Shannon Phillips
shannon@slp4hire.com
slp4hire-resume.docx
EXPERIENCE
GameStop 05/2005-4/2022 Grapevine, TX
Designed and Implemented Enterprise Cloud VOIP solution for All Corp Campus/Remote Offices and Retail Stores. 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.
Supported Store Network Fortinet/Juniper/Cisco Firewalls/Switches/APs
VB Scripting to automate remote updates for Network gear
Supported Corp Cisco CUCM PBX and CCX Call Center Environments
Supported Corp Network, Cisco Switches/ASA/ASR/ISE/NCS/ACS
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
Providing
Analysis for Business Operations to reduce cost
Flair Data Systems 08/2004 – 05/2005
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
Ecare Associate 2yrs
Customer Service / Web Technical Support - via Phone, Chat and Email.
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 utilizing 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
Inbound/Outbound Tech Support Call Center for
all OEM of Computers
AmeriplanUSA Corp 5/1996 - 9/1997
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 |
15+ years |
Currently used |
|
Network Tools (Secure CRT, WireShark, ,Fluke,Link Runner, NetBrian, ClearPass, SolarWinds,ACS,NCS,HP OpenView,Tufin) |
Intermediate |
15+ years
|
Currently used |
|
Firewalls - Cisco/Juniper/Fortinet |
Advance |
15+ years |
Currently used |
|
Routers/Switches - Cisco/Juniper/Fortinet/Aruba |
Intermediate |
15+ years |
Currently used |
|
Telecom-DSL,T1,OC3,Ethernet,LTE,PRI,SIP VOIP/PBX-CCUM,CCX,Cloud(8x8,TPX,NICE-InContact,ZenDesk-Talk) |
Intermediate |
15+ years |
Currently used |
|
MS SQL |
Beginner |
10+ years |
Currently used |
|
Python |
Beginner |
1yr |
Currently used |
EDUCATION:
East
COMMUNITY:
Board Member – Faulkner Point Homeowners Association