Philip Hicks Email & Phone Number

Kansas, United States

SymplrSite Reliability Engineer 2021 -PresentEvaluating existing application deployments and facilitating the transition to enhanced cloud migrations for the future.Assessing the Company's requirements and recommending tools/applications to benefit the organization holistically (such as Artifactory, Zabbix, ELK).Examining current tools and providing support in problem resolution and troubleshooting in areas where knowledge gaps exist.Collaborating in the establishment of AWS Accounts and the development of deployment strategies.Serving as a Subject Matter Expert in various applications and CI/CD technologies, imparting knowledge to teams to ensure their success.

Kansas, United States

Cerner 2017-2021Senior Systems EngineerUtilizing the ability and strengths of Ansible to check, test, and deploy software in minutes and keep it from drift. Currently save 490 hrs of time in 8 months.Analyzing on time data with New Relic I have been able to continually improve the application performance to give the best end user experience. Deployed images and container for immutable application around the world using AWS to locations like; Canada, Sweden, UK, and Australia.

Fort Riley, Kansas

Contract to Thomson Reuters for desk side supportResponsible for providing full service setup of new customer service agents: IDs, Software, PC, Phones, Network Connection, SecureIDsOn call support agent for new Siebel software rollouts, troubleshooting, and resolutionsResponsible for transition of troubleshooting procedures to new call center in ManilaWork with team to keep 200+ agents fully operational while also resourcing out to other departments Supported and setup agents on Prism; Large KVM for 200+ agents to access over 100 sourcesInstall and support Thomson Reuters internal support software: 3000 Xtra, Station, Reuters+, and SiebelWorking on Project Ivory to help roll out new machines to all agents on the floor.

Troubleshoot and maintain computers, printers, and networking devices on small and large networks.Worked over the phone with clients that are out of state, solving their networking and computing issues with the highest degree of expertise and customer support.Setup Packetshapers and Ishapers for deployment on client networks.Constructed and configured Virtual Servers for deployment on client networks, active directory, and iSAN storage for data

Maintained and administrated Microsoft Windows 2003 servers, including Active Directory and Exchange 2003.Maintained and administrated Wordox and PBX servers.Maintained, supported and deployed client's Microsoft Windows XP workstations.Diagnosed and troubleshooting various network issues using reference materials.Maintained a high-level of customer service through end-user support, while always maintaining the highest level of propriety and confidentiality around sensitive materials and documents.

2006 Trouble Ticket ManagementUsed troubleshooting and customer service skills to quickly diagnose and resolve client's issues in a timely manner.Collaborated with other departments and individuals to quickly and effectively resolve issues for clients.Managed over 35 different proprietary programs used in the troubleshooting and management of clients issues and accounts.

Provided on-site support for customer's computer and networking issues of all sorts, while providing the highest level of customer service.Documented and communicated steps for resolving issues with the entire Geek Squad team through their on-line issue tracking system.Through diligence and knowledge became worth over sixty-six dollars an hour to the company.

Assisted clients with the installation process of hardware and software for SBC DSL.Fixed browser and other explorer issues related to the installation of SBC DSL equipment and software.Ensured that browser favorites and other browser settings were working correctly.Created extensive documentation on the process the customer took to get installed, and logged any issues the customer had.