Paul Edward Ferry
Tulsa,OK
Summary
A Solutions Architect Manager and Senior Technical Engineer with over twelve years of experience in designing, implementing, and managing complex, scalable systems and networks. MSP expertise includes AWS, Azure, and Google Cloud, supported by multiple cPanel certifications and ongoing pursuit of CompTIA, Kubernetes, AWS, Azure, Google Cloud, and Sophos certifications. Proficient in systems and network administration, project management, and technical support software and services. Strong aptitude for quickly mastering new technologies facilitates effective issue identification and the development of innovative solutions.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Technical Engineer
Viviotech
10.2024 - 10.2025
- Support for Managed and Dedicated Systems.
- Managed custom network setups.
- Adhered to compliance requirements and auditing quarterly.
- Project Management
- Documenting and topology map creation.
- Managed and Troubleshoot Database, Web, and Networking setups.
- Troubleshooting and Setup of Lucee, Coldfusion, cPanel, WP Squared, Virtualmin, Apache across multiple Operating systems; Ubuntu, AlmaLinux, Centos, Debian, Redhat, Fedora, Windows, and Proprietary.
- AWS cloud management and consulting.
- Security & Identity diagnostics.
- Endpoint for escalations from Tech Engineer level I.
- Research/Testing security, data, and operating upgrades before patching to ensure a smooth upgrade process and reduce post upgrade/update issues.
- Monitored security for multiple offices and data centers.
- Executed troubleshooting and server support in both in-person and remote situations.
- Provided secondary training to personnel struggling with technological tools and systems.
- Wrote instruction manuals and technical guidance for preventive maintenance of cPanel, Virtualmin, Windows, DNS Routing, Subnet routing, and email hosting with Smartermail and Zimbra.
- Maintained service schedule for software and hardware.
- Offered troubleshooting via voice and text chat, maintaining resolution rates of 85%.
- Authored technical guidance explainers and whitepapers on systems for use by senior leadership.
- Identified and corrected system faults to minimize operational system downtime.
- Monitored ongoing technical compliance with applicable laws and regulations.
- Performed scheduled service work, installations, testing and repairs.
- Designed system enhancements for assets within Server management industry operations.
- Produced reports on success rates and remedial requirements.
- Created detailed reports on engineering activities and findings.
Enterprise Solutions Manager
Hostek
10.2019 - 09.2024
- Manage the Enterprise Solutions Architect department.
- Construct enterprise-level solutions for businesses.
- Create and troubleshoot custom infrastructure outside the scope of support.
- Document and create topology maps, plans, and blueprints.
- Understand Database, Web, Networking, Failover, and High-Availability systems.
- System and Network Administration.
- Handle escalations as an endpoint for all departments.
- Research current and new software/infrastructure solutions.
- Working with Kubernetes, Azure, AWS, and Google Cloud to provide solutions for businesses.
- Worked with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution.
- Guided and influenced existing partners on recommended upgrades and enhancements to integrated solutions.
- Installed, integrated and deployed almost all software not supported by company for business needs in client environments.
- Managed project planning, resource allocation, scope, schedule, status and documentation.
- Managed and delivered advanced customization and configuration for enterprise solutions.
- Executed application database upgrades, backups and restore duties with database software like MSSQL and MySQL.
- Created and implemented innovative business solutions to support corporate objectives.
- Managed project scope, schedule, status and documentation.
- Provided support during customer implementations and applied industry best practices.
- Worked with clients post-implementation on user testing, debugging, support and maintenance.
- Conducted technical workshops and education sessions for customers and architect teams.
- Created strong relationships with key decision makers as trusted consultant of MySQL, MariaDB, Galera, failover, load-balancing, and tunneling services.
- Developed and delivered technical training designed to enable and educate VPN software implementation partners.
- Presented roadmap and technology infrastructure to customers, demonstrating deep familiarity with APIs, platform infrastructure, security and integration capabilities.
