Wade Kirkpatrick Email & Phone Number

● Guide incident to resolution through support engagement utilizing Xmatters paging and on call schedules● Documenting all actions and team involvements as call unfolds● Follow the correct escalation procedures engaging the correct support resources● Updating senior leadership of current status and impact as needed● Work with technical support groups to properly identify impact and incident identification and designation● Assit Problem management with post incident documentation and root cause analysis

Salt Lake City, Utah, United States

Cambia via Virtual Com INC.- Salt Lake City Utah 2020 – 2021ESC Help Desk / NOC Technician● Provide technical supports for internal users via phone, chat and remote connection.-:SupportingWindows OS, VPN, Internet browsers, Email clients, and in-house applications. Providing worldclass customer service and answering general application and technical questions.● Ensures all activities are documented and tracked through the ticketing system.● Responds to any number of alarms, alerts, or abnormal behaviors detected through reactive orproactive monitoring.

Sandy, Utah

Serve as the primary management/IT contact for escalations and manage critical situations for Internal customers, Retain ownership of issues thru resolution. Act as a liaison between the user and the resolving groups – Organize and document actions taken to resolve issues and patterns in service requests –

Sandy Utah

Coordinate Analysts responsible for the front-line support of IT network, security and communication services across Oracle’s worldwide corporate network. Manage Technical resources in USA/Mexico/Chile to optimize the resources on shift, assigning task and activities to all the members responsible for operations in the North American region.

Sandy Utah

Tier Two analyst, dealing with cases via web interface, remote connection, terminal interface, phone, e-mail or chat, according to SLAs. Researching, troubleshooting, replicating and testing product problems, bugs and client configurations as well as general application and technical questionsProvide technical supports for internal and external users.-: Internet browsers, Email clients, in-house applicationsAssist user in software upgrade, installation and usage: - Cisco VPN, McAfee End Point Protection SuiteAssist and advise user on the cleaning up the viruses found on user systemCoaching new team members on how to perform their job roles.Answering of executive hotline (hotline for VP and above)

• Liaison/advocate between sales organizations and IT, Represent business side of the company in IT meetings, push business critical updates/objectives, monitor fixes/enhancements to completion. Provide feedback to sales training team and business unit.• Respond to help requests from sales offices – requests consist of issue resolutions or best practices and usage on any one of the many proprietary systems or MS offices programs. • Heavily involved in CRM data-base clean-up, organize and assigning tasks related to clean-up to various office administrators. • Create CRM training documentation and web based training.

Tier 2 Technical support for more than 80,000 employees (Full-Time Equivalents) across 272 contact centers in 45 countries.• Actively manage activities surrounding the resolution of Priority 1 and 2 issues to ensure minimal production impact • Communicate technical and procedural production issues between company employees at all levels, as well as company clients, utilizing ticketing, email, instant messaging, phone and in-person mediums • Constant monitoring of hardware and facility status to ensure compliance with acceptable operational parameters •Update system software - working with remote developers it was my responsibility to push new code to various servers via Virtual machine network.Initiate and administrate Bridge (conference calls) with Vendors, Clients and Technicians to facilitate issue resolution as needed.

• Work with high resolution digital aerial photographs and PCI’s Geomatica software to create geo-referenced photographs of northern Nevada. • Responsible for managing a remote data management office with duties including data loading, quality control, reformatting, synchronizing with project databases at multiple locations, maintaining consistent datum/units, and troubleshooting and repairing errors when they occur. • Establish data management practices and procedures for company • Created and maintained an indexing system to house completed images.

Utah

• provided issue resolution and escalation for customer contacts worldwide using appropriate and documented processes. Addressed and monitored incoming web service requests and resolved customer technical issues. Monitored, tracked, and escalated aging service requests using internal ticketing system. • Coordinated, diagnosed, and communicated large scale issues through various internal organizations to ensure timely resolution, root cause identification and correction, timely alert posting.

Worked for a provider of business-to-business Internet messaging and collaboration solutions providing tier two technical support to systems administrators and end users. Dealt with mission critical messaging systems for hundreds of companies worldwide. Through this position I gained light Linux skills, accelerated customer support skills, valuable troubleshooting experience, with heavy emphasis on DNS records and MX pointers and the opportunity to learn multiple types of mail platforms. Provided system administration on platforms such as: Microsoft Exchange, Novell GroupWise, MS Mail, Lotus Notes, Lotus cc:Mail, and for internet protocols such as: POP3, IMAP, LDAP and WEBMAIL

Supervised 40+ customer care agents. Ensured customers and agents received prompt, accurate and professional answers to questions. Maintained accurate technical documentation. Assisted call center management team in creating work flow charts and scheduling shifts for efficient coverage. Analyzed and streamlined call flows. Assessed agent performance while motivating accordingly. Worked with other departments to ensure agents received proper training. Assisted in the physical implementation of two 160+ node networks by pulling cable, installing NIC cards in workstations, and installing and configuring TCP/IP software bundles.