Lavell Harmon Jr.
Ocean Springs,MS
Summary
Dynamic IT professional with extensive experience at CACI International, excelling in system administration and user support. Proven track record in enhancing first-call resolution rates and optimizing network performance. Skilled in security protocols and ticketing systems, fostering collaboration and efficiency in fast-paced environments. Committed to delivering exceptional technical solutions and support.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Desk Technician
CACI International
08.2022 - Current
- Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
- Created comprehensive documentation of processes and procedures to aid in training new technicians.
- Developed knowledge base articles for common issues, enabling faster resolutions for endusers.
- Boosted first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Used ServiceNow ticketing systems to manage and process support actions and requests.
- Assisted users remotely or in-person to diagnose and resolve hardware, software, or network-related issues efficiently.
- Created user accounts and assigned permissions.
Server Administrator
Leidos
01.2022 - 08.2022
- Ensured data security through implementation of robust access controls and regular vulnerability assessments.
- Enhanced server performance by optimizing configurations and implementing regular updates.
- Managed patch deployment processes, maintaining up-to-date systems in compliance with industry standards and best practices.
- Reduced downtime through proactive monitoring of server health and quick response to alerts.
- Maintained high availability with thorough backup and disaster recovery planning, testing, and execution.
System Administrator
Enterprise Management Solutions
12.2020 - 12.2021
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Provisioned new software and hardware for use, following established security policies.
- Managed user access, folder, and program rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
- Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
- Evaluated software products to determine compatibility with existing systems.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
IT Technician
Segue Technologies
10.2017 - 10.2020
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
- Improved network efficiency by optimizing configurations and implementing necessary updates.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners, servers, switches, and routers.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
- Completed detailed reporting on work activities, providing management with insights into IT operations and opportunities for improvement.
- Implemented data backup strategies to ensure business continuity during unforeseen events or disasters.
- Developed and documented standard operating procedures for consistent IT service delivery across the organization.
- Proved successful working within tight deadlines and a fast-paced environment.
- Enhanced network performance, conducting regular analysis and adjustments to optimize traffic flow and reduce bottlenecks.
- Enhanced system security and minimized vulnerabilities with regular updates and patches to software.
- Reduced system outages, proactively identifying and addressing potential issues through continuous monitoring tools.
- Bolstered data integrity and recovery processes, conducting regular backups and testing restore procedures.
- Streamlined ticket resolution process, significantly reducing response times by implementing new troubleshooting protocol.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured and tested new software and hardware.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
Master of Science - Information Technology
University of Phoenix
Tempe, AZ04-2023
Bachelor of Science - Information Technology
University of Phoenix
Tempe, AZ07-2021
Associate of Science - Information Technology
University of Phoenix
Tempe, AZ07-2017
Skills
- Ticketing system
- Remote support
- Software installation
- Network connectivity
- Security protocols
- Hardware support
- System administration
- ITIL framework
- Operating systems
- Network configuration
- Microsoft outlook
- User support
Certification
Certifications
- CompTIA Security+ 19 Nov 23 - 19 Nov 26
- Microsoft Azure Administrator 24 Mar 25 - 24 Mar 26
- Cisco Certified Network Associate 17 Aug 23-17 Aug 26
Clearance
Active Secret Clearance
Timeline
Service Desk Technician
CACI International
08.2022 - Current
Server Administrator
Leidos
01.2022 - 08.2022
System Administrator
Enterprise Management Solutions
12.2020 - 12.2021
IT Technician
Segue Technologies
10.2017 - 10.2020
Master of Science - Information Technology
University of Phoenix
Bachelor of Science - Information Technology
University of Phoenix
Associate of Science - Information Technology
University of Phoenix
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