Saint Johns, Florida, United States
Experienced Architect with a demonstrated history of working in the computer software industry. Strong arts and design professional skilled in VMware Server, Workforce Management, System Deployment, Software as a Service (SaaS).
- Accountable for the design, development, and deployment of the company’s WFO Enterprise platform. Architected and re-engineered an on-premise, single-tenant solution to be cloud-based, multi-tenant hosted in both private and public clouds. Daily responsibilities include collaborating with WFO Engineering for build documentation; coordinating with Capacity to determine appropriate thresholds for optimal platform performance; and working with DBAs to ensure redundancy in designs. - Final emergency escalation point for Cloud Operations team during events and incidents. - Assists Product Management and Professional Services in driving the strategic vision and roadmap of the WFO Product suite by providing technical guidance and considerations. - Developed annual budget (with FP&A and VP, Cloud Services) for product upgrades, feature enhancements, and growth. - Works closely with Trust department to ensure that connection paths are secure and encrypted. - Provided leadership for work group through knowledge of area of specialization and supervised a group of 6 Professional Service Engineers.
- Primary job functions include deploying new architectural designs as designed by System Architecture, building installation packages for WFO Software, and upgrading production platform with latest software releases and hotfix installations. - Managed four pre-production environments to ensure that upgrades and fixes were thoroughly vetted for production release. Effort included cross-functional collaboration with both R&D and QA. - Maintained technical support documentation for Operations teams and installation diagrams to establish a standard of deployment. - Responsible for presenting Change Requests to Change Approval Board and implementing changes during maintenance window.
- Responsible for managing customers’ expectations during the entire incident management life cycle: reporting resolution, initial analysis, information gathering, error reproductions, defect reporting, technical solution writing and solution recommendation. - Assisted engineering by maintaining an accurate and current case description during incidents. - Experience troubleshooting and installation of WebSphere, Jboss and Weblogic; Setup of VM Lab with 90 server templates that have all patches of xPression 4.1 SP1, 4.2 and 4.5. Familiar with maintenance of VMWare vSphere ESX 5.1 and 5.5. to ensure adequate space as well as resources for fellow TSE’s to recreate and diagnose issues with xPression. Also, migrate templates to other TSE’s overseas as well as download OVF templates and VM WorkStation templates.
- Daily work included monitoring of enterprise's infrastructure via tools and SOPs to guarantee uptime and stability, - Subject matter expert in building configuration files for Cisco, Snom, and Polycom phones, and well-versed in VoIP phone builds. - Owned troubleshooting efforts with external carriers and customers. , as well as analyzing customer call/data flows to ensure maximum efficiency. - Escalation point for technical support.
- Maintained entire corporate IT platform and its supporting components - which included voice (ShoreTel), network firewall (Juniper / FortiGate), and systems infrastructure (Microsoft, Active Directory, Group Policy, DNS, DHCP, IIS, and SSL certs). - Installed and configured Microsoft server 2003/2008. - Monitored network infrastructure against intrusions on IE - spam, viruses, and hacks. - Ensured that systems were high availability and able to failover seamlessly without any data loss. - Responsible for inventory management of company equipment and software, as well as the hardware/software maintenance cycles. - Owned procurement cycle for company hardware and vendor relationship management.