Shaun Whitehorse Email & Phone Number

Dallas/Fort Worth Area

Dallas/Fort Worth Area

- Route / Switch lead project engineer specializing in network re-design and implementation using Cisco best practices.- Network redesign, re-IP, and equipment refresh for customer 1500+ remote locations.- Network Infrastructure configuration work on VSPEX PODs destined for customer Distribution Center use.- Network Access level configuration supporting customer new WLAN deployment.- Installation, Configuration and administration of Solarwinds Orion NCM, NPM & NTA.

Irving, Tx

- Admin approximately 30 Easton-Bell locations. MPLS & VPLS network. Circuit testing, turnup & monitoring of all company locations.- Installation, configuration, and maintenance of company wide network hardware.- Responsible for admin of company wide data circuits - $130k+ MRC. Create and admin of company circuit database. Cancellation of unused or replaced circuits resulting in company savings.- DNS Administrator over 150 company domains.- Admin company Firewall, VPN, WLAN Controllers, FTP Server, Citrix Netscaler, Web Content Filter.- Configuration and administration of Solarwinds Orion NCM, NPM & NTA.- Admin company wide Video Conferencing solution (Polycom hardware).

- International provider of MPLS / VPLS / QoS IP internet product.- Interviewed, trained, and managed a group of 15 NOC Tier 1 Analysts for network management monitoring, troubleshooting customer and infrastructure problems (Nortel and Alcatel edge devices, Juniper and Cisco core devices).- Evaluated and resolved escalated issues. 24x7 on-call responsibilities.- Reviewed and repaired chronic circuit issues with carrier management teams. Weekly carrier conference calls to discuss trends and problem circuits.- Performed duties of DNS team, IP abuse, department site content management.- Created QA department with QA call monitoring (Shoretel) and Ticket Review system. Monthly one-on-one meetings with Tier 1 Analysts to discuss scores.- Analyzed statistical reports and data (using Crystal Reports and Shoretel Contact Center Reports). Created and distributed call, ticket, and RFO downtime stats to executive team.- Worked extensively with the systems department on creation, enhancement and deployment of new department tools including Netcool, Customer Notification Manager, Ticket Management System, Service Control Center (customer facing), NOC360 (customer information database)

Supervised five support technicians for the following:Zixcorp e-Prescribing: Improved Safety. Increased Efficiency. Better Patient Care. ZixCorp’s easy-to-use PocketScript e-prescribing solution brings big benefits. Using a handheld device or a secure Web site, PocketScript enables users to generate prescriptions with immediate point-of-care access to patient and formulary data.PocketScript reduces pharmacy callbacks, improves formulary compliance and lowers pharmacy costs through increased generic prescribing. The result is better patient care and lower administrative burden.

Implemented new network services products from inception to delivery to customer.Interacted with NOC, engineering, billing, sales, marketing, and other departments on a daily basis to ensure dependable sales, provisioning, and billing of new product sets.Coordinated with vendors in pricing and delivery of Customer Premise Equipment.

Broadband Premier SupportSupervised, managed, and trained a group of 10 premier support agents.Handled chronic technical issues, irate customers, and inter-department escalation issues.Provided real-time changes on Cisco routers and updated the configuration servers to match.

Sr. Technical Advisor for the Technical Support Group/OperationsTSG Operations was the highest level of support for our customer base. I led approximately 15 seasoned technicians to manage their workload and resolve issues escalated to our group.

Bs Business Administration, Business Management

Activities and Societies: • President’s Ambassador Council • Orientation Leader • Sigma Nu Fraternity • Native American Student.

Diploma, Pre-College

Activities and Societies: Track (distance). Cross-Country (2 time All-State 90-91).