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.

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.

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.

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.
• 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.