EP

Emanuel Phillips Jr.

Senior Manager – Operations & Application Support at ViaPath

Mobile, Alabama

Overview 

Emanuel Phillips Jr. is a Senior Manager of Operations & Application Support at ViaPath in Mobile, Alabama, with a background in Incident Management and IT Service Management. He has excelled in roles such as Senior Systems Engineer and Senior Notification Web Development Specialist prior to his current leadership position. With a Master of Science and Bachelor of Arts from The University of Alabama, Emanuel brings expertise in Voice Biometrics, MySQL, Oracle SQL, AWS, and other technologies to his current role, where he oversees essential operations and application support functions at ViaPath Technologies.

Work Experience 

VT

ViaPath Technologies

  • Senior Manager – Operations & Application Support

    2019 - Current

    • Service Delivery Management: Planned and developed methods and procedures for service delivery and support, ensuring minimal system downtime and optimal performance in a 24/7/365 environment. • Team Leadership: Directed and coordinated operations and application support staff, delegating tasks, monitoring work quality, and providing technical guidance in a 24/7/365 environment. Ensured high standards of service and compliance with operational procedures. • Technical Escalations: Acted as the senior technical point of contact for key customer accounts, including law enforcement and detention facilities. Facilitated technical escalations and provided in- depth training and mentoring to new employees. • Incident Response Management: Led incident response efforts, overseeing the identification, containment, and resolution of level 1 incidents. Developed and executed response plans to mitigate impact and prevent recurrence, ensuring swift recovery and minimal disruption. • Application Diagnostics and Resolution: Managed the diagnosis and resolution of issues across a broad spectrum of proprietary and third-party SaaS applications. Ensured effective problem-solving and maintained high service levels. • Cross-Functional Collaboration: Partnered with Business leaders, Database Administrators (DBA), Data Center personnel, and Engineering teams to provide technical guidance and strategic planning. Ensured compliance with PCI and security standards in all projects and operational processes.

  • Senior Systems Engineer

    2015 - 2019

    • Advanced Troubleshooting & Support: Conducted complex troubleshooting and root cause analysis for proprietary applications under high-pressure conditions, ensuring quick resolution and minimal downtime. Conducted application monitoring and production support, addressing critical issues and enhancing system reliability. • System Optimization: Analyzed application performance metrics and implemented optimization strategies to improve efficiency and scalability.

West -- TeleVox Solutions

  • Systems Administrator

    2011 - 2014

    • Analyze, monitor, and establish procedures for platform operation • Resolve application failures in a timely and accurate manner • Complete scheduled and emergency maintenance • Initiate installations of application software and updates • Document the processes and tools used in operations

  • Senior Notification Web Development Specialist

    2008 - 2011

    • Establish and manage new domain names for clients • Manage 5,000+ websites on 30+ servers • Maintain client email and spam fliters • Develop internal and external training programs • Assist with website implementation

Education 

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