IT Systems Administrator with 6+ Years Experience

ALEXIS PERNELL

Prattville, AL ***** 334-***-**** *************@*****.***

Systems Administrator

IT Specialist with 6+ years of experience in planning, implementing, migrating, and deploying information systems effectively. Throughout my IT career, I have maintained and effectively trained within the systems and network security field by developing my skills in various software applications and hardware. I have hands-on development in the workplace. Holds Active Secret Clearance.

Skills

McAfee HBSS BMC Remedy Norton Utilities VMware vSphere Cisco Command Post of the Future (CPOF) Active Directory Data Management CCNA Microsoft Office Technical Support Maintenance Development

CERTIFIACTIONS

HDI HDI-SCA

PROFESSIONAL EXPERIENCE

United States Army – Camp Buehring, Kuwait (Deployment) June 2022 –April 2023

Information Technology Specialist

Served as the Brigade S6’s Helpdesk NCO

Verified and maintained customer Active Directory accounts in compliance with PHCE User Account policies.

o Requirements involved verifying annual completion of Cyber Awareness and HIPAA training, including ensuring customers had a signed, updated Acceptable User Policy on record.

Inspected and processed System Authorization Access Request forms, guaranteeing accounts created followed account lifecycle procedures.

Generated and provided ATCTS compliance reports to leadership to maintain complete oversight of the organization’s security posture.

Participated in ongoing efforts to ensure passing remarks of the Organization Inspection Program

o Key focus included but was not limited to Incident Response, Contingency Planning, Cyber

Training and Certification, Cyber Security Workforce and Accountability, and PII and PHI protection.

Managed NIPR and SIPR systems with elevated access.

Provided on-site support for all software and hardware service requests as needed.

Zigabyte Corporation – Montgomery, AL April 2020 – Present

Field Assistance Service (FAS) Help Desk Analyst

Serves as the first point of contact for customers seeking technical assistance

Responds to end-user help tickets, calls and emails.

Clearly and thoroughly document requests for assistance in ticket management system (BMC Remedy) to track customer issues and inquires.

Maintain incoming calls and emails queues through Cisco CIC Call Manager (Interaction Desktop) and Outlook.

Quickly and accurately diagnose problems and walk end-users through a wide variety of software and hardware related issues.

Responsible for assisting users with all issues within ACES, IMDS, CMOS, etc.

Responsible for identifying potential outages and/or other problems and communicate the information to Team Leads in a timely manner.

Provide positive and professional customer service.

Chameleon Integrated Services – Montgomery, AL April 2019 – December 2019

Systems Operator/Help Desk Analyst

Conducted Information Technology (IT) service desk support to a customer base exceeding 9,000 clients at approximately 59 site locations worldwide

Created over 1,500 IT incidents quarterly in the Remedy system for routine and high priority resolution

Demonstrated strength in diagnosing, troubleshooting, and providing workstation preventative maintenance to a global customer base

Provided support to customers involving Microsoft Outlook inquiries (e.g., creation of email profiles, file transfers, software repair, pst/ost file repair)

Executed technical updates including concerns relating to account expirations, associating Active Directory with CAC, and logon name modifications

Improved familiarity with multiple call distribution systems (Cisco Agent Desktop and Interaction Client)

Provided strategies to IT service desk support team to implement immediate resolution for customers’ technical issues and inquiries

Documented, tracked and monitored incidents to ensure accurate and timely resolution

Escalated Remedy incidents to appropriate Tiers to provide advanced troubleshooting and touch maintenance

Monitored and responded, in a timely manner, to email inquiries entered by customers to the service desk organizational mailbox to initiate troubleshooting and resolution

Reported scheduled maintenance and high-level outages to service desk support team

Informed supervisor of developments and potential issues

United States Army Reserve – Montgomery, AL July 2018 – Present

Information Technology Specialist

Installs, operates and maintains computer systems and local area networks (LAN).

Performs system administration (SA) and maintains computers and servers within the computing environment and the network environment.

Performs network administration (NA); installs, configures and maintains network equipment within the LAN.

Installs, operates, and maintains commercial off the shelf equipment (i.e. routers, switches, desktop and laptop computers).

Provides direct support for Information Dissemination and Content Staging.

Performs Network Operations (NETOPS) Service Desk Management, which includes incident and problem processing, change request processing, availability management and user interaction.

Assists in the planning, configuration, management, and monitoring of the wide area network (WAN) systems.

Provided technical assistance and training for local area networks.

Maintained proficiency in Mission Command Systems (primarily CPOF, BCCS and FBCB2) in order to instruct and assist operators during training events.

Performs system updates and re-images in a timely manner.

Attended the Army’s Signal Digital Master Gunner Course (S-DMG).

Maintains the Tactical Server Infrastructure (TSI).

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