Mike Terrell Email & Phone Number

Hatboro, PA, US

Broomall, Pennsylvania, United States

Responsible for researching and resolving application related issues, investigating functional inquiries, assisting in the design and validation of workflow sequences and addressing related trouble tickets with comprehensive, relevant solutions in a timely manner.

Blue Bell, PA

• Perform last-tier support and day-to-day management, maintenance, and upgrading of an in house developed VoIP, SMS, Contact Center, and Video solution.
• Performed overnight upgrades and daytime break fixes to PHP applications and Kubernetes services.
• Participate in overnight, weekend, and holiday on call rotation for escalated customer issues, as well as handling automated system alerts.
• Participate in design and implementation meetings to provide engineering input on new and updated solutions and suggest changes to improve supportability, monitoring, and scalability based on real world experience.
• Developed and updated monitoring solutions for new and existing products to provide both alerts for trouble and system metrics to be used for scaling using Grafana, Prometheus, ELK, and linux exporters.
• Responsible for managing server capacity based on multiple metrics, and built and deploy new servers using terraform and Ansible as required to support growth.

Horsham, PA

• I engineer documentation and solutions to solve reoccurring problems and deliver third tier support of all ARRIS conditional access products.My accomplishments include:
• Building and implementing internal tools using SQL, Visual Basic, Perl, and Java to automate repetitive tasks.
• Analyzing, troubleshooting, and resolving remote site equipment and software failures on installed digital equipment while providing root cause analysis.
• Delivering remote technical assistance/support to field technicians during installation and hardware/software upgrades.
• Boosting industry expertise by remaining current on equipment modifications, systems, and related technical information.
• Serving as escalation lead within the department for conditional access products while engaging with development/engineering as needed.

Greater Philadelphia Area

• I created databases in Microsoft Access to automate the analysis and presentation of extracted data, improving report speed, and data consistency. I also oversaw and delivered Access Control for a Microsoft Office.
• Serving as liaison between local markets and executive management to circulate product and process information/resources to support initial product launch.
• Owning process by developing and implementing queries and reports designed to monitor business growth.
• Executing RCA and recommend changes and improvements to process or systems and analyzed, interpreted and investigated reports.
• Creating SQL queries to collect desired customer data from billing system databases and spearheaded the design and foundation for Commercial Voice reporting.
• Producing Hyperion reports for reporting team and other groups throughout the company while incorporating feedback to improve reports and add requested data.

Plymouth Meeting, PA

• Completing daily provisioning of commercial high-speed internet while providing technical support for install issues related to any commercial data product, including static IP addresses, webhosting, business class.
• I successfully reconfigured and modified Perl program for DNS migration to account for different CPE devices and created Perl program for quick and easy creation of reverse DNS files to be imported into Men & Mice DNS.
• Examining nationwide IP utilization and submitted requests for additional IP space for markets as required.
• Analyzing IP space requests to ensure sufficient space was allocated to meet market needs.
• Utilizing skills as SPOC for both internal and external groups to escalate issues to the Commercial Provisioning team while verifying all network routing and access control changes.
• Leading DNS migration project to change DNS settings on over 25,000 Comcast owned CPE devices.

Greater Philadelphia Area

• I Identified and addressed telephone inquiries covering full range of customer service and potential issues including sales, serviceability and technical and billing problems.My Accomplishments include:
• Supporting changing business needs and was integral in servicing PC, High-Speed Internet, e-mail, and modem problems with customers.
• Serving as acting supervisor for all teams and played a key role in addressing escalated customer issues.
• Aiding with scheduling while assisting service level teams with adequate phone coverage to ensure the required 85% service level.

Bachelor Of Arts, Information Systems Management, 3.8

Certificate, Object Oriented Programming In Java

Four course program covering: JBDC JSP Design Patterns Multithreading