Lanice Phillips

Experience

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  Cassiday Schade LLP

  Jun 2002 - Jun 2004

  Information System Specialist

  Responsible for maintenance of Inter-Tel phone and voice networkPerformed general backup and restoration proceduresTechnical training facilitator for newly hired associatesFirst level technical support

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  Ralcorp Holding Inc

  Sept 2004 - Nov 2005

  Technical Services Analyst - Consultant

  Identifying and resolving issues affecting PCs, software, and peripherals;Created master images for machine deployments,Configured and installed new desktop and laptop machines

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  Usbancorp Investment Inc

  Nov 2005 - Apr 2007

  Technical Support Analyst

  First line of technical support for toll free USBII support lineBriefly survey users to identify issues and determine best course of actionTroubleshoot and resolve hardware/software/peripheral issues via telephone and/ or Dameware Remote ControlEscalate unresolved issues to client services for desk side supportDocument resolutions for each call in Lotus 6.5 ticketing databaseSubmit requests to add, modify or remove employee access to network resources via Information Security ISTAR websiteCreate, modify and terminate PowerStation accounts and configure with proper access to individual, partnership and house accounts. Establish secondary account in Plaid Utility to prevent unauthorized access to user's client base in PowerStation Show less

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  Thomson Reuters

  Apr 2007 - Mar 2010

  Technical Support Specialist

  First line, technical support for proprietary products used by internal and external customers.Managed and owned resolution process through completionDocumented challenges, progress, and resolutions in Siebel ticketing systemAdhere to proper escalations policies according to severity while maintaining management awarenessManage customer experience by setting expectations and providing timely updatesTechnical Trainer/Mentor for offshore resources responsible for ensuring seamless service transition, technical knowledge, and positive customer experiences. Show less

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  Softtek

  Jun 2010 - Feb 2013

  Technical Support Specialist

  Consultant at Anheuser BuschHandle 50-70 calls per dayVPN troubleshooting for Cisco AnyConnectDocumented all activity and resolutions in Siebel ticketing systemInitiated escalations when necessary to continue resolution of customer requestsEnsured adherence to security and compliance processesTechnical documentation expert and knowledge base contributor

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  Strategic Staffing Solutions

  Mar 2013 - Aug 2016

  Senior Technical Support Analyst

  • Providing training, support, and constructive feedback for Service Desk analysts in regards to procedures, SLAs, and process adherence• Trained 7 offshore resources to improve knowledge of team responsible for "follow the sun" support• Coordinated service desk onboarding/off-boarding and training for 60+ new hires which includes over 1000 processes, technical documents, and procedures• Ongoing coaching and Development of 20+ junior level analyst • Managing and monitoring tactical Service Desk operations including but not limited to call volume, team phone status, and staffing• Uses sound judgement and initiative in response to potentially high-impacting issues• Used SQL queries to extract information from BMC Remedy ticketing system. Exported data to Access to analyze trends in technology, improve customer satisfaction rates, and prioritize work load. • Worked with data analyst to create Spotfire dashboards to analyze metrics, identify gaps and opportunities for improvement, and implement actionable, process-efficient based measures• Responsible for initiating critical incident management procedures after recognizing increased volume, completing trending analysis, and working cohesively with technology owners to determine solutions• Instrumental in assisting with talent acquisition by identifying potential resources for the organization• Talent Acquisition activities include: • Interviewing potential resources• Providing important input on hiring decisions from a technical aptitude perspective• Collaboration with other support teams to determine new knowledge baselines required by analysts• Perform Ticket quality assurance review for 20+ Analysts to ensure and verify data quality• Perform all service desk level 1 duties including answering calls, investigating/troubleshooting complex IT issues, adhering to SLAs, ticket monitoring and follow up to ensure resolution of issues Show less

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  Rabo AgriFinance

  Dec 2016 - Feb 2019

  Application Support Analyst

  Perform daily checks on line of business applications to ensure functionality and verify up-time of interfacesInvestigate and use tools to troubleshoot and restore service or data to affected systemsDocument existing business and system processes for IT Operations, regulators and auditorsCollaborate with operational teams to collect, clarify, and translate business requirements into operational procedures from which applications and solutions are executed.Deploy FileNet configuration changes from development to UAT for advanced search, file import, and template testingKofax administrator responsible for account creation, application updates/maintenance, and system supportFollow procedures and documentation provided by third-party vendors to perform maintenance and updates on various internal systemsUpdate documentation and procedures; provide informal trainingAdhere to all statutes concerning securing personal identifying information, AML, anti-bribery, and sensitive position policiesProvide Tier 2 support for Office 65, VPN and general software, and core lending applicationsDocument resolutions to incidents, requests, and interactions in HPSM Show less

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  Ameren

  May 2019 - now

  Software Asset Manager

  Responsible for the end to end process of purchasing, distributing, renewing, re-harvesting, and maintaining compliance for enterprise software within our Digital Operations space.