Senior IT System Administrator with TS/SCI Clearance
Resume:
Ketondra Parks
Garland, TX
********@*****.***
Professional Summary
Currently hold active TS/SCI Clearance (TS Clearance) Core Qualifications:
● System Administrator
● Windows 2003, XP, VISTA, 2013, 2012, 2010, 8,2016
● MS Exchange 10, 2013, 2016, 11, 8, XP, VISTA
● Leadership
● Managing tight deadlines
● Service Desk
● Microsoft Lync, SKYPE,
● VTC (Video Teleconference)
● Comsec (Communication Security)
● Installing CAT 5, 6, Cable telephone wire. Coaxial etc.
● Splicing, Fiber, (Working progress)
● Help Desk
● Imaging Computers/ Installing and Uninstalling software Veteran with strong Computer skills in System Administrator, Active Directory, Communication Security, VOIP, HELP Desk, Video Teleconference to name a few. 22 years of experience in the Military, deployed overseas, and in the civilian world. I've worked as a Systems Analyst for 9 years, Comsec Custodian for 15 years loading secure COMMS into equipment to be able to communicate. I was also the Information Assurance Security Office (IASO) and Information Security Office (ISO) for 5 years updating company and battalion Policies and continuity books
October2023-Present- 22 Century Technology
-User query/issue handling. Ensuring user queries or issues are captured, validated, and triaged for further processing.
● Communicating with users. Ensuring that various types of information are communicated to users through the appropriate channel(s).
● Optimization.Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes.
● Identify and diagnose issues and problems
● Categorize and record reported queries and provide solutions
● Support problem identification
● Advise users on appropriate course of action
● Monitor issues from start to resolution
● Escalate, if needed, unresolved problems to a higher level of support
● Provide essential online security advice and support
● Receives and handles requests for service, following agreed procedures.
● Promptly allocates calls as appropriate.
● Logs incidents and service requests and maintains relevant records:
Identifies and classifies incident types and service interruptions
Records incidents cataloging them by symptom and resolution
● Acts under guidance to record and track reliability data for your services
● Systematically interprets user problems and identifies solutions and possible side effects.
● Uses experience to address user problems and interrogates databases for potential solutions.
● Escalates complex or unresolved incidents.
● Records and tracks issues from outset to conclusion.
● During change, it acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
● Responds to common requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate.
● Maintains records, informs users about the process and advises relevant persons of actions taken.
● Monitors service delivery channels and collects performance data.
● Assists with the specification, development, research and evaluation of services standards.
● Applies these standards to resolve or escalate issues and gives technical briefings to staff members.
● Acts as the routine contact point, receiving and handling requests for support.
● Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
● Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
● Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
● Contributes to creation of support documentation
● May 2022-November 2022- HCL America/ Frisco Texas
● Assist customers both remote and in the office on a daily basis with password resets with different login accounts, applications, and windows login.
-Troubleshooting VPN (Virtual Private Network) connection to make sure customers are able to connect via their personal and work mobile device and iPad's to their work laptop.
- Install new software from SCCM for customers to use to network printers, digital senders/ fax systems. Remote into customers computer to manually connect printers manually setup for network printers by using IP address from printer or either someone else computer name.
- Installing and uninstalling software on android, iPhone's and iPad's, workstations and work laptops from SCCM also in programs and features.
-Working with different vendors to assist customers with their work mobile device, i.e. installing latest software, replacing or ordering new device, making sure hotspot and VPN is active on device.
- Creating Active Directory accounts, Giving group policy permission per guidelines and account requests when submitted.
- Walk customers through steps on how to set up their O365 on their personal computer while remote using VPN connection. Installing and migrating to a new OS system when approved software is ready to migrate.
- Utilizing Service Now, per SLA (Service Level Agreements) agreement to create new tickets for customers for tracking purposes.
- Updating KB(Knowledge Base) database to make sure accurate information is updated for each category to assist technicians on a daily basis to troubleshoot customer issues.
