Shaundra Walton
Bowie,MD
Summary
Dependable System Engineer with 8 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally, handles wide-ranging questions. Highly motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Skillful at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Systems Engineer
State of Maryland
Baltimore, MD
09.2024 - Current
- Maintenance and configuration of the VSA desktop and laptop systems - including all application software, local area network and local file servers.
- Install software, set up computers, troubleshoot, physically connect, move and carry computers and peripherals.
- Perform hardware/software installation, testing and maintenance
- Troubleshoot and resolve problems encountered by end-users using hardware/software and system applications in a timely manner
- Work with OET, DoIT, MD Think, contractors and vendors to troubleshoot operating system software and hardware malfunctions, local and wide area network problems, and application software bugs.
- Lead support for Windows 11 project (VSA, DHS, DVR)
- Patch servers and desktops
- Daily contact with VSA IT Systems Technical Specialist supervisor to keep them abreast of system status and receive new tasks
- Daily contact with other IT staff to coordinate tasks to be completed
- Daily contact with VSA staff to address network, server and desktop system issues
Systems Engineer
Success By Design
Laurel, MD
05.2022 - 09.2024
- Reset Windows passwords for onsite (DVR) & Offsite end-users
- Reset WOMS passwords for onsite (DVR) and offsite (LHD’s and VSA Mailroom) end-users
- Reset EDRS passwords for offsite (Funeral Homes) 3rd party end-users
- Provided exemplary helpdesk service and support to assist customers.
- Provided technical support for end-users by troubleshooting hardware and software issues remotely or onsite.
- Communicated with clients to understand system requirements.
- Designed and conducted hardware or software systems testing.
- Implemented security measures to protect data from unauthorized access or modification.
- Analyzed customer requirements and translated them into functional specifications.
Support Technician II
Cerner Corporation, Children's National Medical Center
Washington
01.2022 - 06.2022
- Answered use and repair questions via in-person, email, and telephone requests
- Updated software versions with patches and new installations to close security loopholes and protect users
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
- Disassembled computer systems to troubleshoot and resolve hardware issues
- Generated reports and updated files and documentation
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions
- Documented repair processes and helped streamline procedures for future technical support actions.
Requirements Analyst
By Light Professional IT Services
Hanover, MD
03.2020 - 11.2021
- Met and collaborated with clients in discussion sessions to make parties aware of project specifications pertaining to applications, databases, and systems
- Managed testing cycles, test plan creation, development of scripts and coordination of user acceptance testing
- Evaluated new processes and solutions, tracked metrics, and created trend models
- Worked closely with systems analysts, engineers, and programmers to understand limitations, develop capabilities, and resolve software problems
- Recommended improvements to facilitate team and project workflow
- Reviewed project requirements to identify customer expectations and resources needed to meet goals.
Information Security Analyst
Electrosoft Services Inc
Washington, DC
10.2018 - 04.2021
- Protected secure data files and regulated access.
- Maintained up-to-date knowledge of emerging cyber threats, attack vectors, malware trends.
- Managed user authentication and authorization of data access.
- Developed strategies for responding to various types of attacks such as phishing emails or malicious websites.
- Created and implemented Active Directory group policy settings to manage workstations.
- Analyzed system risk to identify and implement appropriate security countermeasures.
- Participated in disaster recovery drills as part of business continuity planning.
- Ensured compliance with industry regulations such as HIPAA or PCI DSS.
- Researched and designed advanced computer forensic tools.
- Performed vulnerability scans on systems, networks, applications and databases.
- Audited networks and security systems to identify vulnerabilities.
- Developed and implemented security policies and procedures.
- Investigated security incidents and developed incident response plans.
- Made recommendations to improve security procedures and systems.
- Provided guidance and technical support for security related projects.
Information Security Analyst
CACI, Inc
Washington
06.2018 - 09.2018
- Analyzed system risk to identify and implement appropriate security countermeasures
- Monitored server event logs to identify and resolve performance and security issues
- Managed user authentication and authorization of data access
- Audited networks and security systems to identify vulnerabilities
- Supported users with in-person and remote technical assistance
- Protected secure data files and regulated access
- Installed system updates, patched programs, and optimized functionality
- Provided training and support to users for both hardware and software needs.
Team Lead – Customer Support Center
The MIL Corporation
Washington
06.2014 - 06.2018
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team performance against targets, taking corrective action where necessary.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Coordinated resources across multiple teams to achieve project goals within budget constraints.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Created detailed reports on team activities as requested by management.
- Motivated staff through positive reinforcement techniques.
- Maintained accurate records of employee attendance and task completion times.
- Monitored team progress and enforced deadlines.
- Collaborated with management team to implement new work procedures or policies.
- Fostered positive employee relationships through communication, training and development coaching.
Education
Master of Science in Management Information Systems, Information Systems Security -
Bowie State University
05.2011
Bachelor of Science in Computer Information Systems -
Wilberforce University
05.2004
Skills
- Organizational Skills
- Microsoft Windows and Office
- Multitasking and Prioritization
- Teamwork and Collaboration
- Leadership Skills
- Attention to Detail
- Technical Troubleshooting
- Service Ticket Tracking (ServiceNow/Remedy)
- Customer Service
- Technical Support
- Software Patches
- Project Coordination
- Customer Communication and Empathy
- Production Monitoring/Performance Monitoring
- Trend tracking
- Employee engagement
- Coaching and Mentoring
Timeline
Systems Engineer
State of Maryland
09.2024 - Current
Systems Engineer
Success By Design
05.2022 - 09.2024
Support Technician II
Cerner Corporation, Children's National Medical Center
01.2022 - 06.2022
Requirements Analyst
By Light Professional IT Services
03.2020 - 11.2021
Information Security Analyst
Electrosoft Services Inc
10.2018 - 04.2021
Information Security Analyst
CACI, Inc
06.2018 - 09.2018
Team Lead – Customer Support Center
The MIL Corporation
06.2014 - 06.2018
Master of Science in Management Information Systems, Information Systems Security -
Bowie State University
Bachelor of Science in Computer Information Systems -
Wilberforce University
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