Shannon Ford
Glade Spring
Summary
Customer-focused Business Support and IT professional with extensive experience in technical support, software testing, and cross-functional collaboration. Expertise in troubleshooting software issues, documenting defects, and communicating effectively with diverse stakeholders to enhance user satisfaction and operational efficiency.
Overview
1
1
Certificate
28
28
years of professional experience
Work History
Tourism & Events Coordinator
Chamber of Commerce of Smyth County
11.2021 - Current
- Coordinated multiple projects and events, effectively managing changing priorities and deadlines to ensure successful outcomes.
- Evaluated event participation to pinpoint improvement areas, driving enhancements for future events.
- Delivered exceptional customer service to businesses, visitors, and community partners, enhancing overall satisfaction.
- Build strong relationships with stakeholders and resolve questions in a timely and professional manner.
- Develop professional communications, newsletters, reports, and promotional materials.
- Maintain accurate records and support administrative operations.
COVID-19 Medical Services Coordinator
Sierra 7, Inc.
05.2020 - 06.2021
- Coordinated scheduling and support services for government-funded healthcare programs, enhancing access to vital healthcare resources.
- Collaborated with multiple departments to streamline service delivery and improve overall program effectiveness.
- Resolved customer inquiries, ensuring compliance with federal guidelines and improving client satisfaction.
- Maintained confidential records and verified data accuracy.
- Managed competing priorities in a fast-paced environment.
Caregiver
Private Duty Hospice Care Provider
Abingdon
06.2015 - 05.2020
- Maintained detailed documentation and communicated client status to healthcare professionals.
- Demonstrated exceptional customer service, organization, and problem-solving skills.
- Coordinated appointments, transportation, and daily care activities.
Enterprise Testing Services / Software Test Analyst
Sprint
01.1999 - 11.2014
- Identified, documented, tracked, and verified software defects to ensure quality throughout the software development lifecycle.
- Tested enterprise software applications to verify functionality and quality prior to production releases.
- Supported production releases by validating and conducting regression testing to ensure software reliability.
- Performed issue analysis and collaborated with developers, business analysts, and project teams to resolve application problems.
- Assisted with root cause analysis and recommended solutions that enhanced system performance.
- Communicated technical findings clearly to both technical and non-technical stakeholders.
- Worked in fast-paced Agile and project-driven environments while managing multiple priorities.
Education
High School Diploma -
Holston High School
Professional Life Coach Certification -
Transformation Academy
Career Coaching Certification -
Transformation Academy
Skills
- Software Testing
- Technical Support
- Microsoft Office
- Documentation
- Quality Assurance
- Customer Support
- Enterprise Applications
- Defect Tracking
- Business Process Analysis
- Project Coordination
Certification
- Notary Public
- Professional Life Coach Certification
- Career Coaching Certification
- Happiness Life Coach Certification
- Generative AI: The Evolution of Thoughtful Online Search
Timeline
Tourism & Events Coordinator
Chamber of Commerce of Smyth County
11.2021 - Current
COVID-19 Medical Services Coordinator
Sierra 7, Inc.
05.2020 - 06.2021
Caregiver
Private Duty Hospice Care Provider
06.2015 - 05.2020
Enterprise Testing Services / Software Test Analyst
Sprint
01.1999 - 11.2014
High School Diploma -
Holston High School
Professional Life Coach Certification -
Transformation Academy
Career Coaching Certification -
Transformation Academy