Jacob Majors Email & Phone Number

Responsible for managing production incidents and outage events within the Information Technology division. Provides leadership and coordination across infrastructure, application and partner teams to quickly remediate production issues and reduce mean time to resolution.

Indianapolis, Indiana Area

I provide Technical Management of Critical Situations, including oversight of escalations, driving effective collaboration across internal teams, and providing input to the escalation team. Participate in the development and on-going refinement, enhancement and continuous process improvement for Support. I also manage a team of skilled principal engineers within the Support organization.

Indianapolis, Indiana Area

Lead a team of skilled principal and systems engineers providing support of Interactive Intelligence software with focus on SIP, gateways, media server, SIP proxy, phones, and faxing.

Indianapolis, Indiana Area

- Regularly interact with management teams from customer and partner organizations- Served as escalation point of contact for customers and partners within the Canadian market- Responsible for setting direction, training, and providing guidance to regional technical support team- Reviewed and refined internal processes to ensure a consistent high quality level of support- Conduct screening and technical interviews for new hire candidates

Indianapolis, Indiana Area

- Technical lead for team of systems engineers focusing on Interaction Dialer, Interaction Gateway, and Media Server Call Analysis. - Managed a team of skilled engineers and served as escalation management point for the team.- Regularly interfaced with management and development teams. - Developed training and mentoring plan for new engineers and collectively worked on technical presentations for conferences and live online webinars.

Indianapolis, Indiana Area

Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature. Develop and deploy test systems and networks to research, resolve, and respond to questions received via telephone calls, email, web, and web chats. As a Senior Systems Engineer I served as the support lead in dealing with customer escalations, actively worked with development teams in investigation of product issues, provided organized skill specific… Show more Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature. Develop and deploy test systems and networks to research, resolve, and respond to questions received via telephone calls, email, web, and web chats. As a Senior Systems Engineer I served as the support lead in dealing with customer escalations, actively worked with development teams in investigation of product issues, provided organized skill specific training for new engineers, and gave technical presentations at annual conferences. Show less

Managed Active Directory, network backup and disaster recovery, network vulnerability and penetration testing, and Linux server administration. Worked with Windows Server 2003, Solaris 10 (bind, DNS, NIS, YP, SSH, and Samba), Linux (Redhat Enterprise Linux, Ubuntu) LAMP and Arkeia Network Backup.

Managed the automation help desk for the brigade as part of the General’s staff while on deployment, providing 24/7 tier I/II support to more than 250 users locally and another 250 remotely. Support included but was not limited to account management/creation, troubleshooting software, hardware, and network issues on both secured and non-secured networks.

Bachelor'S Degree, Computer/Information Technology Administration And Management

Degree focused on management and administration of computer information systems with focus on networking and security.

Computer Science

Activities and Societies: Christian Student Fellowship, 1998 Indiana Mudsharks Rugby Team