My Resume

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Jimmy Brancaccio

Contact Information

Phone: 802-715-1473
Location: Cypress, TX
Website: jimmyb.ninja
Email: hi[ @ ]jimmyb.ninja

Professional Summary

I have been fortunate to spend each day in a field that enables me to utilize my skill set and forces me to think outside the box. I thrive in a fast paced role and enjoy the flexibility my job demands. I'm a problem solver, people person, and a team player who is passionate about creating positive experiences. I think strategically and holistically to ensure that the customers and people I work with have excellent experiences.

Experience

Gitpod - May, 2022 - January, 2023

Technical Support Engineer
At Gitpod I was the first Technical Support Engineer. Aside from working directly with customers to troubleshoot and resolve any issues they had while using the product I was heavily involved in building out the fundamentals of the technical support team. This included but was not limited to deploying test environments, writing the Technical Support Handbook which contained policies, procedures and best practices for all Technical Support Engineers to follow and use as guidance during their day to day work, testing and documenting multiple support ticket systems to ensure we were using the one that best met our needs. I was also involved in creating and tracking quarterly goals for the Technical Support team and I mentored the second member of the Technical Support team. I was afforded the time to further my knowledge on Kubernetes, Docker, Amazon EKS, Google Kubernetes Engine, Terraform, and other related technologies.

cPanel, LLC - July, 2016 to May, 2022

• Technical Coordinator - Siteocity (February 2018 - May, 2022) - I worked in this role in conjunction with developing tools and applications for the cPanel Technical Support department. In this role I managed a web hosting company, Siteocity. I tested edge versions of cPanel & WHM in a live environment that included real customers. Tasks included:
  • Managing CentOS, CloudLinux and AlmaLinux servers.
  • Ensuring that we provided a reasonable level of uptime, security, and performance to all systems.
  • Managing the WHMCS instance which included billing, domain name, sign up, products, upgrades, etc...
  • Overseeing the outsourced technical support team to ensure they provided first class technical support to our customers. Handling any escalated tickets, this included both technical support and billing/sales tickets.
  • Making ongoing recommendations for the continuous improvement of Siteocity and how we could better engage our customers to solicit their feedback on the product.
  • Reporting any defects found or improvements that could be made in the product back to the development teams (via JIRA).
  • Performing thorough reviews of third party software that we (cPanel) were interested in either integrating with or acquiring.

This position also required me to be on call 24/7/365. I also built several tools so that our accounting department could easily access (via a web interface) specific customer payment information from the WHMCS instance.

• Technical Support Application Developer (February 2018 - May, 2022) - While this role didn't have an official title I built and performed continued maintenance of a web based dashboard that facilitated a structured and easy to follow path when managing daily tasks as a Technical Analyst Support Supervisor or Technical Analyst Team Lead. I built out several components or modules within this dashboard that handled major and minor tasks that were once previously handled in a very manual fashion. I would be happy to discuss these components and their functionality upon request.
  
  In this role I also built several other dashboards which supervisors and analysts could use to get a quick glance at the department and shift stats. Stats includes feedback scores, the number of logged JIRA cases, feedback comments from customers, how many tickets were handled daily, weekly, monthly and more.
  
  

  I also set up and managed an instance of Grafana which I connected to multiple MySQL databases. I built several dashboards in Grafana to take advantage of the data provided by these databases.

• Technical Analyst Supervisor (July 2016 - February 2018) - As a Technical Analyst Supervisor I managed a team of Level I, II and III Technical Support Analysts. I promoted attendance and punctuality, boosting employee morale, and collaborating on setting effective department procedures. Objectives of this position included:
  • Ensuring team members had every opportunity to reach their fullest potential.
  • Counseling and coaching employees whenever opportunities arose.
  • I provided employees within my shift performance evaluations twice a year.
  • Performing monthly one on one meetings. These one on one meetings were opportunities to address improvements, highlight successes and even to get to know about the employees lives outside of work.
  • Managing employee time clocks, shift scheduling, and time off requests.
  • Promoting effective daily shift handoff meetings.
  • Contributing to feedback on departmental procedures and how they could be improved.

I also had a hand in part of the hiring process for new Technical Support Analysts by conducting phone interviews as the first step in their interview process.

As a Supervisor I was also involved in working with upset customers, listening to them, and working with them towards a solution that they were happy with.

