DANNY LANKFORD
San Antonio,TX
Summary
IT support professional handling desktop troubleshooting, hardware installation, and network support for government users. Diagnoses software and device issues, resolves 50+ tickets per month, performs preventive maintenance, and installs 25+ devices per month while coordinating equipment relocation to keep operations running. Delivers user training for 15+ users per quarter and ticket resolution that fit the demands of an IT Support Specialist role.
Overview
3
3
Certifications
26
26
years of professional experience
Work History
Logistic Management Specialist - STAMIS Analyst/SASMO
HQ USARSOUTH
05.2010 - Current
- Resolve [number] STAMIS incidents per week through system administration, troubleshooting, and ticket resolution.
- Administer the HQ US Army South GCSS-Army network while analyzing, troubleshooting, and repairing STAMIS operating system software.
- Deploy STAMIS software change packages, interim change packages, security updates, and IAVA patches in line with approved versions.
- Support functional users with STAMIS guidance, user training, and Microsoft Office briefings on material management and logistics automation.
- Conduct staff visits across the SOUTHCOM area to resolve logistics automation gaps and coordinate sustainment support with local SASMOs.
- Train managers to interpret STAMIS reports, and develop logistics automation policies, procedures, and recommended guidance changes.
IT FIELD TECHNICIAN
AVAYA GOVERNMENT SOLUTIONS Inc
10.2008 - 05.2010
- Reduced incident resolution time by [number]% through faster diagnostics and escalation for Army-South support staff.
- Provided technical troubleshooting for USARO IT personnel, resolving hardware and software issues with clear user communication.
- Delivered formal and informal training so users understood system relationships and operated systems with minimal disruption.
- Diagnosed computer malfunctions and investigated equipment issues to isolate root causes across hardware and software environments.
- Executed preventive maintenance on network components and desktop PCs, then managed equipment relocation and installation for coordinated support.
- Implemented customer support plans, coordinated leads and resources, and worked independently or as a team lead to select appropriate services.
IT HELPDESK TECHNICIAN
NORTEL NETWORK CORP
09.2007 - 09.2008
- Triage customer trouble tickets, resolve desktop and network issues, and escalate unresolved cases to Tier Two Lead or Supervisory IT Specialists.
- Manage all NIPRNET and SIPRNET issues while assigned to the Fort Sam Houston 24/7 Help Desk.
- Use Tivoli service center and Active Directory to support assigned users across the Ft. Sam Houston network.
- Perform preventive maintenance on customer desktop computers during non-core hours and deploy patches and updates.
- Install Information Assurance Vulnerabilities (IAVs) patches to keep systems current and compliant.
CLIENT SUPPORT ADMINISTRATION
UNITED STATES AIR FORCE
02.2001 - 05.2007
- Configured, maintained, and troubleshot over 200 information systems across client/server environments.
- Performed backup and restoration of hard drives to protect data availability and recovery readiness.
- Managed passwords and privileges to enforce physical and computer security across assigned systems.
- Provided software support for office automation applications sourced from Air Force Infrastructure support contracts.
- Installed mandated technical compliance security patches to keep systems current with Base Network Operating Center requirements.
- Verified file integrity and supported Video-Teleconference Suite administration, network and computer repair, and hardware configuration.
- Supported daily client server administration tasks while maintaining stable system operations and user access.
Education
Associate of Science - Information Management
COMMUNITY COLLEGE OF THE AIR FORCE
San Antonio, Texas01-2003
Skills
- Active Directory
- Microsoft Office
- System administration
- Patch management
- Computer repair
- Group Policy management
- Ticket resolution
- Help desk support
- Incident triage
- Remote desktop support
- User training
- ServiceNow ticketing
- Network troubleshooting
- Account provisioning
- Backup and restoration
- Hardware imaging
- Asset tracking
- PC imaging & deployment
- Network printer support
Certification
Network+ Certified Professional
Personal Information
Title: Information Technology Technician
Timeline
Logistic Management Specialist - STAMIS Analyst/SASMO
HQ USARSOUTH
05.2010 - Current
IT FIELD TECHNICIAN
AVAYA GOVERNMENT SOLUTIONS Inc
10.2008 - 05.2010
IT HELPDESK TECHNICIAN
NORTEL NETWORK CORP
09.2007 - 09.2008
CLIENT SUPPORT ADMINISTRATION
UNITED STATES AIR FORCE
02.2001 - 05.2007
Associate of Science - Information Management
COMMUNITY COLLEGE OF THE AIR FORCE