Cody Shanks Email & Phone Number

Remote

Remote

• Monitor and manage services quality with knowledges on monitoring and management tools, service provider and voice technologies, IP Telephony and Conferencing solutions.• Take end-to-end ownership of customer issues, including initial troubleshooting, issue reproduction, identification of root cause, determine the fix or workaround, and manage the release schedules.• Collaborate with multiple tiers of support, act as an escalation point, and investigate complex/corner issues including WEB/Client/Server/Database service, debug complex different OS environments and platforms.• Attend emergency war rooms created to address high priority service challenges for our customers. Field questions, updates, and concerns from the customer and coordinate solutions with team members, engineering, and other departments to restore services. • Train with a Senior Telephony Engineer to learn nuanced issues that may occur.

Tier II Engineer• Troubleshoot various technical or settings issues on the Zoom platform and provide happiness to customers via phone, chat, and ticketing system support.• Provide assistance in setup and troubleshooting for H.323 and SIP devices.• Zoom Phone IVR/AR, Call Queue, and desk phone assistance, along with telephony analyzing for any potential call issue.• Escalating JIRA when appropriate to service engineers for assistance and/or RCA.• Creating and approving Atlassian Confluence articles for internal documentation and assisting customers more effectively.JIRA Project• Initial project started as backlog cleanup to make service engineering queues more maintainable, and the backlog was diminished within 2 months.• Project persisted due to alleviating future backlog from service engineering, helped troubleshoot or asked TSEs for additional information, resolved if able given scope of tools available along with monitor, memlog, and auditing analysis.• Since inception, have personally resolved 44% of overall resolves on the project.• Created quick-win list, various articles regarding common troubleshooting, and reduced overall turn around time.• Wrote SOPs for job, which has since been segmented into two separate but related positions.Internal KBA / Early Adopter• Break down technical articles from Service Engineering and make them more digestible for Technical Support Engineers to understand, relay to customer, and provide higher quality customer service.• Creation, editing, and reviewing KBAs regularly in Confluence to ensure informational health and integrity of documentation.• Regularly update articles related to branding (Custom CSS / HTML), historical versioning and nuances, MSI/GPO visual and behavioral expectations to provide internally and to relay externally to clients.

Kansas City, Missouri Area

Culture Ambassador - Role Coach - Lean Pod/Six Sigma• Creator of internal client-based searching program, ClienTell, which facilitates ease of information internally and used by more than 100 staff members. The program uses Microsoft PowerBI data to import directly into Excel, paired along with VBA userforms has created a one stop shop for client information, form generation for word documents, knowledge article search, and other useful links and searching tools.• Assisting with build information to route for approval.• CCL scripts to clear interfaces, replay transactions across interfaces for clients, and checking status of HL7 messages across interfaces, PowerShell scripts for Citrix, as well as Oracle Golden Gate Software Command Interface (GGSCI) scripts to check status of 724 downtime machines on Oracle databases.• Cycling medical instruments within iBus / iCommand and checking data viewer to make sure new tests pass through iBus.• Knowledge of Remedy ticketing system, ITIL and change processes.

Sendai, Miyagi, Japan

• Conducted classes through team teaching.• Used PowerPoint to make interactive learning games for students that saved data across the server and enabled teachers to investigate areas for improvement for each student.• Coached students who were finalists in the Prince Takamado English Speech Finals.

Marion, Il

• Created inventory system for managing excess product.• Profit projections for each month / quarter / year.• Troubleshooting for duplicate entries to increase efficiency.• Display log of excess inventory for future bundling and quality standards.• Overall cost projection and overstock analysis.

Sendai, Miyagi, Japan

• Conducted classes in Berlitz style Direct Method.• Students ranged from 5 years old to 85 years old.• Topics ranged from Introductory to English for Doctors.

Sendai, Miyagi, Japan

• Tutored native Japanese speakers in English.• Students ranged from 7 years old to 60 years old.• Compared/contrasted culture, food, and dialect types between Japanese and English. • Facilitated literary, cultural, and geo-political discussions that students wanted to address.

Center, Texas, Usa

• Taught high school freshmen the basics of Spanish through conversation, grammar, and activities.• Compared and contrasted Spanish to their native language.• Helped students obtain a well-rounded experience in language learning through understanding the language’s relative linguistic relation.

Lewisville, Texas, Usa

• Tutored college bound students using Socratic method in various subjects such as Math, Chemistry, English, and History.• Gave students insight into college enrollment procedures.• Facilitated students in understanding their personal focus for college endeavors.

Carbondale, Illinois, Usa

Bachelor Of Arts - Ba, Linguistics

Associate Of Arts - Aa, General Studies