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Lulzim Veliu

GSM: +3864960471
E-mail: lulzimveliu@gmail.com
Driving Licence: Full, Clear

Gjergj Serembi As22/2 nr.9

Gjilan 60000 - Kosovo

I am an enthusiastic, hands-on IT professional with more than 6 years experience in support (1nd and 2rd line). I have
a proven track record of managing and maintaining servers and desktops in LAN/WAN network infrastructures, and
adopt a meticulous approach to ensure the smooth-running of business operations. Qualified to industry standards, I
enjoy closely following the latest changes in technology and apply this to my duties wherever relevant.

Technical Skills:

Widows Server : 2003 | 2008 ( AD / DHCP / DNS / File Server / IIS / DC )

Linux Server : CentOS | Debian | Ubuntu ( WebServer / MailServer / FtpServer / SshServer / DHCP / DNS /
ProxyServer )
Windows Workstation : XP | Vista | 7 | 8 |
Linux Workstation : Ubuntu | Mint | Fedora | OpenSuse| CenOS |
Esxi |VMWare |vSphere | Phpvirtualbox, | Virtualbox | KVM |

Network Skills:

Network Management SNMP, Cisco Works

Platforms Cisco IOS (11.x, 12.x) ASA IOS (7.x, 9.x)
Security: ACL, NAT, VPN IPSec Tunnel, GRE Tunnel, 802.1x, Port Security, Firewalls, TACACS

Infrastructure services DHCP, DNS, SMTP, FTP, TFTP

Switching: Vlans, VTP, STP, RSTP, Ether channel, HSRP, VRRP, GLBP, 802.1Q

Port-Channel VLANS, VTP, STP, RSTP, 802.1Q

Routing/WAN: EIGRP, OSPF, RIP, route redistribution, IP Routing, HDLC, PPP, Multilink, ISDN, QoS


2013 2014 Citech Academy in Prishtina

CCNA Routing & Switching Certified
2010 2011 INTEC in Brussel
Linux System, Service and Network
2007 2007 UNMIK Kosova
Cross Trainning in Network Management Unit
2005 2005 UNMIK Kosova
Customer care / Development inter-dep relations
2004 2004 Info-Tech Gjilan
Level 1 / 2 / 3 of CCNA
1995 1998 Abaz Ajeti Gjilan
High School

Employment History:
UNMIK Gjilan
IT Help-Desk

Year 1999 - 2002

Provide remote desktop support for corporate and several branch offices inside UNMIK Organization
Respond promptly to any customer issues via phone, email.
Assisting users how to use MS office application, lotus Notes (how to use email / archive /retrieve deleted
Logging calls in helpdesk database and sign calls to a propriety technician.
Create use account and password in AD, unlock and delete account when employees leave the mission.
Prepare telephone book with newly updates, when staff has joined/leave the missions.
Log problem calls or service requests in the automated tracking system with minimum delay, prioritize them

UNMIK Gjilan
IT Technician

Year 2002 - 2005

Updating and monitoring IT user accounts in AD, set-up domain users and add domain users in the AD
Maintenance & management of the Critical Windows based Server environment, backup / migrated from 2003
to 2008, implement TCP/IP core networking services using DHCP, Wins and DNS
Manage Symantec licensing, install and maintain software upgrades, and oversee all client domain names.
Configured and managed AD, Exchange, DHCP, Antivirus and backup servers in the corporate network
Managing and monitoring of backups in multiple locations. Providing maintenance support and break-fix
Setup, configure network for LAN environment , installing / configuring / replacing switches
Setup new desktop for present and newly comer users (repairing desktops / laptops hardware and software
computer issues, and assist users with LAN connectivity issues.
Troubleshooting technical problems and implementing solutions. Supporting a multi-site IT infrastructure of at
least 200 employees.
Providing technical support via helpdesk systems for a wide range of internal & external applications.
Assisting users via phone or email , problems solving such as ( Ms Office application, Lotus Notes email,
Internet connectivity )

UNMIK Prishtina
IT Help Desk Assistant

Year 2005 2009

Responsible for planning and managing the operational activities of IT helpdesk team to ensure that the
customer service is inline with the customer requirements
Assists Help Desk in resolving technical issues and track issues within call management software.
Provide technical support over the phone and email to all UNMIK staff within the region, and add calls to
helpdesk database
Escalating calls and issues where necessary to level 2 and 3 support
Monitor network link when failure occurs and report to network management unit, check for updated newly
Symantec antivirus and issue weekly reports
Performing diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and
maintained equipment inventory lists, and make weekly report for supervisor
As team leader, motivated and supervised an inbound helpdesk staff of 10, kept training for helpdesk
Ensured that staff has the necessary resources, training, and leadership to perform their responsibilities
Managed team support schedule to ensure customer service levels are achieved.

IT-Network Technician

Year 2013 - Present

Provide support remotely to Velarch Project Company based on Switzerland, setup and manage file server
(samba) and webserver (apache) based on Linux Debian. Configure & setup Render farm for 3dmax.
Setup and configure newly computer software to Velarch Project Company remotely with remote desktop
connection and TeamViewer
Manage computer hardware and software for puzzle-media company based on Kosovo, assisting with newly
software and hardware issue , formatting / repairing computers and laptops.Printer setup within LAN access.
Setup and configure CentOS file server for puzzle-media for LAN and WAN.
Install and Repair Computers at PolyClinic Terapija in Kosovo ( Gjilan ).Manage and Configure webmail
Client. Configure printers local and LAN connections



Mother Language
verbally and written very good
verbally and written - good
verbally and written - good

Self-study programs & networking | movies | reading | surfing in internet | traveling