Phillip Duncan Email & Phone Number

Cupertino, California, Us

Menlo Park, Ca, Us

* Lead efforts to reduce cycle time for new build platforms with goal of getting closer to upstream* Managed Bazel based build platform configs for versioning Clang, GCC, and LLVM* Mentored newly promoted engineer on the team for technical and career growth at new level

Menlo Park, Ca, Us

* Managed team of engineers building new version of Meta’s BLOB Storage service API - Hired 3 new engineers remotely on the team, both new hire and internal transfers - Mentored engineers on career growth and development - Lead team in developing OKR objectives and goals on a quarterly basis* Lead Reliability Program efforts, improving On-Call experience by focusing efforts on reducing alarm noise. Also lead efforts in defining new Service SLOs and SLAs for new BLOB Service* Due to supply chain capacity constraints, helped the team pivot towards efficiency in new service to keep service adoption plans on track

Menlo Park, Ca, Us

* Owned and improved the Linux Container Image build system - Build system integrated with service containers, based on CPIO and RPM for the base OS - Helped define Core Container OS, as well as a new build and distribution system* Lead migration of infra services to new version of our container execution using cgroupv2 - This unlocked container support for the latest Linux Kernel features of cgroupv2 - Setup migration automation, monitoring, and tracking for services - Worked with partner teams for capacity requirements for migrations - Developed performance tests to avoid regressions during migrations

* Designed, implemented, and adopted new build and test infrastructure for the Linux Kernel - Migrated build system off Jenkins to internal build with Phabricator support, providing auditable changes from upstream Linux Kernel development - Created a new continuous build pipeline for the Kernel in Python and PHP - Integrated Build pipeline into Production Release pipelines with a custom Job engine and Chef for configuration management - Generalized Python Test Framework to be used by other teams in Infra* Designed and implemented an Asset Reservation System for low level systems testing - Allowed for use of test hardware distributed across multiple platforms and locations to be shared amongst dozens of engineers and automated test services without conflict - Asset reservation scheduler supporting both ad-hoc and automated build tests, Python and MySQL with a CLI and PHP front end. - Generalized reservation service with Thrift API to support multiple team adoption* Mentored junior engineers, interns, and bootcampers

* Developed Test Framework to provision and test new hardware, both internally and with external vendors, collecting metrics for hardware evaluation* Configured and automated provisioning for Facebook’s server fleet across data centers* Worked with external vendors and internal Data Center engineers to test and address sustaining Hardware issues and implement tooling and automation to resolve issues* Automated firmware and system software upgrades during provisioning across the server fleet* Developed tooling to monitor systems, collect data, and develop maintenance methodologies

* Handled provisioning systems, ensuring proper capacity needs are met* Handle site events, documentation, escalation, and resolution.* Automated alert actions and automated alarms* Performed standard systems and website troubleshooting - diagnosed troubles detected by our systems and work quickly to resolve issues and mitigate risk.

Tempe, Az, Us

• Support and administer a high-availability Linux environment consisting of several hundred Linux systems, primarily CentOS and RHEL based, primarily covering an entire shift for monitors and trouble tickets, as well as participating in an on-call rotation• Work with Server technology including DNS, NFS, MySQL, PHP, Apache, Sendmail, load balancing, Puppet, RPM, yum, and Virtuozzo• Provide shift coverage and on-call coverage for administrative tasks on the systems, frequently working with other departments, including Security Operations, Network Operations, Storage Operations, and Database Operations to resolve major issues• Work with newly developed systems including high availability 'Grid' cluster servers for mass Hosting options• Work with internal provisioning systems to ensure proper setup of products for customers• Work through documented procedural steps for systematic mass deployments to the environment, as well as fulfilling requests for additional servers, including configuration of production servers and application servers and preforming research on issues occurring within the environment• Manage Virtuozzo based Linux Virtual Dedicated servers, administering the servers as well as performing research on issues on the servers

Tempe, Az, Us

• Manage four separate tier two groups, spanning across multiple shifts, providingmetrics, and reporting for the groups to executives, as well as developing incentiveprograms to improve and encourage productivity.• Manage tier two groups for Advanced Hosting support, ensuring proper coverage andresolution of customer issues ranging over Phone, Chat, and internal ticketing systems• Provide feedback and coaching to reps and Leads in the department for both technicaland procedural issues

Tempe, Az, Us

• Reviewed and resolved high priority issues regarding support for our Hosting products• Provide an escalation point for tier two Hosting Support to resolve issues in ourShared Hosting environment• Multi-task multiple issues between customers ranging over Windows and Linux platforms

Tempe, Az, Us

• Provide phone and email support for our Assisted customers and Expert Hands requests• Complete custom installations and configurations within our Virtual Dedicated andDedicated server environments

Tempe, Az, Us

• Provided Technical Assistance for tier one phone and Online Support representatives, aswell as Server Support Representatives• Worked tier two escalations through our internal ticketing system for resolution orescalation to tier three support for both our Shared and Dedicated hosting environments• Worked with other Hosting Support Representatives to manage call and ticket queues

Tempe, Az, Us

• Provided technical assistance to customers regarding virtual dedicated and dedicatedhosting services via email, phone and chat• Troubleshoot technical issues within our Virtual Dedicated and Dedicated serverEnvironments• Work with Virtuozzo management console to assist customers on Virtual servers

Tempe, Az, Us

• Provided technical assistance for tier one phone and Online Support representatives• Extensive troubleshooting with Godaddy products and services• Advanced support and descriptive communication with our Office of the President ontechnical issues• Collected and reviewed data from customer support to determine and track issues thatwould have customer or employee impact, and communicated known issues to call centermanagers