Ian Osbon Email & Phone Number

Sunnyvale, Ca, Us

eGain Corporation's customer engagement solutions power digital transformation for leading brands. Their top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. Key responsibilities and achievements:• As the Manager - Cloud Infrastructure Operations I was still doing everything in my previous roles as well as managing the current ongoing global Cloud projects, supervising the global Cloud team with all aspects of the work they are doing and being the main point of contact for all other internal teams for any eGain Cloud related enquiries.• I help to mentor and manage the Global Cloud team so that we can provide round the clock Infrastructure support for the eGain Cloud.• Responsible for liaising between the Fulfillment team and internal teams for all current and new customer deployments and add on services. • Responsible for managing and maintaining all systems and networks globally.

Sunnyvale, Ca, Us

Key responsibilities and achievements:• As the Senior Cloud Team Lead I was still doing everything in my previous roles as well as managing all of the current ongoing Cloud projects, supervising the Cloud team with all aspects of the work they are doing and being the main point of contact for other internal teams for any eGain Cloud related enquiries.• Worked with other internal teams to help manage the customer projects within the eGain Cloud to ensure the smooth running of the project and to attempt to alleviate any possible issues before they were escalated as show stoppers for the Go live of the customer solution in the eGain Cloud.• Responsible for installing and configuring the EMC VNX SAN to increase the capacity of the VMWare environment.• Responsible for all EMEA eGain Cloud contract renegotiations with the vendors that we are using. • Helped to implement the latest version of the EMEA eGain Cloud with AWS using defence in depth and NIST standards for system hardening.

Sunnyvale, Ca, Us

Key responsibilities and achievements:• As the Senior Cloud Services Engineer I was still assisting with the day to day running of the EMEA eGain Cloud as well as mentoring new members of the Cloud team and managing major projects.• Helped to mentor the new members of the Cloud team, explaining the policies and procedures that we had in place, as well as guiding them with the work that they had been assigned.• Responsible for designing and building the next version of the EMEA eGain Cloud that has enhanced secure networking using defence in depth and NIST standards for system hardening from the ground up. This included cabling, configuration of network devices, commissioning of the VMWare environment, configuring the EqualLogic SANs, and full testing of the solution to ensure the resilient design was working as expected.• Responsible for designing and implementing one of the largest customer systems in the eGain Cloud that was capable of supporting up to 12,000 current users under maximum loads.• Reduced the time required to provide a base system from 2 days to ½ day by designing VM templates that required very few configuration changes once they were deployed which allowed us to provide the customers system in a very small timeframe.• Help to reconfigure the EMEA eGain Cloud network to create a centralised redundant core network. This provided additional resilience for the current network and reduced the possibility of a single point of failure effecting the service that we are providing to our customers.

Sunnyvale, Ca, Us

Key responsibilities and achievements:• As the Hosting Engineer it was my responsibility to assist with the day to day running of the EMEA eGain Cloud, this included Microsoft patch management, responding to proactive / reactive alerts, management and maintenance of all hardware, and commissioning and decommissioning of equipment and customer systems.• Managed the Active Directory, DNS (internal and external) and GPOs for the EMEA eGain Cloud.• Managed and maintained the McAfee ePO system, including updating the policies and upgrading the software on a periodic basis.• Responsible for ensuring that we fulfil the eGain Cloud SLA’s of both 99.5% and 99.9% uptime depending on the eGain Cloud solution the customer has purchased.• Redeveloped and rebuilt the current SQL backup and tape solution to replace the aging hardware and to also make the solution more efficient and reliable. This new solution reduced the number of backup failures that were experienced and decreased the time required to complete the tape backup.• Headed up a project to consolidate the number of servers that were required to run the eGain Cloud and to virtualize those that could be using P2V. As part of this project we also built the first virtual environment using VMWare, Dell Blade servers and a Dell iSCSI MD3000i SAN.• Implemented a hardware monitoring solution to send out email alerts when there was a problem with any hardware, a faulty drive for example. This meant that we could replace the faulty drive within hours of the alert being generated instead of potentially days.

Sunnyvale, Ca, Us

Key responsibilities and achievements:• Application support specialist to eGain customers. This includes being the first point of contact for all application support enquires, were the problem is diagnosed and a solution is, if possible, provided in the initial contact. Where the problem is more complex, then I am responsible for the escalation of the call to the team member who has the most relevant skill set.• Assisting with the proactive and reactive monitoring of the hosting environment, including troubleshooting and where necessary problem escalations.• Responsible for logging change requests for problems found with the eGain applications, including the testing of the resulting hotfix and liaising with the customer to implement the hotfix.• Responsible for report management of the current and closed issues for customer progress meetings.

DPD International Ltd have been the suppliers of a fax solution called Gold-Fax to companies in the UK and worldwide since 1975. DPD have recently entered into the CRM marketplace with an in-house developed product called Gold-Vision.Key responsibilities and achievements:• Technical Support engineer to DPD customers. This includes telephone support were the problem is diagnosed and a solution is, if possible, provided in the initial contact. Where the problem is more extreme a site visit may be required by the customer, were more advanced troubleshooting can take place. Worldwide support is provided, including out of hours support for particular customers.• Technical point of contact for new customer’s enquiries about the DPD products. Providing the customer with information regarding the possible integration of the software with their current network infrastructure, including assistance with Disaster Recovery solutions for DPD products were needed. • Creation and maintenance of the policies and procedures that are used within the company, including the installation and configuration of antivirus software, backup procedures, Firewall/Proxy Server configuration and VPN Server / Client setups. • Responsible for network administration for DPD. This includes consolidation of the network by removing redundant servers. Migrating from an NT domain to Windows 2000 and then to a Windows 2003 domain. Running daily backups, configuring and installing VPN, maintenance of all of the computer hardware, managing Exchange 2000, installation and maintenance of the Proxy / Firewall Server, setting up remote users, managing DNS and DHCP.