Anthony Flores
Oklahoma City,OK
Summary
Help desk technician with extensive experience at Gainwell Technologies, specializing in technical issue resolution and user satisfaction enhancement. Proficient in Windows 10 and 11, with strong skills in diagnostics and troubleshooting. Achieved notable improvements in first-contact resolution rates, streamlining support and onboarding processes.
Overview
5
5
years of professional experience
Work History
Help Desk Technician
Gainwell Technologies
Oklahoma City, OK
03.2024 - Current
- Resolved 30-40 support tickets daily by troubleshooting user account issues, Windows workstations, software access, and basic network connectivity.
- Improved first-contact resolution by using clear communication and following structured diagnostic steps to identify the root cause of user issues.
- Provisioned and rolled out Windows workstations, ensuring systems were fully configured and ready for use to support efficient employee onboarding.
- Documented support actions in ticketing system accurately, facilitating smooth handoffs and quicker follow-up resolutions.
- Monitored recurring problems and identified patterns for team, aiding in long-term fixes and decreasing repeat tickets.
Technical Support/Customer Service Representative
Consumer Cellular
Oklahoma City, OK
12.2021 - 03.2024
- Utilized remote support tools for SIM activation, network adjustments, device resets, and provisioning tasks, facilitating efficient customer assistance.
- Troubleshot issues with mobile devices, including app performance, network connectivity, account syncing, and basic OS settings.
- Followed structured troubleshooting workflows, enhancing resolution speed and ensuring consistent quality across shifts.
- Documented support cases with clear steps and system details, enabling team to track issues and reduce repeat calls.
- Performed initial diagnostics and escalated more complex technical problems to Tier 2 with organized summaries of what was already tested.
Guest Services Advocate
Target
Oklahoma City, OK
09.2021 - 12.2021
- Achieved a 98% customer satisfaction rating by consistently addressing issues with professionalism and attention to detail.
- Delivered exceptional service to over 120 guests per shift, resolving questions and concerns quickly to ensure a positive shopping experience.
- Processed transactions, returns, and exchanges, reducing customer wait times and streamlining store flow.
- Collaborated with front-end and fulfillment teams to resolve inventory and order discrepancies, improving accuracy for same-day pickups and in-store orders.
- Identified common customer issues and communicated solutions to management, facilitating process improvements that enhanced overall customer satisfaction.
Education
Google IT Support Professional Certificate -
11-2021
Information Technology Support Certification -
Per Scholas
New York, NY07-2021
Skills
- Remote desktop support
- Laptop and desktop troubleshooting
- Office 365 management
- ServiceNow expertise
- Active Directory oversight
- Mobile device management
- Device setup and configuration
- DNS and DHCP configuration
- Wi-Fi support services
- Ticketing administration
- Incident resolution strategies
- Diagnostic troubleshooting
- Windows 10 and 11 proficiency
Timeline
Help Desk Technician
Gainwell Technologies
03.2024 - Current
Technical Support/Customer Service Representative
Consumer Cellular
12.2021 - 03.2024
Guest Services Advocate
Target
09.2021 - 12.2021
Google IT Support Professional Certificate -
Information Technology Support Certification -
Per Scholas