Shawna Griffin

  • Irving TX
Shawna Griffin

IT Network Professional





Project Management

Wireless Engineering

Work History

Work History
Aug 2009 - Present

Client Care Manager of OperationsW

Intelys Corporation

Network Operations Management                                                                    April 2013 to Present

Client Care Manager of Operations

●Worked hand in hand with Project Management Global IPT deployment from Siemens to Cisco Platform for large commercial insurance company from transition to steady state management.

●Manage 24/7 Network Operations Center for managed services in networking, wireless, and VoIP.

●Managed various vendors for deployment and onsite support.

●Provide reporting metrics to Management to include utilization, statistics, change management, billing, and service desk ticketing details.

●Managed Help Desk Service Center by following ITIL Business Strategies.

●Assisted Program Management with day to day activities in change, asset, configuration, and risk management.

●Managed performance and monitoring metrics per customer specifications.

●Level I Engineer functions to include: VoIP, Route/Switch, and Wireless configurations and basic root/cause analysis

Project Management                                                                                              April 2011 to April 2013

Project Coordinator

●Consistently maintains service delivery scheduling standards for customers and Project Managers.

●Facilitate new project roll-out meeting to all team members.

●Assist Project Management with day to day activities to include: meeting scheduling and recaps, reporting metrics, assist with change / risk management.

●Escalation liaison for Sr. Project Management and Network Operations Management.

●Assist with project plan activities utilizing MS project.

●Analyze project requirement to effectively create and build project designs to include installation guides and other necessary components to ensure 100% success rate.

●Design project specifications, power points, and any other required support documentation for all new and existing projects.

●Assist Project Management with key risk, stakeholders, and task planning and implementation

Technical Assistant Center                                                                              August 2009 to April 2011

Support Lead

●Provide ongoing personnel training, motivation, and support to achieve common daily tasks and goals.

●Manage vendor partnerships to ensure proper coordination and documentation requirements are received and maintained yearly.

●Effectively identify new technical resources when requested by Project Management and Network Operations.

●Coordinate and complete tasks when assigned by management and provide completion reports in a timely manner

●Utilize Adobe Photoshop, Flash, and Illustrator to create customer site maps and network equipment

●Interact daily with internal/external engineers to increase knowledge and understanding of projects to include network phone, and wireless installations.

● Build projects, create installation guides, support documents, and deployment roll out power points

● Coordinate new deployments to align with project management to include: scheduling cabling crews, material shipments and orders, and ensure an successful installation in network and wireless

Dec 2008 - Jul 2009

Operations Accounting Executive

Towne Aire Freight

Intermodal Department                                                                                December 2008 to July 2009

Dispatcher & Collections Representative

Accomplishments/Achievements – within 6 months reduced the Intermodal Department’s Accounts Payables to under 10% for net-30.

●Input delivery/pick up orders for new and existing shipments; provide ongoing communication to customers regarding shipment information and status. Provide clients with quotes, charges, POD’s, and invoices

●Processed daily billing and along with conducting daily and monthly audits to ensure accounts payables maintained fewer than 10%; along with providing corporate required accounting reports.

●Monthly audit of all processed statements by corporate in the AS400 in comparison to profit tools and provide documentation of sales to senior management by 3rd business day of the following month.

●Enter mileage reports and fuel purchases into the AS400. 

●Quality Control all driver trip reports, vehicle inspection reports, and driver daily logs. 

● Enter in ocean container inspection reports on the chassis pool website.

●Process all accounts payable for DFW office and forward to Austin office for further processing; also provide accruals to corporate by 3rd business daily of the following month.

●Process payroll for weekly contractors settlements and maintain year to date settlements. 

●Diver and contractors support in addition to all compliance requirements completed on a quarterly basis.

●Facilitate driver dispatches for ocean container pick-up and deliveries with rail and port specified guidelines

Jan 2005 - Dec 2008


Texas Star Parking Company

Valet Parking Business            January 2005 to December 2008


●Developed logo, website, brochures, web advertisements, business cards, and flyers by effectively utilizing Adobe PhotoShop and Illustrator.

●Coordinated employee scheduling according to the needs of the establishment

●Coordinated all employment hiring requirements to include background checks, driving records, TABC certifications, and employees adhering to company policies and dress code requirement

●Managed all financial activities to include, payroll, maintained GGKL and Liability insurance, processed weekly invoices, processed monthly parking permits and payments

●Effectively utilize Microsoft Suite, Lotus Notes, Quick books, Adobe, Loan Quest.

●Managed all accounting records to include invoice, accounts payables and fiscal year end tax reporting.

●Performed employee orientations, evaluations, staff development and terminations.

●Designed Web Site and company logo 

Apr 1991 - Apr 2008

AVP. Client Manager

Bank of America

Premier Banking & Investments                                                                         June 2007-April 2008

AVP Premier Banking


●4th quarter led the southwest team with the highest joint client manager and financial advisor appointments.         ●Exceeded goal in new brokerage accounts and investment growth. 

