email@example.com • 718-***-**** • linkedin.com/in/shannonnesmith
Dedicated and innovative professional with related education, practicum, and experience to contribute to long-range operational objectives in an IT Support / Help Desk role.
Software/Hardware Solutions: Proven success diagnosing and resolving software and hardware issues. Capable of upgrading office applications to maximize productivity. Track record of matching business objectives to current and emerging technologies.
Network Engineering/Support: Experience planning, installing, configuring, repairing, and troubleshooting data internet services. Detailed knowledge of resource management and network development. Keen understanding of firewalls, routers, and switches.
System Security/Continuity: Talent for implementing security strategies backed by knowledge of processes to support data warehousing and information distribution. Proactive in preserving system integrity through backup and recovery strategies.
Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), QuickBooks, PeopleSoft, SAP, Sibel, Yardi, Coffee Anywhere, SABIT, VSAT
VERIZON, New York, NY 3/2016 – Present
Field Operations Manager / Foreman
Acquire and apply knowledge of current and emerging IT practices, to include supervising a team of technicians, utilizing several data and information management systems and support components; test data integrity with leading-edge quality assurance practices. Utilize payroll system to accurately and promptly process payroll.
Dispatch team members and delegate tasks. Inform team of changes and updates.
Communicate cross-functionally to modify duties and coordinate technicians throughout the day.
Document quality and safety checks using a data management system.
Developed and implemented a strategy to reduce overtime by 95% and increase productivity by 85%.
UPS / LOGISTICS, Atlanta, GA 7/2015 – 12/2015
Human Resource Manager
Collaborated with senior leadership and maintained open lines of communication across business units. Identified opportunities for improvement and recommended/implemented solutions for process improvements. Participated in talent acquisition activities to pre-screen, interview, and hire qualified candidates.
Developed and implemented a system to more efficiently process candidates.
Led an initiative to organize the structure of the team and optimize workflow.
Gathered and processed documentation using E-Verify for daily I-9 process, achieving 100% completion.
Designed an Excel spreadsheet to track candidates’ progress during the onboarding process.
Created an improved process to obtain background screenings in a two-day period.
THE NATIONAL RECOVERY LLC, Atlanta, GA 10/2014 – 7/2015
Provided comprehensive administrative support by greeting and welcoming customers, coordinating a demanding calendar of transportation schedules, collected payments and past-due accounts, processed payroll, procured office supplies, and performed data entry. Applied meticulous attention to detail to process payments by cash, check, credit card, and automatic debit. Coordinated daily routes across various perimeters within a 60-mile radius.
Interviewed current and prospective customers to gather and identify needs for building business websites.
Created websites and Google locations.
Developed and implemented policies and procedures that significantly enhanced the organization’s profitability and customer-base.
Applied strong computer literacy to administer payment updates and scheduling in the system.
AT&T, Atlanta, GA 1/2013 – 10/2014
Advance Billing Technician, Tier 2
Worked remotely to educate customers on wireless technologies and troubleshoot issues. Accurately updated customers’ wireless accounts for billing, payments, and demographic changes. Managed a high-volume of inbound/outbound calls.
Applied strong IT skills to troubleshoot various system issues and promptly resolve customer issues 97% of the time, to ensure an exceptional customer experience.
Conducted technical training to colleagues to ensure new systems and technologies were properly explained.
Activated wireless devices and added new lines of service for sales, boosting growth by 88.5%.
UNITED STATES ARMY, Florence, SC 4/1990 – 4/1998
EDUCATION AND AFFILIATIONS
Associate Degree, Information Technology in Cyber Security
Keiser University Fort Lauderdale, FL
Master of Business Administration, Human Resource Management
Bachelor of Business Administration, Human Resource Management
Associate of Business Administration
American InterContinental University Schaumberg, IL
Women Association of Verizon Employees (WAVE)
Veterans Members Association
Veterans Advisory Board
Native American People of Verizon (NAPV)