ServiceNow, Microsoft Office (Excel, Word, PowerPoint), Active Directory and AirWatch
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
12.2022 - 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
10.2021 - 11.2022
- 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
07.2018 - 09.2021
- 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
05.2001 - 05.2021
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, MDSkills
RJ45 and Coaxial Connectors; Digital Multimeter; Security Panel Management; Cable Management
Oral Communication
Reporting capabilities
Problem-solving skills
Software
Timeline
IT Service Desk Agent
Inserso
12.2022 - Current
IT Service Desk Agent
MRB Solutions LLC
10.2021 - 11.2022
Lead Technician
Datawatch Systems Inc
07.2018 - 09.2021
Associates of Applied Science - Information Technology
Prince George’s Community College
05.2001 - 05.2021
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