Luciana Caballero-Williamson

386th ECS/CFP ▪ APO AE 09855 ▪ Security Clearance: Secret (Active)

Work: 318.442.2666 ▪ Mobile Telephone: 713.454.7162 ▪ Email: luciana.williamson.ctr@asab.afcent.af.mil

Citizenship: U.S. ▪ Social Security # (Last 4 Digits): 7600 ▪ Veteran’s Preference: 0 Points ▪ GS Level: 12

Help Desk & Call Center Operations/Customer Service & Support/Team Leadership & Collaboration

Professional Knowledge

·   A highly-motivated and solutions-oriented Technical Support Professional contributing 7+ years of diverse industry experience working in all facets of IT, relationship and technical project management within call-center, corporate and field-based environments.

·   Proven leadership with customers and demonstrated track record of developing individuals and building teams to maximize performance and promote continuous improvement.

·   Recognized for capacity to work autonomously as well as collaboratively, function in a dynamic and changing environment and interact effectively with key internal/external stakeholders including all levels of support staff.

·   Quick learner with an ability to rapidly achieve organizational integration, easily assimilate job requirements, proactively resolve issues and aggressively employ new ideas, methods and technologies.

·   Superior interpersonal, analytical, decision-making and troubleshooting skills. Strong written and oral aptitude.

 

Key Skills
·   Help Desk/Call Center Support	·   Ticket Opening/Resolution	·   Information Coordination/Integration
·   Customer Service/Satisfaction	·   Remote/Local Assistance	·   Process/Performance Improvement
·   IT Policy/Planning Techniques ·   Project/Program Management ·   Video Teleconferencing (VTC)	·   Quality Assurance/Control ·   Bilateral/Team Collaboration ·   Staff  Supervision/Training	·   Organizational Integrity/Compliance ·   LAN/WAN Configuration/Testing ·   Troubleshooting/Problem-Solving
Designations/Languages

▪ Active Secret Security Clearance ▪ Fluent in Written and Oral English and Spanish

 

Certifications

▪ CompTIA: A+ ▪ CompTIA: Security+ ▪ Microsoft Certified Technology Specialist (MCTS) Windows 7 Configuration

▪ Microsoft Certified IT Professional (MCITP) Enterprise Desktop Support Technician on Windows 7

 

Education

Spanish Culture Studies - The University of Barcelona, Barcelona, Spain (2007)

Diploma - Westbury High School, Houston, Texas (1998)

 

Professional Development

▪ Sharepoint Administrator Level I and Level II Training (2012) ▪ Information Assurance Fundamentals (IASO) (2011)

▪ Arsenal Sustainment Command (ASC) Personally Identifiable Information (PII) Training (2011)

 

Certifications

▪ CompTia A+ Certified ▪ CompTia Security+ Certified ▪ Microsoft Certified Technology Specialist; Windows 7, Configuration ▪ Microsoft Certified IT Professional; Enterprise Desktop Support Technician on Windows 7

 

Professional Qualifications/Highlights of Abilities

Lockheed Martin                                      Ali Al Salem Air Base, Kuwait                                   Dec. 2012 - Present

Net Admin II

Supervisor: Michael Thompson; Telephone: 011-965-6067-0625; 60 Hours/Week (Contact?: Yes) Annual Salary: $63,500 Provide network administrative support for all air base users on United States Air Force network for a global security and aerospace company and the largest provider of IT services, systems integration and training to the U.S. government; in and out-process users at the Communication Focal Point (CFP).

·   Create Remedy accounts for incoming COMM personnel.

o   Coordinate Remedy tickets by priority to ensure efficient handling of all issues and follow up with customers.

o   Route Remedy tickets to Network Operating System Center for decrypting org boxes, Firewall; Bluecoat and USB approval requests.

·   Create NIPR/SIPR user accounts, organizational email boxes and distribution email lists.

·   Provide NIPR/SIPR support for user account permissions, file/folder permissions, and security groups.

 

Luciana Caballero-Williamson                                                                         Resume Page Two

Professional Qualifications/Highlights of Abilities (Continued)

·   Perform remote and local troubleshooting to resolve computer issues.

