Phillip Capps Email & Phone Number

Raleigh, Nc, Us

Cary, North Carolina, United States

Provide technical support to Tier 1 and Tier 2 engineers. Assisted design engineer with planning and design changes. Primary focus of layer 3 troubleshooting in addition to overseeing migrations and change management. Provided 24x7 on call support for a large federal agency. Member of Tier 2 on call technical support rotation covering four government NOCs.

Cary, North Carolina, United States

Expanded Lead Technical Engineer responsibilities to support four NOCs.

Cary, North Carolina, United States

Worked as second level escalation point for Tier 1 NOC. Responsible for fault isolation during high visibility issues, large scale outages, and problem issues. Created administrative and technical documentation to provide training to the NOC engineers and management. Built and maintained NOC website which housed the schedule, links to internal tools, SOPs, technical "cheat sheets", and other relevant documentation. Ran a weekly open forum for engineers and management to discuss any training gaps. Acting Project Engineer (performed new install acceptance and general PE functions) during primary's absence.

Team Lead for Tier 1 dayshift. Responsible for workload delegation and ticket distribution. Schedule creation and management for up to 20 engineers covering 3 shifts in a 24x7x365 environment. Monitored ticket board with several hundred tickets. Monitored multiple email distros from internal support groups, external vendors, and customers. Bridged communications between executive level employees and engineers during high visibility events. Weekly meetings with multiple government agencies and enterprise level customers to ensure customer satisfaction and to deliver Root Cause Analysis when requested. Provided technical and administrative support for Tier 1 engineers. Acting Project Engineer (performed new install acceptance and general PE functions) during primary's absence.

Cary, Nc

Tier 1 NOC engineer.