Support Engineer Technical
Resume:
Douglas Ferguson ** Linden Ave Stanhope, NJ *****
****@********.***
Career
Summary
I'm an engineering leader with an understanding of applications and systems from top to bottom. I've spent more than 25 years dealing with customers and a wide variety of computers and technical issues.
With the ability to intuitively feel my way through problems and an intense focus on customer needs, I bridge the gap between development, sales, and support bringing faster time to money and higher customer satisfaction, My experience with a wide variety of programming languages and technologies enables me to quickly learn new technologies on the job. Skills C, C#, C++ Languages Object Oriented Design Microsoft Foundation Class SDK Multi-threaded application design and optimization
VoIP Protocols (H.323, SIP) Computer Telephony
Windows Server 2008, 2003, 2012 OpenStack
PHP Linux / Solaris
SNMP VMware
MySQL
Certifications EMC eProven Certified Professional – Cloud Architect Specialist VMware Certified Professional (VCP-DCV65)
Experience DellEMC
Principal Support Engineer - Converged Infrastructure October, 2016 – May, 2025
§ Supporting PowerFlex (formerly ScaleIO), VxFlexOS VxRack appliances in converged computing architectures.
§ Assisted customers with issues involving VMWare and Cisco switches
§ Diagnose hardware issues and dispatch replacement parts and labor as necessary
§ Team SME on OpenStack
Technical support team lead for EMC VxRack Neutrino - Converged infrastructure cloud compute & cloud foundry product. July, 2015 – October, 2016
§ Interface with development and test team to determine product deployment issues
§ Developed training for support group and brought team up to speed on OpenStack
§ Troubleshoot hardware and software configuration issues with Arista and Cisco network hardware.
Principal Support Engineer – Resource Management Software Group October, 2007 – July, 2015
§ Responsible for supporting Tier 1 financial and telecommunication customers deploying SMARTS ITOI, Network Configuration Manager
(formerly Voyence), and Watch4Net APG for network monitoring and management,
§ Performed trailblazing role on new products and technologies Developed internal support training and labs.
§ Responsible for working with development and customer service management teams to handle complex or escalated issues.
§ Troubleshoot and triage incoming issues to assist QA and development engineering in determining root cause and possible solutions.
§ Develop solution articles for EMC support website to assist customers in self-help scenarios.
§ Troubleshoot interoperability issues with SNMP, CLI, and XML interfaces on Cisco, Juniper, and other networking equipment.
§ Coach and mentor for other engineers on the support team
§ Developed VMware vCenter 5.1 based virtual lab structure for testing of customer environments and training on products for support team.
§ Subject matter expert on OpenStack, VMWare, Docker and cloud technologies for Advanced Software Division support teams. Bethlehem Church
Network Administrator (Volunteer position)
August 2005 – February, 2019
§ Migrated 20 client computer office network from Windows NT 4.0 to Windows 2003 Active Directory
§ Deployed Retrospect based network backup system
§ Responsible for migrating users to new desktops
§ Deployed on demand VPN connection between church campuses.
§ Designed and implemented pfSense based wireless infrastructure to provide network access to staff and visitors.
§ Designed PHP based web front-end for custom database solution for tracking church members
Intel Corporation
July, 1996 – August, 2007
Staff Technical Marketing Engineer – Modular Communications Platform Division
April, 2005 – August, 2007
• Planned and executed the rollout of services for Channel and Tier 2 customers for Intel AdvancedTCA products. Provided channel marketing with training and additional technical collateral to help win new business.
• Led technical team for new CompactPCI and AdvancedTCA product support. Brought team up to speed on new products and assisted with setting up support processes.
• Assisted design-win teams with proof of concept solutions and benchmark information for new accounts.
• Responsible for sustaining engineering of AdvancedTCA Single Board Computer utilized by 2 Tier 1 Telecom equipment manufacturers. Included triage on customer issues, deep dive investigations, and driving the resolution with the internal engineering teams.
• Provided cross-team support for AdvancedTCA shelf manager project which included documentation, customer support, and interface with design engineering on new product releases.
• Represented Modular Communications Platform Services group on various service planning committees to ensure that the support organization would be fully prepared at product launch.
• Served as senior resource and knowledge expert on Intel architecture, optimization, multi-threading design, and operating systems within MCPD services.
Sr. Technical Marketing Engineer – Applied Telecom Solution Center April, 2000 – April, 2005
§ Responsible for assisting sales team and field application engineers with design-win activities on a variety of communications solutions involving Voice over IP (VoIP), IPTV, IVR, conferencing, unified messaging, and standard telephony networks using the Intel Netstructure products. The total value of these design wins over 5 years was over $400 million.
§ Assisted customers with integrating new technologies and protocols with Intel Dialogic telephony boards and software utilizing C and C++ development environment.
§ Developed prototype solution for integration of SIP protocol with Intel Dialogic VoIP products.
§ Developed fully function 192 port demonstration system for utilizing Speech Recognition and Text to Speech in a combined VoIP and standard telephone network for information retrieval.
§ Lead developer on object oriented C++ Communications Services Framework used by the team as a starting point for customer’s development, creation of demos and proofs of concept.
(http://sourceforge.net/projects/commsvcfw).
§ Acted as project manager on several design win efforts and reference system projects.
§ Made presentations at various conferences such as Intel Developer Forum and Intel Communications Tech Summit. My ratings at these conferences were always in the top 10 of the conference.
Applications Engineer – Customer Engineering Business Unit July, 1996 – April, 2000
§ Responsible for supporting Intel’s worldwide customer base with installation, code development, debugging, and general troubleshooting during the pre and post sales process.
§ Produced demonstration code using the Intel Dialogic SDK in C and C++
§ Reproduced customer problems in lab environment and entered bug reports for these issues.
§ Worked closely with development engineering to resolve product issues.
§ Produced and delivered training courses for internal and external use.
§ Visited customer sites to assist with critical issues
§ Developed sample code and white papers for publication on Intel support web site.
§ Nominated to President’s Club in 1999 for outstanding support of Elite Support customers
Education BS Mechanical Engineering w/ honors
Rutgers College of Engineering
Presentations
and Papers
“Network and Server Management Using EMC Smarts”, NJ IEEE IT Professional Conference, April, 2013
“Building a Wireless Access System using pfSense”, Trenton Computer Festival, April, 2013
“Designing IP Voice Services: Using the GC and IPML libraries”, Intel Developer Forum, September, 2004 – Highest rated communications presentation, #3 for all of IDF.
“Designing Telephony Services”, with Dwight Irving & Walter Shands, Intel Communications Summit, October 2003
“Linux Platform Integration Issues” with Jitendra Shekhawat, Intel Communications Summit, October 2003
“Host Media Processing”, Tokyo Electron Division, February 2003
“Developing with the IP Media Family”, Intel Communications Summit, October 2002
“Media Services in the Transitional Network” with Glenn Thorne, Intel Communications TechSummit, October 2001
“Key Technologies for the Next Generation Network” with Jitendra Shekhawat, Intel Developer Forum, February 2001
“C++ Telephony Framework”, Intel Communications TechSummit, October 2000
“Designing for Debugging”, Intel Dialogic TechSummit, November 1999 References Available upon request
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