Blake Phillips
Telecommunications Engineer
- Role
- System Administrator 1 -telecommunications at American Credit Acceptance
- Location
- Spartanburg, SC, US
- LinkedIn followers
- 500 followers
About Blake Phillips
Telecommunications Administrator at American Credit AcceptanceMay 2025 – Present • Administer and support enterprise telephony platforms including Mitel Connect, Aspect Unified IP, 3CX softphone, RightFax, and Citrix-based agent environments. • Led a project to move users to softphone solutions running outside of Citrix, improving audio quality, reducing user issues, and simplifying support. • Support ACA’s telephony migration efforts to NICE LiveVox / SmartReach by completing platform training, testing call handling and audio performance, working in agent and administration pages, and helping troubleshoot user and account issues. • Create and maintain call flows, IVR menus, voicemail messaging, routing logic, and overflow structures for multiple business teams using Mitel and related telephony systems. • Built a centralized telephony documentation foundation that serves as a single source of truth for training, support, troubleshooting, and future environment planning. • Coordinate with third-party vendors and offshore IT teams to troubleshoot telephony issues, validate system behavior, support remote agents, and improve operational stability. • Serve in PIRM (Production Incident Response Manager) on-call rotation, leading bridge calls for production incidents, coordinating technical owners, documenting incident activity, creating production issue tickets, and keeping incident response efforts moving toward resolution. • Partner closely with business teams and serve as a reliable point of contact for telephony support, issue resolution, and day-to-day operational needs. • Selected as part of an IT pilot group for business learning courses focused on core lending operations from May through September, gaining hands-on exposure to originations, servicing, collections, repossessions, reinstatements, and settlements. • Completed business training that included live calls with dealers and customers in originations and servicing-related functions, strengthening understanding of business workflows and customer-impacting operations. • Began automation-focused work to improve validation, alert management, system health checks, and troubleshooting efficiency using tools such as Mabl, Cursor, and related platforms.
Experience
System Administrator 1 -telecommunications
May 2025 — Present · Spartanburg County, SC, US
Manage telecommunications systems at ACA such Aspect Unified IP, Mitel/Shortel, Mitel Connect, Oaisys, brightmetrics, AudioCodes Session Border Controllers, Nice LiveVox Smartreach, 3CX, and RightFax.
Education
University of South Carolina Upstate
Minor, Information and Engineering Systems
University of South Carolina Upstate
Bachelor’s of Interdisciplinary Studies, Cybersecurity and Communications
Spartanburg Community College
Associate of Science - AS, Heating, Air Conditioning, Ventilation and Refrigeration Maintenance Technology/Technician
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