Alay Luna

Experience

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  Ameritel

  Jul 2017 - Oct 2019

  Mobile Expert

  Provided technical service as well as proper assistance with issues on customer devices.Consistently met and exceeded monthly sales targets by effectively identifying customer needs and providing tailored solutions, resulting in an increase in overall sales.Delivered personalized sales solutions by offering a comprehensive range of products, including devices, accessories, and IoT servicesCompleted ongoing training to stay informed on new products, services, and sales techniques.

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  ACL ENTERPRISES

  Nov 2019 - Sept 2022

  IT Specialist

  Implemented and maintained computer networks, hardware, software, and peripheral devices, ensuring optimal performance through regular network and security system maintenance. Set up and configured workstations for new hires, provided training, and offered user support via phone and email. Managed Office 365 email accounts, including user creation, mailbox setup, and permissions, and resolved email-related issues such as connectivity, delivery failures, and access problems. Administered OneDrive user access by configuring permissions, sharing settings, and security policies to ensure secure data storage and collaboration in line with organizational standards. Show less

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  TEKFIRM

  Oct 2022 - now

  Support Engineer

  Provided Level 1/2 technical support to end-users, managing over 20 tickets daily and resolving a wide range of issues related to networks, workstations, servers, printers, and vendor-specific hardware and software. Collaborated with cross-functional teams to address escalated issues, implement process improvements, and ensure adherence to organizational SLAs and security protocols. Administered email accounts and user access across multi-tenant environments (Microsoft 365, Google), ensuring secure configuration, efficient email routing, and compliance with security protocols. Oversaw access control, including user authentication, password policies, and account lifecycle management. Maintained accurate system documentation, regularly reviewing and updating records for troubleshooting and reference, while proactively communicating with clients by providing consistent updates on incident status, task scheduling, and project progress Show less