Shari V. Giddings
Brandywine,MD
Overview
10
10
years of professional experience
Work History
Business Processor Analyst Consultant/ Requirements Officer
Axiologic Solutions
Fairfax, Va
02.2025 - Current
- Apply ServiceNow knowledge and Core Business Workflows (formerly Employee Workflows) domain expertise in customer engagements to provide optimum workflows.
- Design and deliver efficient workflows and solutions based on ServiceNow Core Business Workflows (formerly Employee Workflows) product capabilities and leading practices, ensuring that the proposed solutions meet the customer's expectations.
- Draft user stories and trains customers to create their own user stories, acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them.
- Lead workshops with customers to assess current processes and establish future-state processes.
- Active contributor of leading practices and provide expertise related to the ServiceNow platform or solutions and workflows built on the platform.
- Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes.
- Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution.
- Provide product development feedback to improve the product based on experience gained with customers.
- Work with partners, in a co-delivery engagement, bringing leading practices guidance to the customer and partner team.
- Support the professional development of others through mentoring.
System Administrator
General Dynamics
Herndon, VA
03.2024 - 02.2025
- Submitted and processed ServiceNow Incident tickets for troubleshooting; Active Directory; Technical Support; Customer Service; Documentation; System Installation and Maintenance; Windows 10/11; Windows Server; Linux (RHEL, Debian); Proxmox VE; Backup and Recovery; VPN; Networking; Firewalls; LAN/WAN; DHCP; DNS; Security; Database Basics Deployments; Operations; Teamwork.
- Performed Administration task as a Restricted handing Officer using Active Directory.
- Attended and participated in Bi-weekly meetings with team and management to discuss projects and incident tickets.
- Provided Tier 1 and Teir 2 desk-side support to customers and leadership.
- Demonstrated proficiency in Microsoft Windows operating systems and office automation software, including Microsoft Office and SharePoint.
- (U) Performed transferring classified information to customers as a Data Transfer Officer (DTO).
Systems Engineer
AC2ED Solutions
Ashburn, VA
08.2023 - 03.2024
- Brief leadership on the usage of wireless laptop devices.
- Provided Tier 2 Tech support for wireless laptops.
- Track/update inventory of wireless laptops via SharePoint.
- Follow up and close assigned Jira tickets and ServiceNow request.
- Distribute wireless laptops for personal usage based on DCIDS security measures.
IT Enterprise Support SME
ManTech
Herndon, VA
09.2022 - 08.2023
- Created and issued Multifactor Authentication (MFA) to Intelligence Customers Intelligence community (IC) users, per Executive Order to ensure security compliance.
- Implemented Windows Active Directory, by performing remote desktop triage and system repair using remote tools.
- Established and reset Microsoft Outlook profiles through Mail setup.
- Created Microsoft PowerShell scripting to download approved software.
- Provided technical support for Windows XP, Microsoft Office 2021, Internet Explorer, and business applications used within the Intelligence community (IC).
- Performed routine troubleshooting/Knowledge of multiple desktop programs within the IC.
- Managed multiple critical IT issues such as servers, printers, and peripheral service.
- Used ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
- Analyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 support.
- Created ServiceNow request for answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
- Collaborated with network services, software systems engineering and/or application development to restore service and/or identify problems by creating/submitting ServiceNow tickets for Intelligence Customers (IC) via Jira.
Principal Systems Administrator
General Dynamics
Herndon, VA
06.2020 - 09.2022
- Managed the functionality and efficiency of a group of computers running on one or more operating systems.
- Submit and process tickets through ESMT.
- Maintain the integrity and security of servers and systems.
- Sets up administrator and service accounts.
- Maintain system documentation of standard daily implementing IT (Information Technology) Security policies and procedures.
- Uses Enterprise development tools to provide modification to Agency email and share groups per Intelligence Community (IC) moderation standards.
- Makes recommendations to purchase hardware and software, coordinates installation and provide backup recovery.
- Developed and monitored policies and standards for all location related to the use of computing resources.
- Submitted trouble tickets for Intelligence Customers (IC) via Jira software.
- Issued and control accesses and passwords to network directories, share drives, and folders/files residing on the network using Active directory.
- Provided advice and training to end-users.
- Provided guidance and work leadership to less experienced staff members.
- Maintain current knowledge of relevant technologies as assigned.
Software Developer/Engineer – Level I
Evans & Chambers LLC
Washington, DC
07.2019 - 03.2020
- Performed daily build procedures and made corrections as needed in Service Operation Procedure (SOP) for laptops within the Intelligence community.
- Created and track daily task using Jira.
- Analyzed and troubleshoot errors during builds in daily use of the mobile devices.
- Created user stories and assisted with daily tasks within Jira software.
- Prepared required standard operating procedures (SOP) documentation within Confluence, for both program-level and user-level.
- Downloaded/updated build server for laptops.
- Briefed leadership on uses of laptops.
- Served as DTO officer, reviewed vulnerability scans of data before transferring to IC network systems.
Principal Systems Administrator
General Dynamics
Herndon, VA
04.2016 - 07.2019
- Managed the functionality and efficiency of a group of computers running on one or more operating systems.
- Submit and process tickets through ESMT.
- Maintained the integrity and security of servers and systems.
- Served as DoD Data Transfer Officer (DTO), monitored and evaluated removable data, custom files or flat files up to 3g to DoD systems implementing IT Security policies and procedures, per NISPOM and DCIDS security measures.
- Performed Data patch loading on DoD systems to implement standalone workstations and laptops per customers usage as well as daily duties.
- Established numerus administrator and service user accounts daily.
- Maintained system documentation of standard daily implementing IT Security policies and procedures.
- Used Enterprise development tools to provide modification to Agency email and share groups per Intelligence Community (IC) moderation standards.
- DTO officer reviewed vulnerability scans of data before transferring to IC network systems.
- Made recommendations to purchase hardware and software, coordinates installation and provide backup recovery.
- Developed and monitored policies and standards for all location related to the use of computing resources.
- Issued and control accesses and passwords to network directories, share drives, and folders/files residing on the network using Active directory.
- Provided advice and training to end-users.
- Provided guidance and work leadership to less experienced staff members and may have supervisory responsibilities.
- Maintained current knowledge of relevant technologies as assigned.
- Spearheaded new IT Security projects that enhanced team performance.
Timeline
Business Processor Analyst Consultant/ Requirements Officer
Axiologic Solutions
02.2025 - Current
System Administrator
General Dynamics
03.2024 - 02.2025
Systems Engineer
AC2ED Solutions
08.2023 - 03.2024
IT Enterprise Support SME
ManTech
09.2022 - 08.2023
Principal Systems Administrator
General Dynamics
06.2020 - 09.2022
Software Developer/Engineer – Level I
Evans & Chambers LLC
07.2019 - 03.2020
Principal Systems Administrator
General Dynamics
04.2016 - 07.2019