Senior Manager, driving Adobe Campaign Infrastructure Engineering and Operations, platform migrations, standardisation initiatives, high priority escalations and Software Development projects to advance stability and satisfaction for Adobe's Enterprise Digital Experience and Managed Services customers.

Leading a team of highly skilled Site Reliability Engineers, managing Adobe Campaign Infrastructure Engineering and Operations, DC to AWS migrations, high priority escalations and Software Development projects to advance stability and satisfaction for Adobe's Enterprise Digital Experience and Managed Services customers.

As Lead Escalation Engineer / Site Reliability Engineer for Adobe Campaign I am an enthusiastic and capable professional with a history of working with customers, troubleshooting and resolving complex issues. Having both technical knowledge and experience as well as excellent collaboration and communication skills to assist in facilitating problem resolution including the ability to demonstrate critical thinking and to develop strategic on-going customer relationships. I provide deep technical troubleshooting for escalated issues that involve Adobe Campaign’s most technically complex or politically sensitive customers. Using troubleshooting, monitoring and reporting tools to analyze the root cause of serious and impactful technical issues and to develop stable and sustainable solutions.Escalation engineers work closely with customer care, internal escalation teams, product management and engineering to scope solutions for customers and drive ownership of tasks toward completion.TECHNOLOGIES:*Full Stack troubleshooting*Hyper-V configuration and administration*OpenVZ configuration and administration*LXD configuration and administration*Docker configuration and administration*Troubleshooting and administering Linux*Networking, TCP/IP, Load Balancing, DNS, HTTP, SMTP*AWS*Postgres SQL*SALT, Ansible*Azure*SPLUNK, New Relic, Nagios*Apache*GitHub*Ruby*Python*PHP*GO/ Java/JVM*Graphite*Kafka*AppDynamics and APM tools*Logstash/Splunk*Message Queuing brokers*Databases, NoSQL

• Provisioning of new IP and Voice services for customers, including upgrades and changes where necessary.• Escalated troubleshooting of IP and Voice faults on the Viatel network and Data Center.• Implementation, testing, reporting and maintenance of infrastructure security.• New services development, design, test and rollout.• Administering, monitoring, and optimising networks and services.• Programming and scripting as required to improve efficiency of working.• Reporting, planning, administration and analysis relating to all network and service activities of the company as required.• Customer and pre-sales support, including documentation of networks and solutions.• Training and assisting other technical teams, specifically on the Voice infrastructure and its configuration and capabilities, and preparation of associated technical documentation. • Manage Cisco, Juniper and Huawei equipment (routers, switches and firewalls) with particular emphasis on management and provisioning of MPLS, Ethernet and DSL services.• Working with SIP / VoIP services at a carrier level.• Supporting customer’s Cirpack voice platform. • Monitor networks using ancillary network tools like Nagios, Radius, Cacti and other monitoring / troubleshooting tools (Wireshark, iPerf.)• Liaise with customers to capture relevant information for more complex technical installations.

Adobe Certified Expert - Adobe Campaign Business Practitioner SCP Certified Support Professional• Serve as P2E Team Lead to qualify and approve cases that require promotion to Engineering.• Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product.   • Writing and debugging SQL statements, XML/Javascript/HTML.• Troubleshoot database platforms (Oracle, SQL, MySQL, or PostgreSQL).• Troubleshoot web services APIs, database connectors, SOAP.• Troubleshoot network / client server connectivity.• Timely communication with customers concerning status of open support issues, agreeing priority based on customer business impact, setting clear expectations about next steps & timeframes and delivering against that.• Ensuring that customer issues are resolved in a timely manner and to their satisfaction as measured by our transactional survey.• Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers.• Educating customers on specific product functionality required to resolve their issues.  • Working collaboratively with other Technical Support team members and members of other Adobe teams such as consulting services, Engineering, technical operations, and deliverability.  • Writing and presenting internal informal courses on troubleshooting areas of product functionality.   • Creating solution entries as required.• Troubleshooting issues related to 3rd party software applications.• Working in conjunction with other team members on special teams or projects assigned to the Technical Support team such as customer migrations, product testing, implementations, and follow-up training of customers and newer support team members.

