EARL PHILLIPS

• Interpreted log data, interface dependencies, and application behavior to isolate failure points, and recommend sustainable fixes.
• Briefed senior management with structured updates, outage narratives, and analytical insights that supported operational planning.
• Strengthened internal capability by coaching associates in diagnostic reasoning, escalation strategy, and incident ownership.
• Collaborated with third-party vendors to validate remediation timelines, enforce service agreements, and track progress toward permanent solutions.
• Executed governance controls that upheld regulatory expectations, audit requirements, and enterprise-quality standards.

• Stabilized LAN and WAN operations by examining switch states, router communication, circuit responsiveness, and POS network performance.
• Updated store-level data systems, including PLU catalogs, pricing files, and workforce information.
• Investigated packet flow using network utilities to confirm throughput, latency, and device reachability.
• Executed all ticket lifecycle steps within the Magic platform, validating details, assigning priorities, and coordinating field technicians.
• Supported more than 8,000 retail locations through remote-access resolution of POS failures, network interruptions, and application errors.

• Oversaw customer interactions within deregulated energy markets, providing clarity on pricing behavior and regulatory options.
• Generated operational analyses covering productivity, quality trends, and sales efficiency for leadership visibility.
• Trained and supported agents through structured coaching programs aimed at improving technical comprehension and process discipline.
• Queried SQL and Oracle databases to validate customer records, verify account activity, and aid reporting requirements.
• Directed daily floor operations for 200+ agents while personally supporting 15 direct contributors per manager.