Mark Ellis
About Mark Ellis
Mark Ellis serves as the Product Support Senior Manager at PMG Digital Agency, where he oversees documentation for support procedures and manages scheduling for a team of engineers. He has a diverse background in technology and media, with experience in roles such as Camera Operator and Front End Developer.
Work at PMG Digital Agency
Mark Ellis has been serving as the Product Support Senior Manager at PMG Digital Agency since 2021. In this role, he is responsible for writing and maintaining all documentation related to support and service desk procedures. He manages the scheduling for 15 engineers to ensure comprehensive holiday support coverage, particularly during high-demand periods such as Black Friday and the Christmas break. Mark also oversees the administration of three Jira Service Desk projects, supporting multiple clients and over 500 customers.
Previous Experience in Technical Roles
Prior to his current position, Mark held various roles in technical support and development. He worked at PRG as a Camera Operator and LED Technician from 2011 to 2016. Additionally, he was a Freelance Front End Developer at YNET Consulting LLC for six months in 2018. Earlier in his career, Mark worked at Dove Communications as a Camera Operator, Projectionist, and LED Technician from 1998 to 2002, gaining extensive experience in technical operations.
Education and Expertise
Mark Ellis studied Electronic Media Production at Middle Tennessee State University (MTSU) from 2011 to 2012. He also attended Winthrop University, where he achieved a degree in Psychology with a minor in Math from 1990 to 1992. His educational background provides a foundation for his technical expertise and support management skills, contributing to his effective handling of service desk requests and user management.
Achievements in Service Management
In his role as Product Support Senior Manager, Mark has configured OpsGenie Teams, Routing, Policies, and Alerts for 12 engineering teams, implementing a structured alert system with four priority levels. He manages Redshift and BigQuery access for all SaaS users, streamlining user management through Google Groups and IAM roles. Mark has achieved a 97% success rate in meeting the Average Time To First Response SLA for support processes, demonstrating his effectiveness in service management.
Apprenticeship and Early Career
Mark began his career as an Apprentice Full Stack Developer at Nashville Software School from 2016 to 2017. This experience provided him with foundational skills in software development, which he later applied in various technical roles. His early career experiences in technical operations and development have shaped his approach to product support and service management.