Mia Phillips

Experience

• 

  Sprint PCS

  Jan 2001 - Jan 2002

  Customer Support Representative

  Overseer of corporate accounts, processed payments for service, made coverage service changes, area, and network changes, processed credit application, UPS orders, troubleshoot for malfunctions with handset , & monitored inbound and outbound calls

• 

  Sears

  Jan 2002 - Jan 2003

  Assistant Manager / Sales Associate

  Educate customer on the product sold, processed credit application, managed high volume calls, finalized point of sales transactions, & trained employees

• 

  RMArecruit

  Jan 2003 - Jan 2005

  Customer Finance Account Manager / Trainer

  Processed payments, handled inbound and outbound calls, updated account for status changes, trained new employees, implemented rules regulations, and account preparations

• 

  IBM

  Sept 2005 - Nov 2007

  Senior Deployment Specialist / Account Manager

  IBM-CCI *ImplementationParticipated in preliminary communications with Project Mgr.’s, verified requirements, and escalation paths, created standard spreadsheets for project status/issues and deployment schedules & updated database the technicians progressDeploymentInitiated technician dispatch according to deployment procedure, verified call placement in CAD systems, confirmed resource assignment, monitored and/or communicated with Area Resource Coordinator or Area Operations CenterMonitored service calls for Take (TA), On-Site (OS) and Complete (CX) status on the day of the scheduled activity, & sent reminder message to technician / EscalationsProject SupportMonitored project, track rescheduled and other project issues, provided scheduled project updates, performed post-project review, diligence review, and data entry into project scheduled spreadsheet.IBM Accounts: Thrivent, Morgan Stanley, Mercer HR Consulting, Washington Mutual, Avaya, Stenton, Hilton, Blockbuster, Hampton Inn, Kohl’s, Dominos, Old Navy, Darden-Red Lobster, Dillard, and Ford Motor IBM Certificates: Avaya Certified. Morgan Stanley Show less

• 

  IBM

  Apr 2008 - Jul 2008

  IBM Order Management Clerk

  IBM (ISS) Manpower Processed orders for Resellers, Distributors, Tier1 and T2, and sales representatives which consist of MSS, PSS, SOW’s and PO. Entered products (hardware/software) and license into Oracle systemProvided confirmation emails, update standard daily spreadsheet, and confirmed dollar amount being billed to customer. Performed credit checks using Lotus Notes for all orders billed over 100k to confirmed eligibility for products purchased.Created TA’s (transaction approvals) on all orders that were coming from the reseller.Monitored Lotus Notes for new orders and updates from the customerProcessed credit checks for C.O.D (cash on delivery) customersPerformed credit checks for PO driven customersRequested signed waivers for Purchase Orders Reviewed CMICS, and W.O.S for orders with CMR numbers attached or PO Show less

• 

  Royal Bank of Scotland

  Oct 2008 - Feb 2009

  Fraud Investigator

  Monitored activity on Prepaid cards through Cash Lynk & the GUI systemDisabled prepaid cards with suspicious activity that may be a result of fraudReviewed transaction history to search types of purchases to confirm if card eligible for charge back Reviewed transaction details on merchant to confirm the correct Terminal SIC & Network Trace codes used to locate the correct signature based approved or declined authorization code which will determine CB’s to card Created call risk notes of transactions for card account noting avail balance chargedCharged backs and cards that were required to be placed on the warning bulletinUpdated GUI System ReportsPAN Velocity report-identified accounts that have had a high number of Transactions that occurred within a short period of time at the same merchant location with one particular card used 4 or more times.Reviewed activity for past year, the authorization codes and times, POS Entry Mode, and PAN volume.ACH Filter Reports-reviewed funds that had been sent to reserves, locate rules placed on the account, released funds held in reserves through the terminal I.D number, merchant number, and customer number.MAC Alerts- Searched the industry counterparts that contain merchant information such as address, phone number and or principle information provided in email to confirm that the merchant listed has a account with RBS WorldPay through the system CIS. Provided feedback to law enforcement regarding prepaid cards that were used for fraud. Show less

