Phill Ingram Email & Phone Number

San Francisco Bay Area

San Francisco Bay Area

* Developing Data Center Infrastructure Management Monitoring for one of the largest companies on the planet.BMS Data Extraction - Siemens, Johnson Controls, etcEPMS Data Extraction - Schneider, GE, etcKepware* Collecting Data from REST APIs and integrating with our SevOne Universal Collector.

Newark, De

Subject Matter Expert on Cisco IWAN, Viptela, and F5 BIG-IP solutions.Assisted Pre-sales Engineers when SME expertise was required.

Wilmington, De

* Research and development on strategic initiatives for the company.* Developed, or led development on, key adapters to ingest data into our data collection engine.

Responsibilities: * Managing a 7 person team that does advanced and special testing of new releases and features.* Setting up large and unusual clusters.* Maintaining our testing environment.* Creating tools to make our lives easier.* Supporting the Support team with Device Certifications, analyzing log files, general questions from how the product works to reproducing problems and general troubleshooting.* Supporting the Sales and Support teams with advanced configuration and support problems such as getting advanced plugins like CUCM, WMI, or Oracle working.Achievements:- Deployed A10 Networks and F5 Networks load balancing solutions and configured them from the ground up to load balance our clustered multi product type appliances.- Developed and deployed new VM server templates to our QA lab environment to ensure that we have one of every technology our product supports that are deployable in large environments. These new templates enable but are not limited to the deployment en mass of the following:* Cisco Call Manager cluster (v11)* Oracle Database 11g Enterprise Edition to poll database statistics* Tomcat6 servers to poll JMX statistics about web applications capable of simulating data* Cisco routers sending IPv6 NetFlow fields, capable of Proxy Ping and IP SLA probes along with QoS and NBAR 2* DNS and radius servers, MySQL databases, apache2 server-status, SNMPv3, pure IPv6 environments, and WMI* Simulated environments of large devices- Implemented a new wiki and documentation project.- SevOne PLA Developed Application Keys for a log analysis tool that collects log data from our QA and development VMs to detect and alert on problems with the daemons and scripts in our product before they are released. This tool also reports on connection and usage information as well as configuration changes to our SevOne PAS products, and has been used in demos for potential customers. These demos have resulted in sales and revenue generation.

Wilmington, De

Managed a 2 person level 2 team responsible for all support escalations to development.* reduced the amount of development escalations freeing development time* relayed training to all levels of support on all technologies that SevOne supports* created documentation on remote device configuration and SevOne configuration across platforms and technologies we monitor.* retained status as expert and last person of contact on Device Certifications added to our NMS

Newark / Wilmington

Responsibilities:* Insure that customers have the best experience possible using SevOne products* Lead the Support Team in day to day operations* Track team case status* Run daily open case review meeting to facilitate team coordination* Handle escalation of cases from first level* Work with Director of Product Development to coordinate allocation of development resources when needed* Escalate cases to Support Manager as needed* Coach and mentor team members as needed* Monitor team performance* Identify team weaknesses and request training as appropriate* See that all cases are handled in accordance with the SevOne SLA* Keep an eye on customer correspondence quality, coach reps as needed* Review, edit and publish new solutions articles submitted by reps* Report defects to development team* Hand off cases to Solutions Engineers when applicable* Assist Level one support with harder cases* Handle more sensitive customers / cases* Master Device Certification Process* Oversee a project to identify common problems and create a set of articles to enable SevOne users to troubleshoot.

* Supporting SevOne Support Engineers and escalated tickets.* Linux System Administration.* MySQL Database administration.* Device Certification for new devices added to our NMS.* Documentation and training projects.

* Assisted support staff with escalated tickets and complex opportunities.* Assisted store managers with the TAMS and TAMS/ms point of sale systems and how to use it to maximize their warehouse discount ordering and increase sales and profit through the POS system. * Was consulted with and QA tested all changes to AViiON and AS-400 electronic receipting and inventory systems.* Responsible for all Total Automotive Management Systems / multi store systems training and support. Played an instrumental role in introducing this to the corporate environment by assisting in developing a new inventory pooling receipting system that was integrated with the existing TAMS and TAMS/ms systems.* Developed database and web interface for classroom training courses for Director of Personnel and Development.* Developed database and web interface for documentation of support procedures.* Solely responsible for 250 site NetScreen / Juniper WAN firewall configuration changes and support.* Solaris systems administration.

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