●Met expectations on organic deposit growth, mortgage lending, RO returns, and KYC 100% in compliance

�●Built a pipeline of close and personal relationships with 25-50 clients out of a portfolio of 568 households.

�●1st quarter 2008, exceeded expectations goals around retirement planning

●12 New retirement accounts which resulted in investment growth of 401k rollovers over 500K.

●Managed a portfolio of clients that maintained 100K in relationships up to 3 million in assets or net-worth. 

�●Responsible for contacting clients on trigger events (ex. Large deposits and withdrawals, CD & IRAmaturing, NSF, clients turning 591/2, address changes, changes to direct deposits, preapproval mortgage offers, transfers to outside brokerage accounts) with less than 15% returned or not closed.

�●Responsible for client delight at 65%, which entails knowing your clients and their financial goals, providing a higher level of personalized service and pricing,provide efficient and prompt resolutions to service needs.

�●To have a minimum of 9 contacts and 6 profiles per day, which essential built the foundation of getting to know our clients. (Other banking, investment, and credit relationships outside the banking).

�●To understand clients short and long term goals and dreams. But taking a holistic view of their financial portfolio and Offer customized solutions in 3 key areas. Achieving Life Goals (ex. Retirement and education planning, best way to own your home, and planning for the unexpected.)

●Meet and exceed quarter goals, which included organic deposit and investment growth, mortgage and home equity lending, cross-selling our self directed investment accounts, opening new retirement plans and or IRA’s,  referrals to partners of the bank (financial advisors, trust officers, estate planning officers, and private banking officers)

�●Required to complete monthly compliance “Know your Customer” reports on all new accounts opened.

�●Responsible for updating clients files with appropriate activities, notes, follow-ups.

�●Responsible for manual tracking daily for reporting purposes.

Bank of America, South DFW Metrolplex                                                             April 1991- July 2005

Various positions: AVP Personal Banker, Business Specialist, and Assistant Manager.


�     �●Series 6 & 63 license held with Banc of America Investment Services, Inc.

�●Earned recognition for superior customer service via customer’s and associates correspondence to    management

��●Consistently achieved monetary awards for generating consumer and business relationships for exceeding expectations, including annual commendations for top sales performer.

�●Develop and continue to implement new business development plan, which includes calling on customers and prospects while enhancing banks image in the community.

�●Expanded business development to include deposits and loans which increased business loan production by 40%.

��●Developed,originated, documented,and closed commercial, consumer,and mortgage loans concentrating on residential and commercial lending.

��●Performed branch employee evaluations, scheduled education and continued educations, and assisted with career and sales development for a staff up to 15 employees.

��●Manage all daily branch operations, including opening and closing of branch,implementing and maintaining policy and procedures,ensuring compliance with federal banking regulations, customer and conflict resolutions, and overdraft authorization.

●Established new IRA procedures and discount brokerage service, which expanded customer service offerings and created new business.

Aug 2006 - May 2007

Sr. Personal Banker IV

Wells Fargo Bank

Banking & Finance          August 2006 to May 2007

 Personal Banking IV

Accomplishments/Achievements-Top Banker in January in Loan Volume in Home Equity over 250K.

●Cross-sell banking products and services to existing clientèle to achieve each household ratio of 5.

�●Counsel and refer high-net worth individuals and corporate clients to our bank partners with regards to investment opportunities, risk analysis, and monetary returns.

●Co-management position with nine personal bankers accountable for soliciting new consumer accounts with affiliated business clientèle.

●Assisted the operations team with daily branch operations, opening and closing of the branch, implementing and maintaining policies and procedures, ensuring compliance with federal banking regulations, customer contact and conflict resolution, and overdraft authorization, lobby stage directing, and teller lobby coaching and mentoring to help achieve daily sales solutions and goals.

Jan 1995 - Oct 2006

Executive Administrative Assistant

Executive Valet of Texas

Executive Management            January 2005 to December 2008

 Senior Executive Assistant

●Developed logo, website, brochures, web advertisements, business cards, and flyer's by effectively utilizing Adobe Photo shop and Illustrator.

●Managed all accounting records to include invoice, accounts payables and fiscal year end tax reporting.

●Performed employee orientations, evaluations, staff development and terminations.

●Developed reports, correspondence, memos, forms agendas, and directories as needed.

