Jimmy Brancaccio

Leveraged expertise to secure a Technical Support Engineer position, contributing to direct customer support and internal process improvement. Led the migration and streamlining of support documentation from Google Docs to Notion, establishing repeatable processes for content management. Delivered high-level technical support across a wide range of customer issues, prioritizing customer satisfacti

As the inaugural Technical Support Engineer, played a pivotal role in establishing and shaping the Support department from its inception. Developed 90% of the Technical Support Handbook, a comprehensive manual for daily use by Technical Support Engineers. Established a complete test environment using Amazon's EKS service to replicate customer issues and consistently exceeded customer feedback scor

Oversaw operations of the web hosting company, Siteocity, and tested cutting-edge versions of cPanel & WHM in a live environment. Maintained CentOS, CloudLinux, and AlmaLinux servers, ensuring uptime, security, and performance. Managed a WHMCS instance for billing, domain names, and client sign-ups, while supervising an outsourced technical support team.

Initiated and formalized the role of Technical Support Application Developer based on identified needs. Developed and maintained a web-based dashboard to streamline and automate daily responsibilities for Technical Analyst Support Supervisors and Team Leads. Established and oversaw a Grafana instance, connecting it to multiple MySQL databases to optimize data visualization and analysis.

Led a team of Level I, II, and III Technical Support Analysts, focusing on enhancing employee morale and establishing effective department procedures. Provided guidance and coaching to employees, conducted semi-annual performance evaluations, and managed monthly one-on-one meetings. Contributed to feedback on departmental procedures and participated in the hiring process for new Technical Support

Managed support operations and assisted in team leadership, focusing on improving customer satisfaction and streamlining support processes. Oversaw daily support activities and contributed to the overall efficiency of the support department.

Provided advanced technical support to customers, resolving complex issues related to cPanel products. Contributed to knowledge base articles and improved support workflows. Assisted in training junior analysts and handled escalated customer inquiries.

Supervised a team of technical support representatives, ensuring high-quality customer service and adherence to company policies. Managed team performance, provided coaching, and handled escalated customer issues. Contributed to training new hires and optimizing support procedures.

Provided technical assistance to university staff and students, troubleshooting hardware and software issues. Maintained computer systems and network connectivity. Assisted with user account management and software installations.

Provided expert consultation and support for Apple products, assisting customers with setup, troubleshooting, and product recommendations. Delivered personalized solutions to enhance user experience. Conducted product demonstrations and resolved technical issues for clients.

Studied the fundamentals of computer science including programming languages, data structures, and algorithms.