Shannon Polk
Mesquite
Summary
Dynamic IT professional with extensive experience at Wi-Five Broadband, excelling in network troubleshooting and customer service. Proven track record of enhancing system performance and reducing downtime through effective problem-solving. Skilled in training development and fostering teamwork, driving operational efficiency and client satisfaction in fast-paced environments.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
30
30
years of professional experience
Work History
Technical Support /IT Field Technician
Wi-Five Broadband
05.2015 - 10.2025
- Diagnosed and resolved network connectivity issues for residential and commercial clients.
- Installed, configured, and maintained wireless networking equipment to ensure optimal performance.
- Conducted site surveys to assess customer needs and recommend appropriate solutions.
- Provided technical support and troubleshooting assistance via phone, email, and on-site visits.
- Enhanced system performance by troubleshooting and resolving hardware, software, and network issues.
- Streamlined IT support processes by implementing efficient ticketing systems and prioritizing tasks based on urgency.
- Reduced downtime for clients with prompt response to technical issues and effective problem-solving skills.
- Optimized server efficiency by conducting regular maintenance checks and updating software as needed.
Repair Department Supervisor/Operations Manager
Long Range Systems
09.1995 - 05.2015
- Supervised daily operations, ensuring adherence to company policies and procedures.
- Trained and mentored team members to enhance performance and productivity.
- Implemented process improvements to increase workflow efficiency and reduce errors.
- Coordinated departmental schedules, aligning resources with organizational needs.
- Conducted regular performance evaluations, providing constructive feedback for development.
- Analyzed operational data to identify trends and inform strategic decision-making.
- Developed training materials and programs to support employee onboarding and skill enhancement.
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Trained new employees on overall company and department-specific policies and procedures.
- Managed team of 15 employees, delegated tasks and held each employee accountable for completing assignments.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Mentored junior staff members to develop their skills and advance within the company, increasing overall productivity and team performance.
- Fostered a positive working environment by actively engaging in team-building activities, promoting open communication channels, and recognizing individual achievements.
- Assigned tasks and established work schedules to staff to cover operational needs.
- Implemented inventory management system to minimize waste, reduce costs, and maintain accurate stock levels.
- Achieved consistent on-time completion of projects by effectively delegating tasks and setting clear expectations for team members.
- Wrote out weekly schedules to maintain coverage levels for expected demands.
- Oversaw daily operational performance of Repair,Production and Configuration team.
- Increased customer satisfaction by addressing concerns promptly and implementing improvements based on feedback.
- Maintained clean, organized workspaces for optimal functionality and employee safety.
- Contributed to the development of departmental policies and procedures that increased effectiveness and efficiency across various functions.
- Promoted a culture of continuous improvement through frequent process reviews, open dialogue among team members about potential enhancements, and proactive implementation of changes.
- Reduced employee turnover rate through effective communication, regular feedback, and fostering a positive work environment.
- Facilitated training sessions for new employees, ensuring smooth onboarding process.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Submitted reports to senior management to aid in business decision-making and planning.
- Streamlined operational workflows to enhance efficiency and reduce costs.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
Education
Associate of Applied Science - Electronics Engineering
Arkansas School of Technology (N.E.C)
Little Rock, AR12-1994
Skills
- Network troubleshooting
- Remote support
- IT asset management
- Wireless networking
- Hardware installation
- Software configuration
- VoIP systems
- Patch management
- Server management
- Network configuration
- Teamwork
- Advanced troubleshooting
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Microsoft windows and office
- Multitasking
- Organizational skills
- Team collaboration
- Active listening
- Remote technical support
- Self motivation
- Customer communication and empathy
- Device installation
- Training development
- Application installations
- Project management
- Equipment Repair
- Tracking and documentation
Timeline
Technical Support /IT Field Technician
Wi-Five Broadband
05.2015 - 10.2025
Repair Department Supervisor/Operations Manager
Long Range Systems
09.1995 - 05.2015
Associate of Applied Science - Electronics Engineering
Arkansas School of Technology (N.E.C)