●Effectively utilize Microsoft office, outlook, Lotus Notes, Quick Books, Adobe Reader /Acrobat, Adobe in Design,

Dec 2005 - Jun 2006

Personal Banking Officer

Compass Bank

Banking & Finance                                                                                 December 2005 to June 2006

Personal Banking Officer

Accomplishments/Achievements -Assisted in implementing teller referral program which increased teller referral sales by 25%. 2nd quarter brought in a new business and consumer lending relationship over 500K.  Acquired new business and personal relationships from convention center shows

●Primarily focused on small businesses

●Acquired clients through convention center shows, door to door marketing and referrals

●Soliciting business accounts and developing alliances with clientèle

●Expanded on current business development plan to increase deposit accounts and loan origination

●Analyzed financial statements (business and personal) to make credit recommendations

●Implemented referral program and coached the teller staff

●Developed and continue to implement new business development plan, which includes on calling on customers and prospects while enhancing bank’s image in the community.

●Expanding business development to include deposits and loans, which increased loan business 25%.

�●Counseled small business key executives individuals with regard to their borrowing needs.

�●Analyzed financial statements and pertinent information to determine creditworthiness of prospective customers.

Jul 2005 - Dec 2005

Senior Mortgage Loan Officer

Premier Lending Group

Mortgage & Commercial Lending                                                               July 2005 to December 2005

Senior Mortgage Loan Officer

●Originate residential and commercial loans for all property types and credit borrowers.  

●Responsible for building rapport with builders, home contractors, Realtors, Small Business Administration to generate loan production.  

●Ensure all loan package meet state and federal regulations.  

●Consultations with prospect buyers to evaluate credit worthiness to meet or exceed present and future real estate needs.

●Research property data, new communications, and other requirements to solicit business.  

●Meet on a regular basis with the wholesale account executives to discuss new programs and procedures. 

● Providing highest customer service, by keeping all parties involved throughout the the loan prcoess and to the ensure the loan closes in a timely manner.

●uphold all company policies and guidelines. 





Federally Bonded


Frontline Leadership and Compliance Certification Program

Frontline Leadership

● Accredited Sales & Service Management Training

Bank of America
2008 - 2012

Registered Representative #4173384

Banc of America Investment Services, Inc
2005 - 2009

Loan Office #58034 | Premier Lending Group

Texas Department of Savings and Mortgage Lending



Network Operations Center Management  ♦  Collaborative Management ♦ Virtual/Remote Project Teams ♦ User Acceptance Testing (UAT) ♦ Issue & Problem Solution ♦ Cross-Functional Teams ♦ Risk & Change Management ♦ IT Infrastructure Performance Management ♦ End User Migrations ♦ Network Provisioning & Ops ♦ Customer Relationship Management  ♦ Foglight NMS ♦ OTRS ♦ System Task ♦ I-Site ♦ AirWaves ♦ Cisco Real Time Monitoring Tool ♦ Cisco CUCM Reporting Metrics ♦ Franklin Covey’s 7 Habits of Successful People ♦ VoIP / Call Manager ♦ Basic IT Networking Root/Cause Analysis  

Awards and Affiliations

*National Honors Society Member

*Business Professionals of America awarded 5th in State in Banking Applications

*Bank of America received numerous awards for achieving over 125% in sales and service standards,

*Awarded the Bank of America customer service excellence award consecutive for 2 years,

*Awarded the Bank of America Gold Star in Small Business Loan Acquisitions

Professional Training

1. Phase I/II of Selling Bank of America Way

2. Advanced Mortgage Training

3. Advanced Small Business Training

4. Customer Needs Assessment Training

5.Lending Training: {Mortgage,H/E, and credit bureau basics

6. Small Business Specialist training

7. Series 6/63 training courses,

8. Learning Maps

9.Personal Banker Enrichment Program.

10. Human Resource Management

11. HR Guidelines

12.CompTIA Network/Secuirty

13. ITIL Founations

14.Project Management 

Variety of on the job training and seminars including: Time Management seminars, Franklin Coveys 7 Habit workshop, Bright Star Conferences, Critical Thinking and Problem Solving, Introduction to Business Technology, Career Development

Professional Profile

●Experienced Professional in a career in banking, business and client development, with management and leadership experience.

�●Excel with highly competitive environments where leadership skills and team work are the keys to success.

�●Extensive background in banking, consumer and business lending, and investment planning and guidance

�●Excel at interfacing with others at all levels to ensure organizational goals are attained.

�●Experience in developing and implementing competitive programs and services that resulted in numerous accounts and expanded client bases.

�●Exceptional organizational, analytical, and managerial skills.

�●Experienced in helping clients with financial planning and guidance to achieve short and long term financial goals and dreams.

�●Effective leader with skills necessary to direct, train, and motivate associates to its fullest potential.

Core Competencies

Core Competencies

ITIL Management Strategies●IT Project Management●IT Infrastructure Installation & Upgrade●Legacy IT Infrastructure Decommissioning●Project Requirements Gathering●Large Application User Migration

●ARUBA Wireless Managed Services●CISCO VOIP Deployment●Cisco Router Managed Services●

IT Performance Management●Clear Communications & Reporting●Microsoft Office Suite●Strategic Project to Business Alignment●IT Procedure / IT Process Improvement

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