Roy Phillips Email & Phone Number

Lehigh Acres, FL, US

Remote

• In this role as a Support Manager & Project Manager, I manage all the customer and internal projects in technical development, implementation, and support. I ensure full project team quality and effectiveness by.
• Increased productivity by 50 % by influencing adoption of agile methodologies for project management.
• Reduced labor costs by 60% through outsourcing non-critical development work overseas.
• Managed and responded to daily customer inquiries. Interface with development teams on product bugs, enhancement requests, quality assurance testing, and software releases.
• Collaborated with end-users, developers, and designers to define user requirements, coordinate timelines, track project status, plan software release, and strategize alternative solutions to adverse events.
• Developed and implemented internal policies, process standards, training modules, and quality control metrics.

Fort Myers, Florida, United States

• Digital Imaging, Portable Audio, Sony Computers, Broadcast Business SolutionCenter (BBSC), Emergency Response TeamIn my previous role, I have managed quality assurance and control requirements of 3rd party vendors. I.
• Recognized by Sony Electronics President for design and implementation of digital storefront tracking and support team training innovations.
• Managed and coordinated completion of high priority projects for knowledge base updates, new process implementations, training development, corrective action plans, and enterprise-wide communications strategies.
• Provided technical guidance and effective resolution of high-end business client support calls, through root cause analysis and strategic troubleshooting of Sony products and emergency technical issues.
• Ensured comprehensive customer support and quality service by triaging complex issues, collaborating with Sony Engineers to customize client solutions, and working directly with client engineers to guide through setup.
• Continuously promoted and entrusted with increased responsibility due strong and consistent contributions to customer retention, technical innovation, process improvement, team building, and business development..