Jeremy Phillips Email & Phone Number

Woodinville, Washington, United States

Recruited to build out an Azure/AWS/GCP focused Managed Services practice.

Kirkland, Washington, United States

Recruited specifically to improve Service Delivery by providing effective management controls, team leadership, and process and policy development.Responsible for overall Service Delivery efforts as the company experienced 5x revenue growth over three and a half years. Scaled the service team from 11 people to 35+ successfully by implementing management and team lead roles. Implemented AI powered toolset to enhance ticket response times while maintaining CSAT of 95%+.

Kirkland, Washington, United States

Kent, Washington

Responsible for Managed IT Service Delivery across our Help Desk, Field, Bench, and Escalated (Tier 2/3) Local Support Teams supporting 4,000+ users in 120+ organizations throughout the United States.Direct management of 18 employees providing 24x7 support coverage from 4 offices spanning 450 miles of the I-5 corridor.Authored and successfully implemented a Geographically Distributed Service Delivery process that resulted in CSAT increasing from 93.8% to 97.7%, and a 7% increase in First Contact Resolution through an emphasis on consistency derived from process adherence.Developed KPIs at both the team and individual resource level and manage to them daily, including one-on-one mentorship to team members to assist in their professional development and implementation of regular "Lunch and Learn" sessions.

Kent, Washington

While engaged in this role I was responsible for high touch support for our largest customers in the Seattle area, including functioning as a single point of contact, providing ongoing strategic technology planning, and ensuring overall client satisfaction.

Sammamish, Washington

I was an independent consultant contracted to a regional Managed Services Provider to provide ongoing consulting services with the goal of growing their Managed Services practice by providing Tier 3+ support for customers, encouraging adoption of best practices based on ITIL/MOF, assisting in establishing documentation standards & templates, pushing adoption of security best practices, and providing mentorship to members of both the Engineering and Help Desk teams.

Sammamish, Washington

Owner of boutique consulting firm that initially specialized in Exchange, Active Directory and internet infrastructure. In the initial 15 months of full-time operation, I grew the business from zero to $1M+ in revenues. Within 36 months I successfully scaled the business to 7 full time consultants. In 2016, I began pivoting the business to focus on Managed Services for the SMB market. In November of 2018, the company became part of Kelley IT Solutions.Select consulting engagements include:• Non-Profit Organization – Designed and deployed managed ADFS implementation on Azure with full high availability, utilizing multiple DCs, WAPs, and Azure Load Balancing to support SAML SSO for roughly 450 users.• Architecture Firm – Design and deployment of Exchange 2010 infrastructure followed by migration of approximately 300 users from Lotus Notes 6.5.• Privately Held Mining Company - Served as Quest Migration Manager SME for a post-acquisition Microsoft Exchange consolidation and migration project impacting more than 1,000 users.• Financial Services Firm - Served as Quest Migration Manager SME to assist in consolidation of 30,000+ user AD/Exchange migration and consolidation.• Microsoft Learning – Served as Exchange 2010 SME in the process of developing OD/USD for Exchange 2010 certification exams and training.

After acquiring a competitor located in Charlotte, NC, and nearly doubling in size, I was asked to return to Azaleos to take over management of their Network Operations Centers in both Seattle, WA & Charlotte, NC. I was responsible for the 24x7x365 operations of unified communications infrastructure for over 90 organizations comprising a total of over 180,000 seats. Supported infrastructure includes Exchange 2003/2007/2010, SharePoint 2007/2010, OCS 2007 R2, BlackBerry Enterprise Servers, NetApp & EMC SANs, Active Directory and Windows 2003/2008.• Day to day management of Network Operations Centers in Seattle & Charlotte with a total of 15 direct reporting team members.• Functioned as technical escalation point and mentor for NOC team members as well as the Operations Engineering and Architecture teams.• Established metrics program to analyze trending in alerts and response times.

Redmond, Washington

I was engaged for a short-term contract at Microsoft as a Senior Operations Engineer for the Exchange Labs/Outlook Live infrastructure. Outlook Live was, at the time, the largest Exchange installation in the world with over 16,000,000 mailboxes deployed on Exchange 2010 across five datacenters, and is the foundation for what is now Exchange Online. Key projects included:• Deployment of Dublin & San Antonio R4 datacenter infrastructure, eventually supporting up to 10,000,000 mailboxes per site.• Migration of over 16,000,000 mailboxes from R3 to R4 infrastructure. • Authored custom PowerShell scripts to ensure migration success.• Disaster recovery of 41,000 mailboxes spread over twenty-two databases in a six-hour period. Fully documented disaster recovery process for future use.

As the Director of Operations for Azaleos, I was responsible for the 24x7x365 operations of over 60 Exchange organizations comprising a total of over 70,000 seats.* Managed the Network Operations Center as well as the Messaging Engineering team with a total of 24 direct reporting team members. * Wrote and instituted the Azaleos Operations Framework, loosely based on the ‘Operate’ portion of the Microsoft Operations Framework.

Manager for Operations Engineering team supporting over 50,000 seats of Exchange 2003 and Exchange 2007.

Senior member of Operations Engineering team supporting over 50,000 seats of Exchange 2003 & Exchange 2007.

As a Partner Technical Consultant, I provided remote consulting services to Gold Certified Partners throughout the US. Specializing in Active Directory, Exchange & Office Communications Server 2007, I assisted partners in developing go to market plans for new technologies followed by customized training for their employees and ongoing assistance with new tech such as Exchange 2007 SCR and OCS federation.

During my tenure at NetConnix I was a road warrior consultant delivering professional services on behalf of Quest Software. Selected engagements are as follows;• MTV Networks – Served as Quest Exchange Migration Wizard SME to assist internal IT department with 5,000 user inter-org Exchange migration from Exchange 5.5 to existing Exchange 2003 organization. Project was completed nine months ahead of schedule.• Interpublic Group – This project ultimately consolidated 300,000 users/mailboxes to a single Windows 2003 AD & Exchange 2003 organization. I began this engagement mid-way thru the project and provided subject matter expertise in Exchange Migration Wizard to assist the customer in completing their complex consolidation.• McLeod USA – Served as Quest Exchange Migration Wizard SME on inter-org Exchange migration from existing Exchange 5.5 organization to their new Exchange 2007 organization. Project goals were to complete 25% of the migration at the end of my three week engagement. We managed to complete over 50% of the migration by the end of the engagement and the project was ultimately a success.• Engelhard Corporation – Served as Quest Migration Manager for Active Directory SME to assist client in intra-org migration to collapse twenty two child domains into a single active directory domain. At the end of the two week engagement the customer was well ahead of schedule and the project was ultimately a success.• Perot Systems – Assisted Perot Systems with an intra-organizational migration for their customer. In excess of 30,000 users in numerous NT4 domains, Active Directory domains/forests, Exchange 5.5 & Exchange 2000/2003 organizations were collapsed into a single Windows 2003 Active Directory & Exchange 2003 organization. Served as SME for Quest’s Domain Migration Wizard, Migration Manager for Active Directory, Migration Manager for Exchange and Exchange Migration Wizard tools.

Education record

Education record