Shawna Winn

Shawna Winn


Creative, driven, technical professional for multiple high revenue, mission critical accounts, with more than 15 years hardware and software support experience. Seeking to blend solid customer service, project management and technical support skills into a dynamic organization by leveraging strong verbal and written communication skills to build superior relationships with customers and colleagues at all levels and across global operations.


  • Workflow Manager, Customer Problem Resolution, Service Access Workbench, Customer Excellence Incidence Management, Delivery Excellence, Standards of Excellence, Ethical Leadership, Managing Yourself and Those Around You, Handling Conflict
  • Service Essentials, EVA800 Overview, Linux Fundamentals, Storage Area Networks, Storage Basics
  • Information Technology Service Management (ITSM)
  • Tru64 Unix to HP-UX System Administration, HP-UX Systems, Router Technologies
  • Project Planning vs Project Improvement, Project Management Career Profession
  • Project Management for IT Professionals, Project Management Essentials, PM Project Leadership, Project 2003, Introduction to Six Sigma
  • Mission Critical Startup, Mission Critical Service Enhancement, Protocol Analysis, Global IT Security Standards

Work History

Work History
Sep 1996 - Present

Tech Acct Mgr // Sys Analyst // Remote Support Specialist

Hewlett Packard

  • Proven track record of independent judgment, solid verbal and written communication skills, project management skills, ability to multitask and work under pressure, and unflinching commitment to customer satisfaction
  • Facilitates successful customer relationships with technical support teams while providing spot-on advice and assistance to internal support technicians on customer situations and advanced technical issues
  • Delivers post-sales support and solutions to the customer while serving as an advocate for their needs
  • Routinely functions in virtual roles across multiple organizational areas, remaining focused on customer success
  • Adept at remaining flexible and adjusting to customer needs as problems are realized and continue to evolve
  • Strong analytical and problem solving skills serve to provide a calming level of professionalism needed when customers are dealing with politically hot issues
  • Manages internal projects, identifies and drives productivity improvements, builds and delivers team success
  • Take professional ownership of all possible politically hot issues providing the correct level of visibility, customer assistance and professional guidance for local as well as remote business critical customers through electronic and phone communications
  • Hold weekly video conferences with business critical customers to encourage open, continuous communication, averting much of the need to escalate beyond current support tier levels
  • Perform advanced technical and project management support on United Status Census Bureau internal systems to include server hardware, operating systems, system integration, systems requirements analysis, system security and production support through T1 Confidential Access lines
  • Dispatch field engineers onsite to repair hardware and act as liaison/coordinator and main point of contact to and from customer and multiple management layers
  • Technical on-call for multiple mission critical/business critical projects involving a broad range of products in complex, high-availability configurations
  • Teams with customers to perform system requirements analysis, development and system design support.
  • Provide deliverables aimed to proactively prevent liability issues or incidents
  • Identify trends and potential problems with strong analytical problem solving skills including timely incident and escalation of critical situations
  • Provide problem resolution, problem management, and proactive notification for Tru64 Unix, and an occasional VMS operating system; Provides failure analysis and solutions
  • Responsible for system upgrade review and recommendations, impact planning assistance, security options, and system performance analysis on business critical systems
  • Analyze and review system configurations to include operating systems, patch levels, firmware, hardware, and revision control data; make recommendations to allow for increased reliability, flexibility and capability
  • Excel in providing remote support to recover production outages within contractual timeframes, while in office as well as in a work from home environment.
  • Mentor team members to assist in the development of technical and communication skills
  • Manage and coordinate team scheduling, i.e. pagers, vacation, depth of personnel coverage etc.
  • Provide high level technical, proactive and reactive customer support to multiple mission critical accounts, to include: MCI/Verizon, EDS, Siemens Medical, FDA, US Census and CSC (Computer Sciences Corp)
  • Identify new revenue opportunities while working with current as well as new mission critical customers
  • Provide root cause analysis and lessons learned to evaluate and make recommendations for quality, software, hardware, configuration, or tuning issues.
Aug 1995 - Sep 1996

Systems Manager/Systems Engineer

Kaman Sciences

  • Worked with team responsible for critical support of mission essential systems running on VMS platforms
  • Provided critical support to the engineering of hardware configurations for several VMS systems
  • Responsible for upgrading individual VMS system platforms and installing newly acquired layered products
  • Executed problem resolution andcustomer support on 3 separate VMS clusters
  • Performed Software development life cycle (SDLC) unit testing, integration testing, functional testing, system testing, acceptance testing, and regression testing
  • Worked one on one with customer to develop and document expectations for continuous systems improvements
  • Schedule conferences with customers to review and isolate any outstanding issues to resolve issues before they become politically hot
Nov 1993 - Aug 1995

Systems Administrator // System Analyst

OAO Corporations

  • Balanced varied levels of escalated IT issues among geographically independent customers and across different organizational structures.
  • Responsible for the maintenance of varied Unix based platforms, to include a RISC6000, Cray 6400, a SparcCenter 2000D, as well as several Sun workstations
  • Performed backup system administrator on the security systems running Open VMS 6.0 on a DEC 6320.
  • Performed the testing and verifying version release corrections on Air Force‚Äôs Cheyenne Mountain Granite Sentry Initial Operational Capability (IOC) system
  • Participated in Preliminary Design Review and Critical Design Reviews for the USAF Granite Sentry
  • Assisted in scenario development for the Granite Sentry FOC system
  • Solely responsible for the creation and development of scenario testing programs for the Command Center Processing and Display System (CCPDSR), Cheyenne Mountain Air Force Station
  • One of two responsible for setup and management of the VAX 3100 used primarily for scenario development
  • Managed the set up and upkeep of a Micro Vax running Open VMS 6.0
Aug 1993 - Nov 1993

Test Engineer

Safetran Traffic Systems
  • Worked hand in hand with onsite field engineers to troubleshoot downed traffic intersections during premium, un-scheduled, down times.
  • Responsible for testing traffic system electronic assemblies, including all PC board testing and verification
  • Troubleshot and repaired all inefficient and non-working chassis returned - down to component level
Sep 1989 - Aug 1993

Space Systems Electronics Technician

US Air Force, Schriever (Falcon) AFB
  • Maintained the GPS (Global Positioning System) Monitor Station and Master Control Station
  • Inspected, tested, replaced and repaired electronic satellite communication equipment using both common and specialized test equipment
  • One of two-person team responsible for coordinating remote site troubleshooting with local and remote contractors at numerous worldwide locations
1984 - 1989

Pharmacy Technician

WalMart Pharmacy
  • Responsible for all workings of the pharmacy under the pharmacist, to include ordering of all prescription and over the counter drugs, pharmacy yearly audits, billing of insurances, and computer maintenance.


Mar 1993 - Present

AS in Space Systems Electronics

Community College of The Air Force
Sep 1996 - Present

BS Computer Science

Oct 2008 - Present

ESI International