Carl Slaughter Email and Phone Number

Built, tested, and maintained observability infrastructure and tools used by various teams that expedited the identification of service degradations and the resolution to optimize performance of IBM Cloud. Collaborated with cross-functional teams and program managers to deliver mission-critical services while ensuring compliance and adherence to security standards. Applied technical operations management expertise to provide escalation support across other teams and promoted open-source technologies while driving a more autonomous root cause analysis process.Served as SME and solutions architect for design and deployment of new monitoring solutions which reduced complexity of monitoring and logging from various vendors to a single vendor.Enhanced existing capabilities for compute, storage, and network services.Level 3 on-call support for Zabbix monitoring service and led team to resolve difficult Zabbix related issues.Led effort to ensure Zabbix monitoring solution was compliant with various security standards such as SOC2, and IBM’s internal standard ITSS).

Worked with a small team to design, deploy, and maintain custom server deployments with a high emphasis on security, availability, and scale-ability based on the individual clients requirements.Reviewed application and system architecture to determine what network and other IaaS infrastructure is necessary to address the business needs for each client as needed.Designed and maintained complex client firewall and network environments by deploying firewalls, load balancers, and virtual routers and continue to support the client with change management and documentation of their environments.Served as the subject matter expert (SME) on all network related issues.Ensured client uptime through precise monitoring implementations, change management, and the incorporation of best practices.Established a proven relationship with clients by displaying expertise and best practices.Developed automation tools surrounding monitoring, performance and capacity planning.Participated in a 24x7 on-call rotation and night deployments, as needed.Demonstrated self-motivation and encourage team members to do what is right by the customerTroubleshot and performance tuned firewalls, load balancers, and virtual routers.Utilized knowledge of Linux or Windows environments and Python, Powershell, and Bash scripting experiencePerformed Network performance tuning and utilized common network troubleshooting tools. Ensured Network appliances ran at optimal health; performance- troubleshooting as necessary (I/O, CPU, identify bottlenecks, etc...).Managed priorities in a driven and changing environment.Performed application and infrastructure monitoring with Zabbix and other monitoring products.Collaborated with clients directly over the phone, live meeting (Webex, Zoom, ect…), thru chat, email, or ticket system depending on their individual preferences, improving customer experience.Integrated monitoring notifications with Slack messaging system.

Led a team of support engineers that provided first, second, and third tier support for the company's cloud based monitoring service. Streamlined the trouble ticket entry and reporting system reducing the overall MTTR. Provided Support training to clients and support engineers on the use of our product.Implemented process improvements to streamline customer experience and lower overall costs.Maintained internal development environments, lab hardware, network equipment and any other hardware or software needed for day to day business.I worked with the following technologies or services on a regular basis.Cisco ASA, Cisco Catalyst switches, Call Manager Express, VMWare ESX, NetApp storage array (SAN), SVN, Git, MongoDB, Jira,

Maintained the stability, uptime and availability of Actian's Cloud environments through operational, design implementation and maintenance support for production and development.Managed the transition strategies and processes related to promoting production-ready systems.Ensured current monitoring/reporting for all production and development environments.Maintained and updated the process documentation repository .Ensured that documented SSAE-16 Policies and Procedures were followed and enforced.Reviewed current and future environment designs, and executed initiatives to reduce failures. Maintained and ensured the readiness and availability of disaster recovery environments.Performed off-hour change controls and assisted in defining processes related to production releases.Used various scripting tools to automated tasks and collect data.I worked with the following technologies or services on a regular basis.Splunk, Sumologic, AWS Linux, Python, Bash, AWS API, Windows 2008-20016, GIT, Confluence

