Shannon's Technical Analyst Resume

Shannon Gavin

1203 Assiniboia Avenue, Cupar, SK.  S0G 0Y0    306-591-7004   


Seeking a challenging and rewarding Technical Analyst position.  Experienced Technical Analyst with strong technical experience and business acumen focused on delivering world class service in the area of helping organizations uncover the root causes of technical problems they are facing, finding and implementing solutions that will help the company offer better technical service internally and externally, and thus provide better customer satisfaction and be more profitable.



  • Solid technical knowledge with ability to analyze, simplify and communicate complex problems to everyone from customers to executives, junior engineers, marketing teams, etc.
  • Drove critical technical support projects to successful completion resulting in high customer satisfaction and retention of loyalty.
  • Trouble shooter and problem solver involved in analyzing and solving multiple simultaneous complex business situations for customers and engineers.
  • Liaison with IT engineers and business executives, enhancing service delivery and exceeding client expectations.
  • Team Lead, uncovering and implementing root causes of issues within the teams, and finding solutions to help improve engineer capabilities and customer relations.
  • Natural leader and trainer with the ability to mentor superior performance.
  • Performs against tight deadlines and remains calm under pressure.
  • Results oriented professional with attention to detail.


Improved unresolved software efficiencies 35%, reestablishing company standards in three weeks.
Stabilized key account, regaining vendor confidence and fostering growth of revenues.
Developed case management training program, enhancing skills and project efficiencies.
Led technical system resolution for Client, ensuring 100% customer satisfaction.


Platforms: UNIX, MacOS, Windows. Networking: Cisco IOS, CatOS TCP/IP, BGP, OSPF, EIGRP, RIP, IGRP, IS-IS, HSRP, VRRP, QoS, DHCP, DNS, SSL, Multicast, PBR, ACNS, WAFS, SSL, IPTV, SLB, HTTP, ARP, GSLB, Caching. Tools: C3, CDETS, Emacs, Metrix SVO, Firefox, Iworks, Mozilla, Netscape, Outlook, PowerPoint, Unified Reporting, Word. Certifications: Cisco Certified Internetwork Expert and Cisco Certified Network Associate.


Customer Support Engineer IV, Cisco Systems, Inc., 1994 to 2008. Consistently promoted to levels of increasing responsibility for this $39B global leader in Internet Protocol (IP) based networking technology industry. Oversaw teams of up to 20 engineers/administrative staff, helping the team run more efficiently, discovering root causes of issues the teams faced and finding solutions to improve them. Led and trained cross-functional teams of engineers and support staff to resolve daily customer issues. Received numerous customer service awards.  Provided technical support projects for multiple industries, including financial, manufacturing, communications, airlines, entertainment and pharmaceutical.

Selected to reduce unresolved software issues of recently acquired company. Analyzed business processes and procedures, developing operational strategies to resolve problem. Trained new technical staff on implementation and maintenance of company requirements, establishing schedules and communication with engineers and clients. Won service award.
Provided leadership and oversight when ineffective software conversion process and support caused Disney to consider termination of contract. Drove all communication between cross-functional teams and clients, ensuring deadlines and accurate reporting of information. Resolved software issues in timely manner, exceeding customer satisfaction.
Tasked to create training program for IT support staff, based on history of superior project management and resolution techniques. Developed and implemented procedures, methods and tools, providing in-depth knowledge of effective IT practices. Built accountability, reducing errors and managing work requests more effectively.
Challenged to resolve Sears network issue, after previous engineers were unable to solve problem. Initiated client relationship management techniques, focusing and guiding multiple participant input. Conducted in-depth evaluation/analysis, identifying cause of network problem. Implemented complex technical process into clear instruction, satisfying needs of the organization.


Associate Customer Support Engineer, SynOptics.                         1992 to 1994
Provided technical support projects for multiple industries, including financial, manufacturing, communications, airlines, entertainment and pharmaceutical.
Office Manager, Ms. Carita, Inc. and Micrometrics.                         1990 to 1992
Front Desk Clerk, Yosemite Park and Curry Company.                    1988 to 1990
Pharmacy Technician, Town and Country Pharmacy.                       1982 to 1988


CCIE - Cisco Certified Internetwork Expert, 1997-2007
CCNA - Cisco Certified Network Associate, 2007-present


2009: Regina Humane Society - volunteered in the cat area, grooming, walking, cleaning up after them.
2009: Habitat for Humanity Re-Store -  worked the cash register and with customers.
2000-2008: Aspire - Proofread newsletter, answered phone questions and took orders during television show air times.
2007: Hands On Bay Area: Coordinated volunteer schedules, and set up an email campaign to increase volunteer membership, to work at a children's after school day care facility.


Available upon request.