Shantae Q. Moore
Baton Rouge,LA
Summary
Accomplished operations and IT management professional with over 17 years of progressive experience in vendor management, technical support, staff development, and process optimization. Proven leader in managing multimillion-dollar vendor operations and delivering innovative technical solutions that significantly reduce costs while enhancing efficiency. Expertise in contract negotiation, escalation management, and the implementation of impactful training programs that elevate performance across distributed teams. Recognized for bridging technical expertise with business acumen to achieve measurable results, demonstrating versatility as an IT Technician adept at troubleshooting hardware issues and supporting seamless business operations in dynamic environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Remote Technical Analyst
Telaid
02.2024 - 08.2025
- Provided technical escalation leadership for access control, cameras, switches, and Bosch alarm panels.
- Collaborated with PMs to develop training and QA frameworks, improving technician resolution times.
- Communicated project escalations with stakeholders, reducing project risk and delays.
- Supported subcontractor teams to ensure installation quality, compliance, and proper system testing.
- Increased team of 300 productivity by implementing efficient workflows and setting clear expectations for staff members.
Remote Technical Support / Advisor (Contract)
Insight Global
04.2021 - 02.2024
- Resolved technical issues related to POS systems, ELD devices, and network connectivity.
- Conducted remote diagnostics to support and maintain 7-Eleven retail systems.
- Utilized ServiceNow and Field Resource applications to maintain accurate technical logs.
- Coordinated with various departments to resolve critical issues, decreasing store downtime.
Software Support Specialist II – Hosted Solutions
NCR Corporation
03.2013 - 11.2020
- Delivered specialized technical support for enterprise POS systems to diverse clients.
- Maintained superior resolution performance, resulting in promotion to Level II.
- Decreased escalations through effective cross-departmental ticket management until issues were resolved.
- Organized skill development sessions for junior analysts centered around Aloha Enterprise.
- Oversaw technology services delivery, consulting with relevant personnel to assist with migration and troubleshooting.
- Studied business functions and evaluated requirements to establish operational objectives.
- Measured and reported on service-level metrics to streamline IT assessment.
Education
Bachelor of Science - Business Management
University of Phoenix
Dallas, TX01.2018
Associate of Science - Information Technology Networking Systems
ITT Technical Institute
Oxnard, CA01.2008
Skills
- Operations and Vendor Management
- IT Technical Support (POS, Security, Networking)
- Process Improvement and Quality Assurance
- Recruiting, Training, and Staff Development
- Contract Negotiation and SLA Management
- Project and Program Management
- Customer Experience and Escalation Resolution
Certification
CompTIA A+
Timeline
Remote Technical Analyst
Telaid
02.2024 - 08.2025
Remote Technical Support / Advisor (Contract)
Insight Global
04.2021 - 02.2024
Software Support Specialist II – Hosted Solutions
NCR Corporation
03.2013 - 11.2020
Bachelor of Science - Business Management
University of Phoenix
Associate of Science - Information Technology Networking Systems
ITT Technical Institute
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