Shannon Phillips
                                            slp4hire@gmail.com
                                                972-226-4449

EXPERIENCE

 

 

 

   GameStop 05/2005  -current  Grapevine, TX

           Lead Telecom Engineer 1yr

 

 

             Designed and Implemented Enterpirse Cloud VOIP solution for Corp Campus/Remote Offices and Retail Stores

           Telecom Eng 5yr

 

 

             Supported Store Wan Juniper/Cisco Firewalls/Switches

             VB Scripting to automate remote updates for Network gear

             Supported Corp Cisco CUCM PBX and CCX Call Center Enviroments

             Supported Corp Enviroment, Cisco Switches/ASA/ASR/ISE/NCS/ACS

           NOC Supervisor 5yr

 

 

             Maintain Staff of 3 with 24x7 Oncall rotation

             Company Liaison for Store Network Business Partners
              Designed and implemented Store Tech Support portal

             Provided Analysis to reduce Company Store(s) Telecom cost
              Providing Analysis for Business Operations to reduce cost            

 

 

Flair Data Systems  08/2004 – 05/2005    Dallas, TX

        NOC Manager 3 months

 Maintain Staff of 6 at 24x7 NOC at Infomart

        Level 1 Support 6 months

            Monitor-Maintain, Support Deployment of DSL Wan for Corporate Client

 

 

 

Neiman Marcus Online    07/2002 - 07/2004    Irving,TX

       Ecare Associate 2yrs

 

 

Customer Service / Web Technical Support - via Phone, Chat and Email.

 

 

 

   GE - ZurichWarranty Management Inc    10/1997 - 5/2002   Dallas, TX
        Business Analyst/Special Operations 1yr
           Designedand implemented Invoice Validation and Adjudication system for                   
            business needs, resulting in $600k yearly saving. Developed and maintain                       
            various subsystems utilizng Access 97. 
        Quality Assurance Analyst ½ yr
           Monitored 300+ agents from 2 call centers. Researched and Recommended     
           monitoring process improvement which lead to company purchase of Witness
           Software(desktop mirroring)
        EDI Specialist/Quality Control 3+yrs(concurrent responsibilities)
            Designed and implement EDI links with 20+ Business partners.  Monitored and
            maintained quality of service for both internal employees and business partners.
             
             Developed Reporting systems using Access 97.
  Third level support technician.
        Company Liaison ½ yr
           Established cohesive relationship with business partners and developed reporting
            standards between companies
        2nd Level Call Center Support 1yr
           Shift Lead, Research and Development of department Policies and Procedures. 
           Developed Knowledgebase, made final decisions on hardware/software failure.
           Took consumer escalations, assist with training of 1st Level Support
        1st Level Call Center Support 4wk
           Inbound/Outbound  TechnicalSupport Call Center for all OEM of Computers

 

 

 

AmeriplanUSA Corp     5/1996 - 9/1997    Dallas, TX
        MIS Network Admin 9mo
           Designed and supported/maintained all hardware needs. Novell 4.1 servers, PBX,
           printers, desktops, etc.
Help maintain all MIS software        

 

 



SKILLS

Area  

Level 

Experience

Last Used

DOS 5.0,Win3.1-Win10

Intermediate 

30+ years

Currently used

MS Office   

Intermediate

18+ years

Currently used

MS Access DB

Advance

18+ years

Currently used

ASP/VB scripting

Intermediate

10+ years

Currently used

MS SQL

Beginner

 

 5+ years

Currently learning

Network Monitoring Tools

HP OpenView/SolarWinds/Tufin

Beginner

 

 10+ years

Currently used

Firewalls - Cisco/Juniper/Fortinet/Palo

Intermediate

5+ years

Currently used

Routers/Switches - Cisco/Juniper/Fortinet

Intermediate

10+ years

Currently used

Telecom/VOIP/PBX/Cloud

Intermediate

5+ years

Currently used

Novell CNE 4.11

Engineer

2 years

20yrs ago


EDUCATION:

East Texas State University - 68hrs towards BS in Computer Science

Eastfield College -  Associate’s Degree of Arts and Sciences

Mesquite High School
-  Who’s Who Among American High School Students

COMMUNITY:

Board Member – Faulkner Point Homeowners Association