert for NIM installs, Alt_Disk installs, mksysb and savevg backups and restores,mksysb cloning, migration and new installs.• Set up test cases and bug tests for various software defects.• Interfaced with development groups via support and formal classes. Show less

• Senior System Administrator and team leader for servers using SCO UNIX.• Provided on-site hardware/software support for end users.• Ensured networking infrastructure was correct.• Responsible for education of end-users.• System security responsibilities.• While in the Army I maintained a Secret Security Clearance and I attended the following courses:Systems Administrator CourseSIDPERS (Standard Installation Divisions Personnel System) Course