Luis Florentino
Boston,MA
Summary
Detail-oriented professional with strong client service skills and effective communication. Quick learner adept at adapting to new information, with a commitment to applying diverse knowledge and technical skills in an Information Technology role. Organized and resourceful, focused on contributing to team success and enhancing customer satisfaction.
Overview
8
8
years of professional experience
Work History
Security Supervisor
Allied Universal Security
07.2026 - Current
- Supervised security officers and enforced Allied Universal post orders across assigned sites.
- Monitored access control, visitor screening, and badge procedures for facility security.
- Monitored entire facility using CCTV while simultaneously performing dispatch duties.
- Conducted patrols to inspect entrances, equipment, and restricted areas.
- Responded to incidents and coordinated with law enforcement, fire, and emergency staff.
- Inspected surveillance systems, alarms, and security devices for proper operation.
- Prepared incident reports, shift logs, and daily activity reports for management review.
Field Service Technician Contractor
Avaso
03.2026 - 05.2026
- Diagnosed hardware, software, and network issues for desktops, laptops, printers, and peripherals, ensuring timely resolution for client operations.
- Documented service activities, asset changes, and repair notes in ticketing systems to maintain accurate records and support future troubleshooting.
- Installed, configured, and tested end-user devices, operating systems, and required applications.
- Documented service activities, asset changes, and repair notes accurately in ticketing systems.
- Traveled to client sites for AVASO hardware support and break-fix service, providing on-site solutions to minimize downtime.
IT Support Contractor
MSP
01.2026 - 02.2026
- Facilitated endpoint setup, imaging, and software deployment for new and existing devices to streamline user readiness.
- Facilitated endpoint setup, imaging, and software deployment to enhance user readiness for new and existing devices.
- Optimized system performance through regular hardware and software maintenance, ensuring reliable operation and user satisfaction.
Desktop Support Engineer
A&O IT Group
03.2025 - 10.2025
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Streamlined help desk ticket resolution by prioritizing requests based on urgency, enhancing response efficiency.
- Generated ServiceNow reports for weekly and monthly meetings to inform team performance and strategy.
- Provided personalized, high-level support to ensure optimal user experience.
- Managed inventory of IT assets
- Visited various locations to provide on-site technical support and assistance.
- Primary point of contact for all office locations
- Coordinated with IT team to plan and execute hardware upgrades, ensuring smooth 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.
- Cultivated strong client relationships through effective communication and empathy in addressing technical challenges.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
- Collaborated with IT team members to develop comprehensive solutions for complex problems.
- Facilitated training sessions for new help desk staff to enhance service quality and consistency across the team.
- Collaborated with other departments to streamline processes and improve cross-functional support.
- Managed communication with other departments to enhance collaboration on projects.
- Patched software and installed new versions to eliminate security problems and protect data.
Desktop Support Technician
NSC Global - National Grid
02.2023 - 11.2023
- Primary escalation point for technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff
- Performed advanced troubleshooting of supported services.
- Oversee and perform the installation, configuration and maintenance of computers, networks, workstations and/or other related equipment and devices
- Install and configure appropriate software and functions according to specifications installs, maintains, tests, and repairs systems and networks
- Installed, configured, and maintained computers, networks, and workstations to ensure optimal performance and reliability.
- Performed repairs or replacements to maintain functional components in technology systems.
- Ensure security and privacy of networks and computer systems
- Supervised and provided functional direction to lower graded staff and student employees performing similar work.
- Develop training materials and procedures or train users in proper use of hardware or software.
- Created and deployed system images for devices daily to ensure consistency and functionality with SCCM.
- Provide white glove support to end users
Desktop Support Technician
Slipstream
06.2022 - 10.2022
- Deskside Support at Exo Therapeutics, Slipstream's end client
- Deskside support in a Windows and Mac environment
- Handling in person and remote IT Support issues
- Diagnosed hardware, network, and connectivity issues impacting user-initiated tasks
- Provided in-person and remote IT support for diverse user needs
- Utilized internal ticketing system to manage and resolve user support requests
- Using Azure AD for device management, password resets, group policy and more.
- Configured equipment for employee use, including installation of cables, operating systems, and software
IS Support Service Desk
Partners Healthcare
05.2021 - 06.2022
- Provided user support via telephone, chat, and email, ensuring timely resolution of issues.
- Provided support for Office 365 applications and resolved issues.
- Assisted users with mobile device setup and troubleshooting
- Facilitated support for Google Workspace applications to optimize user experience.
- Utilized remote desktop tools for off-site troubleshooting assistance.
- Diagnosed and resolved hardware, software, and network issues to restore functionality.
- Delivered technical support for Mac OS environments
- Diagnosed and resolved network connectivity issues
- Provided personalized, high-level support to VIP users, ensuring their specific needs were met. of VIP Level end users including Doctors, Nurses, Directors, etc
Mobile Device and Retail Sales Consultant
AT&T
08.2018 - 09.2020
- Welcomed customers, approached potential buyers, provided advice, and recommended products to enhance shopping experience.
- Provided support for mobile devices, including iPads, iPhones, and Androids. of iPads, iPhones, and Androids
- Providing in person mobile device and OS support and troubleshooting
- Troubleshooting issues including network connectivity, application issues, OS issues, etc.
- Provided end-to-end solutions by reaching out to local businesses to offer tailored mobile device support.
- Assisted customers with various technical issues they encountered. types of technical issues customers encounter.
- Helped customer complete purchases, locate items, and join reward programs
- Enhanced customer loyalty by offering tailored solutions that met individual needs.
- Enhanced customer loyalty through tailored solutions that addressed individual needs and preferences.
Education
Associates - Information Technology
Bunker Hill Community College
Skills
- Security Protocols
- Security System Maintenance
- Surveillance Systems
- Crisis Response Coordination
- Network Support
- System Administration
- Technical support
- Analytical thinking
LANGUAGES
Spanish
Timeline
Security Supervisor
Allied Universal Security
07.2026 - Current
Field Service Technician Contractor
Avaso
03.2026 - 05.2026
IT Support Contractor
MSP
01.2026 - 02.2026
Desktop Support Engineer
A&O IT Group
03.2025 - 10.2025
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