John T. Phillips
***** ******* ***** 858-***-****
San Diego, CA 92127 abmqlr@r.postjobfree.com
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 -
5/2010
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 -
12/21/2009
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 -
03/2009
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
program.
. 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
portfolio.
. 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
incentives.
. 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
Perfect
Call Center: ACD, ACD technology, reporting and CTI
technology
CRM/Sales: Clarify, Vantive, Remedy, SalesLogix
EDUCATION San Diego State University
B.A., Liberal Arts, 1973