THOMAS MACK
DevOps Engineer

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Delaware

With over ten years of industry experience, I have worked toward various goals within the technology field. Over the years, I have built systems from the ground up; created better learning environments for a school district by building custom software; and have been directly responsible for managing hundreds of web, email, database, and email servers. I have worked with Windows, Linux, MacOS, Android, and ChromeOS over my career. My passion for technology has no limits, and with that I am able to resolve complex issues in a timely matter while learning and helping others on my team.

WORK EXPERIENCE With a strong background in designing and maintaining high-performing infrastructure, I have extensive experience in utilizing AWS services to achieve optimal performance for HIPAA-compliant SaaS offerings. I have designed and implemented custom backup systems that automatically retrieve, encrypt, and store backups, ensuring data safety and security. My expertise in automation has allowed me to effectively log, store, back up, and harden various processes, data flows, and environments. Furthermore, I have provided ad-hoc support to development teams, demonstrating my ability to work collaboratively and efficiently.

• Maintained five-nines infrastructure for a HIPAA-compliant SaaS offering utilizing AWS services such as ECS, CloudWatch, RabbitMQ, Prometheus, Postgres, IAM, and Grafana in a containerized environment
• Designed, developed, and implemented a custom backup system that automatically retrieved, encrypted, and stored the backup
• Automated, log, store, back up, and harden various processes, data flows, and environments
• Provided ad-hoc support for the development team

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Experienced in designing and developing various software applications and tools using C#, ASP.NET, Javascript, and MySQL. While at Red Clay, I built and designed a digital signage platform, a bus route management tool, and a security camera viewer, all with user-friendly dashboards. To make administrative staff jobs easier, I designed and developed a web portal for instant generation of student badges and wrote scripts and tools for attendance tracking, ticket auditing, and device management. Additionally, I provide technical support and manage DNS and web servers, applications, and GSuite for a large district.

• Designed and built a digital signage platform from scratch using C# (ASPNet Webforms), Javascript, and MySQL. Over 45 instances of digital signage have been running for 5 years with minimal downtime. The system pulls live Twitter feeds, weather, and quotes from the web using REST APIs. The viewer runs on a Google Chrome OS Kiosk App.
• Wrote a dashboard tool that allows technicians/administrators to quickly search, update, and manage our Google platform. Written in ASP.NET Core, using C# and MySQL. Data is synced multiple times a day. Uses Google Admin Directory API.
• Built a Security Camera viewer using C# and Javascript that allows staff to view cameras on TVs. Devices can be manipulated via the dashboard. Runs via Google Chrome Kiosk App.
• Designed and built a bus route management tool using C#, Javascript, and MySQL. The tool allows our transportation office to plan routes for over 100 buses throughout the day. It runs on a large 65” TV inside the transportation office.
• Wrote a C# program to export asset data from a FileMaker database into MySQL. Once the data was cleaned and validated, we could export the data back out for import into IncidentIQ’s asset management tool
• Using ASP NET Core, wrote a web portal that allows students to generate their student badges instantly. The same web portal allows admins/teachers to generate bulk badges.
• Wrote a Chrome Extension using JavaScript that returns the client's username (google email address), user id, and device serial number so that we could link devices directly to users allowing us to track devices easier throughout the district
• Wrote a tool in C# that pulls the student attendance data, parse the data, and outputs it to a Spreadsheet allowing the district to track attendance trends for enhanced pandemic tracking abilities
• Wrote a script that processes ticket statistics for auditing issues in our environment
• Provide tier 2 support to school technicians for Chromebook and web application issues
• Install and manage school applications (Securly, ChromeTools, Schoology, Google GSuite)
• Manages all the DNS and web servers across the district (Linux)
• Handles software and hardware issues for Chrome devices
• Manages all of GSuite for the district (over 30,000 devices and 25,000 users)
• Setup and wrote technical articles on our internal wiki

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Experienced in designing and developing various software applications and tools using C#, ASP.NET, Javascript, and MySQL. While at Red Clay, I built and designed a digital signage platform, a bus route management tool, and a security camera viewer, all with user-friendly dashboards. To make administrative staff jobs easier, I designed and developed a web portal for instant generation of student badges and wrote scripts and tools for attendance tracking, ticket auditing, and device management. Additionally, I provide technical support and manage DNS and web servers, applications, and GSuite for a large district.

• Led a team of technicians in successfully migrating 500 customers from legacy MIVA servers to modern software, ensuring minimal downtime and customer impact.
• Developed a web application using PHP and MySQL to automate the process of reclaiming thousands of IP addresses in the shared hosting environment, resulting in increased efficiency and cost savings.
• Managed the migration of physical machines to virtual machines in VMWare, resulting in improved server performance and reduced hardware costs.
• Successfully migrated legacy shared servers (Debian 4, Windows 2000, etc) to modern virtual machines, ensuring the continued support and stability of critical services for customers.
• Managed a large-scale shared hosting environment of over 600 servers, ensuring optimal server performance and uptime for customers.
• Assisted in the design and rollout of a new shared hosting environment, Odin, which included server virtualization and automation of key processes, resulting in improved scalability and reduced costs.
• Managed Windows, Linux, and VMWare patching across the entire environment, ensuring the security and stability of the infrastructure.
• Conducted backup server audits to ensure data integrity and compliance with regulatory requirements.
• Conducted daily capacity checks to ensure the environment had sufficient resources to meet demand and identified and addressed any capacity issues.
• Utilized advanced troubleshooting techniques to identify and resolve software and hardware issues, ensuring customer satisfaction and minimizing downtime.
• Deployed new Linux and Windows servers, both virtual and physical, to support the evolving needs of the shared hosting environment.
• Handled capacity management for shared and virtualized hosting environments, ensuring that resources were properly allocated to support customer needs and prevent service disruptions.
• Worked on an on-call rotation to assist with escalated or down incidents, ensuring rapid resolution and minimizing customer impact.

• Oversaw and managed a team of 4 Technical Support Analysts and acted as a point of contact for other technical support representatives.
• Served as a technical expert and point of contact during high-priority server or multi-server events, providing prompt and efficient solutions to minimize downtime and ensure customer satisfaction.
• Conducted Root Cause Analysis (RCA) on Linux and Windows servers running various software, including MySQL, MSSQL, Apache, and IIS, successfully resolving issues and preventing recurrence.
• Interviewed and trained new technical support representatives, ensuring that they are equipped with the necessary skills to provide exceptional customer service.
• Provided one-on-one technical support to VIP customers, ensuring that their issues are addressed and resolved promptly.
• Assisted the platform team with rolling out new systems, such as Cpanel and Plesk, ensuring a smooth and seamless transition for customers.

• Provided customer support through phone calls, chats, and tickets to resolve various technical issues
• Troubleshot and resolved common issues such as 500 errors, 404 errors, and performance issues
• Managed DNS for customers, ensuring their domains were properly configured
• Resolved issues with web servers including IIS, Apache, and Coldfusion, as well as email servers such as SmarterMail
• Successfully migrated websites and email accounts between servers, ensuring minimal downtime
• Assisted customers with basic VPS issues such as server access and basic server configuration
• Helped customers troubleshoot and fix basic coding issues to ensure their websites were functioning properly.