Kelvin R.

Experience

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  EFC Systems

  May 2006 - Dec 2009

  Student Technician/IT Specialist

  - Experience/Duties• Oversee the daily performance of computer systems• Set up equipment• Install and perform minor repairs• Ghost workstations• Install OS systems- ProjectsTasks for change Jones School Law Building from multi-mode to single mode fiber. Project included but was not limited to setting up V-LANS and preparing routers.

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  Abacus Solutions

  May 2011 - May 2012

  System Administrator

  - Provide prompt and courteous Customer Service. Provide end-user, Client Support Administrator (CSA) and Network Computer Center (NCC) phone support for the Air Force. - Implemented Active Directory and Remedy 7.6 Trouble Ticket System (ITSM) to assist the Air Force customers worldwide. Remotely diagnoses and troubleshoots client workstations using Remote Desktop or Similar applications.- Remote into customer’s workstations to install printers, install software and patches, update Anti-Virus software, map share drives; create/delete customer’s profiles. - Demonstrated versatility by Multitasking, working well, assisting the customers by answering high phone call volume and responding to emails, troubleshooting, and communicating effectively with internal staff in a fast-paced competitive environment under minimum supervision. - Assist customers with Microsoft Office issues, and helped resolved the customers software and hardware problems.- Sharp troubleshooting skills in a corporate network environment to include Hardware/Software maintenance skills, Microsoft Office/Windows 2000/XP/Vista and Windows 7 operating system knowledge. - Update customer accounts in accordance to the Standard Operating Procedures (SOP).- Created, deleted, modified all users and group accounts usingActive Directory and Resource Administrator (DRA).- Assist with base migration issues to minimize downtime for the customers, streamline ticket routing processes, improve ticket documentation and ticket resolution to enhance the efficiency and effectiveness impacting the overall goal for the USAF AFNet OPS.- Positions/Promotions• Level I Helpdesk/Network Support Technician – July 5, 2011• Level I Helpdesk/Network Support Technician of the Month for November• Level II Helpdesk/Network Support Technician – December 1, 2011• Level II Advance Helpdesk/Network Support Technician – March 1, 2012 Show less

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  ITT Exelis

  May 2012 - Jan 2013

  Information Technology System Administrator

  1. Operate, maintain and upgrade all ASG-KU Automation Data Processing Equipment (ADPE), currently consisting of approximately servers, PC systems (CPU, monitor, keyboard, mouse), laptops, printers, DSN phones, and small peripheral items (KVM switches, CAC readers, etc).2. Install new versions, updates, service packs, or replacement parts for all supported ASG-KU equipment.3. Disassemble, inspect, repair, test, and repair PC systems and printers to motherboard or control board level.4. Create, modify, and maintain computer naming conventions/user profile privileges within Active Directory5. Add/Remove newly created/blocked ASG Domain hosts to appropriate V-Lan via NetManager Show less

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  Apex Systems

  May 2013 - Aug 2013

  System Administrator

  • Incident recording with ITSM• Routing requests to resolution groups when incidents are not resolved during initial support.• Initial support and classification.• Monitoring the status and progress toward a resolution of all open incidents.• Keeping affected users informed about progress.• Escalating the process if necessary.• Resolution and recovery of incidents not assigned to resolution groups.• Resolution confirmation and closure of incidents.• Detecting potential trends and liaising with problem management where applicable Show less

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  Parsons Corporation

  Aug 2013 - Feb 2014

  NSD Journeyman Technician

  • Provided support to customers with navigating and troubleshooting NexGen application • Responded and diagnosed problems through interaction with customers within defined service levels. • Tested NexGen application thru various test scripts and recorded results in HP Quality Center.

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  CACI International Inc

  Sept 2014 - Jul 2016

  Proprietary System Specialist 3

  • Maintain file servers, network access; documents and analyzes system anomalies to ensure optimum equipment performance. • Troubleshoots determine problems for customer specific operating systems and applications.• Defines and classifies level, priority and nature of problem, request and/or issue. • If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team. • Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction. • Must possess technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites. • Requires experience and knowledge of installation, configuration, and troubleshooting of computers. • Requires strong communication and excellent customer service skills. • Role may be considered mission critical. Show less

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  Alabama Law Enforcement Agency

  Mar 2018 - Sept 2019

  IT Support Technician
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  McCall Communications LLC

  Sept 2019 - Feb 2020

  System Engineer
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  PGTEK

  Feb 2020 - Sept 2020

  Information Technology Service Management Specialist
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  BigBear.ai

  Sept 2020 - Apr 2022

  System Engineer
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  Oasis Systems LLC

  Apr 2022 - now

  Senior System Engineer