Patrick Clarke

RockSolid - Support Team Lead, Descartes Systems Group

September 2023 - Present

• Oversee support team amongst an increasing reseller and direct customer base
• Provide weekly reports to our executive team
• Technical support lead for RockSolid Enterprise Management System, as well as WebShip online shipping solution
• Onboarding assistance and setup of ODBC integrations, including configuring SQL queries
• Provide developer support and troubleshooting for our Core REST API, and our eCommerce REST API
• Oversee creation and prioritization of development tickets in Azure DevOps, for product management team
• Strong relationship-building with shipping carriers and payment vendors

PeopleVox - Support Team Lead: North America, Descartes Systems Group

January 2021 - September 2023

• Oversee North American support team while maintaining a growing client-base
• Provide weekly reports to our executive team
• Provide technical support on PeopleVox web-based WMS, PeopleVox Android application, and printing service
• Create, Update, and run MSSQL scripts to perform data manipulation as well as enable/disable application functionality
• Compile a library of documentation and MSSQL scripts for team use

OzLINK - Support Engineer, Descartes Systems Group

April 2020 - September 2023

• Collaborate with product, development teams resellers, vendors and partners
• Support custom-coded applications in Windows-based environments written in a proprietary programming language, as well as out of the box solutions for Windows, and Android devices
• Update, edit, and deploy code changes in the custom-coded Descartes OzLINK applications
• Remotely connect to customer systems to diagnose, troubleshoot and update provided solutions

ShipRush - Technical Customer Support Representative, Descartes Systems Group

June 2018 - December 2020

• Create, manage and track support requests, cases, and tickets in FogBugz and Azure DevOps
• Liaise between customer support, product, development teams, as well as vendors and partners
• Administer user accounts, usage of ShipRush software
• Engage in remote support sessions as required
• Create technical help documentation and knowledge base for enhancements, and troubleshooting

Order Express - Technical Software Support / Hardware Technician, Descartes Systems Group

October 2008 - January 2012, August 2014 - June 2018

• Regular maintenance of Web-based application, Order Express Web
• Daily use of SQL with DBMS and RDBMS's
• Daily oral and written communication with clients, and colleagues requiring effective interpersonal skills and attention to detail
• Takes initiative to ensure client satisfaction, permanent problem resolution
• Create and maintain scripts in various languages such as JavaScript, VB Script, and batch
• Support various custom Web-based and stand-alone software packages
• Perform Hardware maintenance and repair on: Toshiba TEC Thermal Label printers, Desktop hardware, Mettler Toledo Scales, Lexmark Laser and
• Impact printers, and Handheld Symbol Scanners

Telematics - Solutions / Implementations Consultant, Descartes Systems Group

January 2012 - August 2014

• Gathering requirements and implementing routing/telematics solutions
• Diagnosing hardware/software issues, scheduling required service visits
• Performing service calls; replacing units installed in vehicles, testing, diagnosis, etc
• Collaborate with development, product teams for issues and enhanecments
• Training customers on everyday use, configuration, administration of various products

Support Analyst / Project Adminstrator, Ontario Minstry of Finance

April 2008 - August 2008

• Participation in project management methodologies
• Created and delivered presentations to clients
• Assisted in planning cluster wide event
• Created various documentation for funding tracking software project
• Performed inventory on hundreds of computer products
• Microsoft Word, Excel, PowerPoint, Visio, and Access use on a daily basis

Computer Programmer Diploma, Durham College

2005 - 2008

Online Certificates

• Udemy
  • C++ Fundamentals: Game Programming For Beginners - November, 2023
  • Create a Complete 2D Survivors Style Game in Godot 4 - August, 2024
  • Master Mobile Game Development with Godot 4 - In Progress
• Zenva
  • Intro to Godot 4 Game Development - December, 2023
  • Godot 4 Mini-Projects - January, 2024
  • Create a 2D Platformer with Godot 4 - January, 2024
  • Develop a 3D Platformer with Godot 4 - January, 2024
  • Build a Micro Turn-Based RPG with Godot 4 - January, 2024
  • Real-Time Strategy Game with Godot 4 - January, 2024
  • Construct a Strategy Game with Godot 3 [2020] - January, 2024
  • Create a 2D RPG with Godot 3 [2020] - January, 2024
• Mammoth Interactive
  • The Complete Python Coding Bootcamp For Beginners - July, 2024
  • Python Mastery: From Novice to Pro in Programming - In Progress