·   Serve as SharePoint Administrator for the 386 ECS FAQs Wiki page.

·   Perform Trusted Agent duties; issue Secret access cards and update Secret access cards issuance log, perform pin resets and provide replacements cards.

·   Verified NTFS formatting for all Government issued USB devices prior to usage on the Air Force network; ensured absence of virus/malware and revoked all corrupted devices.

·   Maintain records of all issues and events occurring on a daily basis via the Master Station log.

·   Train communication focal point personnel and client service team to ensure continuity; provide ongoing leadership, direction and support.

Selected Accomplishments/Primary Projects:

·   Recognized with a Certificate of Appreciation for providing consistent outstanding service and support to the C-12 Regional Flight Center during their mission on Ali Al Salem Air Base from November 2012 - July 2013.

·   Awarded a Token of:

o   Appreciation from Colonel Travone Smith, United States Marine Corps VMM-261 unit.

o   Excellence from United States Inspector three-star General Mueller, with the AFOSI unit.

·   Earned Squadron of the Month honors (May 2013/Oct. 2014).

 

Honeywell Technology Solutions Inc.            Camp Arifjan, Kuwait                                  Aug. 2010 - Dec. 2012

Video Tele-Conferencing (VTC) Coordinator/Information Technology Section Lead (May 2011 - Nov. 2012)

Supervisor: Shirley Wickery; Telephone: 210-367-2046; 84 Hours/Week (Okay to Contact: Yes)     Annual Salary: $66,000 Served as Primary Information Management Officer providing network (military secret and unclassified administrative (SIPR/NIPR) support to the 402nd Army Field Support Brigade for a billion dollar, global, diversified technology and manufacturing leader; oversaw troubleshooting, system back-up, archiving and disaster recovery. 

·   Managed the IT servicing of over 600 computers/users plus three servers, ensuring 100% reliability for equipment deployed and in operation at field offices and sites.

·   Triaged and supported all incident tickets assigned through the Remedy ITSM system; fielded telephone calls, emails and personnel requests for technical support and documented, tracked and monitored incidents from original call through resolution.

·   Expertly operated all Video Tele-Conferences (VTC), maintained all respective VTC equipment and coordinated scheduling through shared calendars. 

·   Served as SharePoint Administrator, delivering exceptional IT services that consistently surpassed performance standards as outlined on designated Service Level Agreements (SLAs).

·   Provided IT support to ensure system connectivity, performance throughput, security validation and checks and availability; conducted data integrity, recovery and back-ups.

·   Performed system troubleshooting, backups, archiving, upgrades, patches, new applications, installation, configuration and account management and monitored system performance; established network rights, addresses, connections, shared file and print systems and created user accounts, reset passwords and added computers in Active Directory to NIPR or SIPR network.

·   Supported hardware and software maintenance and upgrades and performed resource management and general system support; remotely installed software applications.

·   Maintained computer systems image for deployment on workstations on the network.

Selected Accomplishments/Primary Projects:

·   Assisted with communication technology installation/implementation for over 200 personnel during Iraq Drawdown Operation Enduring Freedom; implemented desktop support, programed telephone lines, installed printer networks and video teleconferencing equipment (VTC) and assisted with programming/infrastructure setup.

·   Received “Token of Appreciation” from the 402^nd Army Field Support Brigade for Outstanding Communications Support.

 

VTC Coordinator/Information Tech. Specialist, 402nd Army Field Support Brigade (Jul. 2010 - May 2011)

Supervisor: Shirley Wickery; Telephone: 210-367-2046; 84 Hours/Week (Okay to Contact: Yes)     Annual Salary: $59,000 Served as the Primary Information Management Officer (IMO)/System Administrator.

·   Loaded the latest Antivirus definitions and IAVA's on all machines and updated versions on all servers.

·   Installed and upgraded software, applied hot fixes, created mailboxes and serviced users to Microsoft exchange

·   Ensured all telecommunications systems such as WAN, SVOIP, VOIP, DSN, copier/printer etc., are operating at their maximum efficiencies.

·   Assisted with the installation/testing of unclassified (NIPR) and classified (SIPR) DMS hardware and software; built, serviced, created and deleted accounts, generated passwords and performed database maintenance.

