Kelly Luc Email & Phone Number

First-line IT Support for AutoCanadaResponsibilities:• Provide support in a fast-paced environment for over 63 dealerships across Canada• Assist users with software, printer, and computer-related issues over the phone - Troubleshoot multiple computer and dealer-related software issues - Configure TCP/IP or USB printers for users to use in different software - Answer any inquiries that users may have • Create and update user accounts through Active Directory, Gmail admin, and M365 admin, providing them access to specific folders or email groups • Image new hardware that needs to be shipped out or set up in the office• Utilize multiple remote software including, Desktop Central, TeamViewer, and Remote Desktop Protocol to assist users across Canada

IT Support for the Faculty of EngineeringResponsibilities:• Troubleshooted and diagnosed technical difficulties that faculty members encountered, including computers, AV system, printers, and software• Created and maintain records of solutions to common technical issues • Worked in a fast-paced environment, involving preparing computers and printers, installing software, and assisting the front desk• Configured and modified faculty member’s accounts and computers using Active Directory and System Center Configuration Manager• Imaged and Re-imaged computers• Replaced any necessary parts • Communicated with different members in the faculty and answered any inquiries they have whether its face-to-face, from email, or by phone

Research Assistant for a research group within the University, Centre for Smart TransportationResponsibilities:• Improved a program video analysis processing to exclude or detect specific objects - Implemented masks to only detect certain objects during analysis thus reducing false positives overall - Improved algorithm to detect a collision between two objects based on their projected path - Implemented additional algorithms to calculate variables used for video analysis• Tabulated and re-organized multiple data sheets so that other members could find the data needed easily• Developed a software reading and organizing data from excel files• Reviewed and revised multiple technical papers during their publication process - Contributed to a research paper that was published by ASCE's Journal of Transportation Engineering - Reformated multiple papers to follow publications guidelines so that they are able to be published in multiple research journals.• Wrote comprehensive documentation on the programs developed and explained the algorithms used for other members ease of use• debugging and developing existing code

Edmonton, Alberta, Canada

IT Support for the Faculty of EngineeringResponsibilities:• Troubleshooted and diagnosed technical difficulties that faculty members encountered, including computers, AV system, printers, and software• Created and maintain records of solutions to common technical issues • Worked in a fast-paced environment, involving preparing computers and printers, installing software, and assisting the front desk• Imaged and Re-imaged computers• Replaced any necessary parts • Communicated with different members in the faculty and answered any inquiries they have whether its face-to-face, from email, or by phone• Configured and modified faculty member’s accounts• Trained 2 new members in the IT teamAccomplishment:• Took initiative to create how-to guides for common issues that faculty members encounter

Edmonton, Alberta, Canada

Refurbishing devices donated from the Government and private businesses for schools, libraries, not-for-profit organization, and low income individuals.Responsibilities:• Repaired and refurbished laptops, desktops, and printers while collaborating with other colleagues to complete client’s order • During Skills Canada ran a booth and communicated with 100 people about the basics of constructing a computer• Prepared and organized orders being shipped to clientsAccomplishments:• Ensured the quality and extended the lifespan of computers, monitors, and printers requested within a deadline by sorting peripherals for computers allowing other colleagues to quickly find parts they needed which improves efficiency.