Thomas Phillips Email & Phone Number

Phoenix, Az, Us

Phoenix, Arizona, United States

Provision and deprovision employee Active Directory accounts in three Active Directory tenants, on-premises and Azure AD, including users in virtualization environments.Create, configure policies/workflows for, and maintain Active Directory security and distribution groups. Provision, deprovision, and maintain CSG Citrix/Singleview/Convergent Billing, Salesforce, Epicor, Doclink, NICE/Cxone, Verint, US Bank, Oracle, Visual Lease, Aclaimant, and other various tool user account ID's; Provision, deprovision, and support elevated VPN access using MobilePass/Safenet and Forticlient. Provide technical support to users of access control systems, troubleshooting and resolving any issues that arise.Assist Team SME in Microsoft365/O365 support and administration.Compose and maintain team and user knowledge base documentation, published in Conex, Sharepoint, and OneNote. Develop training materials and conduct employee training sessions on proper use of Active Directory and tools/software access control systems.Accurately and promptly respond to ITGC audit requests as necessary. Employ Excel and other data analysis tools to generate reports for SOX team, SOX team management, and users' management.Develop, deploy, and maintain PowerShell scripts to provision and deprovision users in Active Directory, including onboarding multiple users in hiring campaigns, as well as to administer and query Active Directory user accounts and Active Directory groups.Manage hardware assets, including mobile device management, using Active Directory, Quest ARS, SCCM, Intune, Oomnitza, and various other tools.Employ ServiceNow, Remedy, and ServiceDesk Plus to create and manage tickets/cases in compliance with team SLA's and KPI's. In the concurrent role as a Desktop Support Specialist, provide backup support to Desktop Support Team in supporting and educating users. Maintain high customer satisfaction survey scores - 9.85 (out of 10) average over position tenure.

Tempe, Arizona, United States

Manage payroll side of new client onboarding/implementation projects. Provide implementation services as defined in TotalSource Implementation Methodology using standardized processes, tools, and deliverables to implement PEO solutions. Use TotalSource tools and standards to consistently produce error free results in a timely manner.Ensure accurate and timely completion of all earnings and wage information data entry. Ensure all data is properly coded for client billings and filings. Perform all necessary functions to ensure a smooth transition from implementation to payroll service operations.Provide customer service in response to phone and email inquiries from clients and during client meetings; collaborate with internal associates and other functional departments to maximize client satisfaction.Provide a wide scope of service - not limited to answering payroll questions. Educate clients on initial payroll processing during implementation, processing I9 forms, resolving problems related to client processing/invoicing, direct deposits, HR compliance, etc.Client interaction and problem resolution - Resolve client payroll issues in a timely manner by utilizing appropriate resources and proper channels. Issue manual checks for clients as needed.Assist clients with payroll-related security issues, and comply with ADP and client security standards.Produce various reports for both clients and Implementation Management - including, but not limited to year end and quarterly processing, W-2 tax forms, client billing statements, tax and register reports.Monitor and update cases; follow SLA's/KPI's for case closure and issue resolution.Provide pay reports and I-9 reports for compliance.Frequently promoted by clients, in post-implementation client surveys, and peers, via their feedback to management.

Tempe, Arizona, United States

Provide Enterprise-level Tier 1 and Tier 2 Voice over IP and UCaaS technical support for multiple clients, using a variety of CRM, contact/call center, and network analysis tools. Employ multiple ticketing systems such as Salesforce to manage customer requests and issues, meeting company SLA's/KPI's.Monitor and troubleshoot business class circuits, including MPLS, SDWAN, PRI, and TI / T3 circuits.Utilize Cisco Broadsoft and Oracle Palladion applications to manage clients' phone call flow and IP telephone registrations; perform problem determination as needed.Consistently place in the top 10 in quality assurance scores over the entire VoIP support Team.Leverage well-developed communication skills, both written and verbal, to establish and maintain rapport with customers.Assist Team management with documentation and process improvements.Coach/mentor fellow Team members in technical and customer relations skills.

Dubuque, Iowa, United States

Manage project/case workload for a team of 25+ system administrators. Triage projects and cases according to project/case complexity as well as client and team requirements.Conduct daily and weekly team meetings addressing project status and case load; existing and potential client issues; and team adherence to metrics, SLA's, and security compliance.Develop and adhere to project and case timelines consistent with financial and team performance goals.Responsible for development and implementation of change management/MACD policies, as well as team adherence to those policies.Frequently recognized for exceeding team performance and metrics goals. Earn very good/excellent performance reviews.Develop and write team root cause analysis reports. Present root cause analysis reports to site management.Interface with multiple clients to define their requirements for server builds, application rollout, server steady-state support, and server decommissioning.

Dubuque, Iowa, United States

Build, configure, deploy, maintain, and decommission Linux and Unix servers for IBM and other clients, at IBM and client sites.As client account senior administrator, schedule, plan, and manage client server projects including server deployment; OS and application software installation and updates; hardware upgrades; and server decommissioning.Stringently adhere to IBM and client change management, problem management, and IT security standards.Responsible for data backup and storage management retention, data protection, disaster recovery, and High Availability failover procedures.As database backup focal and in conjunction with the site DBA team, design, develop, test, and implement rapid disk-to-disk DB2 database backup scripts.