- Maintain customer Service Level Agreements through the implementation of proactive issue detection and reporting using the Remedy ticketing system.
- Worked in Mailbox and Open ticket queue per's SLA(Service Level Agreements) to meet deadlines with closing out open, recurring, and old tickets.
- Provide server maintenance, troubleshoot technical problems to perform operating system administration with Windows-based computer systems.
- Follow customer computer system hardware and software specifications based on the configuration services being performed and the instructions supplied
- Support and configuration of Windows OS and applications for all servers/desktops/laptops on a weekly basis or when new updates come out.
- Installed all OS security and non-security updates, implemented group policies during customization to enhance OS security.
- Performed basic troubleshooting on PCs and internet connectivity, set up and configure new PCs, perform system upgrade, perform system security checks such as spy wares and viruses.
● February 2021-December 2021- General Dynamics Information Technology/ Dallas Fort Worth Texas
● Troubleshooting a different enclave system- I.e. Unclassified, Secret, Top Secret and black net systems.
● System administration for network outages. Troubleshooting networks and equipment to get them back up and running online.
● Uninstall and reinstall software.
● Reset passwords and unlock accounts for different systems and applications using application Bomgar and Skype to remote log into users computers to assist with troubleshooting steps.
● Assisting users with connecting to printers, digital senders and plotters on a daily basis. Using ticketing system BMC Remedy for ticketing system.
● Uplift and down lift files to users computers for access to their files.
● Assisting with users mobile work phones to assist with 0365 application for syncing emails and files offline.
● January 2018-September 2020/ FEMA- Denton TX
● Serve as an Enterprise Service Desk Technician assisting users with password resets-Installing and uninstalling software on computers-Mobile devices and Tablets.
● On a daily basis troubleshooting users' networks to connect to the VPN. Printers-Scanners setup. Mobile Phone activation setup.
● Microsoft Office products accounts- Making sure that users within FEMA know how to use software. Submitting tickets to correct department teams as secondary poc(Point of contact).
● Function will be attainable through the use of a remote tool called BOMGAR and via telephone to complete the job.
● Assist with maintaining a central source of information enabling Service Desk staff and support technicians to recover outages and other technical issues with minimal disruption to expected service levels.
● Assisted in creating documentation for self-service end-user support knowledge base, Participate in network administration and support for assistance in end-user support.
● Worked in multiple OS environments simultaneously by obtaining thorough understanding of OS and application operations related to company offered services.
● Answer phone calls about any network or information technology-related question.
● Created BMC remedy tickets for customers step by step processes for trouble-shooting various issues that would arise during phone calls.
● Tracked issues in ticketing system; create and resolve tickets from Help desk phone calls, emails and instant chats.
● January 2016- November 2016/ Xpect Solutions- Dallas FT. Worth Texas
● I worked as a System Administrator, and Help Desk personnel in a Secure location.
● Worked as a system administrator for NIPR-Unclassified- NIPERNET)---SIPR-SIPRNET- SECRET) SCINET- TOP SECRET)work stations resetting over 2000 + end users worldwide passwords on a daily basis.
● Installing and uninstalling printers, faxes, digital senders, scanners as well with installed approved licensed software on user's computer remotely using software tool called MS LYNC to remote into user computer.
● Used Air Watch to kill user's mobile devices if they were lost or stolen so that the information on the device would not be compromised in any way.
● I worked on phone systems from VOIP, AVAYA, regular phone line, PBX, Soft pad and much more.
● August 2015- December 2015- Denton Texas - FEMA
- Experience with event management (managing and monitoring enterprise systems Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Information Systems Analyst
22nd Century Technologies-Irving, TX
October 2023 to Present
Century Technology
-User query/issue handling. Ensuring user queries or issues are captured, validated, and triaged for further processing.
· Communicating with users. Ensuring that various types of information are communicated to users through the appropriate channel(s).
