Support Specialist Systems Engineer
Resume:
KELL CRAIN
Little Rock, AR *****
*********@*****.***
WWW: http://linkedin.com/in/kell-
crain-16369292
WWW: Bold Profile
Network Administration &
Configuration
Cisco Routers and Switches
Microsoft Intune & Exchange
Admin Center
WiFi Deployment &
Troubleshooting
ServiceNow Ticketing System
Windows Server Installation & Patch
Management
Office 365 Administration
Network Security & Compliance
Active Directory & Group Policy
Asset & Inventory Management
Video Teleconferencing Support
System troubleshooting
Configuration management
Client service and support
Versatile IT professional with over 10 years of hands-on experience in system engineering, network administration, and technical support. Demonstrated ability to manage and maintain secure enterprise networks, support end users, deploy and troubleshoot network devices, and administer critical IT infrastructure. Adept at improving performance, streamlining operations, and resolving technical issues in high-demand environments. Active Top Secret Clearance and strong background supporting federal agencies and defense-related IT operations.
Systems Engineer II
AT&T, Little Rock, AR August 2021 - Current
Cyber Transport Systems Specialist
Air National Guard, Jacksonville, AR March 2016 - June 2024 Work History
Company Overview: in support of ICE
Administer LAN infrastructure, servers, and network devices including mobile and wireless hardware.
Troubleshoot complex IT issues across devices, servers, applications, and remote systems using ServiceNow.
Maintain Exchange and Intune environments, ensuring proper configurations and user accessibility.
Provide end-user support for Office 365 tools including Outlook, Teams, OneDrive.
Conduct patching, backups, and server restores using NetBackup. Deploy and maintain video teleconferencing systems and support remote meetings.
Implement cable management, rack installations, and system monitoring. Contribute to technical discussions and deliver IT briefings and reports for leadership.
Participate in on-call support and assist with large-scale equipment deployments.
In support of ICE
Completed software updates and assessed security patches for optimized computer use.
Resolved issues related to operational components for LAN, WAN and voice systems.
Managed and monitored installed systems for highest level of availability. Install, configure, and maintain secure telecommunications and network systems.
Administer cryptographic and classified communication equipment
(TACLANE, KG-175D).
Enforce cybersecurity compliance through STIGs, 802.1X, and other security protocols.
Support VoIP, data, and video infrastructure; manage routers, switches, and firewalls.
Provide technical guidance on network projects, planning, and deployment. Designed and implemented preventive maintenance procedures, reducing Skills
PC Support Technician
Allyon, Little Rock, AR September 2020 - August 2021 IT Specialist / Policy and Planning (GS-2210-09)
189th Communications Flight,
Jacksonville, AR
February 2018 - September 2020
Therapy Technician
Harris & Renshaw Physical Therapy,
North Little Rock, AR
August 2015 - November 2016
support requests 35%.
Installed, configured, tested and maintained operating systems, application software, and system management tools.
Investigated and corrected problems with printers, copiers and other peripheral devices.
Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes. Company Overview: in support of US Army Corps of Engineers Delivered Tier 1/2 support to users, resolving hardware and software issues across the organization.
Diagnosed and repaired network connectivity problems; conducted imaging and workstation setup.
Supported Exchange and O365 services, ensuring seamless communication for end users.
Utilized ServiceNow to manage and close support tickets in accordance with SLAs.
Conducted tests and inspections on IT systems, ensuring quality and security compliance.
In support of US Army Corps of Engineers
Managed IT asset lifecycle, procurement planning, and compliance across multiple systems.
Provided technical consultation and drafted policies to improve network and system reliability.
Coordinated with leadership on operational priorities and IT modernization strategies.
Evaluated IT performance metrics and guided corrective actions to improve efficiency.
Explained technical information in clear terms to promote better understanding for non-technical users.
Used ticketing systems to manage and process support actions and requests. Tested new software and hardware prior to deployment. Researched and identified solutions to technical problems. Installed and configured operating systems and applications. Assisted patients during therapy sessions and maintained equipment readiness.
Scheduled appointments, answered phones, and handled clerical support duties.
Prepared patients to meet with physical therapists. Issued individualized home exercise programs to patients and verified comprehension of instructions before discharge.
Monitored patient's safety and response to exercise intensity to discuss with therapist or assistant.
Aviation Machinist Mate
United States Navy, San Diego, CA March 2010 - April 2014 Performed inspections and maintenance on multimillion-dollar aircraft systems.
Played a key role in mission readiness through mechanical diagnostics and quality control.
Led maintenance teams and trained junior sailors in technical procedures. Removed components such as landing gear, engines, and flight control. Operated power tools, gauges and testing equipment to adjust, repair, and replace faulty components in aircrafts.
Maintained repair logs to document all corrective and preventive aircraft maintenance.
Obtained fuel and oil samples to check for contamination. Removed and installed aircraft subsystem assemblies such as engines, rotors, gearboxes, transmissions, and mechanical flight controls. Community College of The Air Force at Little Rock, AR No Degree in Information Technology June 2024
Education
Education And Certifications
CompTIA Security+
Microsoft Exchange Admin Center (hands-on experience) Microsoft Intune (hands-on experience)
Cisco Routers & Switches (hands-on experience)
Active Top Secret Clearance
CompTIA Security +ce
Certifications
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