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Customer Service Manager

San Diego, California, 92127, United States
May 31, 2010

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John T. Phillips

***** ******* ***** 858-***-****

San Diego, CA 92127

PROFESSIONAL Versatile, astute Legal professional, IT Manager, IT

Contracts Consultant with 15+ years

SUMMARY experience in IT initiatives and global support operations.

Experience working with legal documents and correspondence,

creating/populating tracking systems for legal agreements,

consolidating IT legal contracts and streamlining the legal

contract process for updates, revisions and signatures.

Extensive expertise in IT, law, project/contract management

and customer support. Particular interest in legal IT

systems, eDiscovery, Intellectual Property law and

litigation IT systems and software.

. Flexible and focused performer, consistently delivering

projects on time despite shifting priorities and

aggressive timelines.

. Passionate commitment to performance excellence and

responsive customer service.

. Exceptional communicator and contributor; natural

ability to build strong, enduring relationships with

customers, executives, team and vendors.

PROFESSIONAL ITIL Foundation Certificate (2006)

CERTIFICATIONS HDI Certified Helpdesk Manager (2005)

Project Management Certificate (2007)

Contract Management Certificate (2009)

Paralegal Certificate (2009)

Intellectual Property Certificate (06/10)

Litigation Support Certificate (09/10)

PROFESSIONAL San Diego Legal Aid Society, San Diego, CA 09/2009 -


EXPERIENCE Family Law Paralegal Intern

Key resource for Staff Attorney, drafting legal documents

and correspondence, contacting clients and updating client

files and the case management database.

San Diego Superior Court, San Diego, CA 06/2009 -


Probate Department Clerk (Volunteer)

Provide vital assistance to Court Clerk during Guardianship

Hearings. Perform file maintenance, assist public with court

case file searches and prepare all files for Court calendar.

Jack In The Box - IT Systems, San Diego, CA 10/2008 -


IT Contracts Consultant

Engaged to support IS Systems Director by reviewing IT-

related legal documents (Statements of Work, Professional

Services Agreement, Software Licensing Renewals, Franchisee

IT Contracts, etc.). Recommended changes to

documents/procedures negotiated changes with vendors and

collaborated with IT Management/Corporate Legal Counsel to

ensure agreements were approved.

Key Accomplishments:

. Participated with team charged with drafting RFP for

lease of computer hardware

. Identified and cleared backlog of contracts and

renewals. Researched and documented contract management-

related processes.

. Created and delivered a "Contracts 101" training class,

enabling frontline managers/staff to assume day-to-day

management of vendor activities.

. Teamed with Corporate Counsel to successfully

consolidate IT contracts used when company converted

restaurants from company-owned to franchises. Eliminated

6 contracts by merging them into a single master-

contract, streamlining the process for updates,

revisions and signatures.

Linksys, Irvine, CA 02/2007 - 10/2007

Implementation Manager - North America Customer Advocacy

Directed technical support implementation for new

products/service offerings to outsourced support centers in

India, the Philippines and Argentina. Interfaced with

product development team as representative of global product

support community.

Key Accomplishments:

. Led in-house teams in making major changes to

infrastructure, training, reporting, systems and tools

to enhance support for products/services.

. Managed transition of support scope from unlimited

lifetime support to a limited free and fee-based

program. Also initiated revised call pricing.

Implemented infrastructure/system upgrades for new


. Gathered internal/external user requirements for

deployment of products and services.

. Analyzed impact of new products/retired products on

global support.

. Recommended/implemented changes to processes and

procedures, staffing and training.

. Oversaw creation of Value-Added Support Offerings


. Devised, modified and controlled Service Level

Agreements, Master Support Agreements, Quarterly

Business Reviews and Monthly Business Reviews.

Websense, San Diego, CA 03/2005 -02/2007

Customer Care Manager

Met challenge of implementing and managing a proactive

customer outreach, education and support operation across

North America and Central/South America.

Key Accomplishments:

. Boosted group productivity from 10 inbound/outbound

calls daily to over 200, by establishing/upgrading

processes, procedures, training and tools/systems.

. Improved group performance 20% with Pay for Performance


. Working with Marketing, Sales, Tech Support and

Engineering, I participated in a business analysis to

determine the customer contact-related functions my team

could best support.

. Streamlined operations by coordinating Customer Touch

study, a comprehensive review and analysis of all

existing customer-related activities.

. Worked with Marketing and Sales to document user

requirements, select and recommend a vendor for a hosted

outbound dialing solution.

Hewlett Packard, Cupertino, CA 03/2004 - 03/2005

Escalation Manager

Led global IT and eBusiness support operations. As

principal customer liaison in resolving all issues,

initiated critical measures to prevent future outages.

Key Accomplishments:

. Managed escalations, outages and incidents and

coordinated restoration of service

. Established Organization Level Agreements (OLAs) and

ensured accuracy.

. Implemented process improvements and identified

additional training, significantly decreasing ticket

turnaround time and achieving SLA's.

Allied Security, Pleasanton, CA 2002 - 2004

Program Manager (PeopleSoft Safety & Security Center)

Successfully directed the transition/upgrade of a

conventional Security Monitoring Center to a customer-

focused, global Safety and Security Communications Center.

Key Accomplishments:

. Enabled Allied security to achieve PeopleSoft National

Account status, by upgrading processes, tools, hardware

and software. Also raised AS's PeopleSoft Global

Security grading from a "D" to "B" in only 6 months.

. Gathered internal/external user requirements for

deployment of products and services.

. Working with PeopleSoft Security management, performed

business analysis to determine what role the Security

Center should play to best meet the global security-

related needs of the client.

. Evaluated and re-engineered group processes governing

documentation, quality assurance, communications,

training, staff, tools and hardware/software maintenance

and enhancements. Also implemented Best Practices for

Customer Service, Technical Support and Contact Center.

Silicon Graphics, Mountain View, CA 2000 - 2002

Global Support Planner - Global Customer Service

Key Accomplishment: Interfaced with product development

team, marketing and product management as first point of

contact with the global product support community.

. Briefed global support managers on new product roadmap,

schedules for product releases and rollouts of

new/retired products and service.

. Coordinated successful rollout and delivery of customer

support processes for new products, professional

solutions and managed services for Global Contact

Centers and Field Support Groups.

. Gathered internal/external user requirements for

deployment and/or retirement of products and services.

. Analyzed impact of new products/retired products on

global support. Recommended/implemented changes to

processes and procedures, staffing and training.

Pacific Bell & SBC, San Ramon, CA 1986 - 1999

Technical Support Manager (1997 - 1999)

Conceived, built and directed enterprise-level HR User

Support Center, providing 100,000-user Tier 1 & 2 support

for SAP HR implementation. Managed Helpdesk staff and

implementation project team.

. Gathered internal/external user requirements for

deployment of products and services.

. Performed business analysis to determine how the new HR

Support Center could best meet the needs of the users

and the SAP implementation team.

Desktop Support Engineer (1992 - 1997)

Technical Writer - Information Systems (1986 - 1992)

Diablo Valley College, Pleasant Hill, CA 1987 - 1997

Part-Time Instructor - Center for Higher Education

TECHNICAL Legal Software: WestLaw, Kemps Case Works, Lexis,

Legal Solutions, Trial Director

SUMMARY Concordance

Platforms: MS Windows

Software: MS Office Suite, MS Access, MS Word, Word


Call Center: ACD, ACD technology, reporting and CTI


CRM/Sales: Clarify, Vantive, Remedy, SalesLogix

EDUCATION San Diego State University

B.A., Liberal Arts, 1973

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