Phil Shoemaker Email & Phone Number

• Responsible for starting BI team and managed two direct reports. Set vision, long term goals, and quarterly priorities and commitments for the team. Coordinate and run quarterly planning meetings.• Created and maintained Employee Spreadsheet, Teams Channel members, and SharePoint Site security for our Vertical within the i3 organization while ~40 subsidiaries were folded into i3 Verticals• Produced various reports on revenue as requested (maintenance renewals, hosted accounts, products and transactions)• Utilized Excel, Intacct, Power BI, SQL Management Studio, OnBase Workview to retrieve data and solve problems stakeholders present to the BI Team• Created Org Chart for the Enterprise Solutions Vertical with Power Apps and embedded into SharePoint site.• Created a solution within OnBase Workview for commission-tracking for Account Executives. Created Power BI Report so AE’s can track their progress towards bonuses and quotas, visually see the commission amounts they have earned, are currently owed, and totals they have been paid throughout the life of the Incentive Program.

• Co-managed a team of 15 Technical Support Engineers, 8 of which were direct reports• Fostered a collaborative and high-performance culture• Mentored Senior Support Engineers to prepare them for management and leadership• Set clear goals, objectives, commitments and priorities for the team• Continuously evaluated and improved support processes to enhance efficiency • Worked closely with PS managers to transition solutions to our support team seamlessly• Addressed customer dissatisfaction and other critical situations with solution stakeholders• Involved in support pricing reviews for maintenance renewals, and produced Power BI report to make data-driven decisions around increases• Created a Power BI report that provides a “360 View” of each account that is heavily used across the organization• Organized, created and sent out a CSAT survey to all customers, touching on each customer-facing department within the organization.• Experience in all phases of employment cycle (interviews, hiring, separation)

Greater Grand Rapids, Michigan Area

• Became Certified in the OnBase API• Manage escalated support issues • Mentor Technical Support Engineers• Conduct formal Case Reviews with Technical Support Engineers • Approve projects and upgrades for transition from Professional Services to Customer Care• Contribute to process improvements for Customer Care department• Develop and maintain OnBase Dashboards and WorkView Report Processor reports internally• Review active/closed cases and various reporting metrics for quality assurance• Created Customer Care Power Point presentation for prospective customer demos and transitioning new customers from Professional Services to the Customer Care team

Greater Grand Rapids, Michigan Area

• Upgraded OnBase and Kofax environments• Answered Technical Support Line and monitored Technical Support Inbox for new requests• Heavily involved in the transition of 14 customers to ImageSoft from previous reseller• Became Certified in OnBase WorkView• Assisted in design and implementation of internal Support Case Management System

Greater Grand Rapids, Michigan Area

Responsible for the implementation of customized Enterprise Content Management solutions utilizing Kofax and OnBase suites.

Worked in an open-question Advanced Math & Science Tutoring Lab and assisted students of all ages in the subjects not limited to Physics, Mathematics, Chemistry, Statics, Pro-Engineer CAD software, MAPLE software, Microsoft Office.

Bachelors Of Science, Physics

Activities and Societies: -American Physics Society -Grand Valley State University Physics Club

Associate Of Science (A.S.), Mathematics