Information Technology It Specialist

Kelleye Miller

Slidell, Louisiana, United States

************@*****.*** 504-***-****

linkedin.com/in/kelleyemm

Licenses & Certifications

CompTIA Security+ ce Certification - CompTIA

Issued Jul 2018 - Expires Jul 2024 COMP001021333586

Microsoft Server 2012 – Microsoft

VMWare Workstation - VTC software training

(ISC) Candidate - ISC2

Issued Dec 2022 - Expires Dec 2023

Microsoft 365 Certified: Modern Desktop Administrator Associate - Microsoft

Issued Jun 2022 - Expires Jun 2024 I327-1004

Getting Started with Tanium WBT - Tanium

Issued Mar 2022 – No Expiration

Tanium Core Online Training Course - Tanium

Issued Apr 2023 – No Expiration

C2C - USMC Familiarization Training – Forescout

Issued Mar 2022 – No Expiration

Skills

• PowerShell • Microsoft Endpoint Configuration Manager • Tanium • ForeScout • Microsoft Office

• Active Directory • Microsoft Windows • SolarWinds Orion • ITSM •IT Hardware Support

• Service Desk • Virtualization • Virtual Private Network (VPN) • Domain Name System (DNS) • VMware • Remote Troubleshooting • Remote Administration • Remote Device Management • Remote Desktop Protocol (RDP) • Group Policy • Port Security • Dell VLAN Management • STIG Viewer • SCAP Scan Tool • Fortinet Firewall GUI • Splunk • FireEye • CrowdStrike Falcon • Microsoft Azure\O365 Cloud Products

Summary

A professional and courteous IT Professional with experience in Cyber Security Incident Response, Defensive Cyber Operations, IAAS backups, virtualization, and storage. Recent successful experience as a Data Operations Center Support System Administrator, Jr. Converged Infrastructure Engineer, IT Specialist Mid (EUD), and Cybersecurity Analyst. Seeking growth and development in Information Technology career fields. Kelleye has experience in the fast paced and technical world of mission critical support systems and has proven to be highly trainable and adaptable. She has quickly mastered her current duties and is looking for an opportunity to accept new challenges. She is willing to obtain any certifications necessary to advance her career in Information Technology.

Experience

IT Specialist, Mid – TekSystems 28FEB2024 – Present (40H / Wk)

SMIT, USMC Network Activity Reserves

New Orleans, LA 70114

Install, configure, service, repair, and maintain IT systems in both a stand-alone and client-server environment, including MS server, Defense Message Systems, and other authorized IT systems.

Install, configure, service, repair, and maintain hardware and software for network services, storage networking devices, and servers.

Integrate multiple information systems in a networked environment, evaluate and resolve customer information system problems, effect required hardware upgrades and repair to maintain mission capability.

Install and configure wireless hubs, routers, switches, and various transmission media, server hardware and software, and ensure the proper installation and configuration of workstation hardware and software for efficient operation on the network.

Install, optimize and troubleshoot Local Area and Base Area Networks.

Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures.

Provide users with information, guidance, and instruction on use of desktop and portable computer hardware and software.

Analyze and assess customer service requests and provide prompt technical solutions.

Conduct IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products.

Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner.

Identify and document areas for process improvements.

Contact and effectively communicate with users by telephone, electronic communications, or in person.

Prepare equipment for reuse or surplus of property actions.

Provide technical support for customers assigned to remote locations as required.

Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals.

Coordinate the disassembly and reinstallation of IT equipment in support of office relocations and new buildings/locations.

CSIRT Cybersecurity Analyst - Aretec, Inc. 01OCT2023 – 19FEB2024 (40H / Wk)

USCIS/DHS

Stennis Space Center, MS 39529

Provide 24/7/365 on site coverage monitoring and incident recording of security alerts and security event information received from all USCIS security feeds, tools, and designated system logs in near real time.

Track all security incidents via Swimlane, ServiceNow and DHS

Provide remedial recommendations and produces consistent comprehensive reports on findings.

Traffic analysis (at the packet level) and reconstruction of network traffic to discover anomalies, trends, and patterns affecting USCIS networks.

Analysis and recommendation of hardware and/or software tools that will assist in traffic analysis.

Implementation, training, and SOP development and maintenance of implemented solutions.

