Active Directory Support
Resume:
Elizabeth Luna
Cell: 303-***-****
Email: ********@*****.***
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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