Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
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Luis Florentino

Luis Florentino

Boston,MA

Summary

As a self-starter with proven client services skills, I bring energy, hard work, and effective communication to every task. My strong listening skills allow for quick understanding and adaptation to new information, making me a quick learner who is always eager to expand knowledge. With a track record of professionalism, responsibility, and reliability, I am a dedicated and passionate individual with excellent organizational skills. Actively seeking an Information Technology position in any environment to apply diverse knowledge base and high-level technical skills for customer satisfaction and optimum outcomes. Resourceful and committed to excellence, ready to contribute to the team's success in achieving company goals.

Overview

7
7
years of professional experience

Work History

Desktop Support Engineer

A&O IT Group
03.2025 - Current
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
  • Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
  • Created ServiceNow reports for weekly and monthly meetings
  • White glove support
  • Primary point of contact for all office locations
  • Assisted in development of system security protocols.
  • Offered assistance in implementing and developing training programs.
  • Traveled to sites for support
  • Managed inventory of IT assets
  • Configured and tested new software and hardware.
  • Configured mobile devices for overseas travel
  • Collaborated with IT team to plan and execute hardware upgrades, ensuring seamless transitions for end users.

Helpdesk Support Specialist

Planet Technology - JSI
04.2024 - 01.2025
  • Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
  • Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
  • Ensured compliance with company policies regarding data security during interactions with customers.
  • Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
  • Conducted regular training sessions for new help desk staff, ensuring consistent quality of service across the team.
  • Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
  • Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
  • Coordinated closely with other departments for cross-functional collaboration.
  • Collaborated with IT team members to develop comprehensive solutions for complex problems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Worked with document imaging technologies and deployment software.
  • Oversaw installations of new technology and new personnel training.
  • Assisted in development of system security protocols.

Desktop Support Technician

NSC Global - National Grid
02.2023 - 11.2023
  • Primary escalation point technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff
  • Responsible for advanced trouble-shooting of supported services
  • Provide 'on-site' support, as needed or required
  • Maintaining working components through repair or replacement
  • Ensure security and privacy of networks and computer systems
  • Oversee and perform the installation, configuration and maintenance of computers, networks, workstations and/or other related equipment and devices
  • Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc
  • Install and configure appropriate software and functions according to specifications installs, maintains, tests, and repairs systems and networks
  • Troubleshoot and maintain various operating systems (Windows, macOS, Linux), networking hardware, and cloud platforms
  • May supervise or provide functional direction to lower graded staff and/or student employees performing the same or similar type of work
  • Monitor client systems for security vulnerabilities, and implement security best practices, including firewalls, antivirus, encryption, and security policies.
  • Develop training materials and procedures or trained users in proper use of hardware or software.
  • Imaged devices daily with SCCM and helped with refreshing devices as needed.
  • Provide white glove support to end users

Desktop Support Technician

Slipstream
06.2022 - 10.2022
  • Deskside Support at Exo Therapeutics, Slipstream's end client
  • Office 365 support and troubleshooting
  • Using internal ticketing system to close tickets
  • Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks
  • Handling in person and remote IT Support issues
  • Deskside support in a Windows and Mac environment
  • Using Azure AD for device management, password resets, group policy and more.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.

IS Support Service Desk

Partners Healthcare
05.2021 - 06.2022
  • Engaged in user support interactions via telephone, chat, and email platforms
  • Office 365 support and troubleshooting
  • Supporting mobile devices
  • Using the ServiceNow ticketing system
  • Google Workspace support
  • White-Glove support of VIP Level end users including Doctors, Nurses, Directors, etc
  • Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Mac OS support
  • Network troubleshooting
  • Windows 10 and 11 support and troubleshooting

Mobile Device and Retail Sales Consultant

AT&T
08.2018 - 09.2020
  • Welcoming customers, approaching potential buyers, offering advice, recommending products.
  • Mobile Device Support of iPad, iPhones, and Androids
  • Troubleshooting issues including network connectivity, application issues, OS issues, etc.
  • Providing in person mobile device and OS support and troubleshooting
  • Providing end-to-end solutions, reaching out to the local business in the area in need of business support.
  • Helping with various types of technical issues customers encounter.
  • Answered product questions with up-to-date knowledge of sales and store promotions
  • Helped customer complete purchases, locate items, and join reward programs
  • Oversaw deposits, processed financial transactions, and maintained inventory
  • Enhanced customer loyalty by offering tailored solutions that met individual needs.

Education

Associates - Information Technology

Bunker Hill Community College
Boston, MA

Skills

  • Network Support
  • Hardware and Software Repair
  • Analytical and Methodical
  • Incident Management
  • Security Protocols
  • System Administration
  • Technical Support Expertise

LANGUAGES

Spanish

Timeline

Desktop Support Engineer

A&O IT Group
03.2025 - Current

Helpdesk Support Specialist

Planet Technology - JSI
04.2024 - 01.2025

Desktop Support Technician

NSC Global - National Grid
02.2023 - 11.2023

Desktop Support Technician

Slipstream
06.2022 - 10.2022

IS Support Service Desk

Partners Healthcare
05.2021 - 06.2022

Mobile Device and Retail Sales Consultant

AT&T
08.2018 - 09.2020

Associates - Information Technology

Bunker Hill Community College