Technical Support System Administrator
Resume:
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
**************@*****.***
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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