Shaune Stepheny
Pemberton
Summary
Dynamic Field Application Engineer with Viasat, adept at technical troubleshooting and customer relationship management. Proven track record in systems integration and product installation, enhancing network performance and resolving complex issues. Skilled in Cisco network systems and effective communication, driving successful project outcomes and ensuring client satisfaction.
Overview
8
8
years of professional experience
Work History
Field Application Engineer
Viasat
Carlsbad
05.2024 - Current
- Collaborated with customers to understand technical requirements and solutions.
- Provided technical support during product installation and configuration.
- Assisted sales teams by offering technical insights during client meetings.
- Resolved customer issues by troubleshooting hardware and software components.
- Documented customer interactions and technical solutions in CRM systems.
- Engaged in continuous learning to stay updated on industry trends and products.
- Researched and resolved customer inquiries regarding product functionality and usage issues.
- Prepared technical documentation including user manuals, application notes, white papers.
- Analyzed customer requirements and provided solutions that meet their needs.
- Interfaced with other departments to ensure successful implementation of new products and technologies.
- Performed hardware and software installations at customer sites as needed.
Systems Engineer II
Department of Defense
Tobyhanna Depot
04.2023 - Current
- Perform Software integration across all CONUS and OCONUS Nodes for WSOMS-RMCE Subsystems
- Install and configure switches, routers and firewalls for WSOMS projects.
- Experience with Windows 8 & 10 Microsoft Server 2012R2 and 2016R2
- Responsible for system management, monitoring, isolating, and resolving network and software issues.
- Perform Remote RMCE verification for installation procedures.
- Prepare routers, switches and firewalls for disposition by clearing and setting them back to factory settings.
- Decommission nodes in preparation for new equipment and projects.
- Perform platform Integration.
- Conduct Technical and/or operational testing.
- Perform configuration management.
- Attend planning and strategy meetings.
- Perform general systems engineering, systems implementation planning, and system test and evaluation services.
Network Support Engineer
Booz-Allen & Hamilton
Wrightstown
11.2023 - 05.2024
- Provided technical support for network infrastructure and connectivity issues.
- Diagnosed and resolved hardware and software problems efficiently.
- Monitored network performance using advanced diagnostic tools and software.
- Documented network configurations and maintained system records accurately.
- Responded to user inquiries regarding network access and troubleshooting steps.
- Provided technical support for users having difficulty connecting to or using the network.
- Responded promptly to user requests for assistance with any type of networking issue.
Systems Engineer I
MAG Aerospace
Tobyhanna Depot
04.2022 - 04.2023
- Perform Software integration across all CONUS and OCONUS Nodes for WSOMS-RMCE Subsystems
- Install and configure switches, routers and firewalls for WSOMS projects.
- Experience with Windows 8 & 10 Microsoft Server 2012R2 and 2016R2
- Responsible for system management, monitoring, isolating, and resolving network and software issues.
- Perform Remote RMCE verification for installation procedures.
- Prepare routers, switches and firewalls for disposition by clearing and setting them back to factory settings.
- Decommission nodes in preparation for new equipment and projects.
- Perform platform Integration.
- Conduct Technical and/or operational testing.
- Perform configuration management.
- Attend planning and strategy meetings.
- Perform general systems engineering, systems implementation planning, and system test and evaluation services.
Satellite Communications Technician
Bushtex Inc.
02.2021 - 04.2022
- Providing on-site support for CONUS & OCONUS exercises and live missions.
- Removing and repairing faulty Lowest Replaceable Units (LRU)
- Experience with ViaSat Linkway Modems, EBEM and CBM 100 & 400 modems
- Tier 2 Help Desk experience
- Kept supplies ready by inventorying stock; placing orders; verifying receipt.
- Provided interim reports as necessary based on site conditions and/or problems and maintaining the site in a professional and clean manner.
- Monitored networks at the Network Operations Center, providing troubleshooting steps to insure systems within the network were operable at all times.
Satellite Communications Analyst
C4 Planning Solutions LLC
11.2018 - 02.2021
- Provided on-site support to the United States Marine Corps (USMC)/Marine Corps Systems Command (MACORSYCOM) for exercises conducted both within the continental United States (CONUS) and outside the continental United States (OCONUS).
