Jamal Phillips Email & Phone Number

Manassas, Va, Us

Reston, Virginia, United States

• Managed customer implementation work request/projects across various platforms from inception to completion, ensuring timely delivery and client satisfaction; Prioritized and liaised internally and externally work request/projects to meet deadlines. • Established strong working relationships with clients through exceptional customer service and proactive communication efforts.• Managed a project to migrate 15 operators successfully to a customer’s next-gen network.• Managed the routing for 1,000+ global operators; Coordinated solution design, deployment, and launch testing with the account management teams and clients.• Supported platform owners in implementing new policies, procedures, and controls; Provided Tier III provisioning and support for SMS/iSMS/MMS/A2P/E-Mail platforms.• Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals; Identified areas in need of critical improvement and implemented strategies to achieve targets.• Supported and mentored the NOC team.• Trained/supported L1/L2 engineers on platform troubleshooting.• Analyzed application log data when troubleshooting to resolve platform/customer issues.• Diagnosed and prevented service impacting issues within the production environment.• Installed, configured and validated application software in the production environment.• Provided quality assurance for software deployments.• Coordinated system and network upgrades and deployments with the network engineering and system engineering teams.• Used XML to configure binds/routers and resolve customer issues.• Used Unix commands to navigate various platforms to resolve application and system issues.• Updated operator/customer information/configurations (routing, MDN ranges, SMPP parameters, etc.); Documented deployed configurations, as well as processes and procedures.• Provided On-Call support to ensure platform stability.

Reston, Virginia

•Managed customer implementation work request/projects across various platforms•Prioritized work request/projects to meet deadlines.•Liaised internally and externally to complete work request/projects when necessary•Provided tier 3 support for SMS/iSMS/MMS/A2P/E-Mail platforms•Analyzed application log data when troubleshooting •Used XML to configure binds/routers and resolve customer complaints•Used Unix commands to navigate various platforms to resolve application and system issues•Updated operator/customer information/configurations (routing, MDN ranges, SMPP parameters, etc.)•Assisted with 10DLC traffic implementation•Helped implement and support Splunk and CloudMark•Trained/supported L1/L2 engineers on platform troubleshooting•Created procedural documentation

Reston, Virginia

Tier 2 support for mobile operations. Update carrier routing, investigate and resolve iSMS & SMS issues, investigate spam related activities, resolve character mapping for carriers, & lead U.S. Tier 2 team.

Reston, Virginia

Lead a group of 3-4, prepared daily operation reports, prepared shift report, coordinated conference calls, monitored and troubleshoot SMS, MMS, GRX, and iSMS networks, & escalated to tier 2/3 engineers.

Chantilly, Va

Monitor and escalate issues on SMS, A2P, MMS, and GRX platforms.

Chantilly, Virginia

Monitored optical network, performed troubleshooting to isolate circuit issues, coordinated with vendors for maintenance and outages, installed network equipment at customer sites, & drew circuit/network diagrams to present to customers.