Shannon Fredericks

• Create and track all projects and system releases on Jira and Confluence.
• Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
• Managed client relationships through regular check-ins and updates on project progress.
• Enhance communication among team members to foster collaborative and supportive work environment..
• Developed project plans and schedules to ensure alignment with organizational goals.
• Implemented risk management strategies to mitigate potential project challenges.
• Oversee change management strategies that improve operational effectiveness and promote employee commitment.

Core Focus:

Team Leadership and Talent Development

• Performance Management & Mentorship: Setting clear goals for engineers and NOC staff, conducting regular performance reviews, and fostering professional development to upskill team members (e.g., training in SD-WAN, networking, or security).
• Operational Structure & Staffing: Managing 24/7 coverage, including shift rotations for on-site and remote teams, and handling hiring to ensure appropriate staffing levels.
• Building a High-Performing Culture: Fostering collaboration, accountability, and teamwork.

Incident and Change Management

• Rapid Incident Resolution: Overseeing 24/7 monitoring and incident response to minimize downtime.
• Root Cause Analysis (RCA): Leading post-incident reviews to identify underlying causes, not just treating symptoms.
• Change Control Protocol: Ensuring all planned changes follow strict, documented, and approved procedures to prevent service outages.

Operational Process and Documentation

• Standard Operating Procedures (SOPs): Creating, maintaining, and enforcing SOPs and escalation protocols.
• Knowledge Management: Ensuring documentation is updated to reduce dependency on specific individuals.

Network Performance and Capacity Planning

• Proactive Monitoring & Optimization: Utilizing tools (e.g., SolarWinds, Observium ) to monitor bandwidth, latency, and traffic in real-time, proactively addressing bottlenecks before they impact users.
• Capacity Planning: Forecasting infrastructure needs and managing upgrades to meet growing demands.
• Network Modernization: Supporting digital transformation initiatives,including moving to hybrid/cloud environments and SD-WAN.

Security and Compliance

• Network Security Enforcement: Ensuring firewalls, VPNs, are properly configured and updated.
• Compliance Audits: Conducting regular audits to ensure adherence to industry standards like PCI-DSS.
• Disaster Recovery (DR): Developing and testing DR plans to ensure business continuity during major outages.

Vendor and Financial Management

• SLA Management: Oversee relationships with ISPs and vendors to uphold uptime commitments while ensuring delivery of customer SLAs.
• Budgeting: Managing the operational budget for hardware, software, and staffing, focusing on cost optimization.

Key Metrics for Success (KPIs)

• Mean Time to Detect (MTTD) & Resolve (MTTR): Tracking speed of response and repair.
• Mean Time to Install (MTTI): Measuring installation efficiency by tracking both speed and quality.
• Network Uptime/Availability: Ensuring high availability of LAN, WAN, and wireless infrastructure
• Change Success Rate: Measuring the success of changes and reducing incidents caused by changes.

Core Focus

Team Leadership and Talent Development

• Performance Management & Mentorship: Setting clear goals for engineers and NOC staff, conducting regular performance reviews, and fostering professional development to upskill team members (e.g., training in SD-WAN, networking, or security).
• Operational Structure & Staffing: Managing 24/7 coverage, including shift rotations for on-site and remote teams, and handling hiring to ensure appropriate staffing levels.
• Building a High-Performing Culture: Fostering collaboration, accountability, and teamwork.

Incident and Change Management

• Rapid Incident Resolution: Overseeing 24/7 monitoring and incident response to minimize downtime.
• Root Cause Analysis (RCA): Leading post-incident reviews to identify underlying causes, not just treating symptoms.
• Change Control Protocol: Ensuring all planned changes follow strict, documented, and approved procedures to prevent service outages.

Operational Process and Documentation

• Standard Operating Procedures (SOPs): Creating, maintaining, and enforcing SOPs and escalation protocols.
• Knowledge Management: Ensuring documentation is updated to reduce dependency on specific individuals.

Network Performance and Capacity Planning

• Proactive Monitoring & Optimization: Utilizing tools (e.g., SolarWinds, Observium ) to monitor bandwidth, latency, and traffic in real-time, proactively addressing bottlenecks before they impact users.

Key Metrics for Success (KPIs)

• Mean Time to Detect (MTTD) & Resolve (MTTR): Tracking speed of response and repair.
• Mean Time to Install (MTTI): Measuring installation efficiency by tracking both speed and quality.
• Network Uptime/Availability: Ensuring high availability of LAN, WAN, and wireless infrastructure
• Change Success Rate: Measuring the success of changes and reducing incidents caused by changes.

• 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.

completed two years, left with one more year