In-depth Web log analysis to determine trends, patterns, and suspicious pattern analysis, trend analysis, behavior analysis, and other specialized reporting.

Reporting results of all analyses to the SOC GWO.

Coordinate and advise on incident response actions taken by Incident Response Handlers for incidents affecting their areas.

Develop and maintain formal, documented SOPs that are delivered for the SOC GWO's review and approval when developed or modified. SOPs provide the operational basis for the USCIS SOC Concept of Operations (CONOPS).

Investigate and identify anomalous events that are detected by security devices or reported to the SOC from external entities, other DHS Components, system administrators, and the user community via Security Orchestration and Automation Response (SOAR) platform security tools, incoming phone calls, emails, and SNOW/ECOP tickets.

Analyze suspicious web or email files for malicious code discovered through SPAM email monitoring and any other available sources.

Determine indicators, including command and control channels, of malicious attacks.

Collaborate with the Malware Analysis team to dissect Targeted Spear Phishing attacks from general mass email attacks.

Ensure compliance requirements are met in the timespan approved by leadership.

IT Specialist Mid, CoSolutions, Inc. 01MAY2022 – 01OCT2023 (40H / Wk)

SMIT, USMC Network Activity Reserves

New Orleans, LA 70114

Provide tier 3 enterprise level support to the USMC. Responsible for ensuring the efficient/optimal operation of end user machines.

Perform end user support via hardware component replacement of HDDs for SSDs (SLEP).

Perform troubleshooting and reimaging of windows 10/11 operating systems in both remote (via RDP, PSEXEC and other remote tools) and local environments.

Extensive experience in modifying and utilizing PowerShell scripts to automate/simplify tasks. Continuing educational learning of PowerShell by attending Microsoft WorkShop Plus Remote training classes.

Utilize Active Directory to create, troubleshoot and Modify AD objects for end user machines as well as storing and backing up BitLocker information.

Monitor, remediate, and report device network compliance using Tanium and ForeScout cyber security tools.

Resolve MECM client health issues for devices locally and remotely via use of PowerShell scripting. Completing SLEP SME; remote handling of domain rejoining of an upgraded device, removal and replacement of the virtual Trusted Platform Module, and movement of the originally backed up BitLocker information and its original AD object to the proper AD OU.

IT Specialist Jr, CoSolutions, Inc. 01JAN2022 – 01MAY2022 (40H / Wk)

SMIT, USMC Network Activity Reserves

New Orleans, LA 70114

Promoted to IT Specialist, Mid : May 2022

Provide tier 2 enterprise level support to the USMC.

Responsible for ensuring the efficient/optimal operation of end user machines.

Perform end user support via hardware component replacement of HDDs for SSDs (SLEP).

Perform troubleshooting and reimaging of windows 10/11 operating systems hands on

Completed rejoining of device name to its current Active Directory object repairing access to the domain.

Installed current HBSS ePO Agent software and confirmed devices were checking into the correct server.

Worked tier 2 tickets in Remedy with option to escalate.

Successfully configured, flashed, and updated Windows 10-11 BIOS for Dell and HP laptops.

System Engineer 01JUN2021 - 01NOV2021 (40H / Wk)

In-Telecom

Slidell, LA 70460

Provide troubleshooting at a Tier 1 level for MSP clients with the option to escalate tickets to Tier 2 work with customers ranging from a call regarding Outlook issues to web application errors to network issues as well as Microsoft Office component problems, Active Directory account issues, troubleshooting IDS/G2, Therefore, Office Tracker, Biometrics, ITC Cloud, and VOIP issues, ActivClient and other access fixes, VPN, internet, and basic workstation fails as well as MFD device troubleshooting.

Fortinet Firewall monitoring, remediations, operation, and maintenance.

Clearly translate the customer’s needs.

Quickly and efficiently establish End User issues by identifying the symptoms present on the workstation, software, web-based portals, hardware, and phone systems.

Remote Access into end user workstations to troubleshoot issues.

Responsible for contacting clients upon receiving ticketed issues, assisting in the call queue, creating incidents, resolving most application and functional issues, escalating incidents to the correct service board.

Provide updates to customers for tickets waiting on outside vendors and manufacturers as well as

Information Technology Service Management (ITSM) and several Windows issues via telephone, email or web submission providing the highest quality assistance to the customer.

