Elizabeth Luna

Cell: 303-***-****

Email: acygdq@r.postjobfree.com

PROFESSIONAL Summary:

Server Administration, workstation, application support, and provisioning support professional with 15 years of experience. Extensive technical applications support background providing tech support on computers including: installation, configuration, troubleshooting, updating, and tuning.

EDUCATION:

Bachelor of Science in Management/Computer Information Systems - Park University, Magna Cum Laude

Associate of Applied Science Degree in Computer Information Systems – Computer Programming.

El Paso Community College

Associate of Applied Science Degree in Computer Information Systems – Microcomputer Applications.

El Paso Community College

SUMMARY OF QUALIFICATIONS, EXPERIENCE & ACHIEVEMENTS:

Active Directory/QARI/Grp Policy

Cisco CallManager /Unity VM

Phone System Zulty’s,,Mitel, ShoreTel

Ghost/Acronis/SCCM/WSUS

Video Conferencing, Smart TV, Video Cameras

IE, firefox, google, safari

MS Office Suite, O365, Lotus Notes

Mass rollouts hardware/software

Remote Desktop\Ultra VNC\DameWare

Remedy AOTS/CM v 7.5\ Cherwell

Robocopy/Ecopy/WinInstall

Sharepoint, Netapp, NetSecurity

Spam Filter/Spyware/Anti-virus

Purchase hardware, software, supplies

TCP/IP, DHCP, DNS

Backup Data

VMware

VPN/Citrix

Windows NT/XP/7/8.1

Windows 2003/2008/2010/2012

EMPLOYMENT HISTORY:

Vincent Benjamin

Project: City of Lakewood

ServiceDesk Agent May 2016 – Dec 2016

Provisioning changes using Active Directory and Manage Microsoft Exchange

Use Cherwell Service Management ticket tracking software v 5.11 for tickets, update/create documentation process for various tasks, using Knowledge base articles for various tasks, remote assistance, inventory.

Computer imaging using SCCM, configure printers, laptops, workstations, tablets, mobile devices.

Maintain Inventory database to keep track of computer/user inventory

Maintain documentation and procedures on various tasks

Provide tech support on computers including: installation, configuration, troubleshooting, updating, tuning, preventive maintenance, and repair of hardware and software.

ShoreTel Administration on phone system, hunt groups, call groups and phone buttons.

Provide support for City’s computers, Police Mobile Data Computers (MDCs), LAN and WAN connections for various remote locations.

Troubleshoot Smart TV’s, Smart Client 2016 video Argus Cameras

Provide technical support on hardware/software including: installation, configuration, troubleshooting, updating, tuning, preventive maintenance, and repair of hardware and software.

Over 3000 users, 1500 workstations/laptops, 168 servers, 40 city facilities

Mountain States Employers Council

Senior Help Desk Support December 2013 – May 2016

Provisioning changes using Active Directory and Zulty MX Administration

Microsoft Windows Server 2003/2008/2008R2 maintenance, VMware, Netapp

Use a SQLBase intranet web-base to manage ticket tracking, update Customer-vendor, using Knowledge base articles for various troubleshooting tasks

Manage Inventory spreadsheet to keep track of hardware/software and users inventory

Maintain documentation and procedures on various tasks

Provide technical support on hardware/software including: installation, configuration, troubleshooting, updating, tuning, preventive maintenance, media sanitation and repair of hardware and software.

IT support for Denver staff, remote users and four regional offices

Support for over 100 users and secondary support remotely for over 50 users throughout Colorado, Arizona and Utah.

Computer imaging, configure mobile phones, printers, copiers, scanners, laptops, surface pro’s, workstations, and servers

Backups using Symantec Backup Exec and Netapp

Manage Active Directory/QARI

Manage Microsoft Exchange

Assisted in new Phone System implementation – Zulty’s v 10.0.5

Assisted new member replacement database

Training staff on use of various hardware and software

City of Arvada

Computer Support Specialist Temporary July 2013 – December 2013

Provisioning changes using Active Directory and Google Chrome Gmail

Use Cherwell Service Management ticket tracking software v 3.6 for tickets, update Customer-vendor, using Knowledge base articles for various tasks, remote assistance, inventory.

