Chanel McCree
Laurel
Summary
Expert in managing network and computer systems, specializing in troubleshooting, software installation, and IT infrastructure maintenance. Proven ability to enhance operational efficiency through effective problem-solving and system performance optimization. Successful in implementing robust security measures to safeguard data and network access. Achieved significant improvements in system reliability and user satisfaction through strategic planning and communication.
Overview
17
17
years of professional experience
1
1
Certification
Work History
System Administrator/Tier 3 Analyst
Collabera/Leidos/Dept. of Defense
Washington
06.2019 - 03.2025
- Experience with IT Service Management and IT Infrastructure Library in ServiceNow
- Used Incident Management, Change Management, Problem Management, Service Catalog Tasks, ServiceNow Customer Service Portal, and ServiceNow applications for ticketing tracking and escalation of account and exchange server issues
- Worked with the militaries leading surgeons to design and configure ServiceNow Service Catalog for account management requests for IT Leads to submit requests and make it end user friendly
- Created and managed complex and high level SOPs
- Develop MS-SQL queries and procedures, create custom reports, and modify ERP user forms to enhance organizational productivity
- Administer the customer's client-server configuration
- Update to new systems, as well as support current systems by tuning performance, allocating storage space, and implementing critical system patches
- Configure and deploy Windows servers and Windows OS workstations in a network domain environment using SCCM
- Maintain and configure local area networks (LAN) and wide area networks (WAN)
- Install and update server software licensing and Microsoft Exchange servers and firewall systems
- Used Active Directory and LDAP services to manage, create, and suspend accounts
- Provide procurement support to acquire software, software maintenance and hardware (not associated with enterprise software/hardware)
- Demonstrated experience using Linux/Ubuntu and PowerShell
- Provides Tier 3 ticket triage and analysis for the electronic medical records software project supporting Defense Healthcare Management System Modernization (DHMSM)
- IT Asset Manager for Hardware/Software using Sunflower and ServiceNow
- Working with Cerner developers on managing software changes and configuration
- Creating, modifying, and deleting Cerner medical accounts and troubleshooting issues with roles
- Working with Cerner medical application and managing associated applications such as Fetalink, RevCycle, iAccess/Imprivata, HIM, Discern, Nuance, Bridge, PowerChart, and hundreds of others
- Develop, provide, and maintain server and environment and use PowerShell to script routine server administration tasks, such as software updates and user management
- Implementing various Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS) and security solutions using AWS and Azure
- Coding, designing, deploying, and debugging development projects
System Administrator/Quality Assurance Manager
Phacil/Dept. of Commerce
Washington
10.2017 - 06.2019
- Experience with IT Service Management and IT Infrastructure Library in ServiceNow
- Used Incident Management, Change Management, Problem Management, Service Catalog Tasks, ServiceNow Customer Service Portal, and ServiceNow applications for ticketing tracking and escalation of account and exchange server issues
- Worked with the militaries leading surgeons to design and configure ServiceNow Service Catalog for account management requests for Technical Points of contacts to submit user requests for onboarding and off boarding end users
- Created and managed complex SOPs also, using the SOPs as guidance on documenting and proper ticket handling
- Provides customer support by trouble shooting any problems and/or concerns and is responsible for performing all computer maintenance and documenting tickets in ServiceNow
- Customizing ServiceNow for proprietary usage within a Help Desk
- Monitored and managed time using Cisco Call Manager
- Managed migration and deployment for new Windows OS, RSA SecureID and hardware
- Retrieved and managed reports within Cisco Call Manager, Cisco Agent Desktop, and ServiceNow
- Administering and managing user accounts and group policies within Active Directory
- Manages support tickets and ensures that all issues are addressed
- Assist with scheduling and facilitating training programs for software packages used
- Develops and prepares handouts and training material
- Develop MS-SQL queries and procedures, create custom reports, and modify ERP user forms to enhance organizational productivity
- Configured accounts in RSA SecureID and Active Directory
- Imaged desktop & laptops using WINPE Provisioning tools
- IT Asset Manager for Hardware/Software using Sunflower and ServiceNow
Help Desk Team Lead
Dell/Dept. of Transportation
Washington
05.2016 - 09.2017
- Provides customer support by trouble shooting any problems and/or concerns and is responsible for performing all computer maintenance
- Assist with maintaining a complete inventory of all computer equipment and peripherals
- Is responsible for complete configurations of user computers so that it is ready for use as well as upgrades for both software and hardware
- Assigns license numbers to all software/new materials received
- Administering and managing user accounts and group policies within Active Directory
- Provides non-critical desktop support for salary and hourly employees
- Manages support tickets and ensures that all issues are addressed
- Assist with scheduling and facilitating training programs for software packages used
- Develops and prepares handouts and training material
- Configured accounts in RSA SecureID and Active Directory
- Imaged desktop & laptops using WINPE Provisioning tools
- IT Asset Manager for Hardware/Software
Tier 1 Help Desk
HP/ Department of Defense
Alexandria
03.2008 - 05.2016
- Provided IT Infrastructure Support Services to customers
- Redundant customer relationship management (CRM) applications, multiple repositories of information, and inconsistent reporting
- Required to create the Enterprise Service Support Center (ESSC) by effectively combining the existing support functions, and to manage the ESSC to meet the needs of the end users
- Possessed both breadth of knowledge and extensive practical experience in the consolidation and management of an enterprise helpdesk as single support center operating under the Information Technology Infrastructure Library (ITIL) framework
- Conducted a 100% annual inventory reporting to conduct comparison analysis of actual to system stated
- Reported any assets reaching a pre-defined threshold will to accommodate procurement plans and efforts in accordance with CDRL A010-1
- Provided assurance of accountability to support signing of the CIO Letter for Statement of Assurances
- Wrote and prepared reports, documents, and spreadsheets
- Completed user administration tasks within Active Directory and RSA SecureID
- Configure and deploy Windows servers and Windows OS workstations in a network domain environment using SCCM
Education
Bachelor of Computer Science - Information And Computer Systems
UoPeople University
Pasadena, CA01.2026
IT Certificates/Diploma - Information Technology
MyComputerCareer
Raleigh, NC01.2020
GED Certificate - General Studies
DC GED Testing Center
Washington, DC01.2005
Skills
- Lotus Notes
- ServiceNow and BMC Remedy
- McAfee and Symantec products
- Identity and access management
- Cisco Call Manager
- Adobe Creative Suite
- VMware and Oracle
- LANDesk and Bomgar
- Norton antivirus solutions
- MS Office Suite 365
- IBM BigFix and RSA ID
- Cerner and Dentrix applications
- Avaya IP and Intune
- EPIC systems
- Cygwin and mainframe technologies
- Nortel and Cisco communications
- Python and PowerShell programming
- SQL database management
- AWS Connect solutions
Certification
HDI Customer Service, 05/16
Clearances
Government ADP II Public Trust, Obtained, 05/16, active
References
References available upon request.
Timeline
System Administrator/Tier 3 Analyst
Collabera/Leidos/Dept. of Defense
06.2019 - 03.2025
System Administrator/Quality Assurance Manager
Phacil/Dept. of Commerce
10.2017 - 06.2019
Help Desk Team Lead
Dell/Dept. of Transportation
05.2016 - 09.2017
Tier 1 Help Desk
HP/ Department of Defense
03.2008 - 05.2016
Bachelor of Computer Science - Information And Computer Systems
UoPeople University
IT Certificates/Diploma - Information Technology
MyComputerCareer
GED Certificate - General Studies
DC GED Testing Center
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