Brian Oates Email & Phone Number

Southfield, Mi, Us

Southfield, Michigan, Us

Southfield, Michigan, Us

Houston, Tx, Us

• Working with a scrum team of 8 other individuals to deliver completed product features by strict deadlines.• Successfully delivered completed features that met all acceptance criteria by their respective deadlines for 2 out of 2 release cycles.• Work with stakeholders ranging from other employees, customers, partner companies, and external 3rd party organizations to ensure their needs are heard and business value assessed.• Manage and prioritize backlog for multiple unique features based on business value and time constraints to generate feature full deliverables within their deadline.• Familiar with starting up a scrum team comprised of individuals who have previously never professionally utilized scrum and having it result in a delivered feature within designated deadlines.

Houston, Tx, Us

• Hired and managed all technical support staff (Department size of ~70employees).• Maintained a 9.5+ out of 10 department wide customer feedback rating.• Directly provided on-site training and facilitated our product knowledge to various client companies, such as HostGator, Liquid Web, & GoDaddy• Improved and facilitated inter-departmental workflow and discussions (Documentation department & Customer Service/Billing department)• Presented at cPanel Conference 2013 as a speaker on EasyApache development as well as facilitated cPanel University testing and evaluation

Houston, Tx, Us

• Worked cohesively with another developer on the "Migrations Development Team"• Fixed bugs, developed new code, and refactored code to improve maintainability.• Created all new "Plesk Reseller" migration logic to support migrating Plesk resellers to cPanel.• Introduced all new support for a major Plesk version release, version 11.• Presented the year's worth of migration development as a speaker at cPanel Conference 2012

Houston, Tx, Us

• Provided customer service via online ticket system and via phone for users of our control panel product ranging from individuals to enterprise level companies.• Communicated technical knowledge of recent/common issues to department knowledgebase to improve overall department accuracy and responsiveness.• As part of the of migration team, I was responsible for communicating and enacting a migration plan for customers wishing to move to our product from competitor products.• Achieved "Technical Analyst of the Month" within 3 months of employment (Feb 2011)• Presented as a speaker at cPanel Conference 2011 regarding our Migration Team service

Southfield, Michigan, Us

• Built, configured, maintained, and monitored all servers, routers switches, backups, and equipment in the data center (~300 servers).• Provided upper tier support for shared and dedicated hosting clients.• Proactively and reactively identified company and client needs. Custom coded many applications/sites/scripts resulting in increased productivity, efficiency, and profits.• Hired, trained, and managed all technical support staff (10 employees).