· Optimization.Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes.
· Identify and diagnose issues and problems
· Categorize and record reported queries and provide solutions
· Support problem identification
· Advise users on appropriate course of action
· Monitor issues from start to resolution
· Escalate, if needed, unresolved problems to a higher level of support
· Provide essential online security advice and support
· Receives and handles requests for service, following agreed procedures.
· Promptly allocates calls as appropriate.
· Logs incidents and service requests and maintains relevant records:
· Identifies and classifies incident types and service interruptions
· Records incidents cataloging them by symptom and resolution
· Acts under guidance to record and track reliability data for your services
· Systematically interprets user problems and identifies solutions and possible side effects.
· Uses experience to address user problems and interrogates databases for potential solutions.
· Escalates complex or unresolved incidents.
· Records and tracks issues from outset to conclusion.
· During change, it acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
· Responds to common requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate.
· Maintains records, informs users about the process and advises relevant persons of actions taken.
· Monitors service delivery channels and collects performance data.
· Assists with the specification, development, research and evaluation of services standards.
· Applies these standards to resolve or escalate issues and gives technical briefings to staff members.
· Acts as the routine contact point, receiving and handling requests for support.
· Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
· Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
· Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
· Contributes to creation of support documentation CORE Highlights
· Windows 2003, XP, VISTA, 2013, 2012, 2010, 8,2016
· MS Exchange 10, 2013, 2016, 11, 8, XP, VISTA
· Leadership
· Managing tight deadlines
· Service Desk
· Microsoft Lync, SKYPE,
· VTC ( Video Teleconference)
· Comsec (Communication Security)
· Installing CAT 5, 6, Cable telephone wire. Coaxial etc.
· Splicing, Fiber, (Working progress)
· Help Desk
· Imaging Computers/ Installing and Uninstalling software
·
Information Systems Analyst
HCL America-Frisco, TX
May 2022 to November 2022
· Assist customers both remote and in the office on a daily basis with password resets with different login accounts, applications, and windows login.
-Troubleshooting VPN (Virtual Private Network) connection to make sure customers are able to connect via their personal and work mobile device and iPad’s to their work laptop.
- Install new software from SCCM for customers to use to network printers, digital senders/ fax systems. Remote into customers computer to manually connect printers manually setup for network printers by using IP address from printer or either someone else computer name.
- Installing and uninstalling software on android, iPhone's and iPad's, workstations and work laptops from SCCM also in programs and features.
-Working with different vendors to assist customers with their work mobile device, i.e. installing latest software, replacing or ordering new device, making sure hotspot and VPN is active on device.
- Creating Active Directory accounts, Giving group policy permission per guidelines and account requests when submitted.
- Walk customers through steps on how to set up their O365 on their personal computer while remote using VPN connection. Installing and migrating to a new OS system when approved software is ready to migrate.
- Utilizing Service Now, per SLA (Service Level Agreements) agreement to create new tickets for customers for tracking purposes.
- Updating KB(Knowledge Base) database to make sure accurate information is updated for each category to assist technicians on a daily basis to troubleshoot customer issues.
- Maintain customer Service Level Agreements through the implementation of proactive issue detection and reporting using the Remedy ticketing system.
- Worked in Mailbox and Open ticket queue per's SLA( Service Level Agreements) to meet deadlines with closing out open, recurring, and old tickets.
- Provide server maintenance, troubleshoot technical problems to perform operating system administration with Windows-based computer systems.
- Follow customer computer system hardware and software specifications based on the configuration services being performed and the instructions supplied
- Support and configuration of Windows OS and applications for all servers/desktops/laptops on a weekly basis or when new updates come out.
- Installed all OS security and non-security updates, implemented group policies during customization to enhance OS security.
- Performed basic troubleshooting on PCs and internet connectivity, set up and configure new PCs, perform system upgrade, perform system security checks such as spy wares and viruses. Systems Administrator
General Dynamics Information Technology-Dallas-Fort Worth, TX February 2021 to December 2021
· Troubleshooting a different enclave system- I.e. Unclassified, Secret, Top Secret and black net systems.
