Keith L. Carey Jr.
Washington ,DC
Summary
TS/SCI-cleared IT professional with 5+ years of experience supporting secure federal environments including DARPA, the Executive Office of the President, and the Department of State. Specializes in enterprise macOS administration, JAMF Pro device management, and secure endpoint deployment within DoD environments. Proven ability to support high-visibility VIP clients, manage Apple device lifecycles, and maintain compliance with strict federal security standards.
Overview
14
14
years of professional experience
1
1
Certification
Work History
VIP Mac Technician (Active TS/SCI Clearance)
Defense Advanced Research Projects Agency
Arlington, VA
01.2022 - Current
- Provides program support for Information Technology (IT) services to include reconfiguration, installation, and desktop remote services.
- Responsible for performing a broad spectrum of activities in engineering, developing, and deploying solutions.
- Analyze and perform repairs to Mac systems and operating issues.
- Install, configure, and fix Mac OS in accordance with US Government/DoD environment.
- Evaluate and identify system problems and suggest suitable solutions.
- Provides critical support as a macOS technician providing technical assistance in using commercial macOS software applications as well.
- Perform diagnostic tests for root cause analysis, risk identification, cyber-attacks eliminating viruses and risk mitigation.
- Administration and software distribution with JAMF Pro.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
Systems Technician (Active TS/SCI Clearance, Yankee White)
Executive office of the President (WHCA)
Washington, DC
01.2021 - 01.2022
- Provides program support for Information Technology (IT) services to include reconfiguration, installation, and desktop remote services.
- Provides IT support services to over 3,000 employees of a highly visible federal agency and associate DoD agencies; ensures effective coordination and resolution of IT customer support issues.
- Manages account management and training for new account devices while coordinating with multiple stakeholders to achieve a single outcome.
- Helps teams strike a balance between digital and human interaction to build credibility based on meeting established expectations and providing relevant and timely information through information technology.
- Provides Tier 1-2 technician guidance responding to Service Desk tickets, documenting and tracking customer incidents and requests via industry ticketing management systems (Jira, Service Now), updating troubleshooting and resolution efforts.
- Configures and installs desktops and laptop computers following standard procedures, isolates and resolves issues with customers workstations, answers user questions about hardware and software.
- Acting as escalation point for troubleshooting advanced network/systems issues affecting systems utilizing Active Directory, Exchange, AirWatch and proprietary tools.
- Collaborates with agency hardware and software escalation teams.
IT Support 1 (Top Secret Clearance)
Department of State
Washington, DC
01.2018 - 01.2021
- Manage and resolve customer incidents and questions expediently while providing a high-quality customer experience, ensuring that our customer satisfaction and support level commitments are met and exceeded.
- Identify issues with high customer impact and escalate them appropriately with Engineering, Product, and Community.
- Distributed system concepts from experience with systems such as PostgreSQL, Cassandra, Couchbase, Kafka, Elasticsearch, Redis, etc.
IT Help Technician
North Carolina A&T State Technology Center
Greensboro
01.2015 - 01.2017
- Facilitated industrial maintenance, troubleshot student service issues, library appliances, replaced parts and performed predictive and preventive maintenance.
- Used knowledge of plumbing, brazing to trouble-shoot production problems
- Worked in accordance with quality, safety, and sanitation standards, policies and guidelines.
Help Desk Analyst
Nike, Incorporated
01.2012 - 2015
- Delivered exceptional customer service to end-users by providing technical support related to Microsoft Products such as MS Office, Windows Operating Systems and other Microsoft applications, iPads, iPhones, Android devices and Tablets.
- Logged and tracked calls using a call tracking system and maintain history records and related problem documentation Design and create test plans and scripts to address business and technical use.
- Facilitated communications as necessary, including making external calls, setting up conference calls, and providing information to relevant parties answering, evaluating, and prioritizing issues arising from voice mail, email, and web requests for assistance from users.
- Monitored and escalated severe issues following escalation process, ensuring service level agreements are met, creating/maintaining user accounts, resetting passwords, creating groups etc.
Education
Bachelor of Science -
North Carolina A&T State University
Greensboro, NC12-2019
Skills
- Microsoft Azure
- PowerShell/Terminal
- Network Administrator
- VPN Visualization and OSI Model
- JIRA Expert
- OKTA
- Microsoft exchange
- JAMF Pro Associate
- Active Directory
- Endpoint Security
- Quality control
- RDP "Remote Desktop Protocol"
- Azure "Intune"
- JAMF Certified Tech 200 Course
Certification
- SecurityX
- JAMF Associate
Timeline
VIP Mac Technician (Active TS/SCI Clearance)
Defense Advanced Research Projects Agency
01.2022 - Current
Systems Technician (Active TS/SCI Clearance, Yankee White)
Executive office of the President (WHCA)
01.2021 - 01.2022
IT Support 1 (Top Secret Clearance)
Department of State
01.2018 - 01.2021
IT Help Technician
North Carolina A&T State Technology Center
01.2015 - 01.2017
Help Desk Analyst
Nike, Incorporated
01.2012 - 2015
Bachelor of Science -
North Carolina A&T State University