Landon Link
Roi-Namur,AP
Summary
Motivated Top-Secret cleared professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. I bring 14-year background maintaining customer satisfaction and contributing to company success. Proficient in a wide variety of systems and tools, especially Windows and system administration tools such as Active Directory and vCenter/vSphere.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Enterprise Services and Customer Services Manager
Kikaha, Solutions / TrueStone Federal
04.2021 - Current
- Provided supervision, direction, and technical guidance over the Desktop Services and System Administration teams to support the Kwajalein LNEC for the U.S. Army 30th Signal Battalion, which supported users, servers, databases, and critical IT functions to users across the atoll on both unclassified and classified networks 'NIPR' and 'SIPR'
- Provide technical direction, purchasing recommendations, as well as planning phased or direct deployments on large projects such as database building, configuration, upgrade and migration, post-wide operating systems upgrades, large-scale server and workstation patches, as well as support for other critical functions such as printer server management and fileshare server onsite and offsite backups
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Uphold and enforce the latest OPORD directives from our overarching ARCYBER command, including the deployment and enforcement of Security Technical Implementation Guides (STIGs) across workstations, servers, and printers to monitor and maintain the integrity of required security protocols
- Provide leadership and mentorship to both System Administration and Desktop Support teams, including training and promoting communication within the workplace
- Participate in system support design often in cooperation with vendors, as well as participate in technical interviews for the hiring process and follow-up onboarding new team members
- Create formal technical guides (Techniques, Tactics, and Procedures) to help update and stay in control of expanding knowledge and changing technical environments, as well as informal how-to guides for standard users regarding common procedures
- Identify growing trends, distributing tasks amongst the teams using ticketing systems such as ServiceNow and formerly Remedy, and coordinate priorities for time-sensitive, mission critical tasks, or for VIPs amongst the users
- Functioned as Lead Support for both Desktop Support and Systems Administration teams, providing guidance and training to both teams over systems like Active Directory, MECM/SCCM, performing ARCYBER STIG checks and fulfilling their requirements, in addition to time and customer relationship management.
Senior Desktop Support Technician
Croop La-France
06.2019 - 04.2021
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Resolved over 300 customer issues per month
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies of the U.S. 30th Signal Brigade.
- Configured and utilized remote support solutions such as Windows RDP and Dameware.
- Creation and support of user, device, and service accounts through Active Directory.
- Supported Windows and Linux operating systems on unclassified and classified networks.
- Monitoring and utility of Solarwinds and Splunk applications and tools.
- Configuration and deployment of Group Policy Objects across the post of over 2,000 users.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
Help Desk Technician / Blackboard LMS Admin
Missouri Southern State University
12.2010 - 06.2020
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Documented support interactions for future reference.
- Walked individuals through basic troubleshooting tasks.
- Supported the Learning Management System known as Blackboard for students and professors to complete online courses.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Offered assistance in implementing and developing training programs.
Education
Bachelor of Science - Psychology
Missouri Southern State University
Joplin, MO05-2016
Associate of Science - Philosophy
Missouri Southern State University
Joplin, MO05-2016
Skills
- 14 years of customer service support utilizing Windows and Linux operating systems
- 6 years of Active Directory administration at a tier 3 level, including creation and administration of user, device, and service accounts and security group deployment
- 4 years of senior administration and troubleshooting of unclassified and classified servers, ranging from daily maintenance to operating system upgrade and hardware swaps, racking and un-racking, and configuration of baremetal devices and sanitization of classified encrypted materials
- 4 years of VMWare and VCenter administration
- Extensive experience with software and update deployment tools such as Software Center Configuration Manager and Company Portal/Intune/Entra
- Senior level experience with customer support and positive relations with users, by remote, in-person, or email interaction
- Strong metric and ticket tracking skills and experience with issue reporting mediums such as Remedy or Service Now ticketing systems
- Senior level experience fulfilling DoD STIG requirements, including re-posturing entire server systems and end-user devices such as workstations, printers, laptops, and physical and VM servers
- Experience and comfortable familiarity with Solarwinds and Splunk reporting/monitoring tools
- Technical writing expertise in creation of Tactics, Techniques, and Procedures (or SOPs) to create comprehensive documentation on issue resolution that can be followed by customers and senior technical support staff alike
- Experience with encryption tools such as BitLocker and sanitization of encrypted media
- Experience with RMF and NIST cybersecurity guidance
Certification
- ITILv4 Foundation Service Management
- ACAS Operator and Supervisor
- Microsoft 365 Certified Desktop Administrator
- CompTIA Security+ CE
Timeline
Enterprise Services and Customer Services Manager
Kikaha, Solutions / TrueStone Federal
04.2021 - Current
Senior Desktop Support Technician
Croop La-France
06.2019 - 04.2021
Help Desk Technician / Blackboard LMS Admin
Missouri Southern State University
12.2010 - 06.2020
Bachelor of Science - Psychology
Missouri Southern State University
Associate of Science - Philosophy
Missouri Southern State University
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