Summary
Overview
Work History
Education
Skills
Certification
Community Service
Timeline
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Kevin Lackland

Customer Service Admin Support
Rosedale,Maryland

Summary

Versatile Information Technology Consultant with 7 years helping companies optimize IT spending and exploit technical assets. Proponent of macro-level approaches to IT asset management. Skilled at analyzing and enhancing systems, infrastructure and frameworks to accelerate progress toward business goals.

Overview

7
7
years of professional experience
2
2
years of post-secondary education
1
1
Certification

Work History

Customer Service Admin Support

Oracle Corporation
Columbia, MD
12.2018 - Current
  • Surpassed team goals by partnering with colleagues to implement best practices and protocols.
  • Process 16+ help desk requests in an 8 hour work day.
  • Provide level two support to include problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, to resolve issues.
  • Provide guidance and real time resolution for customer issues that include but are not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, and electronic support troubleshooting .
  • Handle open service requests that are dispatched, implementing fixes, (i.e. writing SQL scripts).
  • Analyze hardware and/or software problems and write case notes in the tracking system.
  • Diagnose and resolve problems in response to customer reported incidents.
  • Ensure Help Desk tracking and IT asset Information are accurate.

Technical Support Analyst

Automatic Data Processing, ADP
Owings Mills, MD
09.2016 - 08.2018
  • Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
  • Designed strategic plan for component development practices to support future projects.
  • Processed 30+ help desk requests in an 8 hour weork day.
  • I diagnosed and solved hardware and/or software faults
  • Prioritized and multitasked to manage several open cases and worked diligently to complete assigned tasks and referred to a third party, when necessary.
  • I evaluated the user needs, defined technical problems, and worked with the development staff to determine solutions.
  • I assisted in configuring the computer system with help of various individual components and perform all software installations and perform troubleshooting on all window programs and assist to manage all network components effectively.

Education

Bachelor of Science - Information Technology

Towson University
Towson, MD
08.2013 - 12.2015

Skills

Advanced Analytical Thinking Skills

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Certification

CompTIA A+

Community Service

  • On the Information Technology ministry for a community church in Harford County, MD . I manage the software and layout to present weekly brief slides. to view online.
  • Habitat for Humanity. I volunteered to fix and maintain housing for individuals within the community.
  • Prince of Peace Church. I volunteered to prepare and distribute meals to individuals within the community.

Timeline

CompTIA A+

07-2023

Customer Service Admin Support

Oracle Corporation
12.2018 - Current

Technical Support Analyst

Automatic Data Processing, ADP
09.2016 - 08.2018

Bachelor of Science - Information Technology

Towson University
08.2013 - 12.2015

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Kevin LacklandCustomer Service Admin Support