Phillip Dobbs Email and Phone Number

PACSgear support - troubleshooting errors on PACSscan, Media Writer, MDR, and Core products

- building Virtual Machines for the site locations - updating menu items and prices- general Help Desk on the weekends

Implementation is the liaison between the Help Desk and Development. The goal is to make whatever new enhancement or change seamless to Franchises, our Help Desk and ultimately our customers at the sites. I, along with my team, have been installing such products as Online Ordering, EMV and Win10 plus a refresh of the equipment at each location across the country. OLO initial install has been completed, EMV (chip readers) has been completed and Win10 is approximately 76 % completed. Next is Conversional Order, Tablets, Bring You Own Device (BYOD) and Wireless EMV. Pilots on most of the coming have been completed and are in the works.

Played the role in the Help Desk for IHOP and Applebees restaurants. The department handles inbound issue calls and also make out bound calls to the sites, franchises and to repair vendors. The goal is to find a resolution to help the sites run smoothly, even when there is a hiccup. Internally, I help my colleagues learn their position. and coach those that struggle. With this position I have been a Tier 2, which is a balance of technical knowledge and Tier 1 management. I have found in my experience with this company, that I am geared to the management piece of things. I have the technical skill, but enjoy the management side more. I try to approach things with my example, not do as I say. The trick is to build up, improve and retain quality people. On the technical side of things, we use ITSM for the ticketing system. MS Office 365 used for various things, reports, email and so forth. We use multiple connections programs to access the sites and franchise labs. As we are speaking with the customer, franchises and vendors, I am always trying educate and inform so in the future things go a little smoother when the hiccups arrive. I do a lot of troubleshooting, breaking things down, and finding the cause that is generating the symptoms. Since we use different platforms for the different brands, I have helped update and develop a working knowledge base so everyone can tap into the information and be on the same page. It is a knowledge base that is constantly updated, because franchises differ and so do the brands and things change. With Applebees, we have proprietary Point of Sale software and with IHOP, we have brand specific modified version of Micros . This position has given me guidance as to what direction I want to move into in the future.

This position was good learning experience. It required a lot certifications on multiple brands, such as Dell, HP, Lenovo, Sony and so on. The position was working as a break / fix technician for warranty items. For instance, your laptop screen broke, I came out and fixed it. This included ordering new parts from the specified brand if needed, sometimes things come DOA. My typical day consisted of logging on the online portal in the morning, accepting the jobs in my territory, printing off the work orders and going to DHL/ FedEx/UPS to pickup the parts. If package arrived, I would then call the customer and setup and specific appointment time to make the repair. This required very specific time management and route making skills, to get everyone in a timely manner. Additionally, depending on what kind of repair it was, would depend how long of a window I needed. My territory consisted of multiple states, OK, MO KS, IA, IL and NE. So, careful attention need to be taken. This was a 1099 position, so the cost of transportation, withholding, tools and what ever else was on me. I paid close attention to the customers, I worked with them on locations and times to get the work done. To the customer, I was the face of that brand, so the quality of service mattered intensely. I also, performed Sony TV software upgrades when they came up. This position ended, due the company, I worked through, stopped doing business in my territory.

This position was a paid internship. It was a great learning experience and I really loved working with the company. I learned how to do about everything. The company was putting in new servers, desktops, laptops, wiring, hot spots you name it. In was an intense learning experience. I learned to make my own CAT5 cables and rewired the entire plant. They manufacture hydraulics systems and there ore PC's on the production floor. We used what they call Dirt Bags and wrapped these towers so the grind muck would not get into them. Kinda of a dirty job, but someone has to do it. This was my first actual real life taste of doing active directory. I also learned how to use there AS400 system. From the phone connections, report running and programming. Noting this because, this is really not really used much anymore, but it was great old school thing to learn. I did a lot of break / fix work and a lot of network maintenance. I assisted in putting in the new servers and getting migration done from one to the other. This was a very good learning experience with a very good company that treated there employees very well. The budget was not there to bring me on as a employee, but I am very grateful for the time I spent with them.

This was a call center position, we took in calls for three different items, part replacement sales, customer service calls, and technical support calls. We were graded for the usual things, scripting, customer service and how much in dollar amount we sold in parts. You never knew which type of call it was, they just popped in your ear and you ran with it. We had thing for part sales called ring the bell. When I was on duty, I was usually in the top five on this and usually in the top three by the end of the week. My average calls per shift were around 220. Seems, like a lot, but once you got the it down, it was pretty easy to do. Sony, had its own proprietary software that we used, for part look up, schematics, cc transactions. This was a very fast paced environment, turn over was high for those not willing to jump into and learn the system. I picked this up very quickly. A lot of customer service and technical support skills were learned and honed at this position. I personally, am not really into sales, but that came very naturally also in this position. Sony decided to close down in the Kansas City area and I was blessed to be able to find an Internship to further my career goals.

When I started with this company, I worked in NAIC department, the network trading department. This entailed looking at network trades that failed through the nightly process, this was figuring out why they failed and getting with the back office of the firm it belonged to get it fixed, so i t would go through. I went on military leave for four months and came back to a position in the Full Service department. In this department, we were charged with handling five mutual fund companies. We took the trades over the phone and the mail scan box. After a few months, I was promoted again, and moved over to the output media department. This is the position I spent the most time in at this company. I was charged with specific Clients and owned every aspect of output media for them. I worked closely with CEO and board of directors of each client. I help designed the stock and data placement of the mailed statements and checks. I planned each mailing that needed to go out and made sure that they were printed and went out on time. This included the electronic media the was emailed to customers. This was in the early days e-Media and these statements were literally produced on a CDROM. The company still used a COBOL mainframe, so to produce the mailing jobs, I learned JCL to be able call the listed data set, that was required for each mailing or e-media. I eventually, learned the Dreamweaver application to be able to modify the websites accordingly. We used a lot DB2 and our systems were on the OS2 operating system, using Lotus Notes 123 for email. In this position, I worked part time in Kansas City and part time New York City for a period of two years. I was mentored and trained for management duties. I have hired and fired employees in this position. I can tell you the firing someone is hard on both parties, not personal but it effects everyone in a personal way.