PAUL KELTON
Fort Washington,MD
Summary
Dedicated IT professional with extensive experience in technical support and incident management. Skilled in Windows Server 2012/2016 and Office 365 administration, consistently achieving high customer satisfaction through effective communication and proactive monitoring.
Overview
12
12
years of professional experience
Work History
NOC Analyst
Procureteq
Alexandria
02.2023 - Current
- Proactively monitor customer network, servers, applications, and components to identify and respond to degradation or outages
- Triage alerts with monitoring tools such as Aternity, SCOM, Splunk to isolate and mitigate disruptions
- Maintain detailed documentation of each incident including cause, actions taken, lessons learned
- Communicate with customers to provide status updates and meet or exceed 95 percent uptime service level agreements
Requirements Manager
LEIDOS
Pentagon
10.2018 - 10.2025
- Facilitated special projects with Air Force customers, ensuring delivery of high-quality solutions aligned with end-user requirements
- Conducted regular engagement sessions with mission partners, updating on delivery schedules and key functionalities across applications
- Define and manage the requirements processes to be used in ITS from initial requirements gathering through final production acceptance
- Coordinated with multiple teams to support maintenance of established timelines
Technical Support Engineer
ASD
Pentagon
02.2014 - 10.2018
- Delivered technical support to joint staff, achieving 97 percent customer satisfaction rate.
- Administered Office 365 for on-site and remote end users, improving user access and collaboration.
- Created and configured VPN accounts for over 5,000 end users, facilitating secure remote connectivity.
- Utilized Remedy ticketing and ServiceNow software to monitor and resolve service level agreements.
- Provided technical training for new employees, streamlining onboarding process and enhancing readiness.
Education
High School Diploma -
Hoke County High
Raeford, NCBusiness Administration And Management
Fayetteville State University
Fayetteville, North Carolina, NCSkills
- Incident management
- ITIL framework
- Active Directory management
- System Center Configuration Manager (SCCM)
- Microsoft Deployment Toolkit (MDT)
- System Center Operations Manager (SCOM)
- Windows Server 2012 and 2016
- Windows 10 and 11
- Office 365 administration
- Technical support services
- Virtual Desktop Infrastructure (VDI)
- Network monitoring tools
- Web troubleshooting
- Mac OS support
- DOS command line
- System administration practices
Certifications Security Clearance
- Secret Clearance
- A+ Certified
- Network +
- Security +
- Microsoft Certified Professional
- Microsoft Certified Technology Specialist
- ITILv3 Certified
Timeline
NOC Analyst
Procureteq
02.2023 - Current
Requirements Manager
LEIDOS
10.2018 - 10.2025
Technical Support Engineer
ASD
02.2014 - 10.2018
High School Diploma -
Hoke County High
Business Administration And Management
Fayetteville State University