Open to opportunities

Shannon Kennedy

@shannonkennedy

Message

IT Coordinator and HR professional delivering reliable systems and customer-first community support.

United States

Message

What I'm looking for

I’m looking for a role where I can own IT coordination and user support while using my community moderation and HR experience. I want a process-driven team, clear SLAs, and opportunities to improve systems and customer outcomes.

I’m an IT Coordinator focused on dependable networks, stable infrastructure, and responsive support—enhancing performance, maintaining security, and keeping systems running smoothly for users and stakeholders.

Alongside IT, I bring deep customer experience from moderating user-generated content and handling customer inquiries with consistent brand voice, SLA-driven responses, and careful escalation of high-risk content using tools like Sprinklr, Zendesk, and Brandwatch.

Earlier in my career, I managed comprehensive HR operations, trained staff, and supported large personnel records while recognized for attention to detail and process efficiency. I’m at my best in environments that value clear procedures, accountability, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

IT Coordinator

Current

Texas State Soil and Water Conservation Board

Jan 2018 - Present (8 years 5 months)

Enhanced network performance by executing, monitoring, and maintaining local and wide area networks plus Internet/intranet systems. Improved system stability by configuring virus protection and email applications and supported IT infrastructure through software/hardware installations.

Network Administration Local Area Networking Wide Area Network Systems Internet Intranet Support IT Infrastructure Management Budget Compliance

Media Content Moderator

LiveWorld

Jan 2022 - Jan 2025 (3 years)

Moderated user-generated content across multiple social platforms to ensure compliance with client policies, community guidelines, and brand safety standards. Managed customer interactions, monitored conversations with moderation tools, and escalated high-risk content while maintaining SLA response requirements.

Content Moderation Community Guidelines Enforcement Social Media Management Customer Engagement Brand Safety Sprinklr Zendesk Brandwatch Customer Escalation SLA Management

Customer Support Agent

LiveOps

Jan 2020 - Jan 2022 (2 years)

Resolved customer inquiries via email, phone, and chat while providing accurate information to support high satisfaction. Maintained precise customer records and achieved up to a 95% customer satisfaction rate.

Customer Support Troubleshooting Customer Satisfaction Record keeping

Administrative Assistant II

Texas State Soil and Water Conservation Board

Jan 2017 - Jan 2018 (1 year)

Provided administrative and technical support including data entry, filing, call handling, and front-desk assistance. Diagnosed and resolved system issues, managed help desk tickets, documented solutions, and supported computer desk operations for end-users.

Data Entry Administrative Support Help Desk Support Troubleshooting Documentation

Human Resources Specialist

U.S. Army Joint Base Lewis-McChord

Jan 2015 - Jan 2017 (2 years)

Managed HR functions across benefits, well-being, and combat readiness while supporting strength management, distribution initiatives, and compensation procedures. Maintained over 1,000 personnel records and supported HR activities through drafting documents, presentations, travel arrangements, and readiness reporting.

Human Resources Administration Benefits Administration Personnel Records Compensation PowerPoint Data Entry Training & Coaching Reporting

Sales Representative

AT&T

Jan 2014 - Jan 2015 (1 year)

Improved customer retention by delivering high-quality service and increasing repeat and referral business. Surpassed sales targets by 10% to 20% through strategic planning, accurate cash handling, and tailored product recommendations.

Customer Retention Product Recommendations Cash Handling Strategic Planning Customer Satisfaction

Sales Representative

Verizon Wireless

Jan 2011 - Jan 2014 (3 years)

Built customer loyalty by assessing needs, recommending optimal solutions, and resolving issues to ensure a positive customer experience. Exceeded sales goals by up to 15% by generating and closing new opportunities while managing transactions, appointments, and inventory.

Retail Sales Transaction Processing Inventory Management Appointment Scheduling Risk reduction