Shane Phipps Email & Phone Number

Greater Minneapolis-St. Paul Area

Manage concurrent low voltage projects across multiple geographies. Each project is in a retail location with varying combinations of scopes, deadlines, and site challenges. I collect and post project deliverables to validate progress. In this role, I communicate progress to various client audiences and internal stakeholders. There are daily meetings with vendors on the progress and actions.

Greater Minneapolis-St. Paul Area

Implementing data driven practices to improve CSAT, SLA, and P&L in a Retail environmentDR POC for retail emergenciesDeveloping Shift Left methodology that improves device availability for storesIdentifies root cause of issues and develops actions plans with multiple teams

Greater Minneapolis-St. Paul Area

Developed valuable professional rapport in a matrix environment with operations managers, field managers and directors, network managers, and clients. Set standards in depth and breadth in service delivery, and customer relations. • Managing a global hardware break/fix relationship in over 50 countries by engaging multiple levels of management, executive, and operations support.• Managing a network hosting and monitoring relationship using ITSM by collaborating with support leaders within Unisys• Analyzed service performance through several categories such as technician, model, and country to identify service shortfalls. Implemented action plans which resulted in reduced mean time to repair (MTTR) metric for client. This action led to a savings in excess of $100k globally and improved client satisfaction• Reduced outstanding part returns by over $100k in eight months.• Implemented a new client international break/fix contract for service in 11 countries.• Built trusting client relationships to the by client visits, being transparent with performance metrics. The result is the client relationship grew from $3M annually to $5M• Implemented multi-level support procedures for the client's hosted network such as alert system, smart-hands, and backup monitoring• Collaborated with Europe/Middle East/Asia Theater executives in the expansion of business in the theater. The result is the growth of $1M in revenue• Identified cost savings in excess of $150k annually by auditing the labor use on the account• Drafted, edited, and amended contracts and texts as the business relationship evolved

Greater Minneapolis-St. Paul Area

Developed valuable professional rapport in a matrix environment with operations managers, field managers and directors, network managers, and clients. Set standards in depth and breadth in service delivery, and customer relations. • Managing a global hardware break/fix relationship in over 50 countries by engaging multiple levels of management, executive, and operations support.• Managing a network hosting and monitoring relationship using ITSM by collaborating with support leaders within Unisys• Analyzed service performance through several categories such as technician, model, and country to identify service shortfalls. Implemented action plans which resulted in reduced mean time to repair (MTTR) metric for client. This action led to a savings in excess of $100k globally and improved client satisfaction• Reduced outstanding part returns by over $100k in eight months.• Implemented a new client international break/fix contract for service in 11 countries.• Built trusting client relationships to the by client visits, being transparent with performance metrics. The result is the client relationship grew from $3M annually to $5M• Implemented multi-level support procedures for the client's hosted network such as alert system, smart-hands, and backup monitoring• Collaborated with Europe/Middle East/Asia Theater executives in the expansion of business in the theater. The result is the growth of $1M in revenue• Identified cost savings in excess of $150k annually by auditing the labor use on the account• Drafted, edited, and amended contracts and texts as the business relationship evolved

Manage 10+ individuals regarding sales, staffing, performance, profit margins, and training.

Ba, American History, Political Science, Nordic Studies

Activities and Societies: Pi Gamma Mu, IM sports, internships at the Minnesota Historical Society and the Ramsey County Historical.

Computer Technology/Computer Systems Technology

Various coursework regarding desktop hardware, basic networking, and network administration