Provided end-to-end management and support of corporate systems and network infrastructure, documentation, and training to ensure the network performed flawlessly and has a 99.999% uptime.I engineered the ground-up overhaul of the entire corporate network using Juniper networks equipment across all existing locations and new construction across the globe.I designed and oversaw the buildout of new offices infrastructure, ensuring network, HVAC, Fire suppression, security, phone and internet needs were met.Architected cloud hosted Linux environment ensuring systems were tuned specific to their designated functions.Maintained cloud hosting environments at RackSpace, Amazon Cloud (AWS), and hosting.com.Managed the company’s library of domain names and ssl certificates.Designed and configured the monitoring system for the business critical system infrastructure.Audited 3rd party service contracts ensuring department expenditures were kept to a minimum.Managed the Cisco IP based phone system. I worked with the following technologies or services on a regular basis.Ubuntu 10.04, 11.04, and 12.04, Apache, PHP5, Drupal, Wordpress, ESX5.x, Zabbix, Windows 08, 12JunOS 11.x 12.x, ScreenOS 6.3, Ringmaster, Cisco IOS, Amazon Web Services (AWS), RackSpace, hosting.com, CDW

Provided tier 1,2, and 3 support to internal and external users and clientsProvide product proof of concept (POC) setup, training, and support of the product.Worked directly with the developers identifying specific cause of a bug by reproducing the issue locally and identifying the specific part of the product to identify the specific cause and potential solutions. Monitored the Jira based ticket system for new tickets, updated existing client tickets, and created or updated user accounts.Managed Jire based ticketing and bug tracking system. Provided in-depth documentation on the steps needed to replicate, test, or fix a defect for use be the development and QA teams..Ensured internal personnel had network, phone, computer and their necessary resources to perform their daily tasks. Maintained on-site datacenter and development environments including hardware, lab equipment, and facilities. Maintained corporate windows active directory (AD) domain, VMWare production and development environments, source vault, client software repository, Cisco catalyst 5500, ASA, 2501, NetApp filer, and desktop hardware as needed.Maintained and generated the registration keys for active and trial customers based on the terms of their contract. I ensured that clients whom should have access to software updates had access to the correct update service based on their specific needs. I worked with the following technologies or services on a regular basis.rpath, various Linux OS(s), windows 2008, 2003, AIX 5.3, SolarisVMware Player, Workstation, ESX 3.5, 4.0 ESXi 3.5, 4.0, 4.1, mysql, NetApp, Cisco ASA, Catalyst,

Ensured that the company’s global Unix and WEB portals remained available for up to 1200 concurrent users while monitoring for any suspicious or abnormal activity. Performed all maintenance activity, in strict adherence to our SLA and daily, weekly, monthly, and yearly schedulesUtilized a IBM Tivoli virtual tape library (VTL) and an ARCServ storage solution to perform nightly backups and any file restoration request as per the service level agreement (SLA)..Ensured both onsite and offsite physical tape backup media was cataloged and rotated in accordance with the published schedule. This process required the management of both an on-site and off-site pool of tapes (LTO).Provided notifications to users base for any upcoming outages. Produced daily activity reports, processed payment requests, executed changes to individual member accounts requiring very close attention to the detail required all anomalies be corrected and/or documented where appropriate. Monitored Support Magic ticketing system for various support requests.Wrote C-Shell scripts during slow periods in order to create utilities that streamline the daily duties and various processes.Provided alternative solutions for the physical destruction of all storage media in accordance with HIPPA regulations for a significant reduction in costs..I worked with the following technologies or services on a regular basis.Windows NT to 2008, AIX 5.3, C#, CShell, KShell, Unidata, ArcServe, Support Magic, Tivoli

Monitored Verizon's FiOS network elements and facilities across domestic fiber to the premises network utilizing an Element Management Systems and alarms management systems monitor. Performed standard FTTP NOC duties; managed node outages and node restoration in adherence to federal and local laws, FCC regulations, and Union guidelines. Lead shifts of other workers, delegated work to appropriate team members, and managed trouble tickets to ensure SLAs were met or exceeded. Provided report to management on root causes of customer issues including issue impact on customers to senior levels of management. Provided customized support of singular issues relating to backend systems, including gateway routers, and various Class 5 voice switches. Coordinated troubleshooting in the field with outside-plant personnel in order to isolate and resolve outages. Participated in a special maintenance project that upgraded all of Verison's active Tellabs and Motorola FTTx equipment in a period of only five months. Team efforts were recognized by Verizon as performing well-above expectations in terms of speed, efficiency, and less-than-anticipated downtime.