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Technical Support Management

Atlanta, Georgia, United States
October 01, 2016

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Jeffrey Phillips

Home Phone: 404-***-****

E-mail address:

Authorized to work in the US for any employer


8+ Years of experience in IT field with every increasing levels of responsibility and expertise in a wide range of technology disciplines. Healthcare, Hospitality, Legal, Financial, Banking, Advertising, Media, E-Commerce; Retail, ITSM Modules Vendor Management, Project Management

7+ years of supporting Active Directory domain design and Implementation. Enterprise Document Management. Microsoft Window Cluster Administration; Enterprise level GPO Analysis and management.

5+ years of supporting UNIX, Linux operating systems, RedHat, CentOS, Fedora, Solaris, SAN, NAS Technologies. VMware ESX, MS Hyper-V, and F5 load balancing. Experienced implementing disaster recovery plans, work on all phases of Software Development Life Cycle (SDLC Configuring Identity certificates, Map certificates

5+ years Performing core infrastructure changes in all phases of a project, to include systems transitional planning and supporting of high availability servers to include periodic audits and restore testing, updates, patches, and service patches as needed; Demonstrated ability in diagnosing server performance issues with HP/Dell blade infrastructure and networking components.

5+ years Designing and managing electrical and environmental needs of Data Centers and Wiring Closets including Cooling Systems, UPS and Generators network consolidations, Cat-5e cabling.T-1 installations, Data Center/Call Centers infrastructure automation, Enterprise Applications Integrations, Assets management and Co-location builds

5+ years of supporting large scale e-Commerce build release application platforms, TCP/IP, DNS, DHCP, DFS, ARP, IIS,VPN IKE, SMNP, mobile application integration; Frame relay, Leased lines IP. Support for Dell PowerEdge2900 servers, Apache web servers Tomcat Server, IIS servers, SQL Integration, failover clustering, supporting Oracle 11g.

5+ years supporting 2008/2012 SQL Servers in Data Center environment. Experience with configuration, performance tuning and backup recovery. Configuring and managing Oracle11g Servers, MySQL database Servers Cisco switches in Data Center environments. Experience with software Enterprise deployment procedures/requirements-in compliance with Change Management; Risk Assessment regulatory guidelines for HIPAA and SOX.

Strong working knowledge in Shell scripting Linux, Perl and programming languages PHP, Python; XML PowerShell, VBS, JavaScript scripting, JQuery, Java Applications Support.

12/15 – Present BOSS Solutions Norcross, GA System Administrator/ Solutions Architect

Responsible for overall customized architecture, building enterprise integration solutions, system administration, network maintenance and automating Infrastructure components; engaged agile practices to perform cost reduction and data-center modernization. Identified and eliminated bottleneck processes that were in place and increased work flow efficiency by 20% in two months; Administered workload stabilization on Linux platforms(CentOS) applying upgrades and patches; Space management, capacity planning, analyzing performance issues for test and production environment; Disaster Recovery (DR) planning, documenting and defining change procedures policies; annual license renewal of BOSS products; Administered workload stabilization on Linux platforms(CentOS) applying upgrades and patches, space management, capacity planning, analyzing performance issues for test and production environment; Performing Active Directory(AD) and LDAP troubleshooting and implementing/administering security solutions across multiple domains and platforms; Define support solutions, performing software updates, backup and software deployment strategies on customer’s network; Windows server 2008R2. 2012r SQL Servers configuration management and troubleshooting; Lead evaluation testing of Azure cloud platform (servers, network, and storage.); Build/Deploy VMs on ESXi 4.x/5.x server using virtual center server access for test environment; Conduct build pre-sale consultation to optimize product strategy and policy procedures integration of our product and solution on customer’s network; Provides mentorship, knowledge transfer and technical support to project team members. Updated company forum; Develop technical plans to define content delivery scopes for organizational technical knowledge management during company rebranding; Provide operation support for database design and hardware upgrades service of delivery platform creating SQL queries to resolve production issues; Provide support for server patching deployment software install performance tuning; Establish Incident management guidelines to ensure security compliance standards based on ITIL framework; Responsible for reengineering support operations making improvements in customer response time overall functionality streamlining availability of IT resources and successfully planning and closing major projects within the schedule baseline.(project management); Collaborated with Dev team to test mobile application functionality against user acceptance requirements.

Environments: ASP.NET, C#, ADO.NET,SQL Server 2012, Microsoft IIS 7.5 &IIS 8.0, Azure, AWS, VMware, Jenkins XML SOAP, Linux, ITIL JIRA HP Quality Center, IBM Tealeaf, ITIL Framework ITSM integration

07/14 – 08 /15 Home Depot Atlanta, GA Developer/Implementation Engineer

Member of the Enterprise Services team, responsible for automating new POS platform, within agile environment. Provided technical support for enhancing e-commerce applications deliver .PaaS and IaaS environments infrastructure deployments. Identify defected code collaborated with developers to support business continuity. Troubleshooting of system performance related to Network and Webservers’ issues Created SQL scripts to research Production, Development, Testing environment issues Approved and executed Change management requests for hardware, software integration within a multi-tenant Windows/Linux enterprise environment. Used Performance monitoring, Protocol Analyzer tools for auditing, monitoring and troubleshooting servers’ performance related issues. Parsed custom formatted log files, collaborated with developers to support business continuity; Collaborated with both supply chain and logistic teams to ensure data integrity and designed fulfillment solutions using IBM Sterling (OMS) to over 2200 stores

06/13 – 06/14 SunTrust Bank Atlanta, GA Windows/Linux Integration Engineer

Responsible for Enterprise provisioning, installation/configuration, operation, and facilitating of systems hardware, software and related e-commerce infrastructure upgrades. Analyzed Linux server architecture and storage protocols. Collaborated with developers/middleware teams to ensure smooth transition of projects from definition to Go Live. Deployed and automated release processors for scalable high load application systems. Configured and tested SQL servers, web servers IIS/Apache 5.5. Identified requirements for upgrades in storage and processor capacity or system software releases within agile environment. Analyzed and diagnosed Linux Red Hat system failures. Served as a point cross-functional technical leader on project builds migrating applications from Windows to Linux. Used F5 Load Balancers for creation of VIP and configured load balancing policies.

