Kellie Robertson
Laurel ,MD
Summary
Self-motivated business professional with 10+ years of broad experience implementing a variety of programs contributing towards organizational development and productivity. Proven experience in administration, customer service, and disaster response in a federal operations center. Exceptional interpersonal and communication skills. Seeking new opportunities with a fast growth company.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Tier II Network Technician
SAIC
Washington, D.C.
09.2022 - 09.2026
- Diagnose and analyze device logs, connectivity faults and OS synchronization errors.
- Perform root cause analysis and develop corrective actions that minimize operational impact
- Manage user accounts in Active Directory environment
- Research technology updates and provide recommendations to customers and colleagues as needed
- Maintain inventory of hardware assets to include different types of video teleconferencing equipment
- Provide operations and maintenance support for desktops, cellular devices, and other mobile computing under the virtual network
- Utilize systems and tools such as Intune to carry out enrollments, provisioning, tracking, and decommissioning of mobile devices
- Assist end users in operating smart cards, readers, certificates, and other PKI equipment and software needed to access customer accounts
- Execute remote wiping for lost/stolen devices, and monitor compliance dashboards to prevent unauthorized app installations or compromised hardware
- Collaborate closely with customers, engineers, system administrators, and management to resolve incident(s) via verbal and written communications while providing regular updates until incident(s) are resolved
Watch Supervisor
SAIC
Washington, D.C.
05.2017 - 09.2022
- Create and post daily shift logs
- Provide mission support for NTSB Go-Team investigations and operations
- Gather and analyze intelligence from multiple sources
- Rapidly triage and disseminate information to NTSB investigators and policy makers, providing situational awareness
- Assist with operating and managing the watch floor of a twenty-four-hour federal level operations center located in a sensitive compartmented information facility
- Set up bridge/conference calls for complex maintenance activities and critical outages
- Create, route, update and close incident and service request tickets
- Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts and/or resetting passwords
- Carry out responsibilities independently and as part of a team environment
- Successfully train staff in all office systems and databases, policies and procedures while minimizing errors and generating superior results
- Training in Call Center and Help Desk computer systems
Service Representative
Mercedes Benz Of Silver Spring
Silver Spring, MD
08.2011 - 05.2015
- Provided clerical and secretarial assistance to departments as needed
- Performed administrative tasks such as filing, faxing reports, photocopying collateral, and scanning documents for inter-departmental use
- Fulfilled customer service duties by identifying needs, managing complex situations, and resolving problems to maximize sufficiency
- Prepared repair order packets for client reviews of fees/service
Education
Associate of Applied Science - Aviation (Air Traffic Control)
The Community College of Baltimore County
Catonsville, MD05-2015
Skills
Core Skills
- Great communication
- Strong attention to detail
- Creative problem solving
- Excellent customer service
- Strategic disaster recovery
- Effective team collaboration
- Knowledge of AWS Fundamentals
- Competent in Microsoft Office Suite (M365)
- Proficient with enterprise MDM/UEM consoles
- Exceptional organization and time-management
- Understanding of cloud platforms and network protocols
- Technical Tools
- Veoci
- Remedy
- WebEOC
- ServiceNow
- HEAT Software
- Citrix Workspace
- Hardware/Software Configuration
- Microsoft Azure, Entra ID, Intune
- Rave Mobile Safety Notification software
Professional References
- Jennifer Wade, Mobile Operations Manager, Department of State, 2025 E St NW, Washington, DC 20006, jennifer.a.wade@saic.com
- Randy Ransom, Deputy Mobile Operations Manager, Department of State, 2025 E St NW, Washington, DC 20006, 240-308-1203, ransom1187@gmail.com
- Christopher Mason, Watch Supervisor, National Transportation Safety Board, 490 L'Enfant Plaza, SW, Washington, D.C., 202-294-6589, chrismason734@gmail.com
- Brandon Fisher, Account Production Manager, LSG Sky Chefs, 2401 Smith Blvd, Arlington, VA, 22202, 240-468-0345, branfishe72@gmail.com
Security Clearance
Active Secret DOS, 09/2022
CV Completed, 03/2026
Certification
- Currently Pursuing CompTia Network+ Certification
Timeline
Tier II Network Technician
SAIC
09.2022 - 09.2026
Watch Supervisor
SAIC
05.2017 - 09.2022
Service Representative
Mercedes Benz Of Silver Spring
08.2011 - 05.2015
Associate of Applied Science - Aviation (Air Traffic Control)
The Community College of Baltimore County