Alyssa Phillips Email & Phone Number

Pittsburgh, Pa, Us

Pittsburgh, Pennsylvania, United States

-Orchestrated the redesign of the county website. Launched December 2023. Reduced bloat from 2,600 to 1,300 pages, introduced an easily-grasped CMS, implemented modern design, and revamped navigation. This critical platform serves 1.25 million residents-Overseeing the Utility Management Software project, automating utility payment tracking, enhancing reporting, and developing integration with OnBase and AP systems-Currently driving the implementation of a new Ticketing System (ITSM) replacement with advanced reporting, streamlined workflows, API integration, enhanced security, and improved permissions management-Currently leading four primary concurrent year-long projects for Marketing, Facilities, Allegheny County Jail, and Department of Information Technology.

Pittsburgh, Pennsylvania, United States

-Primarily handled project consulting, directed team meetings, managed ticket queue, and delegated projects-Revised internal processes, leading in automation and implementing proper checks and balances for audit systems-Redefined client-facing material by creating new retainer contracts, marketing material, and cybersecurity policies

Dallas, Texas, United States

-Handled migrations, automation scripting, client onboarding, project consulting, board meetings-Designed project plans, created Statement of Works, provided hourly technical consulting for innovative ideas-Adhered to ticket SLAs, redesigned internal processes, solutions for O365 and on-prem servers for retainer clients-Additionally elected Team Lead to solely manage ~20 retainer clients, and directed/dispatched site visit techs-Participated in on-call rotation to provide 24/7 technical support for critical systems and emergenciesAutomation Excellence:-Developed onboarding/offboarding automation using Microsoft Flow and PowerShell Runbooks, reducing a 3-hour task to a 5-minute process-Ensured easy replication for diverse client environments, with customization for on-prem, cloud, and MDM solutions-Markedly improved the HR and IT processes for a company with a $22B annual trading volume and $4.4B in capital, saving 40 hours weekly—equivalent to a full-time salary

Phoenix, Arizona, United States

• Provided technical support and guidance to end-users and team members regarding hardware, software, and network-related issues • Developed and maintained technical documentation, including user guides and troubleshooting procedures• Conducted training sessions for team members on new technologies and best practices• Managed a high volume of incoming calls during the beginning of the 2020 pandemic• Due to unprecedented times in 2020, working from WM’s HQ in Phoenix (Hosts Waste Management Open - WMO) required me to drastically adjust the expectations for supporting internal team members across the country for the very first WFH rollout. This was not initially my hired position.

Phoenix, Arizona, United States

• Performed urgent repairs and preventative maintenance on 48 machines routinely• Tested equipment and adjusted machines of ~3,000 parts• Studied maintenance manuals and schematics, earning a promotion from Junior Mechanic to Mechanic I• Responsible for the venue’s HVAC, plumbing, arcade, and electrical systems when Operations Manager was unavailable/delegated• This position was important for my career path because it demonstrates my ability to effectively problem solve, plan extensive and efficient routines and downtimes/upgrades, and furthered my interest in pursuing robotics (future college major)

Phoenix, Arizona, United States

• Leading Sales Representative in cold-approaches/upselling• Given the opportunity to solely manage my own kiosk within the first month • Processed orders and provided excellent customer service to generate loyal clientele• TRANSFERRED to Support Specialist title per my request, different department. My boss had told me I successfully negotiated it as a promotion, but my rate did not increase with my job duties, so I left after 2-3 months of providing technical support in my new role.

Wisconsin Dells, Wisconsin, United States

• Successfully installed rack-mounted servers• Efficiently staged and reassembled hardware for 300+ desktop computers• Work Study provided dedicated training of skills and insight on in-shop experience • This was a work-study opportunity provided through a grant-funded program