Summary

Overview

Work History

Education

Skills

Timeline

James Christopher Pace

Dallas,TX

Summary

Results-driven Technical Support Analyst with over 20 years of experience in troubleshooting, incident management, and customer support across telecommunications and software platforms. I am proficient in managing voice and data issues using tools like Service Now, NetSuite, Remedy, and IT Service Management systems. I am also skilled in working with protocols such as VoIP, SIP, ISDN PRI, and IP routing, and supporting diverse hardware and software environments. Strong collaborator with a proven ability to prioritize workloads, escalate complex issues, and maintain clear communication with stakeholders. Committed to delivering high-quality support while aligning with business objectives and enhancing customer satisfaction.

Overview

years of professional experience

Work History

Network Operations Center (NOC) Technician II

Motorola Solutions via Kelly Services

11.2025 - Current

Monitor and maintain computer networks and systems
Ensure stability of telecommunications infrastructure
Respond to network alerts and troubleshoot issues
Perform regular network performance checks
Coordinate with field technicians and engineers
Maintain records of outages and quality control
Execute incident response for remote/cloud operations
Manage ServiceNow Incident, Change, and Problem Management
Conduct remote network surveillance and event response
Triage and resolve incidents within SLA timelines
Collaborate with SMEs for complex troubleshooting
Provide customer-facing support via phone, email, and portal
Manage vendor tickets effectively

Technical Support Analyst

Dejero

01.2024 - 02.2025

Delivered high-quality technical support to Dejero customers through phone, email, and the ticketing system, ensuring prompt and effective resolution of technical issues.
Logged and maintained detailed records of all customer interactions in the Service Management Tool, proactively updating management on critical issues and overseeing personal ticket queues to ensure smooth workflow.
Managed and resolved support tickets using NetSuite, regularly updating ticket status and collaborating across systems to provide comprehensive updates until resolution.
Supported a wide range of Dejero hardware and software, including EnGo 1, 3, 260, and 265 units, Waypoints, Gateways, Cue Points, Flex Points, and LivePlus for iOS, Android, and Starlink connectivity.

Network/Technical Support Engineer

Cognizant Technologies

10.2021 - 05.2023

Provided technical support to end users via phone and email, resolving issues efficiently and delivering positive user experience.
Identified and tracked recurring problems, escalating complex issues when needed and working with internal teams to ensure timely solutions.
Monitored incoming support requests to ensure prompt and appropriate responses in line with company policies.
Logged and maintained detailed records of all support interactions using the IT Service Management tool, helping improve support processes and visibility.

Repair Technician SpecI/Service Assurance

Windstream Communications (Via Primus Software Corp.)

06.2021 - 09.2021

Provided technical support for commercial voice and data services, using systems like 5ESS, Meta Switch, BroadSoft, and Broad Works to configure and manage call forwarding and resolve service issues.
Troubleshot complex networking and voice issues by applying knowledge of IP routing protocols (BGP, OSPF, RIP, Static) and voice signaling protocols (CAS, ISDN, SS7, MGCP, SIP).
Created and maintained trouble tickets using Remedy and WIN Care, ensuring accurate updates across multiple platforms to support efficient issue tracking and communication.

Technical Support Specialist Associate

Omnitracs (Via Matrix Staffing)

12.2019 - 12.2020

Delivered front-line technical support for Omnitracs and QUALCOMM devices (MCP, IVG), resolving hardware/software issues via inbound calls, assisting with OS and software updates, and guiding users through setup and troubleshooting of applications and equipment.
Utilized sound judgment within established protocols to diagnose and resolve complex issues, escalated bugs to Tier 2 when necessary, tracked software/hardware trends, and ensured alignment with departmental standards and service objectives.
Managed customer accounts and configurations (e.g., new users, vehicles, and units), supported Five9 system setup (call routing, credentials, station IDs), and provided timely reporting to management while identifying upsell opportunities and handling sensitive data and billing concerns with discretion. Provides additional support if requested or necessary

Tier I/Tier II Facilities/NOC Technician/Associate Engineer

Verizon/XO Communications

08.2012 - 03.2019

Diagnosed and resolved issues across voice and data services, including TDM Voice, VoIP, and ISDN PRI, ensuring minimal downtime and fast service restoration.
Operated and maintained network tools such as 5E Switch, ProComm, and 311V Transport, and performed physical repairs on Hatteras, EOC, and EOS pairs to restore dial tone and connectivity.
Coordinated with local exchange carriers via phone and on-site visits to address service disruptions, while actively monitoring network alarms and supporting operations within NOC and data center environments.
Monitored networks for IP, VOIP, TDM and Transport systems for alarms and potential outages.
Used various tools such as Remedy, Broad Soft, and broad works.
Open and managed trouble tickets for customers and updates as information became available, to get tickets resolved.