Shannon L Hensley
Mount Dora,FL
Summary
Accomplished professional with experience evaluating client needs and analyzing data to determine business requirements. Career in Public Safety spanning 30 years to include Paramedicine, 911 Dispatching / Supervision / Management, and Public Safety Software Consulting and Support.
Overview
13
13
years of professional experience
Work History
Technical Support Engineer
SoundThinking
11.2024 - Current
- Resolved end user application issues by providing effective technical support.
- Investigated customer inquiries, generating reports and collaborating across teams.
- Proactively communicated service updates through Technical Support Bulletins.
- Crafted notifications for customers regarding support-related issues.
- Maintained logs of system performance and metrics for analysis.
- Documented all customer support incidents in ticket tracking system.
Senior Systems Administrator
Global Medical Response
12.2022 - 11.2024
- Provide L2/L3 technical support for Logis IDS, Logis Mobile, and associated interfaces including client proxy connections and Imagetrend;
- Assist in the evaluation of new products, services and integrations;
- Provide technical leadership for projects related to the implementation of software;
- Coordinate with users to ensure that optimum configuration is provided to the business;
- Collaboration and coordination with Vendors, IT Towers, End Users and Leadership.
Consultant
TriTech Software Systems / CentralSquare Technologies
01.2017 - 12.2022
- Perform analysis and mapping of existing client operational processes to the Enterprise CAD, Mobile and RMS system capabilities;
- Identify, document and communicate project risks to Project Management;
- Define system requirements and performs system demonstration and configuration;
- Maintain onboarding consultant training information.
- Remote
Communications Manager
Marion County BOCC
10.2014 - 01.2017
- Manage day to day operations of a 911 communications center fielding over 700,000 calls per year and serving a population of 350,000;
- Assist with the development of policies and procedures;
- Daily data mining and creation of reports for all customer agencies;
- Oversee all shift activities including quality control and maintenance of records;
- Oversee Dispatch Training and QA Program.
CAD/QA Specialist
Marion County BOCC
11.2012 - 10.2014
- Responsible for the QA Program, including feedback;
- Creation of CDE’s and training opportunities;
- Responsible for all incident inquiry investigations and follow-up;
- Creation of employee data book for use in preparation of Performance Evaluations;
- Responsible for all maintenance of data associated with medical and fire accreditations.
Education
High School Diploma -
Summerville High School
Summerville06-1991
Skills
- Champions innovative approaches to enhance processes
- Dedicated work ethic
- Strong customer service abilities
- Strong focus on task prioritization
- Upholds ethical standards in personal and professional conduct
- Strong organizational needs assessment
- Promotes teamwork by motivating and inspiring
- Documentation development
- Training and mentoring
Timeline
Technical Support Engineer
SoundThinking
11.2024 - Current
Senior Systems Administrator
Global Medical Response
12.2022 - 11.2024
Consultant
TriTech Software Systems / CentralSquare Technologies
01.2017 - 12.2022
Communications Manager
Marion County BOCC
10.2014 - 01.2017
CAD/QA Specialist
Marion County BOCC
11.2012 - 10.2014
High School Diploma -
Summerville High School