Engineer Customer Service

Kenneth Ellis McCall

**** ******* **., ***** ******** Hills, TX Mobile: 817-***-**** Email: *******@*****.***

TECHNICAL SKILLS

Languages: (Experienced) PHP, JavaScript / Node.js, HTML, CSS

Software and Operating Systems: Windows and Linux OS, Active Directory, Remote Desktop, Apache, MySQL/MariaDB, Galera, HAProxy, Samba, GIT, PHPStorm, Docker, Jenkins

Web Technologies: AJAX, COMET, WebSockets

Hardware: X86/X86_64 Server/Workstation/Desktops, Routers, Switches, Firewalls, Network Cabling

Telecom: DS0 (POTS), DS1 (T1), DS3 (T3), Asterisk PBX

Soft Skills: Customer Service, Technical Support, Team Mentoring

CAREER EXPERIENCE

MegaPath Cloud Company, LLC. 12/2013 12/2017

DevOps Engineer IV

Reduced customer churn to 1.2% annually through providing exceptional customer service.

Developed an IRC bot in Node.js to perform multiple functions for the support and engineering teams.

Created and maintained an internal and external facing knowledge base using PHP and MySQL.

Mentored the engineering and support teams on hosted services, from implementation to escalation.

Performed implementation, migration and tier 3 support for SMB and enterprise customers on VMWare, Exchange and Mozy Pro platforms.

Reported on issues related to sales, cancellations, support, and vendors.

MegaPath Cloud Company, LLC. 02/2011 12/2013

Escalation Support Engineer III

Provided tier 2 & 3 support for managed and collocation data center customers with a record of exceeding SLAs.

Developed a desktop ticket visual and audio notification application in Python / wxPython for Kayako.

Designed and implemented a multi-master MySQL server cluster with HAProxy and Galera.

Maintained a game / chat server rental service that was developed in PHP, MySQL on a FreeBSD platform.

Researched new product offerings for both internal and customer projects.

Rolled out new products and facilitated UAT testing.

Managed automated and non-automated server builds with Linux and Windows.

Managed a network that contained Brocade, Cisco and Juniper equipment.

Managed and utilized Nagios and Zenoss for customer and internal system monitoring and bandwidth billing.

DealTaker, Inc. 05/2008 01/2011

Web Developer

Aided in the conversion of legacy PHP code to an MVC framework built around Zend framework.

Developed database query result caching system in PHP using a Memcached back end.

Designed and implemented health monitoring and alerts for critical infrastructure using Zenoss.

Wrote tutorials for the blog page, such as using Kohana PHP 2 / 3, MongoDB and the like.

Inteloquence, Inc. 01/2007 05/2008

Web Developer

Managed 100+ websites developed with the Etomite PHP CMS.

Developed new websites and applications in a LAMP stack, such as a crime mapping and notification site.

Performed server maintenance and backups using Bacula.

EDUCATION AND TRAINING

Udemy: PHP with Laravel for beginners – Become a Master in Laravel 2018

Udemy: Docker Mastery: The Complete Toolset From a Docker Captain 2018

Udemy: Master Jenkins CI For DevOps and Developers 2018

Cisco Certified Network Associate (CCNA) + Security 2012

Linux LPIC-1 2011

Oracle Certified Professional: MySQL 5.0 Developer 2010

Zend Certified Engineer PHP 5 2009

PERSONAL

Projects:

Several projects on GitHub (https://github.com/ellisgl) and on Thingiverse (https://www.thingiverse.com/ellisgl/about).

Developed real-time web software using Asterisk PBX, PHP, MySQL, and COMET for an answering / message service that would popup a screen for the customer that the caller was calling for and allowed for note taking, customer notes, automated and manual faxing / e-mailing of call logs and many other features. (2006 2014)

Developed an internet rental service for a hotel using HTML, PHP, MySQL, Cron and Telnet that controlled a managed layer 2 switch. (2001)

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