Shauna Gilbert

Work History

Fair And Square Technologies, LLC

Oakton, VA

08.2020 - Current

Investigated system issues and implemented resolutions to reduce downtime.
Installed system updates to address vulnerabilities and reduce security issues.
Diagnosed, troubleshot and resolved network and system problems.
Provided client support on system operation and troubleshooting.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Retained existing clients and developed 13 new accounts by extending high quality and efficient support service.

Consulere Resources, LLC

Houston, TX

01.2020 - 01.2021

Led the implementation of a new Maximo Asset Management deployment for the client to use for the purpose of providing a more efficient and effective way to manage its assets.
Took ownership of technical solutions from end to end, including developing, building, testing, documenting, packaging, and publishing customizations to the Maximo environment.
Improved efficiency, security, and the overall infrastructure design, as well as identified technical requirements of support processes in relation to Maximo.
Led the installation, configuration, and management of networks, servers and workstations to upgrade the system infrastructure and migrate the system into the cloud.

NetGain Technologies, Inc.

Lexington, KY

11.2019 - 01.2020

Responded to ~25 technical support issues daily providing remote Help Desk support via phone and email and traced root causes of malfunction using specific diagnostic procedures, scripts, and programs.
Provided technical support to 11,000 users' systems and networks, computer hardware, software, printers & telecom systems.
Monitored and resolved both routine and complex ticket queues and incidents in ServiceNow Ticketing System ensuring they were handled as per pre-defined client SLA's for response and resolution times.
Performed troubleshooting to resolve connectivity issues as well as functionality problems with printers, facility equipment, personal computers, virtualized servers and host machines, and peripheral hardware.
Authored technical documents including knowledge base articles, how to documents, and proposal efforts.

Booz Allen Hamilton

Herndon, VA

01.2008 - 04.2018

Maintained security posture of a government Maximo Asset Management environment and conducted audits to ensure all application and operating system IAVAs (Information Assurance Vulnerability Alerts) were mitigated through patches and/or security updates.
Deployed a PKI (Public Key Infrastructure) solution to provide identification and authentication for the production Maximo environment.
Maintained the CSRs (Certificate Signing Requests) for all servers and workstations in the organization and promoted the CA (Certificate Authority) to validate Wi-Fi authentication, mobile device management, virtual private network (VPN) authentication, internal Secure Socket Layer/Transport Layer Security (SSL/TLS) and code signing.
Outlined problems along with their respective solutions and apprised management of needs for adopting changing technology.
Responded to support requests & resolved technical failures, providing effective solutions to restore functionality utilizing established IT methods, tests, procedures, and techniques.
Performed audits and tests on computer systems, networks & hardware to avoid system outages and failures .

Projetech

Cincinnati, OH

01.2006 - 12.2007

Supported various Maximo Asset Management environments from version 4.1.1 through 7.x on a daily basis which included monitoring system performance, troubleshooting and resolving technical problems.
Generated, developed, supported, and maintained Business Intelligence Report System reports which included configuration of various reporting servers to run queries and create ad hoc reports (e.g., Crystal Reports, Microsoft Access, Actuate, BIRT).
Mastered configuration of an application server cluster with varying load distribution algorithms and customizing the properties of the cluster through EAR (Enterprise Archive) file deployment to WebLogic and WebSphere Application Servers.
Advanced knowledge configuring the applications in the Maximo environment to connect with either SQL Server or Oracle database backend.
Administered the Maximo application via the Security module (adding users, groups, group permissions, etc.).