Phyllis B. Email & Phone Number

Atlanta Metropolitan Area

Greater Atlanta Area

• Lead Ops Engineer responsible for analyzing, troubleshooting and support of the Web based and Customer care applications, operating systems, databases, and overall ecosystems.• Responsible for system support and overseeing the production infrastructure to support applications and ensure maximum uptime.• Participate in change control process, production deployment for coordination and verification as the owner of the platform.• Responsible for resolving escalated support incidents and effectively communicate the solution.• Drives high level of customer satisfaction for Merchants, Account Managers and Customer Service Teams.• Manage team projects as assigned, ensuring operational and process excellence.• Responsible for training, mentoring and advising junior level team members.• Participate in change control process, production deployment for coordination and verification as the owner of the platform.• Manage communications to our call center partners for production deployments and incidents.• Participating in problem resolution investigation and documenting Root Cause Analysis (RCA) for reported incident and ensuring SLAs are met.• Responsible for documenting methods for process improvement for supported applications.• Provide technical solutions to end-users by managing the required resources needed to find resolution.• Act as Lead and SME for application migrations for team, to new data center, driving deadlines, authoring documentation and ensuring platform is accessible after go live date.Team lead providing technical advisement and direction to Ops Team for technical issues.Acting as liaison between Ops team, Product and Dev Team ensuring functionality needed is available and works as expected

Alpharetta Ga

• Responsible for providing Senior level technical support for McKesson applications residing on Unix/Linux and Windows Server Infrastructure.• Required to research highly complex system level issues that are considered mission-critical in the healthcare industry, requiring rapid resolution and root cause resolution.• Responsible for providing mumps database support for customers using the McKesson Star Applications, HL7 interfaces and Star Audit Services.• Performed Electronic Software deployment to customer sites at customer’s request.• Responsible for user access issues reported for the McKesson Star System also, requiring troubleshooting at the OS Level.• Activated customer logins allowing transfer of Software through predefined process.• Managed problem tickets within SLA and Severity Level Requirements providing root cause analysis.• Responsible for providing corrective actions to optimize Database space and System performance.• Provided senior level support on database backup issues and peripheral device issues (printers and workstations).• Participated in customer Go-Lives and transition to support calls, by providing triage support.• Provided suggestive methods to improve proactive tools and system alerting to enhance the customer experience.• Hosted and facilitated meetings for critical issues by managing resources engaged and root cause analysis determination.• Responsible for onboarding new hires with technical training and team objectives.• Tracked and documented reoccurring issues in a Knowledge database.

Greater Atlanta Area

• Supported high availability (> 99.8% uptime) billing operations systems by serving as a top-tier escalation point for other groups, implementing a variety of solutions for automating processes and repetitive tasks.• Resolved, researched and recycled Call detail record errors, focused on error reduction; prevented $1 million in revenue loss Quarter 2, 2008. • Developed SQL, PL/SQL and shell scripts for department and was designated lead for peer-to-peer support and new technologies.• Provided support for production databases, billing applications during releases and code migrations.• Served on special projects team for advanced problem resolution, escalations, development of new methodologies, and interfacing with a variety of technical and non-technical departments.• Provided training to internal employees on failed file reprocessing, error reduction, UNIX comands and SQL quereies.• Managed failed CDR files, provided root cause, end user documentation and process improvements thus preventing thousands in revenue loss each month.• Performed on call duties including Remedy ticket generation, system monitoring of file processing and system resource backlogs.• Acted as liaison between support and development teams, providing code defect tracking, prioritization and testing requirements.

Norcross Ga

• Supported and provided problem analysis for large-scale ERP financial applications, mission-critical software implementations on open-source based J2EE Enterprise software, C++, residing on HP UNIX. Sun Solaris and Windows NT Servers.• Tested new code for new releases, before rollout to Prod environments for Electronic Bill Payment UNIX/Oracle and Windows/NT Application. • Escalated issues to and worked with Developers, Systems Administrators and Application owners to provide root cause analysis for systems issues. • Recommended resolutions in critical situations, escalated to and included others to facilitate quick problem resolution. • Managed problem tickets within SLA and Severity Level Requirements providing root cause analysis.• Led software upgrade projects for E-bill applications for Customer Base, transitioned to support team.• Developed SQL and shell scripts for department and acted as support and training lead for new technologies.• Resolved and troubleshot mission critical issues on Java based web applications.