Computer imaging, wipe computers for Media Sanitation, configure printers, laptops, workstations.

Maintain workstation Inventory spreadsheet to keep track of computer/user inventory

Maintain documentation and procedures on various tasks

Provide tech support on computers including: installation, configuration, troubleshooting, updating, tuning, preventive maintenance, and repair of hardware and software.

Over 300 applications, 770 workstations/laptops, 140 servers, 20 city facilities

Epitec, Inc.

Project: AT&T Enterprise Routing Services Center Social Security Administration

ERSC Day Two Support Engineer June 2012 – December 2012

MBI Security Clearance

Provisioning soft MAC-D changes using Cisco Unified Call Manager/Cisco Unity v 8.5/ICM/Active Directory

Provided support for Cisco Unified Presence Server (CUPS) with the ICM server

Use Remedy ticket tracking software v 7.5 for AOTS tickets

Used Remedy Changed Management for Mac-D tickets and Server Alarm Suppressions

Troubleshooting server alarms SIP/VOIP/CUSP

Managed escalation of networking/hardware issues to Tier 1 support groups, OPS Hosting, remote customers, Cisco TAC cases, HP, and third party vendors

Duplicates problems in lab environment to obtain a better understanding of trouble scenarios

Created detailed troubleshooting/training documentation

Follow Network Engineering supplied detailed MOP procedure steps and equipment configurations for accuracy and completeness

Assisted in various types of testing OverFlow, IDC, Empirix Load, Smoke Test Scenarios

Analyze VizGems AT&T Visualizer v 8.04 for server alarms and used tool for alarm suppression

Maintain AT&T GPS v 1.0 hardware/software inventory

Sci Consulting Services, Inc

Project: FPS - Immigration Customs Enforcement --Federal Protective Service – R8,

System Administrator November 2007 – December 2011

IT support for DHS/ICE/OCIO project under FPS

Security Clearance Suitability Determination at the 5C/T2 level by DHS

Microsoft Windows Server 2003/2008/2008R2 administration

Support for over 120 users and secondary support remotely for over 500 users throughout Colorado and Wyoming

Computer imaging, laptop encryption, wipe computers for Media Sanitation, configure Blackberries, printers, copiers, scanners, laptops, workstations, flash drives, and servers

Assist with Sunflower software to keep track of hardware inventory

Use Remedy ticket tracking software to keep projects and end user issues

Maintain documentation and procedures on various tasks

Backups using Symantec NetBackup and Symantec Backup Exec

Assist with installation/troubleshooting of switches/domain controller/ Probe scanning server/IDS Sensor Data/Internet Security System/VMWare

Manage Active Directory/QARI

Manage Microsoft Exchange/Blackberry server

Install new servers, transfer data using various methods; Robocopy/Microsoft FileServer Migration tool/ Windows Backup/Restore/ Shadow Copy

Assisted in rewiring closets for cable management

Traveling to remote 287G and FPS sites in Colorado

Continuing training with ICE Virtual University online training courses

Project: US Geological Survey

End User Technical Specialist July 2007 – September 2007

Ghost images Clone computers

Provide tech support on computers including: installation, configuration, troubleshooting, updating, tuning, preventive maintenance, and repair of hardware and software

Maintain inventory on hardware documentation up-to-date

Used HEAT ticket tracking software to keep track of projects and issues

CONTINUING TRAINING:

Sharepoint 2013 Level 1 and Level 2 (2015)

Time Management with Outlook (2014)

Cultivating Your Listening Skills –Listening to Understand (2016)

Outlook – 8 Tools to better manage your time – Mini Workshop.

Email and Social Media: What to Do Before It Goes Public

2015 ZCSE Training (Zulty’s Phone System)

Mitel Basic Phone Administration Training - 2014

CompTIA Security Part1 – Security Concepts Security Part 2 – Communication Security

CompTIA Security Part3 – Infrastructure Security

CompTIA Server 2005 Server Maintenance and Security

DHS Basic Records Management

ICE Computer Security Awareness Training 2007

ICE Computer Security Incident Response and Reporting

ICE Threats and Rules of Behavior

Records Management Awareness Training, and Securely Handling ICE Sensitive but Unclassified (SBU)/For Official Use Only (FOUO) Information

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