Kellen Brooks Email & Phone Number

Washington Dc-Baltimore Area

• Creating/ disabling user network accounts across all enclaves (NIPR, SIPR, JWICS) using Active Directory.• Creating/ disabling emails and distribution list using outlook exchange server.• Network sys Administrator organize, install and support the organization's computer systems, including moving machine to the right OU and MAC on the right VLAN.• Configures secure and non-secure mobile devices for users (iPhones and DMCC devices).• Troubleshoot network outages with internet or login capabilities utilizing network settings, command prompt, and escalating to the network team if necessary.• Footprints ticketing system queue manager for all workspaces responsible for assigning tasks to individual technicians/teams across the organization• Principle ES staff trainer responsible for drafting training guides and conducting one-on- one hands-on training for new staff.• Monitoring contract SLA following up with technicians ensuring tickets are resolved with the guidelines.• Assists in managing helpdesk assigned tasks, the work schedule, leave, and coverage.• Leads technical projects and deployments to include Windows 10, laptop refresh, and iPhone refresh.• Troubleshoot CAC/certificate errors within Outlook and Internet Explorer.• Serve as Lead VIP support to principal users with residential configurations installing replacement equipment (laptops & network devices) and maintaining proper security patches.• Utilize ITIL best practices to enhance and optimize the services provided to end users• Develop and provide regular Service Desk metrics reports• Manage the implementation of an enterprise knowledge base and knowledge management best practices

United States

Washington D.C. Metro Area

Washington D.C. Metro Area

Washington D.C. Metro Area

• Ability to work alone as an individual contributor, as a technical lead and as a participant in a team environment.• Write functional requirements/specifications documentation.• Perform network troubleshooting to isolate and diagnose common network problems.• Solve complex problems with many variables.• Responsible for Active Directory DNS records updates, changes and deletions.• Responsible for Active Directory User Accounts including changes and new requests.• Responsible for monitoring, resolving, and reporting Anti-Virus and spam occurrences.• Responsible for the Network Operation Ticketing System (Heat by Front Range Solutions)• Responsible/perform DNS records updates, changes and deletions for the Network Operations Center.• Provides managing, monitoring and response for the Enterprise IT Systems through the use of MOM 2005, Zenprise, EM7, HP Insight Manager, CM/IM Management in a 24X7 data center facility.

Washington D.C. Metro Area

• Ability to work alone as an individual contributor, as a technical lead and as a participant in a team environment.• Write functional requirements/specifications documentation.• Perform network troubleshooting to isolate and diagnose common network problems.• Solve complex problems with many variables.• Responsible for Active Directory DNS records updates, changes and deletions.• Responsible for Active Directory User Accounts including changes and new requests.• Responsible for monitoring, resolving, and reporting Anti-Virus and spam occurrences.• Responsible for the Network Operation Ticketing System (Heat by Front Range Solutions)• Responsible/perform DNS records updates, changes and deletions for the Network Operations Center.• Provides managing, monitoring and response for the Enterprise IT Systems through the use of MOM 2005, Zenprise, EM7, HP Insight Manager, CM/IM Management in a 24X7 data center facility.