Jamal Phillips
Manassas,United States
Summary
Forward-thinking Senior Implementation Specialist equipped with advanced operational and technical knowledge of mobile messaging operations. Proven team leader and problem-solver competent in navigating complex situations. Manages assignments, schedules and projects with organized and detail-oriented mindset.
Overview
21
21
years of professional experience
Work History
Customer Solution Adoption Senior Specialist
Sinch
Reston, VA
04.2017 - 04.2024
- Managed customer implementation work request/projects across various platforms.
- Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
- Prioritized work request/projects to meet deadlines.
- Supported platform owners in implementing new policies, procedures and controls.
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Liaised internally and externally to complete work request/projects when necessary.
- Provided tier 3 support for SMS/iSMS/MMS/A2P/E-Mail platforms.
- Analyzed application log data when troubleshooting to resolve platform/customer issues.
- Used XML to configure binds/routers and resolve customer issues.
- Used Unix commands to navigate various platforms to resolve application and system issues.
- Updated operator/customer information/configurations (routing, MDN ranges, SMPP parameters, etc.).
- Assisted with 10DLC traffic implementation.
- Helped implement and support Splunk and CloudMark.
- Trained/supported L1/L2 engineers on platform troubleshooting.
- Created procedural documentation.
Production Engineer
SAP
Reston, VA
02.2012 - 04.2017
- Team lead for U.S. Ops Tier 2 Support
- Provide tier II support for SMS/iSMS/MMS/A2P platforms.
- Provided technical support to troubleshoot application/network issues, minimizing downtime and maintaining production targets.
- Performed root cause analysis and implemented corrective actions.
- Improved application efficiency by identifying and troubleshooting issues.
- Reduced downtime by proactively monitoring systems for potential issues and addressing them before they escalated.
- Contributed to higher client satisfaction rates by ensuring consistent product quality through thorough testing procedures.
- Collaborated with cross-functional teams to identify areas for improvement in the production process, resulting in cost savings and increased efficiency.
Network Operations Center Administrator
Sybase 365, LLC
Chantilly, VA
10.2007 - 02.2012
- NOC Shift Lead - supervised team of 3 to ensure system availability for SMS/MMS/iSMS platforms.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Reduced network downtime by proactively monitoring and troubleshooting issues in 24/7 Network Operations Center.
Network Operations Center Technician
Communication Technologies
Chantilly, VA
02.2003 - 10.2007
- Provided Tier I and Tier II support of optical network.
- Coordinated hardware installations, working closely with vendors to ensure seamless integration into existing systems.
- Provided timely support to clients during critical incidents, maintaining professional communication throughout resolution process.
- Reduced network downtime by proactively monitoring and troubleshooting issues in 24/7 Network Operations Center.
Education
Bachelor of Science, Information & Decision Sciences -
University of Illinois At Chicago
Chicago, IL05.2002
Skills
- Mobile Messaging
- Project Management
- Short Message Peer-to-Peer (SMPP)
- Customer Support
- Enterprise Messaging
- Unix
- Troubleshooting
- Procedure Manuals
- Team Leadership
- XML
- Customer Relations
- Documentation Management
- Technical communication
- Quality Assurance
Awards
Star Performer Award, Sybase 365, LLC, 10/01/2011
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Solution Adoption Senior Specialist
Sinch
04.2017 - 04.2024
Production Engineer
SAP
02.2012 - 04.2017
Network Operations Center Administrator
Sybase 365, LLC
10.2007 - 02.2012
Network Operations Center Technician
Communication Technologies
02.2003 - 10.2007
Bachelor of Science, Information & Decision Sciences -
University of Illinois At Chicago