Tom Prather Email & Phone Number

San Antonio, Tx, Us

San Antonio, Texas Area

Manage support operations for Rackspace’s Fanatical Support for AWS customers.Partner closely with Service Delivery teams to deliver World-class customer service based on opinionated expertise and flawless executionManage a Fanatical AWS support team and be responsible for its operational performanceInfluence and contribute toward department strategiesWork proactively to identify and solve problems, drive improvement initiatives, and enhance the development of Global standards, while ensuring local adherence.Proficient at making business cases for change and / or investment.Deliver high-quality and timely customer deliverables in response to change and incident management.Report team performance to the businessDesign and implement operating models and process that becomes more efficient over time, enabling the business to scale in a hyper growth climate. Manage and improve key performance indicators that cater for customer satisfaction, execution quality, responsiveness and rigor. Align with the global AWS Service Delivery function and influence leadership with key decisions. Recruit, manage and develop exceptional talent into the team.

San Antonio, Texas Area

Working knowledge of Amazon Web Services Products & Services, Relational Databases, Object and Block Storage, Scaling, Load Balancing, CDNs, NetworkingExcellent working knowledge of Windows operating systems – experience of supporting and troubleshooting issues and performanceBuild, operate and support AWS Cloud environmentsRespond to customer support requests via tickets and phone calls within response time SLAsTicket Queue Management and Ticket triage – & handing over ongoing issues to 24x7 shiftsTroubleshoot performance degradation or loss of service as time critical incidentsAssist customers in the configuration of backup, patching and monitoring of servers and servicesBuild customer solutions, leveraging automation and delivery mechanisms for efficiency and scalabilityDrive strong customer satisfaction (NPS) through Fanatical SupportOwnership of issues, including collaboration with other teams and escalationSupport the success and development of others in the team

San Antonio, Texas Area

Provided fanatical technical support while installing, configuring, and managing Microsoft Exchange 2010 and 2013 servers.Assisted with Microsoft Windows system administration and engineering projects.Experience with Microsoft Windows Server 2008, Microsoft Windows Server 2012, and Active Directory.A detailed understanding of security and permissions.Knowledge in Exchange client software and configuration.Troubleshoot performance issues at the server and application level.Experience with production messaging and collaboration, and managing multiple Exchange servers.Knowledge of email protocols (SMTP, IMAP and POP).Knowledge of Active Directory and DNS.Familiarity with Exchange centric hardware deployment and data communications networks.Knowledge of current Exchange operational strategies including data recovery, performance tuning, transaction log replay, replication, and mail flow.

San Antonio, Texas Area

Configures and troubleshoots issues with FTP and Web sites to include walking the end user through creating a new FTP/Web site. Creates, modifies, and troubleshoots issues involving DNS, as well as server performance and SQL Server performance. Recommends and implements security guidelines on a daily basis to ensure customers’ servers are safe from malicious attackers.