Project Manager, Technical Service Executive, Leader, technical write
Resume:
Shannon Naylor
**** ********** *****, ************, ** 74006
Phone: 918-***-****
Email: *******.*.******@*****.***
Summary
Diverse technical background with a primary focus on customer experience. Especially skilled at building effective working relationships both internally, and with external customers/clients; Specialized in determination of clients needs and translating their needs into achievable goals; experienced in streamlining operations to ensure maximum customer satisfaction and business revenue.
Highlights
●Thrive in a constantly evolving environment
●Ability to translate complex ideas and processes into technical facts or persuasive non-technical presentation
●Excellent organizational skills and ability to prioritize workload
●Attention to detail and precision, solid work ethics concerning meeting deadlines and reliability
●Excellent communication and interpersonal skills
●Ability to administer and recognize customers’ requirements and determine data to hold up business decisions
●Skilled in streamlining operations to ensure maximum customer satisfaction
●Expertise in coordinating diverse teams and resources to complete objectives
●Well versed in Microsoft’s Products 365 suite of products
●Efficient at resource planning; scheduling; requirement gathering; process improvement; negotiating; decision making, Proficient communicator; collaborative leader
Experience
Diversified Systems Resources. Bartlesville, OK
Role: Project Manager
Duration: May 2021 – Present
Summary: Managing multiple projects from rollout to lifecycle and beyond. Monitoring sales and costs analysis. First point of escalation.
●100% customer facing
●Manage ordering and support of deployed broadband solutions
●Maintain cost analysis and savings analysis based on marketing/sales of deployed services.
●Identify opportunities and assist with analytics to make educated decisions for service improvements/enhancements/cost savings
●Assist with billing disputes/audits/credits
●Monitoring disconnects of deployed services when applicable
●Ordering VPN hardware
●Provide oversight of all functioning departments
●Provide 24/7 escalation support for clients
●Formulate and implement process improvements
●Creation of processes and documentation
●Constant analysis of analytics to fine tune processes and work load balancing to increase and maintain efficiency
●Leading semiannual stewardship conferences including demonstrating the current costs analysis and performance of deployed services to the customer
●Extensive remote work/self-management
Diversified Systems Resources. Bartlesville, OK
Role: Service Assurance
Duration: February 2020 – April 2021
Summary: Working directly with Executive Management and Department Managers to identify areas of needed improvement.
●Provide oversight of all functioning departments
●Liaison for escalation (Internal and External)
●Formulate and implement process improvements
●Creation of processes and documentation
●Constant analysis of analytics to fine tune processes and work load balancing to increase and maintain efficiency
●Identify opportunities and assist with analytics to make educated decisions for service improvements/enhancements
Diversified Systems Resources. Bartlesville, OK
Role: Technical Service Executive
Duration: August 2016 – January 2020
Summary: Working directly with an international Kidney Dialysis company to ensure outstanding service/support for deployed services across their network.
●100% customer facing
●Provide 24/7 support for clients on products and services
●Liaison for escalation (Internal and External)
●Formulate and implement process improvements
●Constant analysis of analytics to fine tune processes and work load balancing to increase and maintain efficiency
●Creation of processes and documentation
●Assist the customer with analysis of their deployed services
●Identify opportunities and assist with analytics to make educated decisions for service improvements/enhancements
●Leading semiannual stewardship conferences including demonstrating the current performance of deployed services to the customer
●Extensive remote work/self-management and travel
Diversified Systems Resources. Bartlesville, OK
Role: Senior Technical Support – Escalations
Duration: April 2016 – August 2016
Summary: Member of a team assigned to addressing escalated technical/service related issues with VPN services/routing and underlying transport technologies.
●Address specific customer complaints/concerns
●Customer relations including translation of complex issues for non-technical presentation
●Investigation/identification of complex network related issues
●Perform root cause analysis investigation and thoroughly document issues
●Creation of processes and documentation
Diversified Systems Resources. Bartlesville, OK
Role: Senior Technical Support Analyst – Lead
Duration: May 2008 – April 2016
Summary: Team Lead role consists of delegating duties and ensuring day to day tasks are completed. It is the responsibility of the Team Lead to be customer facing and build a customer rapport. Responsible for operations of corporate IT networks & communication.
●Daily operation analysis of Cisco, Cyber guard Negate, AVPN Cisco/AT&T Solutions.
●Advanced technical analysis of Cyber guard Negates, including requirements for configuration and IP routing.
●Remote support and advanced troubleshooting for locations and equipment of corporate clients.
●Communications with national service providers and operations to ensure prompt and reliable service.
●Determination of network topologies and advanced network troubleshooting techniques.
●Maintain numerous ticketing and monitoring systems for various technical 3rd party vendors.
●Experienced with technical writing and documentation techniques & skills
●Managing personnel productivity
●Monitoring breaks
●Responding to direct Customer requests and concerns
●Daily customer reports
SITEL. Bartlesville, OK
Role: Internet Customer Support Representative
Duration: January 2008 - April 2008
Summary: Internet modem support for RCN (Residential Communication Network) Cable Company.
●Provide troubleshooting/assistance for customers that are unable to access the internet/email clients i.e. Outlook, Entourage etc.
●Experienced in utilizing troubleshooting tools, that point towards identifying the issue that customers are confronting. Pointing out steps and procedures to follow to resolve the problem. Also identifying the need if required to schedule a technician to dispatch to the customers home to troubleshoot further if needed.
●Knowledge of diagnostic and reporting systems to analyze the current configuration/settings of communication equipment, Up to and including wired/wireless router setup and configuration.
●Other duties included upgrading accounts in respect to Connection speeds, IP types, or additional software where applicable.
Education
●August 2007 - December 2007: Rogers State University. Bartlesville, Oklahoma
oG.P.A: 4.0
oAccounting
oCore studies
●January 2007 - May 2007: Allen County Community College. Iola, Kansas
oG.P.A: 4.0
oCrime Scene Investigation & Criminology/Criminal Justice
oCore studies
●August 2004 - May 2006: Yates Center High School. Yates Center, Kansas
oG.P.A: 4.0
oGeneral High School curriculum/study
Other Skills
●Advanced experience of utilizing Windows based operating systems.
●Fluent understanding/utilization of Microsoft office 365 (Excel, PowerPoint, Word, Outlook).
●Experience in various standard and non-standard modem and router configurations necessary as per client requirements.
●Well versed in Android operating systems.
References
●Matt Smith - Diversified Systems Resources - Engineer - Phone: 918-***-**** Email: ******@*********.***
●Carol Porter - Fresenius Medical Care - Supervisor Network Support and Implementation - Phone: 978-***-**** Email: *****.******@***-**.***
●Lori Roche - AT&T - Client Solutions Executive - Phone: 617-***-**** Email: ******@***.***
●Steven Moetzinger - AT&T - Service Executive, Service Management and Operations - Phone: 845-***-**** Email: ******@***.***
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