• 

  IBM

  Mar 2009 - May 2016

  IBM System X and BladeCenter servers support the Integrated Management Module (IMM) and Integrated Management Module II (IMM2) service processors. SystemX Remote Server Support - duties consist of: • Provide telephone troubleshooting for IBM's midrange and low end line of Intel based servers. • Receive calls from IBM customers with warranty and/ or maintenance agreements and from IBM internal personnel. • Attempt to resolve issues over. If necessary, send a part or dispatch technicians with the correct part to repair issue. FoD Email Support - duties consist of: • Generate activation keys from authorization codes • Retrieve existing activation keys • Replace existing activation keys installed in planar with new UIDs. ( Hardware replacement) • Adapter mobility: Transfer existing activation keys installed in machine type (model) serial number to a new MT(M)SN. • Request a 90-day trial key for a trial-enabled feature. • Assign additional profiles for email delivery and manage distributor access (internal only). • Retrieve any previously shipped authorization code using sales information. • Generate report based on a customer number and an optional authorization code. Show less IBM-CCI Worked with GTA (Georgia Technical Authority) Consolidated Service Desk team of technicians servicing the State Of Georgia Agencies clients, providing single point of contact working closely with the AT&T & 12 GAIT agencies to develop a comprehensive plan for ensuring a smooth consolidation of the various help desks for reporting services issues in the agencies receiving their IT infrastructure services through IBM and/ or their managed network services through AT&T. Addressed problems that cannot be resolved by Service Desk analysts (Level 2 support). Ran diagnostics and perform advanced troubleshooting remotely, order parts as needed to facilitate any required desk side visits from Field Services Technicians.Training:RDTS Introductory training, IBM HIPAA Compliance Program Training, State Of GA account FTI Training, HIPAA Security Focal Communication Training, SMM (Services Management Manual)Document -ISE- Operational Process for Service Desk Support Training, Incident Management Process & Tool Training for SOG, ITIL Overview for SOG training, GTA -Georgia Technical Authority Security Awareness Training, SMM (Services Management Manual)Document - PMP- Incident Magement Training, GTA Security Awareness Training, SOG Mobile Computing Standards, Information Security Controls for State Of Georgia Show less IBM- CCI POS Help Desk SupportRSSCC - Retail Store System Competency Center Call Screening / Self-Checkout, SSR Support and Solution Support Desk Performed call screening using Lenova hardware/ self checkout support to IBM's customers by performing remote problem determination and providing accurate solutions. Respond to SSR (System Service Representative) calls and provide assistance to resolve hardware OEM device problems. Created the (OOS) call to flow, solve customer solution calls over the phone, collaborate/escalate calls to organizations and/or independent software vendors. Trouble shoot OEM printers, OEM Kiosks, OEM Terminals for KOHLS, Walmart, Sears, OEM Kiosk, desktops, and other OEM devices in a fast paste environment. Escalate/ OEM Call & Problem Management - the tool "OCPM" in order to create calls for IBM focal accounts. Call screening functions for Intel products.My mission is also to provide exceptional support to customer retail solutions which include both hardware and software components. Show less Provide hardware support to SSRs.Solve customer’s service calls over the phone Provide effective action plans for the SSR on calls that were dispatched. Provide remote problem determination using TSKBS and LIF Perform problem source identification/problem determination (PSI/PD) on solution calls to identify the object of service (OOS) Remotely accessing solution components, pulling of error/activity logs Create the (OOS) call to flow through entitlement once PSI is done Solve customer solution calls over the phone Collaborate/escalate OSS calls to BAU organizations and/or independent software vendors (ISV) Provide effective actions plans on calls that are dispatched Call Placement Dispatching service calls into the NSS/CAD system for the customer via ESC+ (Electronic Service Plus) Escalations: For general issues I would escalate calls to the TS process manager and/or process executive. All other issues to Team Lead, Line Mgmt., or Duty Mgr. as appropriate for each Support Center and Customer Satisfaction Mgmt. process followed IBM Training instructorTrain new hires on basic commands in Customer Response Online Service System (CROSS) tool used to perform hardware service call management in Canada and the United States. The functions that are covered in the CROSS applications that are taught are: Service Call Entry (Receive Call) with entitlement and Expert System Process (ESP) functions Call Screening functions for Intel® products; Labor launch of field services to customer locations Interface management between the parts fulfillment systems; Labor Activity Reporting (LAR) Activity reporting to downstream information warehouses Train new hires on OEM Call & Problem Management - the tool "OCPM" in order to create calls for IBM focal accounts. Show less

  • System X Remote Server /FoD - Feature on Demand Support Analyst

    May 2015 - May 2016

  • EU Support Specialist (Level 2), Analyst

    Dec 2013 - May 2015

  • Help Desk Remote Support

    Mar 2009 - Dec 2013

  • Remote Support Service Representative / Account Specialist

    Mar 2009 - Dec 2013
• 

  Hewlett Packard Enterprise

  May 2016 - Nov 2016

  Technical Support Specialist

  Respond to post-sales customer support issues while delivering the highest level of response to HPE customers. Log into servers, and devices, diagnose logs, analyze pertinent information from the customer environment, create action plans, provide a solution in HPE support database. Troubleshoot client's server solution, identification of network, host or operating system issues, along with triages problems, escalates events, and provide communication conduit to the group.

