Phillip Hall, Csm Email & Phone Number

Norcross, GA, US

Alpharetta, Georgia, United States

Alpharetta, Georgia, United States

• Spearheaded the decommissioning and de-provisioning process for clients with legacy environments, coordinating directly with stakeholders to verify services, equipment, and third-party contracts slated for.
• Successfully identified over 80 customers of former Colocation clients and coordinated with local Data Center teams to validate equipment ownership, facilitating logistical efforts and ensuring equipment return within.
• Orchestrating seamless transitions for over 120 legacy cloud service clients to the "FlexAnywhere" platform, ensuring compliance with cloud platform end-of-life dates and modernizing their IT infrastructure.
• Collaborating with cross-functional teams to formulate migration strategies, and execute migrations while meeting project timelines and compliance requirements.
• Facilitating effective communication between internal stakeholders, and clients to ensure customer implementation project objectives were met and potential roadblocks were addressed promptly.

Atlanta Metropolitan Area

• Oversee a remote team of 20-35 cross-functional field technicians maintaining their day-to-day success by monitoring their work-in-progress and adjusting their productivity to ensure project projections & client.
• Coordinate and examine complex project efforts to 100% completion within estimated timeframes while adhering to budget by optimizing available resources to better meet operational demands.
• Collaborate with leadership to provide transparent communication, inspection, and adaptation, to identify and eliminate daily impediments to work in progress that may lead to potential delays.
• Demonstrate ability to adapt lessons learned and operate effectively in ambiguous and rapidly changing environments, to better serve the needs of stakeholders or end-users.
• Led cross-functional teams in executing complex fulfillment initiatives, ensuring seamless coordination and on-time delivery of services to clients.
• Triages customer service issues using troubleshooting software to determine root causes and attempts to resolve remotely.

Atlanta Metropolitan Area

• Streamlined service request prioritization and dispatch process by developing and implementing optimized route management protocols, resulting in a significant decrease in drive time and off-task duties for technicians.
• Led and facilitated daily opening and end shift developmental meetings for a team of 15-20 members, driving the seamless integration of new processes, and service support techniques for internal users, leading to.
• Partnered with leadership as a point of contact liaise for high-valued departmental escalations within the Big South region to retain clients and mitigate potential conflict resulting in adherence to Service Level.
• Championed the of end-to-end resolution for escalated incidents, encompassing efficient ticket processing, documentation, and proactive customer communication.

Baltimore, Maryland, United States

• Demonstrated strong leadership by providing effective mentorship to team members, guiding them on best development skills and industry best practices. Resulting in a significant reduction in hold times for inbound.
• Utilized technical expertise to provide remote assistance to end users, offering troubleshooting and configuration support for VOIP and network devices.
• Maintained up-to-date knowledge of the latest technologies to effectively communicate with non-technical end users, providing appropriate recommendations, resulting in reduced frustration, and enhanced client loyalty.
• Recognized for consistently resolving challenging technical issues with speed and accuracy, earning accolades from both clients and colleagues.