· System administration for network outages. Troubleshooting networks and equipment to get them back up and running online.
· Uninstall and reinstall software.
· Reset passwords and unlock accounts for different systems and applications using application Bomgar and Skype to remote log into users computers to assist with troubleshooting steps.
· Assisting users with connecting to printers, digital senders and plotters on a daily basis. Using ticketing system BMC Remedy for ticketing system.
· Uplift and down lift files to users computers for access to their files.
· Assisting with users mobile work phones to assist with 0365 application for syncing emails and files offline.
Enterprise Help Desk
FEMA-Denton, TX
January 2018 to September 2020
· Serve as an Enterprise Service Desk Technician assisting users with password resets-Installing and uninstalling software on computers-Mobile devices and Tablets.
· On a daily basis troubleshooting users' networks to connect to the VPN. Printers-Scanners setup. Mobile Phone activation setup.
· Microsoft Office products accounts- Making sure that users within FEMA know how to use software. Submitting tickets to correct department teams as secondary poc(Point of contact).
· Function will be attainable through the use of a remote tool called BOMGAR and via telephone to complete the job.
· Assist with maintaining a central source of information enabling Service Desk staff and support technicians to recover outages and other technical issues with minimal disruption to expected service levels.
· Assisted in creating documentation for self-service end-user support knowledge base, Participate in network administration and support for assistance in end-user support.
· Worked in multiple OS environments simultaneously by obtaining thorough understanding of OS and application operations related to company offered services.
· Answer phone calls about any network or information technology-related question.
· Created BMC remedy tickets for customers step by step processes for trouble-shooting various issues that would arise during phone calls.
· Tracked issues in ticketing system; create and resolve tickets from Help desk phone calls, emails and instant chats.
System Administrator
Xpect Solutions-Dallas-Fort Worth, TX
January 2016 to November 2016
· I worked as a System Administrator, and Help Desk personnel in a Secure location.
· Worked as a system administrator for NIPR-Unclassified- NIPERNET)---SIPR-SIPRNET- SECRET) SCINET- TOP SECRET)work stations resetting over 2000 + end users worldwide passwords on a daily basis.
· Installing and uninstalling printers, faxes, digital senders, scanners as well with installed approved licensed software on user's computer remotely using software tool called MS LYNC to remote into user computer.
· Used Air Watch to kill user's mobile devices if they were lost or stolen so that the information on the device would not be compromised in any way.
· I worked on phone systems from VOIP, AVAYA, regular phone line, PBX, Soft pad and much more. Information Technology Specialist
FEMA-Denton, TX
August 2015 to December 2015
- Experience with event management (managing and monitoring enterprise systems
- Experience (Troubleshooting, operations, and maintenance, with the following platforms: Stand alone servers, and blade server technology, (e.g. Dell, HP)
- Experience interpreting and triaging events to appropriate solvers groups
- Ability to baseline and recommend and threshold tuning in coordination with systems owner
- Ability to reconcile configuration management artifacts (IT assets inventory) with Enterprise Management Tools ( service views, device inventories)
- Understanding and working knowledge IT Service Management processes
- Experience with Enterprise Monitoring Products (Strongly Preferred: HP Operations Management, Business Availability Center, Desired: Server Automation, Storage Essentials, and Network Node Manager)
- Windows XP and higher operating systems experience: software and hardware protocols; file systems and hardware resource mapping; desktop and server security software.
- Interacted with users in the Information Technology field and district employing a high degree of tact and diplomacy to promote a positive image of the department, while providing superior customer service and timely incident resolution.
- Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
- Responsible for first level support and resolution of incidents received via the IT Service Desk.
- Function will be attainable through the use of a remote tool called BOMGAR and via telephone to complete the job.
