Summary
Overview
Work History
Education
Skills
Languages
Software
Timeline
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EDRAS FLORES

IT Specialist
Hyattsville,MD

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

5
5
years of professional experience
20
20
years of post-secondary education
1
1
Language

Work History

IT Service Desk Agent

Inserso
Washington , DC
2022.12 - Current
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Engaged in user support interactions via telephone, chat and email platforms.

IT Service Desk Agent

MRB Solutions LLC
Washington , DC
2021.10 - 2022.11
  • Answered incoming customer support calls and created detailed tickets to track and resolve issues
  • Worked with users to determine and implement the best solutions for their issues
  • Performed remote troubleshooting using diagnostic techniques and relevant questions
  • Perform follow up calls to make sure user’s issues have been resolved

Lead Technician

Datawatch Systems Inc
Bethesda , MD
2018.07 - 2021.09
  • Installed E400 security panels that communicated with HID proximity readers, motion sensors, and electrified locks to control access to office spaces and buildings
  • Analyzed service tickets, troubleshooted issues, and took appropriate action for resolution
  • Collaborated with building engineers and project managers to tailor systems to individual customer needs
  • Supervised and mentored an entry-level technical assistant

Education

Associates of Applied Science - Information Technology

Prince George’s Community College
2001.05 - 2021.05

System Analysis/Project Management | Understanding Operating Systems| Programming in C++ | Oral Communications | Intro To Database Management Systems | Intro To Networks -

Prince George's Community College
Largo, MD

Skills

RJ45 and Coaxial Connectors; Digital Multimeter; Security Panel Management; Cable Management

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Languages

English (Fluent); Spanish (Fluent)

Software

ServiceNow, Microsoft Office (Excel, Word, PowerPoint), Active Directory and AirWatch.

Timeline

IT Service Desk Agent

Inserso
2022.12 - Current

IT Service Desk Agent

MRB Solutions LLC
2021.10 - 2022.11

Lead Technician

Datawatch Systems Inc
2018.07 - 2021.09

Associates of Applied Science - Information Technology

Prince George’s Community College
2001.05 - 2021.05

System Analysis/Project Management | Understanding Operating Systems| Programming in C++ | Oral Communications | Intro To Database Management Systems | Intro To Networks -

Prince George's Community College
EDRAS FLORESIT Specialist