Dynamic professional with over 17 years of experience in the networking and customer service industry, showcasing a robust technical background and a proven ability to build strong relationships with colleagues, clients, and vendors. Committed to delivering high-quality service that meets operational standards and drives significant business value. Recognized for quick learning and exceptional problem-solving skills, complemented by a proactive and self-motivated approach that thrives under pressure. Detail-oriented team player with strong organizational capabilities, adept at managing multiple projects simultaneously while maintaining a high degree of accuracy to ensure successful outcomes.
Hi, I’m
Shannon Fredericks
Snr Manager
Cape Town,WC
Summary
Overview
22
years of professional experience
Work History
Kanoi (Pty) Ltd
Snr Consultant: Networks and System Optimization
08.2024 - Current
Job overview
- Created, tracked all projects and system releases on Jira and Confluence.
- Manage client relationships through regular check-ins and updates on project progress.
- Evaluate client needs and expectations, establishing clear goals for each consulting engagement.
- Enhance communication among team members to foster collaborative and supportive work environment.
- Identify areas of improvement for clients' Analytical skills.
- Led cross-functional teams to deliver IT projects on time and within budget.
- Developed project plans and schedules to ensure alignment with organizational goals.
- Implemented risk management strategies to mitigate potential project challenges.
- Led change management initiatives to improve organizational efficiency and employee engagement.
BCX
Snr Network Manager
01.2021 - 05.2023
Job overview
- Lead a team of Engineers.
- Overlooked Higher-Level support for complex and escalated technical problems for all operational products and services.
- Ensured service activation and service assurance in operations division and managed effective and efficient project roll outs.
- Recorded and managed all complaints and escalate, where necessary, to reach resolution.
- Improved network performance by implementing advanced monitoring tools and troubleshooting techniques.
- Coordinated with other departments to ensure efficient allocation of resources for optimal network performance.
- Managed vendor relationships for procurement, installation, and support of networking equipment and services
- Managed/Monitored change control processes for CORE network.
- Collaborated effectively with support teams, enabling swift maintenance and repair for system faults.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Evaluated performance and provided suitable feedback, balancing criticism with positivity and motivation.
- Maintained and documented records of Best Practices.
- Led network operations, ensuring optimal performance and reliability of infrastructure.
- Implemented strategic upgrades to network systems, enhancing security and efficiency.
- Developed and executed disaster recovery plans to safeguard organizational data.
- Mentored junior staff, fostering skill development and knowledge sharing.
- Developed and implemented service level agreements to enhance operational efficiency.
- Monitored SLA compliance metrics to identify areas for improvement.
- Regularly communicated results from KPI tracking to senior management for informed decision-making related to resource allocation, staffing levels, or other critical initiatives impacting company growth potential.
- Improved team performance by implementing new KPI tracking systems and providing regular feedback.
BCX
Tier 2 Network Manager
01.2014 - 01.2021
Job overview
- Managed a team of network engineer specialists.
- Higher Level support for complex and escalated technical problems for all operational products and services (Wi-Fi, POS, and VPN).
- Managed Network Operating Center (NOC) technical infrastructure and server performance.
- Designed specific escalation processes for detected faults and intrusion attempts, defining response hierarchies to promote optimal outcomes.
- Ensured customers network availability SLAs are adhered to.
- Collaborated effectively with support teams, enabling swift maintenance and repair for system faults.
- Managed new application rollouts accurately and efficiently, enhancing operational capabilities.
- Maintained reputation of the company to customers.
- Ensured service objectives are met.
- Ensured network availability is met.
- Managed/Monitored and ensure customer satisfaction.
- Documented all action plans.
- Communicated with relevant parties nationally.
- Managed vendor relationships for procurement, installation, and support of networking equipment and services.
- Increased network reliability by conducting regular audits, identifying vulnerabilities, and recommending corrective actions.
- Identified departmental needs and made suggestions regarding technical direction.
- Streamlined network operations by consolidating multiple platforms into a unified management system.
BCX
Tier 2 Network Engineer
12.2005 - 01.2014
Job overview
- 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.
- Led troubleshooting efforts for complex network issues, ensuring minimal downtime and optimal service delivery.
BCX
Subject Matter Expert (SME)
01.2005 - 11.2005
Job overview
- 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.
- Mentored junior team members, contributing to their professional growth and development.
BCX
Helpdesk Support
01.2004 - 12.2004
Job overview
- 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.
- Identify 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.
- Oversaw decrease in average daily number of trouble tickets by
Education
BMT
Diploma from Business Management
University Overview
completed two years, left with one more year
CTU
Certificate from Microsoft A
University Overview
CTU
Certificate from Microsoft N
University Overview
Torque IT
CCNA
University Overview
Torque IT
CCNP
University Overview
SETA
SQL database Administration
University Overview
Torque IT
Project Management from (CAPM)
University Overview
Laudium SecondaryPretoria
Matric
University Overview
Skills
Client-centric approach
References
References
- Shupi Katsande, Kanoi, 0741602024
- Janine Van Wyk, BCX, 0824658116
- Petrus Du Toit, BCX, 0827444827
- Nelson Coelho, Managing Director, Skybird Connect, 0126863155, 0817971921, Former Direct manager at BCX
- Bob Lafite, BCX, Exec: ICT ConComm, 0126863280, 0614090000, Former Managing Exec at BCX
Timeline
Snr Consultant: Networks and System Optimization
Kanoi (Pty) Ltd
08.2024 - Current
Snr Network Manager
BCX
01.2021 - 05.2023
Tier 2 Network Manager
BCX
01.2014 - 01.2021
Tier 2 Network Engineer
BCX
12.2005 - 01.2014
Subject Matter Expert (SME)
BCX
01.2005 - 11.2005
Helpdesk Support
BCX
01.2004 - 12.2004
CTU
Certificate from Microsoft A
CTU
Certificate from Microsoft N
Torque IT
CCNP
SETA
SQL database Administration
Torque IT
Project Management from (CAPM)
Laudium Secondary
Matric
BMT
Diploma from Business Management
Torque IT
CCNA