- Notify Service Desk Duty Manager when customer impacting problems are encountered.
- Assignment of tickets to responsible group/team when outside resolvable scope and provisioning of end-user access to systems and file shares.
- I have General knowledge of Client computer hardware, Knowledge base system as well with support/ troubleshooting (preferred hardware Client), MS Office, GMAIL, iPhone's, Blackberries, Avaya Softpad phones, Ipad. Remote Access, VPNs, Antivirus and Mobile devices, SCCM. Information System Analyst
US Army-Fort Cavazos, TX
January 2009 to January 2014
· - Designated as the COMSEC Custodian to coordinate with high echelon to make sure missions, unit coordinator and SOP are up to standards. Conduct over 200 COMSEC inspections with different units.
· - Coordinate with DISN Video Teleconference and other units to make sure VTC is scheduled and up and running. Setup secure and non-secure VTC, calls, and meetings
· - Installed over 500 software downloads on user's equipment. Troubleshooting and fixing over 400 trouble tickets on a daily basis to include setting up a tactical operational center (TOC) Provide technical support for over 400 users and maintained accounts.
· - Images over 400 computers to NIPR, SIPR, and CENTRIX. Installed all updated software and joined the domain for operation missions.
· - Worked email boxed for Secure Internet Protocol, Non-Secure Internet Information System Analyst
US Army-Fort Eustis, VA
April 2004 to December 2009
· Mentored and managed personnel in COMSEC with month to month destruction, paperwork, safes, and EKMS system. Made more than 2000 network cables and ran over 3000 feet of cables during missions, and exercises.
· Worked with numerous of units and companies with setting up and installing, and giving classes on Single Channel Ground Airborne Radio System (SINCGARS) Communications Security Manager
Deployment-Arifjan Kuwait
September 2005 to October 2006
Telecommunication Operator Maintainer
US Army-Arifjan, Kuwait
September 2004 to September 2005
Setup GBS Satellite, Schedule and maintain VTC's Install more than 200 software on more than 400 computers. Maintain and keep accountability of all Laptops, Desktops, Printers, Digital Senders, Phones. Images more than 300 computers to get operations up and going along with keeping a tracker of all equipment.
· Rebuild a diagram of every work building and present it in briefs. COMSEC
. Telecommunication Operator Maintainer
US ARMY-Camp Humphery, Korea
May 2003 to May 2004
· Performed all tasks, duties, and accountability on COMSEC equipment. Accountable for TS and Secret safes. KG 175D, KG 250, Tack lane, Fast lane, KIV7, KIV7M's, SKL, KOI 18, JNN, Juniper, KG184, ANCD, GBS satellites. COMSEC Account Holder/Custodian for one of the biggest accounts in theater.
· Handle and carry out missions for different sites, organizations, and leads in theater. Requisitioned, received, stored, issued and accounted for COMSEC equipment and associated keying material.
· Interpret policies, procedures, and publications as applicable to tactical and strategic telecommunication and message switch centers.
· Worked and managed over 600 users who had SIPR, NIPR and CENTRIX accounts. Help and maintain day to day trouble tickets, daily maintenance services on Cisco routers 2550, 2580.KG 184, and Patch panels for all circuits.
· Maintained daily updates on all required equipment. Load up COMSEC on a daily basis to keep Comm.'s up and running.
· Setup more than 200 VOIPS, 400 computers, maintain SIPR, NIPR, and CENTRIX helpdesk with troubleshooting, operating, maintain, and installing software on computers, and equipment in a tactical operations center/ network operation center.
Telecommunication Operator Maintainer
Custodian, Army Special Intelligence Communication Center-Yongsan Korea. April 2003 to April 2004
US Army Yongsan,
Korea Managed and coordinated personnel for the intelligence communication center.
· Provided customer support in the tracking of intelligence products and dissemination. Served as a communication link between analyst and intelligence product. Responsible for user access, training, system upgrades and tempest vulnerability.
