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 - Zurich Warranty Management Inc    10/1997 - 5/2002    Dallas, TX
        Business Analyst/Special Operations 1yr
            Designed and 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  Technical Support Call Center for all OEM of Computers

 

Ameriplan USA 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-XP  

Intermediate 

22+ years

Currently used

HTML, Graphics, Flash
(various programs) 

Intermediate

14+ years

Currently used

MS Office   

Intermediate

12+ years

Currently used

MS Access DB

Advance

12+ years

Currently used

ASP scripting

Beginner

6 months

Currently learning

MS SQL

Beginner

 

Currently learning

MySQL

Beginner

 

Currently learning

CGI,Pearl

Beginner

2+ years

1yr ago

HP OpenView

Beginner

9 months

2yrs ago

Linux (Unix)

Intermediate

3 years

3yrs ago

Novell CNE 4.11

Engineer

2 years

4yrs 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