Luciana Caballero-Williamson                                                                   Resume Page Three

Professional Qualifications/Highlights of Abilities (Continued)

·   Provided support for the Wide/Local area network computer operations for official message traffic in the South West Asia Theater; performed operator and helpdesk functions for numerous systems and operating platforms including AGMS, Windows XP/Vista Server and Windows XP/Vista.

Selected Accomplishments/Primary Projects:

·   Managed over 600 computers and three servers ensuring 100% reliability.

·   Assembled and configured Polycom VTC system to expand conferencing operations capabilities.

·   Implemented a public announcement system for a two-Star Army General.

 

Lockheed Martin PAE                                        Camp Arifjan, Kuwait                                      Jul. 2009 - Jul. 2010

VTC/IT Specialist S6

Supervisor: Shirley Wickery; Telephone: 210-367-2046; 84 Hours/Week (Okay to Contact: Yes)    Annual Salary: $46,500 Performed fault isolation and diagnostic functions necessary to determine corrective action to restore normal operation of the users computers for a global security and aerospace company and the largest provider of IT services, systems integration and training to the U.S. government; created user accounts, reset passwords and added computers to the NIPR and SIPR network.

·   Served as the Primary Information Management Officer (IMO) with the 401st Army Field Support Brigade (AFSB) and Army Material Command.

·   Assisted in managing over 600 computers and three servers ensuring 100% reliability.

·   Ensured proper operation, management and maintenance of VTC system equipment.

·   Scheduled, programmed and operated high priority/mission critical teleconferences.

Selected Accomplishments/Primary Projects:

·   Expertly completed the assembly and operation of seven VTC units to meet military conferencing requirements and mission critical objectives.  

·   Entrusted with the proper set-up and operation of all VTC equipment required for a four-star General’s site visits.

 

ITT Industries System Division                    Bagram Air Base, Afghanistan                      Jul. 2007 - May 2009

Switchboard Operator/Helpdesk Support

Supervisor: Michele Hayward; Telephone: 931-919-4324; 60 Hours/Week (Okay to Contact: Yes)  Annual Salary: $41,000 Provided professional laptop/desktop/help desk support and customer service to military and civilian clients for a diversified leading manufacturer of highly engineered critical components and customized technology solutions for the energy, transportation and industrial markets.

·   Provided communications support for over 2,000 subscribers at Bagram Airfield Base in Afghanistan.

·   Answered and addressed help desk calls during off-hours and monitored all hardware in server room/data center 24/7; escalated servers in break/fix mode to the next level of support.

·   Joined client computers/PC’s to local, Windows NT and 2000 domains; configured local PC connections to network printers and performed custom TCP/IP configurations of desktops as required.

·   Checked and tested various LAN and networking applications.

·   Installed, troubleshot, configured and repaired software issues for Windows XP, Windows 2000, Vista and MS Office 2000 - 2003; resolved network, Outlook and Microsoft Exchange Server desktop connectivity issues.

·   Diagnosed and repaired hardware problems; referred equipment to other repair facilities as appropriate.

·   Maintained accountability for classified and unclassified computer system stability through the use of DOD-approved, government-furnished operating systems and software; installed, configured and maintained communications software on government computers and configured the network to allow proper user access.

Selected Accomplishments/Primary Projects:

·   Demonstrated unique computer skills and resourcefulness during the installation of new SL 100 T- Metric Phone Groups software.

 

	Technical Expertise
Software		Microsoft Office 2007, 2010; Active Directory; Active Roles Sever; Net Manager; mIRC chat; Remote Desktop; 90Meter Smart Card Manager; 90Meter Card Issuance Workstation (CIW); IBM Form Viewer
Operating Systems		Windows 7 Professional; Windows Vista; Windows XP
Help Desk Ticket Systems		Remedy ITSM, Heads-Up Display (HUD)
Key Skills		Information Manager Officer, Help Desk, Communications Focal Point, SharePoint 2010 and 2013, Trusted Agent (TA)
Systems		Video Tele-Conference (VTC); Tandberg, Polycom; Defense Information Systems Network (DISN)