Help Desk Analyst 01MAR2021 – 01JUN2021 (40H / Wk)

Strategic Data Systems

SMIT, USMC Network Activity Reserves

New Orleans, LA 70114

Provide troubleshooting at a Tier 1 level for the USMC (United States Marine Core) globally with the option to escalate tickets to the Tier 2 level.

Work with customers ranging from a call regarding Outlook issues to web application errors to network issues as well as Microsoft Office component problems, Active Directory account issues, troubleshooting JRSS problems, ActivClient fixes, VPN, internet, and basic workstation fails as well as MFD device troubleshooting.

Quickly and efficiently establish End User issues by identifying the symptoms present on the workstation.

Remote Access into end user workstations to troubleshoot issues.

Responsible for creating incidents, escalating incidents to the correct assigned group, resolving some application and functional issues.

Provide updates to customers for Requests, Incidents, Work Orders as well as Information Technology Service Management (ITSM) and several Windows issues via telephone, e-mail or web submission providing the highest quality assistance to the customer achieving a First Call Resolution rate above 60% with an average ticket score of 95+

Help Desk Analyst 01JUL2020 - 01MAR2021 (40H / Wk)

EIS Ltd/NIWC

New Orleans, LA 70122

FastData Service Desk for Naval Information and Warfare Center (NIWC)

Provide basic troubleshooting at a Tier 1 level with the option to escalate tickets to the Tier 2 level Work with customers ranging from a call regarding a NROTC application to an instructor’s access to other naval systems or a Database Engineer whose server requires maintenance.

Clearly translate the customer’s needs.

Answer procedural questions for Naval Education and Training Command (NETC) programs: CeTARS, Netfocus, Fast Required Skills / Experience.

Responsible for creating incidents, escalating incidents to the correct assigned group, resolving some application and functional issue.

Provide updates to customers for Data Center Cloud Services (DC2HS), Information Technology Service Management (ITSM) and several Naval Education and Training Command (NETC) via walk-in, telephone, e-mail or web submission providing the highest quality assistance to the customer.

Route trouble tickets for RDT&E, DC2HS, FASTDATA, NETFOCUS, TRAINET, AIM, LOM, LAS, ITSM, CETARS, ENTRS.

Contractor Converged Infrastructure Engineer Dec 2019 - Jun 2020

SPAWAR/NIWC LANT

New Orleans, LA 70122

IAAS Converged Engineer for DC2HS /NIWC LANT (Naval Information and Warfare Center) Participated in the design, deployment, and sustainment of the new Commvault enterprise data protection application

VMware administrator whose role was to create and maintain VMs for infrastructure and customer systems

Provided level 2 infrastructure virtualization, storage, and data protection support Responsible for the security and compliance posture of infrastructure operating systems and applications

VLAN assessment, creation, and remediation via Dell GUI

Assisted in the authorization and accreditation of infrastructure systems and applications Developed new processes and procedures for backups, recoveries, and security compliance Provided 24x7 on-call support for restoration of mission critical systems

DOC Support System Administrator

SPAWAR

Dec 2017 - Dec 2019

Experienced user in SolarWinds Orion platform Tool used for monitoring servers and network connectivity such as VPN tunnels, DCIs, and other Data Center interconnects

Responsible for shift monitoring of all hosted and infrastructure systems in dispersed environment using SolarWinds

Perform basic troubleshooting and issue escalation for identified problems consistent with approved processes and procedures

Assessed network routing, maintenance, and port security issues and properly routed necessary escalations as needed

Contact stakeholders and assist in situation reports from inception to final resolution Regularly perform physical walkthroughs, asset inventories, and monitor environmental systems Perform

URL checks on hosted systems to ensure application availability

Create, monitor, and transfer to appropriate queues ITSM Remedy service requests Manage required reports such as Monthly Outage summaries and official Navy Log entries Assist in data protection duties such as tape management, backup monitoring, and job rescheduling

Administrative Assistant

Benefit Management

Jul 2017 - Dec 2017

Education

Delgado Community College

None, Dietetics/Dietitian

2008 - 2012

I studied in the Allied Health Department focusing on Dietetics and Nutrition.

Cabrini High School

High School Diploma, College/University Preparatory and Advanced High School/

Secondary Diploma Program

2001 - 2005

I completed all mandatory college preparatory courses and received my High School Diploma.

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