This document is a resume for David M. Pate summarizing his 15+ years of experience providing IT support for various business productivity software and platforms. It outlines his areas of expertise, work history providing technical support roles for companies like FleetCor Technologies, Emdeon Corporation, and Healtheon/WebMD Corporation, and relevant education and certifications.

1. David M. Pate
615-818-6781 (H) - david_pate2003@yahoo.com
Summary
Throughout my 15+ year career, I have supported various in-house and third-party business
productivity products in a wide range of configurations and platforms. I have offered translation of
business requirements into actionable tasks designed to provide high quality customer experiences.
Services I have provided include designing and configuring system and application specifications,
evaluating business requirements for completeness and accuracy, solving customer services through
troubleshooting and preventing unexpected outages, and coordinating with various stakeholder
teams for prompt resolution. I strive to provide the best services for my employer to drive the best
customer experience possible.
Areas of Expertise
Enterprise software Software installation
UNIX (Solaris 10, AIX, HP-UX) Linux (Red Hat, Oracle, Ubuntu)
Troubleshooting under rigid deadlines Technical support
Software documentation shell scripting
Process improvement Requirements gathering
Vendor relationships ITIL certified
Experience
FleetCor Technologies Inc May 2014 to Current
IT Operations Support Analyst
Nashville, TN
Monitored multi-platformed Production environment using various in-house and third-party tools.
Log, triage and track all system/network performance degradations, disruptions and outages via
ServiceNow (Eureka). Assertively coordinated internal and external resources to restore stability in
environments. Published procedural documentation and troubleshooting methodologies for the Data
Center operations. Effectively provided technical and operational support for Incident, problem,
change, and configuration management activities.
Key Contributions
• Documented/implemented VM restart process (leveraging VMWare vSphere Web Client) supporting
FleetCor's Bomgar
application. This process mitigated application instability until permanent fix.
• Integrated task scripting/automation using Visual Basic, Hummingbird Basic Language, MSDos
batch files, shell scripting, HTML5, javascript, CSS and IBM Sterling Control Center 5.4.2.1.
Emdeon Corporation July 2011 to December 2013
Software Systems Engineer IV
Nashville, TN
Analyzed/responded to U. S. Department of Defense (DoD) customer needs, including; installation,
administration, tuning and documentation of SAS 9.2, BusinessObjects XI R2 (BOXI), proprietary
Pharmacy Benefit Manager (PBM) system, Oracle WebLogic 10.3 and supporting services. Maintained
business operations as part of an on call 24x7 rotation. Implemented/managed server identity Verisign
SSL certificates. Administered access control list/user group membership. Lead cross functional
support teams to drive recurring incidents to root cause. Document configuration settings. Maintain
program libraries and technical manuals. Provide documentation to team members and TRICARE
Management Activity (TMA) customers. Implemented tunneling solutions. Additionally, provided
cross-training for support team members; researched and recommended solid back up solutions.
Installed Virtual Machines using VMWare VSphere to support enterprise applications. Also installed
virtual desktop machines using VMPlayer for testing environments. Successfully obtained a Position of
Public Trust designation from the Department of Defense and Office of Personnel Management.
Key Contributions
With support teams, migrated SAS thick clients from Citrix Xenapp to a Red Hat, bastion host
solution supporting Emdeon's managed VPN tunnels across military installation B2B gateway.
This project accommodated TMA use of large external datasets.

2. Worked with vendor (SAS Institute, Inc.) and technical staff to relocate user libraries and
application work space to SAN storage. This modification increased long running query
performance and mitigated of file system capacity issues.
Emdeon Corporation May 2003 to July 2011
Production Engineer III
Nashville, TN
Ensured software availability, functionality and efficiency as well as maintained system configuration
by supporting 74 production applications across a multi-platform environment, including Informatica
PowerCenter 8.6.1, IBM Tivoli Storage Manager, HP products (Project and Portfolio Management
Center, Universal CMDB, Release Control) and Micromuse Netcool Suite. Provided 24-hour a day, 7
days a week on call & maintenance support for source repository tools. Collaborate with other IT
functions to manage system, application and product installs, upgrades and enhancements. Provided
support documentation including program libraries, technical manuals, application and data flow
maps and system configurations. As a member of the Development and architecture team received
SAPs 2008 Business Intelligence Excellence Award in recognition of Emdeon's (formerly WebMD)
development of the ClaimVision product.
Key Contributions
Engaged in support team development of a PERL requeue tool that enabled customer support
team to resubmit ERAs per provider request. It substantially reduced Request Turnaround
time. The business realized a 200 request ticket reduction the first month of implementation.
With development, integrated ClaimVision with IBM Content Manager OnDemand to support
medical attachments and paper to electronic (P2E) functionality.
Healtheon/WebMD Corporation August 2001 to April 2003
Computer Operations Analyst
Nashville, TN
Automated approximately 120 batch comm processes from 15+ manual steps to a double click of a
window icon or command-line executable in support of the company's Professional Office Systems,
Inc. (POSI) acquisition. Automated claim send and report retrieve end-of-day reports for POSI
business owners. Developed and published department standards, procedural documentation and
troubleshooting methodologies. Maintained the status of all change activities in Data Center
Management System. Responsible for in-depth review and approval of all change control activity.
Developed and implemented department standards and operating procedures.
Key Contributions
Participated in Micromuse Netcool Suite implementation (from proof of concept to rollout),
the company's enterprise monitoring solution.
In partnership with system admins and network teams, successfully completed full inventories
of applications, server hardware and network peripherals in support of a full data center
relocation.
Envoy Corporation August 2000 to July 2001
Computer Operator I
Nashville, TN
Managed production application operations, including backup and restoration, tape maintenance,
process and system monitoring and change management processes; processed application real time,
batch and file transfer processes; provided department desktop support and user administration;
managed computer components including PCs, scanners, printers, faxes and external storage devices.
Key Contributions
Successfully documented and trained data center staff on provider claim submission/payer
report retrieval processes acquired during Envoy Corporation's purchase of OKC/Synaptek.
Scripted manually intensive dial-up comm processes for various Medicaid, Medicare and Blue
Cross payers via Procomm Plus, Windows FTP and MS Dos. Also created email notifications
regarding process start/finish and claim volume (shell scripting, Cron).
Achieved corporate savings by eliminating outdated off site media as the result of participating
in full media audit of onsite and offsite locations.

3. Military Experience
United States Marine Corps May 1990 to August 1994
Low Altitude Air Defense Gunner
Marietta, GA
Awarded several ribbons during Operation Desert Shield and Desert Storm.
Professional Courses and Certifications
InfoTrieve I: Database Design and Sentence Structure
InfoTreve II: Database Design and Sentence Structure
ITIL V3 Foundation,
SAS Platform Administration: Fast Track
Oracle WebLogic Server 11g Administration Essentials
Agile Software Development
BusinessObjects Enterprise XI R1/R2 Administering Servers - Windows
SCM270 Essentials of Rational ClearCase (Windows)
IBM DB2 Content Manager OnDemand for multiplatforms 8.4
XML
C+
Introduction to Sun Solaris Emdeon
ITIL Foundation 2011 for IT Service Management
BMC TrueCare (Coradiant) Support - EUEM Basic Navigation
BMC TrueCare (Coradiant) Support - EUEM Advanced Configuration
Understanding Active Directory