Shannon Doan
Raleigh,NC
Summary
Accomplished IT professional with proven expertise in coordinating technical projects, managing stakeholder communications, and delivering customer-centric solutions. Adept at troubleshooting, overseeing service request workflows, and ensuring adherence to KPIs and SLAs. Excels in fast-paced environments, demonstrating a keen ability to adapt to diverse technology platforms and maintain high service standards.
Overview
5
5
years of professional experience
Work History
Implementation Project Manager
SMRT Systems
Raleigh, NC
06.2023 - Current
- Spearhead end-to-end project management, from needs assessment to implementation, ensuring client satisfaction and operational excellence.
- Collaborate across departments to optimize resource allocation and manage client communications effectively.
- Monitor and report on project KPIs, adapting strategies to enhance service delivery and client engagement.
Software Support Engineer
Apple
Cary, NC
03.2022 - 04.2023
- Delivered high-level technical support, resolving complex issues for a diverse range of Apple products.
- Maintained rigorous SLA compliance, contributing to a consistent client satisfaction rate above 95%.
- Engaged in cross-functional team collaborations to streamline service processes and improve response times.
Network Support Engineer
Verizon Business Solutions
Cary, NC
01.2019 - 02.2022
- Provided expert technical support, ensuring the reliability and efficiency of network services for high-profile accounts.
- Managed critical incidents, coordinating swiftly with teams to mitigate impact and communicate updates to stakeholders.
- Upheld stringent service standards, routinely exceeding SLA and KPI benchmarks for performance and customer satisfaction.
- Monitored the performance of the network to ensure optimal levels of service.
Education
Bachelor of Arts -
Post University
Waterbury, CT12-2025
Certificate - Information Technology Security And Adminiatration
My Computer Career
Morrisville, NC12-2023
Skills
- Service Desk Coordination
- Technical Support & Troubleshooting
- Client Relationship Management
- Ticket System Management
- SLA & KPI Adherence
- Effective Communication
- Multitasking & Prioritization
- Critical Thinking & Problem Solving
Timeline
Implementation Project Manager
SMRT Systems
06.2023 - Current
Software Support Engineer
Apple
03.2022 - 04.2023
Network Support Engineer
Verizon Business Solutions
01.2019 - 02.2022
Bachelor of Arts -
Post University
Certificate - Information Technology Security And Adminiatration
My Computer Career
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