Kelleye Miller

Provided Tier III enterprise IT support for USMC network activity reserves, handling Windows escalation, troubleshooting, and service restoration. Supported mission capability by resolving LAN/BAN connectivity, availability, and system issues. Managed escalated tickets with documentation, updates, escalation, and closure, and coordinated equipment/infrastructure changes and reinstallation activities.

Performed 24x7 monitoring of security alerts, feeds, and logs, recording incidents and tracking them through ticketing workflows. Conducted packet-level traffic analysis and network reconstruction to identify anomalies and indicators affecting USCIS networks. Coordinated incident-response actions, produced remedial recommendations and reports, and maintained SOC SOPs used for operations.

Provided Tier II enterprise support for Windows workstation and endpoint issues, including reimaging and configuration. Supported Active Directory and endpoint security agent installation/troubleshooting, and handled Remedy-based incident workflows. Delivered remote technical support, documented resolutions, and escalated complex issues to maintain secure and reliable operations.

Provided remote Tier I managed IT support to business clients, troubleshooting network, VPN, Active Directory, and Microsoft Office and workstation issues. Operated and remediated Fortinet firewall environments by creating and managing incidents and coordinating with customers and internal teams. Diagnosed technical problems, restored functionality when possible, escalated complex cases, and documented troubleshooting and resolution steps.

Handled high-volume Tier I support for USMC users covering network, VPN, Active Directory, Windows, endpoint, and account access issues. Created, documented, resolved, and escalated incidents using service desk workflows. Maintained strong first-call resolution performance and ensured ticket quality through consistent troubleshooting notes and updates.

Supported NIWC/Navy users through a service desk process, handling incident creation, troubleshooting, escalation, and queue routing. Managed customer updates via walk-in, phone, email, and web submissions, coordinating requests across multiple enterprise service queues. Focused on timely routing and resolution support within the Navy IT service environment.

Managed virtual machine resources and configurations, including virtual NICs, virtual disk sizing, and snapshot operations. Supported virtual machine migrations and participated in data center migration activities. Performed VLAN assessment, creation, and remediation, and supported enterprise data protection and backup operations in the virtualization environment.

Monitored distributed hosted and infrastructure systems using network and availability monitoring tools, covering server and connectivity status. Troubleshot routing, maintenance, and port-security related issues, escalating when required and supporting situation reporting through resolution. Managed IT service management requests and operational logs, including backup monitoring and hosted-system availability checks, with focus on VPN tunnel health.