Shannon Fredericks
Snr Manager Operations
Centurion
Summary
I have a strong technical background and demonstrated history of working in the networking and customer services industry. I have over 17 years of valuable experience with building rich relationships with colleagues, clients, and vendors. I focus on high quality service delivery that not only meet operational standards but deliver high business value as well. I am a quick learner and I have strong problem-solving skills. I am a proactive person who is highly self-motivated and enthusiastic with a drive to succeed and work well under pressure. I believe what makes a difference in my job roles is a strong sense of ownership and that I genuinely care - about any organization I work for. I am very passionate about my job, about our clients and their desired business outcomes.
Overview
21
21
years of professional experience
Work History
Snr Consultant: Networks and System Optimisation
Kanoi (Pty) Ltd
08.2024 - Current
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
- Assisted clients in navigating complex industry challenges with strategic recommendations.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
- Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
- Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
Snr Network Manager
BCX
12.2021 - 5 2023
- Leads a team of 15 Snr Engineers
- Overlooks a Higher-Level support for complex and escalated technical problems for all operational products and services (Wi-Fi, POS, VPN, SDWAN, UWAVE).
- Ensuring service activation and service assurance in the operations division and manages effective and efficient project roll outs
- Record and manage all complaints and escalate, where necessary, to reach resolution.
- Manage efficiency of internal processes
- Analyse and review customer reports
- Reducing number of dispatches to customer
- Enhancing the Service Provisioning process
- Increasing focus on delivery and measurements on delivery against Customer Required Date methodology
- Improving data integrity and sustainability
- Ensuring delivery on multiple projects within set timelines
- Ensure customer SLA is met
- Drive Third party service providers to maintain and improve SLA's
- Ensuring service objectives are met
- Ensure CORE network availability is met
- Manages/Monitor and ensure customer satisfaction
- Documenting all action plans
- Manages/Monitor change control processes for the CORE network
- Attends customer meetings and internal strategy sessions
- Collaborate effectively with IT support teams, enabling swift maintenance and repair for system faults.
- Evaluated performance and provided suitable feedback, balancing criticism with positivity and motivation.
- Maintained and documented records of participant performance to achieve consistent training.
- Assessed strengths and weaknesses of participants performance and identified areas for further development.
- Communicated with customers in professional manner providing comprehensive support.
- Responsible to manage vendors/partners to ensure they are accountable and adhere to SLA’s as per the contract and ensure they are aware and adhered to BCX SLA’s
- Analysed and understood provided technical information for repair work.
Tier 2 Network Manager
BCX
01.2014 - 11.2021
- Managed a team of 6 network engineer specialists
- Higher Level support for complex and escalated technical problems for all operational products and services. (Wi-Fi, POS, and VPN).
- 24hr Technical support for Wireless SIM/GSM Operated Routers with multi capabilities ( POS and VPN)
- Ensuring service activation and service assurance in the operations division and manages effective and efficient project roll outs. Logs and manages customer faults to ensure resolution within SLA.
- Ensures customers network availability SLAs are adhered to.
- Collaborate effectively with IT support teams, enabling swift maintenance and repair for system faults.
- Managed new application rollouts accurately and efficiently, enhancing operational capabilities.
- Manages customer satisfaction.
- Manage efficiency of internal processes
- Adherence to the CM process
- Reducing number of dispatches to customer
- Enhancing the Service Provisioning process
- Increasing focus on delivery and measurements on delivery against Customer Required Date methodology
- Improving data integrity and sustainability
- Delivering projects within set time lines
- Maintaining reputation of the company to customers
- Ensuring service objectives are met
- Ensuring network availability is met
- Manages/Monitor and ensure customer satisfaction
- Documenting all action plans
- Communicate with relevant parties nationally
Tier 2 Network Engineer
BCX
01.2006 - 01.2014
- Higher Level support for complex and escalated technical problems for all operational products and services. (Wi-Fi, POS, and VPN).