Skills

LAMP/LEMP stack installation, configuration and maintenance in Linux environments
Docker, Docker Compose, Docker Swarm and building Docker images
Kubernetes, Helm
Proxy software setup and configuration (Apache, Nginx, Traefik)
Web development in HTML, CSS, Javascript
Web application development in PHP (Laravel) and MySQL
Strong familiarity in macOS, Linux desktop operating system environments
Strong familiarity in macOS and Linux server operating system environments
Cisco Networking Solutions (CCNA-level) - configuration of routers, switches and VLANs
cPanel & WHM
Email server setup, configuration and management using Exim, Postfix and Dovecot
BIND and PowerDNS - setup, configuration and management
Using iptables, nftables and fail2ban to secure Linux systems
Basic Perl scripting
Basic Bash scripting including awk, sed, for and while loops
Writing technical documentation and guides for internal and public consumption

Projects

MyVideoGameList - April, 2011 to Present

myvideogamelist.com

MyVideoGameList.com is a website which allows users to track and keep a list of the video games they're currently playing or have played amongst other statuses. It was originally written for personal use but it appears other people have found a good use for it as well. The site is built from the ground up using PHP & MySQL. It features an integration of bbPress forum software as well as CometChat. The site is an on-going work in progress, and there's still a fair amount of features and code that I'd like to get implemented.

Macintosh-Admin - November, 2007 to August, 2009

macintosh-admin.com

This is a project I started with one of my best friends while working at Small Dog Electronics. We wanted it to be a repository of knowledge including, tutorials, news, and code that we created or from others that we found useful while working with Mac OS X Server and the Apple Xserve. Since the Apple Xserve and Xserve RAID have been discontinued the site is mostly in-active. It was originally built using WordPress and integrated with bbPress. Since then the site has been moved to Octopress and no longer uses a forum.

My Blog - March, 2013 to Present

jimmyb.ninja

After going through various types of blogging software I decided most were too bloated for what I needed so I ended up developing my own. The first iteration was built from scratch using HTML, CSS, PHP, MySQL and Disqus which handled comments on articles. The next major and current implementation utilized the Laravel PHP framework. I find that I am always working to improve its code, layout, and functionality.

MyAnimeList - January, 2014 to January, 2020

This web application was very similar to MyVideoGameList but was specifically made for anime. It allowed me to create a list of anime and set them to one of several statuses. It also acted as a database for hundreds if not thousands of anime titles. I built this application because the current solution at MyAnimeList.net was failing me (and others) as it was unstable and unreliable. I also prefer to store my data on my own servers. I stopped working on this and have implemented much of its functionality into my own blog.

Scribbld - July, 2007 to Present

scribbld.com

Scribbld is one of my larger projects in terms of the amount of users. It utilizes the LiveJournal source code as it's platform. Scribbld originally ran on 3 web servers and 2 database servers, however after optimizing the site, and code and upgrading physical resources I've been able to get the site to run without issue on a single physical server. Scribbld has over 100,000 users. I am responsible for daily server maintenance & backup of important data, keeping server reliability & stability high, supporting end users when issues arise, general maintenance involved in a community-based website, and maintaining multiple web servers and database servers in a secure manner. I also developed external scripts to handle paid account notifications and statuses as well as a script which allowed users to purchased purged/deleted accounts. Currently Scribbld isn't receiving any active development time, due to new projects utilizing all my development time as well as a lack of support from the LiveJournal development community.

Confessh.us - June, 2009 to November, 2011

This idea of this project originated from a friend and within a few weeks we had a working version of the site up and running. The idea behind Confessh.us was that anyone could submit a confession (anonymously if they wanted) and could read and comment on confessions left by other users. The site was built using PHP & MySQL and we integrated it with bbPress for discussions. The site is no longer active and the code has been archived, mostly as reference for future projects.

Movie Rental Web Application - May, 2009 to May, 2015

I built this application for a local general store that wanted to rent movies out to their customers. The application allowed users to store customer information, an inventory of their movies, as well as functionality that allowed customers to rent out movies. The applications also generated statistics such as whom has rented the most movies, which movies were late, late fees, and the total number of movies and customers in the database. The application has gone through several iterations, mostly UI changes. The final version used Bootstrap as its CSS framework. While the application was specifically designed for a single store, it's more than possible the application could be used by multiple places, each with their own database of movies and customers.