Karen Melek

Systems administrator and operations specialist supporting mission-critical infrastructure across identity and access management, data center operations, enterprise printer infrastructure, CMDB/CI compliance, and cross-team IT operations. Strong foundation in Windows administration, networking/VPN support, Azure, VMware, and user support, with a track record of resolving issues quickly and accurately.

Infrastructure & Identity Systems Administrator - Federal Energy Regulatory Commission (Core IT) — Contractor - Virginia

(2025-11)

• Perform daily data center/closet walkthroughs and document HVAC, UPS alarms, temperature, smoke/water, and rack error conditions.
• Remediate CI discrepancies to improve CMDB data quality and collaborate in bi-weekly review sessions.
• Process ServiceNow account creation/disablement and naming validation; perform VIP authentication resets.
• Support an enterprise Xerox fleet of ~160+ devices through configuration, cloning, firmware/software updates, troubleshooting, tagging, and labeling.
• Provide cross-team support with Networking, Active Directory, Storage, and VOIP teams while aligning work with CAB guidance.
• Troubleshoot endpoint and browser compatibility issues, including Edge IE mode versus Chrome.

Senior T3 Service Desk Analyst - CACI – CISA - Arlington, VA

(2025-08 - 2025-11)

• Supervised 8–12 Service Desk analysts supporting 8,000+ users while maintaining a personal ticket workload.
• Delivered weekly call and ticket evaluations to improve quality and resolution speed.
• Monitored performance using ThousandEyes, AVD, Meraki, and AppDynamics.
• Managed user access through Okta while enforcing SSO/MFA policies.

T2 Service Desk Analyst - CACI – CISA - Arlington, VA

(2025-03 - 2025-09)

• Supported MOE, CISANet, and LAN-A in a 24/7 mission environment with proactive monitoring.
• Managed Azure and Active Directory accounts and configurations.
• Provided Tier 2 troubleshooting for network/VPN, mobile devices, account lifecycle, and Microsoft 365.

IT Support Specialist - Teleperformance

(2023-06 - 2025-03)

• Provided real-time inbound technical support with consistent user engagement.
• Performed front-end and back-end diagnostics for hardware, software, account, and network issues.
• Managed accounts, software installations, system configurations, and network setup.
• Authored technical guides, supported upgrades, and monitored performance and security signals.

Software Development Support Intern - NextGen Federal Systems

(2023-06 - 2024-04)

• Assisted with coding, testing, debugging, and validation.
• Collaborated with teams to identify, reproduce, and resolve code issues.
• Created and maintained technical documentation and supported deployments, version control, and performance monitoring.

IT System Administrator - Metro Steel Inc.

(2018-05 - 2023-06)

• Delivered desk-side support to maintain operational continuity.
• Installed, configured, and maintained applications and operating systems.
• Performed computer imaging, setup, and deployment preparation.
• Managed user accounts and permissions and troubleshot connectivity, device failures, and access issues.

Tutor - Self Employed

(2014-02 - 2023-08)

• Provided individualized tutoring in core subjects including Math, English, Science, and Social Studies for students in grades K–9.
• Delivered engaging lessons in beginner to intermediate computer skills, including typing, Microsoft Office, Google Workspace, and online research.
• Created customized lesson plans aligned with school curriculum and student goals.

Bachelor of Science - Computer Science - Virginia Commonwealth University

Associate of Science - Computer Science - Northern Virginia Community College