Kevin Lackland
System Administrator
Rosedale,MD
Summary
Dynamic System Administrator with CACI International, leveraging advanced analytical thinking and strong decision-making skills to enhance IT support and security. Proven track record in optimizing Active Directory and Windows Server environments, while delivering exceptional customer service and training new technicians, resulting in increased operational efficiency.
Active Secret Clearance
Overview
9
9
years of professional experience
3
3
Certifications
Work History
System Administrator
CACI International
03.2025 - Current
- Collaborated with a highly virtualized infrastructure to enable software development to occur in a DoD RMF approved network.
- Contributed analytical skills to work on Active Directory, Windows Servers, and a variety of Soft are Development support servers.
- Provided support to customers and team members to solve challenging IT problems
Senior ServiceDesk Technician/Video Teleconference
Link Solutions
02.2024 - Current
- Provided troubleshooting and support using automated tools and diagnostics for various hardware and software platforms, including but not limited to Windows 10, iOS, Microsoft Office 365, OneDrive, Trellix HBSS and HIPS, SharePoint, and Microsoft Active Directory.
- Update and maintained the current approved Microsoft Windows OS images and provide feedback as needed regarding identified issues.
- Created, updated, and maintained standard operating procedures (SOPs) and knowledge base materials.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Detected and remedied vulnerabilities with the aid of Nessus Scanner.
- Patched user's machines via Splunk.
Customer Service Admin Support
Oracle Corporation
12.2018 - 02.2024
- 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, which includes the military. This entails but are not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, and electronic support troubleshooting .
- Handle service requests by implementing fixes that include password changes, software and server maintenance through writing SQL scripts using SQL PLUS.
- 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.
- Preserve credit card and interface software for day to day operations.
Desktop Support
Automatic Data Processing, ADP
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 work day.
- 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 third party, when necessary.
- Evaluated user needs, defined technical problems, and worked with development staff to determine solutions.
- Assisted in configuring 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.
- Develop and implement techniques to prevent system problems
- Streamlined desktop support operations by implementing efficient ticketing systems and prioritizing tasks.
Education
Bachelor of Science - Information Technology
Towson University
Towson, MDSkills
Advanced Analytical Thinking Skills
Strong Decision Making Skills
Excellent Communication Skills
Knowledge in Data Management
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
System Administrator
CACI International
03.2025 - Current
CompTIA Security+
10-2024
CompTIA Network+
05-2024
Senior ServiceDesk Technician/Video Teleconference
Link Solutions
02.2024 - Current
CompTIA A+
07-2023
Customer Service Admin Support
Oracle Corporation
12.2018 - 02.2024
Desktop Support
Automatic Data Processing, ADP
09.2016 - 08.2018
Bachelor of Science - Information Technology
Towson University