Ethan Gates Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

Working across multiple product squads in Goodlord's Product & Engineering team. Responsible for internal-facing escalated technical support, triaging and fixing reported bugs (working with PHP/Symfony, as well as using NoSQL and relational SQL databases, Azure, AWS, Kubernetes, working using the agile methodology) and reporting them to the internal teams responsible. Working towards the aim of delivering exceptional service for our stakeholders. I also devised the training plan for new Support Engineers which I help the team to deliver. I regularly collaborate with customer-facing teams across the business.Additionally, I spend time working towards my personal development by working on challenging projects that count towards my quarterly reviews. In June 2023, as part of "Tech Week", an internal hackathon, I helped to conceptualise and create an internal ChatGPT-powered Slack bot trained on our documentation, allowing customer-facing teams to help our customers faster.

London, England, United Kingdom

Working as part of a mid-sized team dedicated to supporting letting agencies and their clients with technical queries, liaising with a wide range of people in the business to deliver continuous improvement and useful feedback. Identifying and offering solutions to common problems and delivering exceptional customer service for our customers - thinking on my feet and using initiative to make sure that the job gets done. Consistently achieving >95% in all QA reviews, I also assist with training members of the team.

Royal Leamington Spa, England, United Kingdom

When I was 13 years old, I created a business with a group of childhood friends focusing keenly on innovating the Internet radio sector. • Oversaw the development and deployment of groundbreaking software for the industry • Positioned third place in market share within our category for Internet radio hosting • Managed a high-availability customer support service, with over 20,000 yearly cases handled within 24 hours. • Oversaw successful running of opt-in pension scheme provided for employees - avg. employee retention of 2 years. Conducting onboarding processes with robust interviewing to ensure the best fit within the business. • Successfully designed a support staff training framework which delivers consistent ‘Excellent’ (5 star) customer feedback achieving a 5 star average on TrustPilot (89% rated as 5 stars/Excellent).

Royal Leamington Spa, England, United Kingdom

When I was 13 years old, I created a business with a group of childhood friends focusing keenly on innovating the Internet radio sector. • Oversaw the development and deployment of groundbreaking software for the industry • Positioned third place in market share within our category for Internet radio hosting • Managed a high-availability customer support service, with over 20,000 yearly cases handled within 24 hours. • Oversaw successful running of opt-in pension scheme provided for employees - avg. employee retention of 2 years. Conducting onboarding processes with robust interviewing to ensure the best fit within the business. • Successfully designed a support staff training framework which delivers consistent ‘Excellent’ (5 star) customer feedback achieving a 5 star average on TrustPilot (89% rated as 5 stars/Excellent).

Kenilworth, Uk

Fresh UK is a DAB radio station that has broadcasted on SSDAB in Birmingham, on DAB in Coventry and Warwickshire and online. Fresh is brought to you by a dedicated team of volunteers - giving them the opportunities they deserve in order for them gain vital experience towards a career in radio.

London, United Kingdom

Managed a multi-site Windows service. Imaging machines, permission management and onboarding with Active Directory and Group Policy, ensuring the health of devices used within the business. General office-based duties: filing, answering telephone calls, restocking and making recommendations for purchasing and efficiency improvements.