03/13-06/13 The Lamarr Group Atlanta, GA Implementation Engineer

Short term contract role for BCBS of GA. Project lead and manager of four employees for two agile projects Engineering infrastructure upgrade solutions validating of systems current state against business unit requirements. Data-Center virtualization performance tuning, capacity planning. Integration and site scalability of WebSphere Commerce based applications and processes. Diagnosed and resolved issues within Windows and Linux environments including software provisioning through System Center 2012 R2. Worked with Applications team to Configure Webserver Plug-ins for both Weblogic and Websphere Servers.

06/12-03/13 DG FastChannel-Pathfire Inc. Alpharetta, GA Appl. Support Engineer

The role was accountable for systems availability, functionality, security, monitoring, and performance optimization of Pathfire applications. I worked with deployment team to investigate bugs and diagnose issues. Efforts spanned across multiple media platforms using Linux technologies. Project lead for implementing custom hardware/software roll-outs and productions database upgrades. Directly responsible for supporting backend operations with over 6000 servers in a mixed use Linux/windows environment within two large Data Centers. With in-house developers and quality assurance engineers deployed configurations files and monthly patches updates. Created scripts and SQL queries to ensure custom hardware performed as intended. Worked with team of project engineers troubleshooting infrastructure issues in Linux Clustered environment. Created JMS Server, Connection FlipFactory, Foreign JMS server, Message Bridge, Topic/Queue, Distributed destinations as part of Weblogic JMS Configurations. Responsible for creating new support policies and procedures surrounding post implementation maintenance and support level agreements.

Environments: Advertising Digital media, content management, Solaris, MySQL, Sybase Java, Linux Cluster monitoring Hobbit monitoring TeleStream, Apache, PHP, Windows 2003, 2008 R2, Cerona routers, MySQL, Salesforce, SQL Server 2008 Oracle11g JIRA, Javascript.XML Kaseya. Restful SOAP

08/09-06/12 The Lamarr Group Atlanta, GA System Administrator

Managed and performed hardware-software refresh strategies; Administration of active directory for existing networks. Responsible for installing, managing, and maintaining desktops, enterprise printers, scanners and other hardware across multiple platforms; Managed and performed hardware-software refresh strategies. Responsible for deployment and Windows/Linux administration, provided data recovery/systems and database backup support. Performed system upgrade from XP/2003/2007.

Environments- Legal-Accounting/finance- Microsoft XP, Windows MS exchange, Microsoft server 2003/2008R2; VMware, Cisco, Barracuda, Active Directory; Nortel; Linux, Noble PBX System, Nortel, Web logic, JavaScript, ASP.NET, Unix, My-SQL,Oracle11, Symantec Backup, Windows XP, Red Hat

03/08-05/09 Axiant/Mann Bracken LLC Atlanta, GA Network Administrator

Analyzed and maintained all facets of Call-Data center IT infrastructure, provided application and technical support for Corporate Headquarters Relocation Project with a major acquisition integration that included 18 satellite offices. Performed all duties related to Linux and windows administration Configuring and testing data networks and performed new servers builds updating software releases. Designed and Implemented a 500 Seat call center infrastructure project with Cisco Unified Communication Manager. Perl scripts, asset tracking of legacy equipment workstation decommission and new installs. Migrated MS exchange servers from 2007 to 2010.Worked with deployment and development teams Modernizing legacy document management systems to Sharepoint 2007 platform. Exposed to VSAN/NSX technologies and builds/troubleshooting.

Environments- Legal-Accounting/finance-, Microsoft server 2003/2008r2; VMware, Cisco, Barracuda, Active Directory, Nortel,Linux,Noble PBX System, Oracle11g,Weblogic, JavaScript, ASP.NET,Unix Windows NT .MySQL, EMC, SQLServer2008, Symantec Backup,Barracuda,RedHat, CentOS

08/07/-02/08 Prime Care Technologies Alpharetta, GA Help Desk Analyst

Provided remote technical support for long-term hospitals facilities with over 1200 system users employing health care specific application procedures, in compliance with HIPAA regulatory guidelines Assisted in developing and maintaining technology upgrades. Break/ fix support. Analyzed first level technology issues, documenting and all support resolutions with track-IT ticketing software Configured, installed Cisco-AirNet devices for major wireless network infrastructure .Tested and deployed servers for Windows 2008 enterprise upgrades. Supported proprietary web applications hosted on Linux servers at data center. Troubleshooting Active Directory and updated group Polices configurations.


Atlanta Technical College June 2012

A.A.S. Computer Information Systems

Database Administration-Oracle 11g

Atlanta Technical College June 2007

A.A.S Computer Information Systems

Cisco Networking-concentration

Pursuing PMP Certification – January 2017

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