• 

  Landis+Gyr

  Dec 2016 - Sept 2018

  Service Desk Technician II

  •From 12/2016 -02/2017 Service Desk Technician I - Visionaire Partners (Contractor for Landis+Gyr) to permanent as position with job title change to Service Desk Technician II.• Provide secondary incident management support for internal and external customers using ITIL-based practices and procedures to provide best in class technical service support.• Troubleshoot thermostat, and HVAC devices for problem determination. Mentor, train, and collaborate with new hires.• Monitoring of electronic devices, radios and/or other hardware or software offerings as part of a managed service or data hosting customer agreement.• Troubleshooting and sustaining/improving managed service of Advance Load Management department.• Assist with call taking, and ticket creation of Radio Frequency department, and IP network capabilities through the use of various monitoring tools and applications.• Receives and resolves incident requests from internal and external customer inquiries by providing support via the telephone, e-mail, etc.• Each shift (day, swing, night) will be responsible for communicating the Shift Brief documentation.• Logs, accurately tracks and documents all incidents in call tracking database, CRM.• Escalates incidents in accordance with the service desk procedures. Create KBS Articles to support the service desk team.• Acts as communication nucleus for all of Customer Operations including after hours incident management responsibilities.* Pull Metrics for Monthly Customer Care Meetings. Show less

• 

  Children's Healthcare of Atlanta

  Oct 2018 - Apr 2019

  Data Analyst II

  • Implement all Information Systems & Technology software on a wide area network, including Microsoft operating systems, Cisco Agent, specialized clinical and business software within the organization's system.• Process Incidents using ServiceNow Portal by submitting an incident or request, view the status ofsubmitted incidents and requests or search for a solution to an issue.• Support end-user devices and services at all Children’s physical locations, to include desktops, laptops, tablets, printers, monitors, scanners, phones, the nurse call system, overhead paging, Voalte phones and mobile cliniciandevices, cell phones, projectors, digital signage, smart boards, wall monitors,video and web conferencing, video recording systems and patient educationsystems• Research, build, implement and support all end-user hardware includingsoftware distribution for end-user compute devices• Lead IT incident management, event management, problem management andbusiness continuity for IS&T and the System• Build, implement and support all Audio Visual Video Conferencing systems• Process IS&T services and incident requests via the Solution Center and FieldServices teams• Perform technical analysis of network operating systems using diagnostic tools and applications.• Create/Respond to trouble tickets and system alerts based on organizational needs.• Provide training and assistance with Microsoft Office applications and other various specialty software programs.Create Shft Report, arrange Windows on the monitoring board and SAM monitor in event of a restart or shutdown. Interface monitoring of CAI Engine, Core Point, MISY Interface Lab/ SAM, Lawson Interfaces, Epic Text Production, Voice Print, DCVW-EPIC-EPS01,02,03,04, CA Dash Board.Perform walk through confirming building is secure, server room has no alerts on servers to report, open CAP and CA, Epic sro Environment, monitor CA Request, open SharePoint, Prepare Shift Status Report, & Shift Activity Report. Show less

• 

  Rollins, Inc.

  Apr 2019 - Aug 2023

  Specialist III

  Cultivated and manage relationships with customers.• Accurately tracked all work in ITSM for the benefit of customers and the Rollins Technology Support Team.• Functioned as a point of contact for incidents and service requests from end users by phone and email.• Solved problems and be able to present technical information to users with different technical skill levels.• Communicated effectively with customers, coworkers and management.• Performed password resets for the following environments: Active Directory, payroll system, CRM, voicemail and others.• Configured and troubleshoot various equipment and peripherals, including iPhone, iPad, Desktops/Laptops, printers and more.• Supported and configure the software applications like email plugins, CRM system, Outlook, Internet Explorer, timekeeping, customer presentation applications, VPN and others.• Employed device management tools in supporting users and requested applications.• Reacted to change productively and handle other essential tasks as assigned.• Other duties that were assigned by leadership. Show less

• 

  IDR, Inc.

  Sept 2023 - Dec 2023

  Information Technology Engineer II

  -Managed team of 40 hours-Troubleshooted monitor, laptop, desktop, printer, cable, port issues internally.-Created email rules in O365 such as block user by domain, email, subject. -Added User to distribution list in O365.-Added/ removed Microsoft license in O365.-Monitored Verkada system for cameras status. Assisted with cameras going offline.-Assisted with 3CX phones-Created knowledge base articles in HUDU-Provided technical expertise and consult to Networked Client computers. (business and residential) 5-25 users -Active directory administration with user domains in small -medium offices.-Break/Fix Support for computer and laptop residential and business customers-Trained of new hires-Set weekly Training Goals and assessments for Trainees and internship program.-Computer engineering-Installed and configurated of computer systems, as well as diagnosing and solving hardware/software faults.-Logged and tracked any additional troubleshooting that may occur.-Participated in the on-call rotation providing after hours support when needed.-Managed Help Desk tickets by serving as the first point of contact for employees and customers.-Daily Back Up Quality Control Checks for reports/dashboards to make sure that any issues have been addressed and resolved or have a ticket created. Show less