Résumé

Daniel P. Ficker

Summary

Senior Technical Support Engineer / Software Developer with 20+ years of experience troubleshooting, developing and supporting complex web platforms. Deep expertise in Drupal, WordPress, MySQL, application performance, code debugging, and software maintenance. Experienced translating complex application and infrastructure functionality into easy-to-understand descriptions for both technical and non-technical audiences for large and small sites.
LinkedIn Profile

Technical Skils

  • CMS Platforms: Drupal, WordPress, Magento
Languages/Frameworks: PHP, JavaScript, Symfony
  • Infrastructure/Performance: MySQL, Apache, Nginx, New Relic, CDN caching, Redis, DNS
  • Developer/Support Tools: Git, GitHub, Jira, ZenDesk

Professional Experience

Pantheon

Senior Technical Support Engineer
Remote / Minneapolis, MN
November 2018 - September 2026

  • Acquired deep knowledge of the features of the platform/tools and filed detailed bug reports.
  • Tested/reproduced customer issues and verified that bugs were fixed by platform Engineers.
  • Verified whether AI-generated analyses were accurate and added more context for customers.
  • Explained the hosting platform’s features in detail for thousands of small & large customers.
  • Collaborated with teammates and worked on 250-300 tickets per month with 98% satisfaction.
  • Pinpointed problem code in PHP applications that were causing site issues and explained how their developers could fix the issue.
  • Analyzed Drupal and WordPress New Relic data for performance bottlenecks.
  • Worked with Enterprise customers with millions of site visits per day to keep their sites online and pages caching optimally on the CDN.
  • Described and presented complex technical details to customers and teammates.
  • Contributed to public and internal documentation.

August Ash

Web Developer/Programmer
Bloomington, MN
August 2005 - October 2018

  • Communicated with clients who needed support, additions or modifications to their sites.
  • Developed and maintained well over 300 client websites in over 13 years of employment.
  • Modified & built complex Drupal sites, some with 3rd-party integrations or e-commerce.
  • Built & modified sites using Symfony & legacy frameworks like Zend Framework & CakePHP.
  • Maintained and supported websites built using Magento, WordPress, older/custom systems.
  • Assisted customers with basic server administration and site configuration needs.
  • Worked in a collaborative team environment using Git and older tools like Subversion.

inReview.net

Website Owner
September 1998 - Present

  • Disclaimer: Mostly dormant for about 20 years now, but a hobby of mine.
  • Build, design and maintain an independent music review website.
  • Oversee worldwide team of writers and interviewers.
  • Growing collection of over 500 reviews and articles currently online.
  • Featured in Dallas Morning News in 2000 and elsewhere around the net.
  • Write reviews and features for the site.
  • Developing new site architecture based on Drupal CMS.
  • Also developing other website projects, see da-Man.com for links.

3M

IT Support Intern
Maplewood, MN
June 2003 - August 2003

  • Counseled 3M employees who required computer assistance.
  • Resolved hardware and software issues on employees’ computers.
  • Demonstrated to employees how to use software.

Education

University Of St. Thomas

St. Paul, MN
Degree: B.A. Computer Science
Minor: Business