- Prepping & Configuration of all VPN Wireless SIM/GSM Operated Routers.
- 24hr Technical support for Wireless SIM/GSM Operated Routers with multi capabilities (WiFi, POS and VPN)
- Ensuring service activation and service assurance in the operations division and manages effective and efficient project roll outs.
- Re-active and Pro-active Monitoring and reporting of Core Network Components, service and hosts. Experience with Network Management Tools such as HP Open view, Nagios, Observium.
- System Administration assistant for key managing and troubleshooting applications for products and user management.
- Analyze, resolve and document escalated technical related problems from customers
- Responsible for providing training to new and current staff members.
- Responsible for documenting training manuals.
- Diagnosed and resolved complex network problems.
- Managed network performance and implemented changes to improve efficiency.
- Maintained communication with colleagues to promote knowledge sharing and project collaboration.
Subject Matter Expert (SME)
BCX
01.2005 - 01.2006
- Prepping & Configuration of Wireless SIM/GSM Operated Routers
- Manage dispatch of Wireless SIM/GSM Operated Routers
- Technical support for Wireless SIM/GSM Operated Routers with multi capabilities
- Telephonic assistance with installations and faults for Wireless SIM/GSM Operated Routers
- Pro-active Monitoring, reporting and maintaining Radio Network Management Centre (x25)
- Re-active and Pro-active Monitoring and reporting of Core Network Components, service and hosts.
- Trouble-shoot complex and escalated technical problems for all operational products and services
- System Administration assistant for key managing and troubleshooting applications for products and user management
Helpdesk Support
BCX
01.2004 - 01.2005
- Logging and clearing faults.
- Handle and resolve customer queries and follow up on calls when necessary.
- Reporting of client calls and responds to customer queries.
- Assisting contractors testing signals and faults admin.
- Assisting corporate clients with installations.
- Follow up on maintenance done by contractors.
- Indentify and escalate priority issues and complete call logs.
- Assisting technicians telephonically with technical enquiries.
- Standby i.e. after hours support from home (17:30 to 07:30)
- Monitoring of calls logged w.r.t SLAs
Education
Diploma Business management - Business Management
BMT
Matric -
Laudium Secondary
Microsoft A -
CTU
Microsoft N -
CTU
CCNA -
Torque IT
CCNP -
Torque IT
SQL database Administration -
SETA
Project Management (CAPM) -
Torque IT
Skills
Customer focus: Able to Identify and effectively respond to the diverse needs of project customers, passion for customer service
Analysing reports and providing technical resolutions and suggested improvements
Motivated and innovative self-starter problem-solving and analytical skills to assess complex complaints and identify appropriate resolutions Organized, with the capacity to manage multiple issues simultaneously Prepared to work long hours Handles working under stress and meeting deadlinesCoping with pressures and setbacks Uses initiative in solving technical problems Prepared to provide hands on skills if and when required Adhering to principles and values Adapting and responding to change Entrepreneurial and commercial thinking Presenting and communicating information Great communication skills, both written and verbal, with the ability to interact professionally with difficult customers
Problem-Solving
Client Relationships
MS Office
Client Requirements Assessment
Languages
English
Bilingual or Proficient (C2)
Afrikaans
Bilingual or Proficient (C2)
Timeline
Snr Consultant: Networks and System Optimisation
Kanoi (Pty) Ltd
08.2024 - Current
Snr Network Manager
BCX
12.2021 - 5 2023
Tier 2 Network Manager
BCX
01.2014 - 11.2021
Tier 2 Network Engineer
BCX
01.2006 - 01.2014
Subject Matter Expert (SME)
BCX
01.2005 - 01.2006
Helpdesk Support
BCX
01.2004 - 01.2005
Diploma Business management - Business Management
BMT
Matric -
Laudium Secondary
Microsoft A -
CTU
Microsoft N -
CTU
CCNA -
Torque IT
CCNP -
Torque IT
SQL database Administration -
SETA
Project Management (CAPM) -
Torque IT