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