Shannon Phillips
                                            slp4hire@gmail.com

EXPERIENCE 

AcrisureLLC 04/2022-current  Work from Home

Sr Voice Engineer

Designed and Implemented NICE Contact Center including Dynamic Call

Routing via 3^rd Party API’s. Supported Webex Migrations off CUCM,

Implemented 3^rd Party eFax, Call Recording and Call Reporting Solutions

Member of IT Architect Review Board

GameStop 05/2005-01/2022  Grapevine, TX

Lead Telecom Engineer 2yr

             Designed and Implemented 8x8/NICE Enterprise Cloud

             VOIP solutions for All Corp Campus/Remote Offices, Retail Stores and Contact

             Centers. Migrated ResOrg off AT&T. Developed

             monthly Billing Validation system ($100k monthly saving) Developed Cross

             Platform Analytics. Developed EDI feeds with Business Partners Develop Python

             Scripting for Fortinet API and SQL CMDB.

Telecom Engineer 9yr

             Supported Store Wan Fortinet/Juniper/Cisco Firewalls/Switches/APs

             VB Scripting to automate remote updates for Network gear

             Supported Corp Cisco CUCM PBX and CCX Call Center Enviroments

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

NOC Supervisor 5yr

             Managed Staff with 24x7 Oncall rotation

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

             Provided Analysis to reduce Company Store(s) Telecom cost
             Provided 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

Monitored 300+ agents from 2 call centers. Researched and Recommended monitoring process

improvement which lead to company use 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 4wks
           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       

Eagle Optical  1995 - 1996    Garland, TX

Denny’s Restaurant  1992 - 1995    Mesquite, TX

SKILLS

Area	Level	Experience	Last Used
DOS 5.0,Win3.1-Win10	Intermediate	40+ years	Currently used
MS Office	Intermediate	25+ years	Currently used
MS Access DB	Advance	20+ years	Currently used
ASP/VB scripting	Intermediate	18+ years	Currently used
Network Monitoring Tools (HP OpenView/SolarWinds)	Intermediate	18+ years	Currently used
Firewalls - Cisco/Juniper/Fortinet	Advance	18+ years	Currently used
Routers/Switches - Cisco/Juniper/Fortinet	Intermediate	18+ years	Currently used
Telecom/VOIP/PBX/Cloud	Advance	18+ years	Currently used
MS SQL	Beginner	5+ years	Past
Python	Beginner	1yr	Past

EDUCATION:

Novell - CNE 4.11

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/Treasure – Faulkner Point Homeowners Association

CNBC Contributor – Making of the MeME King – June 2023