- Delivered Over the Shoulder Training (OST) as requested by customers, providing hands-on guidance and assistance.
- Operated and maintained various satellite terminals, including Very Small Aperture Terminals (VSAT) of different sizes (Small, Medium, and Large), TAMPA Microwave, and GATR systems.
- Identified and replaced faulty Lowest Replaceable Units (LRUs) within the satellite terminals, ensuring proper functionality and system integrity.
- Possessed expertise in working with ViaSat Linkway Modems, EBEM (Enhanced Bandwidth Efficient Modem), and CBM (Common Baseband Modem) 100 & 400 modems.
- Gained experience in Tier 2 Help Desk support, providing advanced technical assistance and troubleshooting for escalated issues.
Satellite Communications FSR
DataPath
10.2017 - 10.2018
- Operated and maintained Deployable Ku-Band Earth Terminals (DKET/OKET), ensuring their proper functioning and readiness.
- Verified service quality by testing circuits, equipment, and alarms, promptly identifying, correcting, or escalating any issues that arose.
- Collaborated with site personnel to maintain satellite communication system availability above acceptable levels, proactively addressing maintenance and performance needs.
- Removed and repaired faulty Lowest Replaceable Units (LRUs) within the earth terminals, restoring optimal functionality.
- Managed supplies by conducting inventory, placing orders, and verifying receipts to ensure availability when needed.
- Provided interim reports based on specific site conditions or problems, effectively communicating updates and maintaining a professional and clean site environment.
- Monitored networks at the Network Operations Center, continually overseeing system performance and providing troubleshooting steps to ensure the continued operability of all networked systems.
Education
Some College (No Degree) - Scripted And Compiled Programming Languages
University of Phoenix
Tempe, AZ03-2024
Skills
- Network Administration
- Technical troubleshooting
- Product installation
- Network configuration
- Systems integration
- Technical documentation
- Customer relationship management
- System monitoring
- Project coordination
- Software testing
- Problem solving
- Effective communication
- Adaptability to change
- Team collaboration
- Hardware troubleshooting
- Version control systems
- Cloud computing
- Business Continuity
- Backup and Recovery
- Cisco Switches/Routers
- Network Security
- IT Infrastructure
- Disaster Recovery
- Incident Management
- Problem Management
- Operation/Maintenance
- LAN/WAN Installations
- Data Backup/Recovery
- Technical Platforms
- Testing/Implementation
- Cisco Network System Support
- Network Engineering
- Desktop Support
- IT Support Analyst
- Troubleshooting
- Configuration/Installation
- System Upgrades
- Data Center Virtualization
- Installation/Configuration/Troubleshooting
- Network Security Management
- Windows/Linux Systems Administration
- System Performance Management
- Hardware/Software Troubleshooting
- Network Infrastructure System Enhancement
- Configuration
- Customer/Technical Support
- Requirement Analysis/Storage
Certificates And Training
- CompTIA Security Plus CE Certified.
- Network Administration Pathway | Intellectual Point | In Pursuit
- Obtained: CompTIA Security+
- Pursuing: Cisco Certified Network Professional (CCNP)
- Pursuing: Cisco Certified Network Associate (CCNA)
Past Experience
- Trace Systems, 04/01/16, 09/30/17
- Augustine Consulting Incorporated (ACI), 11/01/14, 03/31/16
- United States Advanced Network, 03/01/13, 10/31/14
- C4 Planning Solutions LLC, 07/01/11, 09/30/12
Timeline
Field Application Engineer
Viasat
05.2024 - Current
Network Support Engineer
Booz-Allen & Hamilton
11.2023 - 05.2024
Systems Engineer II
Department of Defense
04.2023 - Current
Systems Engineer I
MAG Aerospace
04.2022 - 04.2023
Satellite Communications Technician
Bushtex Inc.
02.2021 - 04.2022
Satellite Communications Analyst
C4 Planning Solutions LLC
11.2018 - 02.2021
Satellite Communications FSR
DataPath
10.2017 - 10.2018
Some College (No Degree) - Scripted And Compiled Programming Languages
University of Phoenix