1. Luna Jasmin K
Long Beach, CA
Lunakiira2125@live.com
OBJECTIVE: Experienced IT professionalseeking to build a career and advance in the area of Technical Support with
Linux and PHP; seeking an organization that can utilize my technical knowledge of hardware, software,
basic programming, and networking.
EDUCATION: B.S. Computer Cyber Security Infrastructure (1 quarter left) Present
ITT-Technical Institute, Torrance, CA
G.P.A 3.94: Dean’s List: Top 2nd
in my Field.
A.S Computer Network Systems November 2011
ITT-Technical Institute, Torrance, CA
G.P.A 4.00 Graduated with Honors and Valedictorian
Dean’s List: Top 1% in my Field.
B.A. Japanese Language Studies October 2009
University of California Santa Cruz, Santa Cruz, CA
G.P.A 3.69
A.A. General Studies with emphasis in Anthropology November 2005
East Los Angeles City College, Monterey Park, CA
G.P.A 3.98
WORK EXPERIENCE:
HONDA CORPORATION
Application/Software IT Support Specialist April 1, 2013– Present
 Performance Metrics Torrance, California
o IT Support Via Remote System
o Supported remote customers using GoToAssist
o Creating and escalating cases:Remedy, Level II Tickets. Using BMC Track-IT, Clarify, and
Troubleshooting IBM AS400 system, and IMB Personal Communication systems
o Basic troubleshooting hardware and software Installation
o Troubleshooting vehicle diagnostics tools, with their software
o Specialist in Sales, Financials and Parts troubleshooting application/ software for Honda’s
website
o Creating solution and database key knowledge known as:Technical FAQs for end-users to
self-troubleshoot their issues. Employers to know how to direct the issue and find fast
resolution, increase our FCR percentage higher about 3 to 4% more.
o Work with Linux command for network and PC troubleshooting.
o Rank top 4 Analyst with high Customer Service surveys return rate
o Database solution decrease call monitors by 3% increase, FRC by 6% more passing our
minimal level of Performance Metrics of 85% to 90% at the end of semi-year and we rank
97% of 85% minimal Performance Metrics for the annual metrics.
VACO Technology Service
IT Desktop Engineer II June 2011 – June 2012
 Performance Metrics Torrance, California
o Customer Service
o Help Desk Support on Phone and Desktop Engineer II Support in person.
o Supported remote customers using GoToAssist, ServiceNow, CiscoEx, joinme.com and
TeamViewer
o Creating and escalating (Remedy , Level II Tickets) using BMC Track-IT, Clarify, and
Troubleshooting IBM AS400 system and IMB PersonalCommunication systems
o Basic Mac troubleshooting. Hardware and software Installation.
o Troubleshooting IBM Lotus 6, 7.5, 8.1 and Lotus 8.2 and Enterprise Exchange Outlook
troubleshooting

2. o After 5.5 months promoted to DSS (Desk Service Specialist), Working in person with client
for IT Support.
o Troubleshoot PC, MAC, Network Printer, and Local Printer. Migrating from XP to Windows
7 PCs
o Uninstalling and Installing: Hardware, Software and Printer devices.
o Troubleshoot and working on solving any office equipment(s).
o Creating Static IP for network printer and other network troubleshooting.
o Project Manager for over 5 months working with the Network Team and figured out how to
increase the percentage of all the PC being updated for security purposes by 30% rate. Since,
some of the company’s computer where not logged in to the network and/or receiving the
new updates and patches send by the Server Team.
o Negotiated with vendors and worked with them to troubleshoot their vendor software:
 Wrap, N. Galaxy
 Strata
 Media Vu
 Pace
 Focus
 Arianna, and many more
By working together in person and real time communications we were able to increase our FRC fix
rate by a 45% rate, instead of the client wait about 3 to 4 days, it was resolved with a max of 2 days
and about 85% of the time resolved within the same day. Annual FRC and Escalations were from 8 to
9 % higher for the annual metrics; with a 2 to 3% monthly increase of case audits scoring above 95%.
With our monthly conference on how to make this program work better with minimizes the most
common errors we increase 2% non-common error issues in our metric progress.
Herbal Life Inc. November 2009-October 4, 2010
Order Processor Torrance, California
 Customer Service
 Processed online orders and payments
 Assisted vendors with order history
 Updated vendor files using Oracle for Data inventory of buyers purchase
 Inside sales of products and convention tickets
Iron Mountain
Medical Data Processor July 2007- September 2007
 Assisted in the implementation of computerized patient file system
 Helped enter 3000+ patient files in new system
East Los Angeles City College September 2002 –September 2005
Professor Personal Assistant & Office Administrator Monterey Park, California
 Worked in conjunction with the Marketing Director to plan and execute activities, projects, and events
for the entire center
 Launched the “Seminar Conferences semi-annual and annual program for 80 Staff members from 5
city colleges involved in the same study language program
 Administered website updates and regular e-newsletter mailings
 Continually built relationships among Professors, Vendors for SchoolMaterials, Education Travel
Programs and agency staff
 Handled Professors and other Program Staff’s inquiries, daily agenda materials, confirmation of
meetings and class schedules
 Assisted Director of Foreign Language and Other Staff members’ with school relations, advertising,
public relations, and special events or club promotions/events
SKILLS:

3.  Detail-oriented, work well unsupervised
 Excellent customer service
 MOS: 2007-2012 Windows and Mac
 Troubleshooting Vendor Software:Nielson Galaxy, Wraps, Media Vu, File Make Pro, Strata, and
other Vendor software.
 Fixing software problems /reinstalling and uninstalling
 Leadership skills
 Time management and organizational skills for Setting up Meetings / Seminar/Business Trips
 Knowledgeable in the following operating systems MS Windows (XP/Vista/Windows 7/8), Mac
OS Lion, and Snow leopard, Linux (Ubuntu and Redhat)
 MS suite (Word, PowerPoint, Excel, Outlook)
 Raptor/Python programming software
 WebEx
 Remote Desktop software
 Learning Python and PHP coding.
 Installing CD/DVD Drive/A- Drive/ Memory Stick
 Excellent in administrating Office Clerk Duties.
 Receive intakes and filing
 Schedule appointments
 Programming software and among other things.
 Customer Service
 Creating spreadsheets using MS Office
 Recorded employee time sheets to payroll database
 Type 40 wpm / 10 Keys by touch
 Assisted sales team during heavy call volume
 Proficient on Lotus Notes, Vendor Applications (CRN, HEART, Xactimate, Symbility), Microsoft
Office Applications (including: Word, Excel, Access, Power Point, Outlook, Publisher); Adobe
Photoshop; Internet Applications.
REFERENCES :
Maryellen Eckhart PhD. Foreign Language Professor 323-265-8872
Karina Villanueva MD. English Literature and Language 323-572-4247
Gary Patrick MD. IT in AS Network System and BS in Security Science 310-965-5971
Derek Wong Manger in the iNSC Department for Dealer Support 310-367-3284
Anthony Randall Supervisor in the iNSC Department for Dealer Support 310-367-0483