Technical Support Engineer
Resume:
Mark T Cave
*********@*****.***
PERSONAL STATEMENT
Excellent problem solving and communication skills. Self-motivated learner who enjoys actively seeking answers to questions. Passionate about exploring new technologies.
CORE QUALIFICATIONS AND EXPERIENCE
Extensive work experience at internet focused companies.
Experienced with Unix / Linux system administration. Ensured proper uptime, managed server configurations and upgrades, installed security patches, analyzed log files, managed DNS, and more.
Experience working with LAMP stack applications (Linux / Apache / MySQL / PHP).
Experienced with SQL queries and databases administration.
Understanding of web technologies such as cloud hosting, Apache, NGINX, Memcached, and Redis.
Familiarity with HTML5, CSS, PHP, SQL, XML, Javascript, SSH, Regular Expressions, Command Line, and Shell Scripting.
Hands on experience building websites, including using Wordpress and third party plugins.
Data center rand stack support.
WORK EXPERIENCE
Spectrum Communications (Austin, TX)
Technical Support Engineer (06.2017 – Present)
Provide technical support for all incoming telephone customer issues, ranging from moderate to complex. Solve complicated problems and answer technical inquiries.
Take ownership of troubleshooting issues. Ask customers targeted questions to quickly understand the root of the problem.
Report bugs and escalate difficult to solve/obscure issues to additional teams for assistance/guidance.
Assist creating and maintaining technical notes on internal knowledge bases.
Provide prompt and accurate feedback to customers. Deescalate difficult situations with customers.
Refer to internal docs to provide accurate solutions. Assist in documenting additional remedies.
Conduct additional email and telephone support when needed.
Follow up with customers to ensure their issue has been resolved.
Email & E-Commerce Marketing Consultant (Austin, TX)
Various Clients (12.2016 – 06.2017)
Oversaw email campaign development and execution including creative setup, HTML / CSS code review, spam checking, and render testing on major email clients and devices.
Managed subscriber databases, including creating and updating lists, working with email service providers, and segmenting data for email campaigns.
Recommended the testing regimen (from name, subject line, preview text, offer, landing page) to improve email performance focused on user engagement.
Made recommendations for social media implementation.
Reviewed offer funnels and make suggestions as needed.
Advised regarding SEO/SEM strategy.
Monitored web server response times to ensure they do not affect success of the campaign.
iSpeakEnglish (Austin, TX)
IT Project Manager (06.2014 – 12.2016)
Managed the launch and operation of an online language school for Japanese students learning English, via remote teachers delivering lessons by Skype.
Developed a web platform for student and teacher registration, and remote Skype lesson scheduling.
Created online technical support documents for students and teachers.
Assisted with remote technical support by email.
Developed, measured, and optimized email campaigns using
Monitored server performance.
Managed web assets and updated content as needed.
Readerstone Publishing, LLC (Austin, Texas)
Electronic Editions Project Manager (06.2011 – 07.2014)
Managed the development and creation of ebooks, and ensured titles were submitted to a delivery network of ebook publishers such as Amazon, Barnes and Noble, and others.
Sourced and implemented software necessary for formatting of ebook titles.
Performed editing functions as necessary before the release of new titles.
Assisted with monthly and annual revenue projections.
Created marketing plans to launch and distribute new ebook titles.
Developed search engine keyword marketing plans.
Expanded worldwide distribution channels to increase sales for authors.
Skyhorn, Inc (Austin, Texas)
IT Support Engineer (07.2005 – 06.2011)
Linux server administration duties, such as application upgrades, patches, and security.
Coordinated with teams of remote programmers for developing web applications.
Assisted with writing programming specifications for projects and reviewing programmer work.
Recommended technologies to be used for specific projects.
Troubleshooted newly developed software on company internal test bed environment.
Performed R&D necessary for project implementation.
Monitored performance of company ad servers.
GMOTI, Inc (Austin, Texas)
Founder/President (06.1994 – 07.2005)
Founded an internet start-up community that featured shopping, free chat, email, and free web hosting.
Troubleshooted and resolved a myriad of technical issues on day to day basis.
Performed daily Linux server administration duties, such as application upgrades, patches, and security.
Coordinated with web teams for the creation of vendor storefronts.
Wrote programming specifications for projects and reviewing programmer work.
Recommended technologies to be used for specific projects.
Negotiated with data centers for bandwidth and server rack space.
Monitored performance of company servers and network.
Managed the business duties of running an e-commerce business.
EDUCATION
University of Texas (Austin, Texas)
Bachelor Degree of Liberal Arts
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