Jalen Caldwell

Professional Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Cyber Security position. Ready to help team achieve company goals.

Work History

Vectrus – System Administrator

Springfield, VA

11/2022 – Present

●Preform system security administration functions, including creating user profiles and accounts on multiple networks.

●Assist end-users through email, phone and remote assistance.

●Utilize tools/utilities to provide remote technical support services on desk-side equipment.

●Administer the SIMS security data management system and cisco call manager.

●Preform data transfers through different systems.

●Utilization of a ServiceNow/Solar winds-based ticketing database to track update and resolve break/fix incidents.

●Installing, configuring, and maintaining VTC endpoints.

●Installing new cable/fiber. Terminating and testing new cable/fiber. Testing and troubleshooting faulty cable/fiber.

●Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides

●Removing old equipment and performing data migration to new machines.

●Re-imagining desktops and laptops.

General Dynamics – System Administrator

Chantilly, VA

03/2021 – 11/2022

●Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware.

●Create and Administer User Accounts in AD.

●Preform regular and system backups.

●Respond to email, IM messages (IM), and voicemail messages for customers seeking help.

●Install, modify, and repair computer hardware and software.

●Troubleshoot and resolve incidents to include system inquiries, requests, incidents, software installation, printer support, hardware support (desktop, laptop, peripheral).

●Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.

●Demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails.

●Analyze and recommend alternative solutions to meet customer needs.

Amentum – Jr System Administrator

Mclean, VA

10/2019 – 3/2021

●Install, configure, administer, support and maintain Microsoft Windows and Linux operating systems.

●Implement Risk Management Framework (RMF) methodology on assigned systems.

●Document maintenance, repair and test activities; include documentation updates as an integral part of every project.

●Administer and support VMware server/cluster environment.

●Maintain and update operating system security patches.

●Maintain the system configuration standard using DoD based Security Technical Implementation Guides (STIG)

●Research and implement automated processes to improve operational efficiency.

●Analyze and monitor the capacity and performance of systems and software applications and make recommendations for improvements as necessary.

●Create and maintain system documentation, diagrams, and Standard Operating Procedures (SOPs).

Dell Technologies – Computer Support Specialists

Remote

02/2018 - 10/2019

●Provide first rate Technical Support on Dell supplied products and/or peripherals.

●Actively support the customer in all aspects to problem resolution, keeping the customer informed and updated throughout the life of the incident.

●Collaborate with peers, team leads, engineers, and third-party vendors to resolve customer issues, maintaining complete ownership of issues from beginning to resolution.

●Use troubleshooting techniques and tools learned in training to identify technical defects and issues.

●Follow up with customers to ensure accurate resolution for their technical issues.

●Document problems, diagnostics, interactions, next steps, and solutions implementation in a CRM tool.

Cystic Fibrosis Foundation - IT Service Desk Intern

Bethesda, MD

06/2017 - 12/2017

●Complete duties and responsibilities as assigned based on knowledge, skills, and abilities while learning and gaining more IT/Service Desk experience

●Answer phones/emails, track missed calls/voicemails and walk-ups requests, and create tickets as needed

●Work with customers to assess their needs, document tickets, and provide information or assistance to resolve their problems or escalate to Service Desk Technicians, Supervisor, and/or other IT teams for additional support

●Follow up with customers to ensure the issue has been resolved

●Shadow and learn from Service Desk Team Lead and Service Desk technicians to resolve technical issues and help document processes and Standard Operating Procedures (SOPs) and work instructions

ad0zil@r.postjobfree.com

202-***-****

Waldorf, Maryland 20602

Certifications

CompTIA Security+

Skills and Abilities

●PowerShell

●Active Directory

●Avanan

●Advanced knowledge of Microsoft Office applications (MS Word, MS Excel, PowerPoint, SharePoint)

●Linux

●Python

●SIEM(Splunk)

●AWS

●Azure

●User Support and Troubleshooting

●IAM

●User Account Creation/Modification

●Patching/Hardening

●Windows 10

●RMF

●VTC

●Printer/Scanner

●VMware

●Switches and Routers

●Wire Shark

●Computer Hardware Knowledge

●Excellent with prioritizing tasks and works well under pressure with short and conflicting deadlines

Soft Skills

●Communication

●Problem-Solving

●Teamwork

●Leadership

●Attention to Detail

●Time Management

●Self-Motivation

●Self-Confidence

●Initiative

Education

08/2022

University of Maryland

College Park, MD

Bachelor Degree: Computer Science

06/2018

Thomas Stone High School

Waldorf, MD

High School Diploma

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