Philip Freedman Email & Phone Number

Columbia, Maryland, United States

Oversaw teams on three continents responsible for 100% uptime of production and test environments, security, and support for systems used by over 160 Allstate teams that handle billions of data points for Allstate customers.

Introduced incident management by consolidating three tools into one ticketing system for improved tracking and escalation. Developed SLAs and a Priority Matrix that improved average ticket resolution to two days from two weeks. Additionally, created a team and strategy for communicating important incident information across the stakeholder community.

Advanced a number of open technical projects for multiple contracts:CMMC audit preparation (L1-L3)• Creating and documenting processes• Developing Training programs• Okta rollout• Setup and app creation• Active Directory integration• Application configuration• Communication strategyZabbix setup, monitoring, mapping, applying templatesCRM consulting and rollout prepMS Exchange optimization

Arlington, Va

Ran a diverse team of engineers responsible for the full technical life-cycle of a loan from application to decision and through renewal. With a focus on quick turnaround, building efficiencies, collaborative enhancements, and constant process improvements to provide employees and merchants with a positive and successful experience.

Frederick, Md

Recruited by the CEO to provide executive leadership and represent the Support and Operations teams’ day-to-day and long-term client commitments. Directed daily operations of 18 employees across both teams, responsible for client education and issue resolution. Led a collaborative effort to improve cross departmental synergies to drive increased client satisfaction by improved communication and streamlined processes.

Gaithersburg, Maryland

Worked In a PM capacity to assist Virtustream with their Nocsmart implementation.

Recruited by the Head of Technology to provide technology and organizational leadership to an inbound/outbound call center which generated more than 75% of the company’s total revenue. Directed daily operations of 50 employees, across three teams, responsible for administration, insurance verification, and self-pay resolution.

Collected requirements, solicited vendor RFP's, project managed setup, implementation, rollout, and adoption of new software solutions for multiple business verticals.

Washington, D.C.

Since joining this provider of education, mobile, communication, and commerce software and services in 2001, I steadily advanced into positions of increasing accountability and scope. Managing 3 functional areas, I worked with stakeholders in identifying technology and service gaps and developing new processes and procedures for streamlining and enhancing organizational efficiencies.Highlights included:* Helped achieve 5 consecutive years of double-digit, YOY revenue growth and exponential expansion of employees from 15 to 3,000+ as a result of multiple mergers and acquisitions.* Played key role in improving managed hosting uptime to 99.99%, while decreasing avoidable outages by 90% in 1 year, saving millions of dollars annually through decreased on-call servicing.* Increased maturity of Infrastructure & Operations by 90% and Business Process by 18%.* Elevated capacity management by 31% in 4 months through corrective actions that gained immediate recurring savings.* Led successful rollout and cultural acceptance of SharePoint as a knowledge management system, resulting in immediate adoption by 7 departments in lieu of older legacy systems.* Served as single point of contact for 6 acquired companies, during 2 years, using the managed hosting infrastructure.* Created client early warning detection requirements; displayed 30+ key client metrics in a single dashboard, enabling immediate identification of problematic clients in need of proactive support.* Architected ASP sales provisioning, execution, and delivery system that grew into a Global Implementation and Delivery team comprising 4 employees and facilitating efficient client on-boarding and management.* Designed and managed RACI charts, roles & responsibilities matrix, and operational run books for multiple divisions of newly acquired companies.* Established after action review (AAR) criteria, ticketing system, and process, which helped identify process gaps and need for new processes.

Washington, D.C.

Originally recruited as Product Support Technician, I earned rapid promotions to Manager, Application/Technical Support, Manager, ASP Support, Manager, ASP Service Assurance, and Senior Manager, ASP Support. In early roles, I hired, built, and managed 9 Technical Support Managers and supported core Blackboard Learn applications, including both front-end GUI and back-end software. In higher-level positions, I helped grow the organization from its early stage, with a staff of 4 supporting 400 local clients, into a worldwide operation with 17 team members supporting 2,000+ clients, including moving the entire support team to a new network operations center (NOC).Highlights included:* Built internal Tier II support group focused on a “Centers of Excellence” model for improving the client experience.* Owned transition of 600+ clients to Tier I support during 6 months and assisted in oversight of outsourced Tier I support to Rochester, NY.* Collaborated with management in successful rollout of outsourced Tier II team in Chennai, India.* Developed and implemented process, procedure, and lifecycle workflow that increased business efficiency.* Assisted in engineering new automated systems that improved communications between Support and Operations and provided quicker ticket resolution and higher success.

Washington, D.C.

Supported core Blackboard Learn applications, including both front-end GUI and back-end software. Provided 1st level support to system administrators, instructors, and students in a high-stress, team-oriented call center environment.

I worked as an IS Technician responsible for the upkeep of Delaware's park Network and troubleshooting for approximately 500 end users. Experienced with computers, copy machines, POS systems for gift shops and bars, Novelle, AS-400, Windows and Linux based servers. Also served as the Security Administrator for 4 months.

I Worked for two seasons at Hershey Park in Hershey, PA with two dolphins and three sea lions as a marine mammal trainer. Along with training the animals, I also announced shows and worked the animals during the shows. (note: I also dressed up as Rolo 5 days a week for the "Sweetest Parade on Earth").