· Perform Daily use of extensive cryptographic equipment for security awareness and utilized system on a closed network, providing intelligence support to our commanders and decision-making.
·
COMSEC Manager
United States Army-Fort Eisenhower, GA
November 2002 to April 2003
Installed, operated, and performed maintenance in Special Intelligence Telecommunications Centers and Strategic Special
Intelligence Telecommunications Facilities.
· Operated and installed automated message switches and strategic telecommunications centers using system command consoles, computer terminals, processors, magnetic tape units, disk packs, tape readers, visual display units, facsimile, and associated COMSEC devices and Processed message traffic. Installed, operated and performed strapping/restriping, PMCS and maintenance on COMSEC devices.
· Performed Battlefield Information Services (BIS), consisting of printing services, publications management, files and forms management, reproduction services, Freedom of Information Act (FOIA)/ Privacy Act (PA), Unit
Distribution/Official Mail, correspondence management, classified document control, and messenger service within the ISSO. Operated and performed
· Preventive Maintenance Checks and Services (PMCS) on assigned communications equipment, vehicles, and generators. Requisitioned, received, stored, issued, and accounted for COMSEC equipment and associated keying material.
· Interprets publications, policies, and procedures as applicable to tactical and strategic telecommunications and message switching center operations. Performed off-line message recovery and tracer actions. Corrected message and circuit continuity discrepancies. Coordinated with system operators and controllers to resolve system and circuit difficulties. Supervised the operation of computer terminal devices, maintained files and records, composed and edited correspondence and documents as well as generated reports for the ISSO.
· Set up and maintained logs, rosters, status boards, charts, graphs, view graphs, and performed messenger supervisory duties required by information service support. Prepared reports, records, and analysis pertaining to telecommunications operations. Ordered operating supplies and spare parts.
·
Telecommunication Operator Maintainer
US Army-Fort Eisenhower, GA
November 2002 to December 2002
· Plans, supervises, coordinates, and provides technical assistance for the installation, operation, systems analyst functions, unit level maintenance, and management of multi- functional/ multi-user information processing systems in mobile and fixed facilities. *
· Participates in development of the continuity of operations plan (COOP), information systems plans
(ISP), information management plan (IMP), and information management master plan (IMMP). Conducts quality assurance of ADPE operations.
· Controls production operations in support of command or agency priorities. Develops and enforces policy and procedures for facility management. Develops, directs, and supervises training programs to ensure soldier proficiency and career development.
· Organizes work schedules and ensures compliance with directives and policies on operations security OPSEC), signal security (SIGSEC), communications security
(COMSEC), and physical security. Writes unit or facility standing operating procedures (SOP). Arranges higher level or contractor support maintenance for assigned equipment. Prepares or supervises the preparation of technical studies, evaluations, reports, correspondence, and records pertaining to information system operations.
· Directs high level programming projects. Briefs staff and operations personnel Education
Nursing (Nursing Degree)
Dallas Career Institute
2018
High School Diploma
Standford Christian Academy Semms
2002
Skills
• IT support
• DNS
• Network Support
• Active Directory
• WAN
• Help Desk
• VoIP
• IT help desk implementation
• Customer service
• Computer Networking
• Microsoft Windows
• Windows Remote Desktop
• Project leadership
• Microsoft Word
• Mobile devices
• Help desk support experience
• Android
• Microsoft Outlook
• Organizational skills
• Adobe Acrobat
• Care plans
• Technical Support
• Printer (troubleshooting support)
• Windows support
• Citrix
• SharePoint
• System Administration
• ServiceNow
• Authentication
• Desktop support
• Software troubleshooting
• Microsoft Exchange
• Remedy
• VMWare
• Troubleshooting
• SCCM
• Windows
• Google Suite
• Computer hardware
• PowerShell
• LAN
• VPN
• Equipment troubleshooting
• IT
• Vital signs
• iOS
• Google Docs
• Operating Systems
•
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