- Communicated with partners and clients to update software and implementation status at technical or functional level.
- Assisted Support, Network and Sales teams in responses to customer and prospective customer evaluations, escalations and technical requirements documents.
- Worked closely with product teams to define and prioritize partner feature requests
- Set up and installed software on both Linux and Windows platforms.
- Supervised deployments and provided troubleshooting and user support.
- Conducted research to evaluate systems design and process efficiency.
- Conducted post-sale requirements gathering, analysis and documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Managed and motivated employees to be productive and engaged in work.
- Controlled costs to keep business operating within budget and increase profits.
Technical Support Manager
Hostek
01.2016 - 10.2019
- Coached employees through day-to-day work and complex problems.
- Prepared employee schedules for maximum coverage during key hours.
- Monitored employee and customer interactions to assess quality of service.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Created, prepared, and delivered reports to various departments.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Managed specialist team to provide technical assistance and customer service.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Established team priorities, maintained schedules and monitored performance.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Developed detailed plans based on broad guidance and direction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Managed customer support with 50 support representatives.
Technical Support Representative
Hostek
08.2014 - 01.2016
- Analyzed and developed service goals for in-bound call center.
- Tracked KPIs and created continuous improvement plans.
- Held a high customer satisfaction rating of 96% each month.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Patched software and installed new versions to eliminate security problems and protect data.
- Assisted in development of system security protocols.
- Diagnosed and troubleshot hardware, software and network issues.
- Tested new software and hardware prior to deployment.
- Installed, configured and maintained computer systems and network connections.
- Helped streamline repair processes and update procedures for support action consistency.
- Researched and identified solutions to technical problems.
- Developed and implemented preventive maintenance procedures.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
Education
A.A.S. - Information Technology
TULSA COMMUNITY COLLEGE
Tulsa, OK09.2014
Skills
- AWS & Azure Experience
- Project Management with Jira (Scrum AMP)
- Customer support
- Virtualization technologies (vmWare, HyperV, XCP-ng)
- Network architecture
- Automation tools
- Performance optimization
- Advanced troubleshooting
- Information security
- Technical leadership
- System design
- File management
- Competitor monitoring
- Software testing
- System updates (Linux, Windows)
- Configuration optimization
- Deployment monitoring (Galera, Failover, Load-balancing)
- Control systems
- Design support
- System upgrade design
- Technical consulting
- Remote support
- Technical support
- Software configuration
- Technical documentation
- Server analysis
- Server maintenance
- Equipment monitoring
- System deployment monitoring
- Microsoft Office Suite Software
- VMware, Hyper-V, XCP-ng
- Network, Server & System Administration
- Windows, Linux, & Mac OS
- Network & Systems Security/Audits
- Network Firewall and VPN with PfSense and Sophos
- Cloudflare Security & CDN
- Confluence documentation
- Multiple Web/Managed Control Panels; WHM/cPanel Webmin, WP Squared, DirectAdmin, and Email Smartermail, and Zimbra
Accomplishments
Saved the company over $60,000 per month in losses by earning the trust of clients who were going to cancel services after the Solutions Architect I replaced was leaving the company. The DB replication (Galera cluster) setup by this person did not work for two years as they couldn't figure out the issue.
In three days of taking over the department, I found the issue and resolved it, earning the trust of those clients who decided to stay afterall.
Certification
- CPanel & WHM Administrator (CWA)
- CPanel & WHM Sales Professional (CPSP)
- CPanel Professional Certification (CPP)
- Bash Scripting – LinkedIn University
Timeline
Senior Technical Engineer
Viviotech
10.2024 - 10.2025
Enterprise Solutions Manager
Hostek
10.2019 - 09.2024
Technical Support Manager
Hostek
01.2016 - 10.2019
Technical Support Representative
Hostek
08.2014 - 01.2016
A.A.S. - Information Technology
TULSA COMMUNITY COLLEGE