Katelin Drakes
San Antonio
Summary
Network Administrator with expertise in instillation, sustainment, and troubleshooting of LAN and WAN network environments. Seven years of experience in the IT networking field. Extensive knowledge in the operation of IP data networks, securing network devices, and troubleshooting. Efficient at working independently or as part of supportive team. Established aptitude in project management skillset and technical communication.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Network Administrator
Aleut Federal
02.2024 - Current
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Monitored network performance and availability using network management tools (SolarWinds), responding to alerts and resolving issues promptly.
- Provided network support to users, addressing connectivity issues and ensuring reliable network access through ticketing services such as ServiceNow and CIPS.
- Provided remote assistance to include network configuration, troubleshooting, sub-netting, and circuit validation.
- Maintained accurate and up-to-date documentation of network configurations, topologies, and processes.
- Configured VLANs, firewalls, switches, routers, and other networking technologies.
- Performed regular preventive maintenance on network devices to ensure their proper functioning and longevity.
- Managed inventory of network hardware and software, ensuring proper tracking and maintenance.
- Supported Cisco Unified Communications suite of technologies to include VoIPs and VTCs.
Quality Assurance Evaluator
USAF
11.2021 - Current
- Oversaw squadron training standardization through personnel skill level evaluations
- Conducted periodic inspections of system installations and repair activities and provided trend analysis reports
- Directed the Continuous Process Improvement program by broadening unit capabilities for eliminating fraud waste and abuse
- Coordinated a maintenance schedule for a Top-Secret network identified discrepancies and enforced standards.
Enterprise Service Desk Technician
Aleut Federal
12.2023 - 02.2024
- Delivered Tier 1, Service Desk Level I support consisting of Creating tickets, performing initial troubleshooting, and documenting the steps taken to resolve an incident.
- Provided basic knowledge and support on Microsoft operating system and common applications such as Office; diagnosed and resolved client level issues and knowledge of networking principles, hardware components and exchange, and use of common ITSM and ITIL service support tools.
- Tracked assigned and created tickets through resolution in ServiceNow.
- Identified and resolved computer system malfunctions and operational problems.
- Contributed to Knowledge Base (KB) articles after incidents were resolved.
- Contributed data and reporting to monthly metrics on service tickets.
- Provided customer satisfaction surveys when incidents were resolved.
- Identified and contributed to the resolution of recurring incidents and coordinated escalation with higher Tier support levels when ticketed incidents exceeded service desk capabilities to resolve.
- Monitored, complied with and contributed to Standard Operating Procedures (SOP) documentation.
- Create user accounts using enterprise tools such as DRA (NetIQ).
- Provisioned Jabber accounts and VOIPs through Akkadian Provisioning Manager.
- Booked AF gateways for VTC Bridging.
Network Administrator
RTL Networks
07.2023 - 12.2023
- Installed, configured and supported local area network (LAN) and wide area network (WAN)
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Provided network support to users, addressing connectivity issues and ensuring reliable network access through ticketing services such as ServiceNow and CIPS.
- Configured Cisco network devices such as routers, switches, and access points to ensure optimal performance and security.
- Monitored network performance and availability using network management tools (SolarWinds), responding to alerts and resolving issues promptly.
- Enhanced network security through installation, monitoring, and maintenance of STIGS.
- Consulted with project management to determine scope and priorities of projects and to discuss system capacity and equipment acquisitions.
- Maintained accurate and up-to-date documentation of network configurations, topologies, and processes.
- Performed regular preventive maintenance on network devices to ensure their proper functioning and longevity.
Network Systems Operator
USAF
07.2017 - 07.2023
- Performed configuration and troubleshooting of Cisco routing and switching platforms
- Removed, repaired and replaced assemblies and subassemblies to optimally sustain voice, data and video networks
- Implemented cable management according to latest standards
- Provided complete end-to-end engineering and installation of route-based IP network solutions
- Created/configured VLANs for Layer 2 VTP implementations
- Managed and motivated project teams to promote collaboration and keep members on-task and productive
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Implemented software upgrades to keep systems up-to-date and maintain optimal performance levels.
- Managed data backup procedures, ensuring business continuity in the event of data loss.
- Reduced downtime by conducting regular system maintenance and updates.
- Developed training materials for staff members, promoting best practices in system usage and troubleshooting techniques.
- Conducted periodic inspections of system installations and repair activities and provided trend analysis reports.
- Directed the Continuous Process Improvement program by broadening unit capabilities for eliminating fraud waste and abuse.
- Coordinated a maintenance schedule for a Top-Secret network identified discrepancies and enforced standards.
Education
Bachelor of Business Administration, Management -
University of Arkansas at Little Rock
Little Rock, AR09.2024
Associates of Applied Science, Information System Technology -
Community College of the Air Force
Montgomery, AL04.2020
Skills
- Switching/Routing Protocol Expertise
- Subnetting
- Network Security
- Network Repair and Maintenance
- Cisco VoIP Call Manager Familiarity
- SolarWinds Expertise
- ServiceNow Expertise
- NetIQ Directory and Resource Administrator tool (DRA) Familiarity
- Akkadian Provisioning Manager Familiarity
- Fostering Continuous Process Improvement
- Network Management
- Project Coordination
- Organized and Detail-oriented
- Team Oversight
- Conflict Resolution
- Excellent Problem-solving Abilities
- Customer Service
Certification
- CompTIA Security+
- CCNA
- Six Sigma Green Belt
- Active TS/SCI Security Clearance
Timeline
Network Administrator
Aleut Federal
02.2024 - Current
Enterprise Service Desk Technician
Aleut Federal
12.2023 - 02.2024
Network Administrator
RTL Networks
07.2023 - 12.2023
Quality Assurance Evaluator
USAF
11.2021 - Current
Network Systems Operator
USAF
07.2017 - 07.2023
Bachelor of Business Administration, Management -
University of Arkansas at Little Rock
Associates of Applied Science, Information System Technology -
Community College of the Air Force
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