• Technical fault analysis & troubleshooting for forecourt point of sale systems, routers and switches, card payment terminals and back office software solutions.• Monitor, diagnose and resolve site network issues through telnet or remote access sessions.• Support Tokheim internal user’s Windows pc’s, Office 365 applications and manage group policies through Active Directory.• Configure replacement Cisco routers and install on site when necessary.• Experience with IP addressing/subnetting, wireless, IPv4, IPv6, NAT, DHCP, OSPF, EIGRP, RIP, BGP, MPLS, VPN, GRE, DMVPN, ACLs, AAA, 802.1X, SNMP, VLANs, Private VLANs, MLS, SDM, port security, CDP, VTP, 802.1Q, LACP, PAGP, STP, RSTP, HSRP, VRRP, GLBP.• Provide application support for Tokheim’s back office software solutions.• Remotely support site’s CCTV application and hardware systems.• Roll out software version updates for POS systems when required.• Resolve all client issues within agreed SLA’s and assign field engineers to relevant calls requiring on site intervention.• Provide back-up for engineers with technical issues on all products and as much as possible resolve issues asap. • Test new products prior to installation and oversee field installations and commissioning of new products. • Provide training to field personnel on new products and existing network. • Carry out field based support as and when required. • Provide customer training on the systems supported when required. • Record all activity on in house quality management system.

• Elicit patient/client case histories, including medical, otological, pharmacological, previous amplification history and patient attitudes and expectations.• Administer otoscopy for the purpose of identifying possible otological conditions, including but not limited to the red flag conditions that may indicate the need for medical referral or which may have a bearing on needed rehabilitative measures, outcomes and/or recommendations.• Administer and interpret tests of human hearing, including appropriate objective and subjective methodology and measures.• Determine candidacy for hearing instruments, assistive devices or referral for cochlear implant evaluation or other clinical/rehabilitative/medical intervention.• Prescribe, select and fit appropriate hearing instruments and assistive devices including appropriate technology, electroacoustic targets, programming parameters and special applications as indicated.• Assess hearing instrument efficacy utilizing appropriate fitting verification methodology, including all available fitting validation methods.• Take and prepare ear impressions for prosthetic adaptation of hearing instruments, assistive devices, telecommunications applications, ear protection and other related applications.• Design and modify earmolds and auditory equipment requisite to meet individual patient needs.• Provide rehabilitative advice and counseling in the use and care of hearing instruments and assistive devices and in effectively utilizing communication coping strategies and other approaches to foster optimal patient rehabilitation.• Counsel family member(s) and other interested parties relative to psychosocial and rehabilitative considerations for optimal patient outcomes.• Provide long-term patient care, including periodic audiometric updates and recommendations for modifying rehabilitation programs to help meet patients’ changing needs over time.

• Assessing the acoustics of the performance area and assembling and operating the necessary equipment.• Consulting with producers and performers to determine the sound requirements;• Selecting, positioning, adjusting and operating the equipment used for amplification and recording.• Applying technical knowledge of sound recording equipment to achieve the determined artistic objectives.• Recording sound onto digital audio tape or hard disk recorders.• Monitoring audio signals to detect sound-quality deviations or malfunctions.• Maintaining and repairing sound equipment.• Integrating (synchronisation) of pre-recorded audio (dialogue, sound effects and music) with visual content.• Re-recording and synchronising audio (post-synching).• Mixing and balancing speech, effects and music.• Creating and altering sound effects for use in films, television, etc.• Assembling all raw footage, with camera shots either recorded or transferred onto video tape in preparation for inputting into the computer.• Digitally cutting the files to put together the sequence of the film and deciding what is usable.• Creating a 'rough cut' (or assembly edit) of the programme/film and determining the exact cutting for the next and final stages.• Reordering and tweaking the content to ensure the logical sequencing and smooth running of the film/video.• Overseeing the quality and progress of audio and video editing.

• Develop new and existing business accounts.• Assess customer needs and advise appropriate solutions.• Provide necessary training to customers and staff.• Stay up to date on advances in technology and methodology.• Coordinate service, repair and maintainence of ultrasonic cleaning machines, soldering machines, polishing motors, engraving machines, drills, etc.• Index and catalogue stock items on system.• Service and invoice credit accounts.• Manage company trade fairs and expositions.

• Perform component feeder operation and setup. • Perform solder paste stencil printing, stencil printer operation, and print acceptability criteria. • Operate reflow oven efficiently.• Identify surface mount electrical components. • Upload/download machine programs and make needed adjustments to improve solder paste print and or component placement on related equipment. • Recommend changes to increase machine efficiency and or improve quality. • Perform machine maintenance and troubleshooting. • Operate equipment efficiently as measured by daily load requirements. • Work with Manufacturing Engineering and make recommended changes where needed on design and process capabilities concerning machine process. • Verify acceptable process quality as set by internal and external standards. • Make material acceptance and/or rejection recommendations. • Meet set scheduled workload requirements.