Luis Flores
San Antonio,TX
Summary
Technology-inclined professional with over 10 years of experience. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. I excel at analytical problem-solving and can effectively communicate complex issues in a clear and concise manner. I have a proven track record of leading diverse teams to successfully tackle and overcome the most challenging problems faced by organizations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Desk Analyst II and Mobile Subject-matter
Capital Group Investments / Randstad Digital
02.2017 - Current
- Resolved escalated incidents involving various enterprise technologies utilizing the Incident Response (IR) process and recording/resolving events within ServiceNow platform.
- VDI SME: handled software installation, configuration management, patching and testing, end point certification troubleshooting, and any network related issues.
- Conducted initial triage efforts against the following types of incidents: Suspicious emails, Local/Network files which were modified or inaccessible, compromised passwords or credential logins, and 3rd party breach notifications, and suspicious activity on company devices.
- Proficient in troubleshooting backend issues for the following: Okta MFA, Cisco VPN and RSA security console, Oracle Single Sign On, CyberArk EPM and Splunk.
- Worked as a business liaison with North American and Canadian cellular carriers to facilitate the ordering of new devices, change of service, replacements, and MDM implementation
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Provided instruction to new hires for various proprietary applications and conducted call shadowing.
Helpdesk Support Specialist/NOC Technician
MCNA Dental
02.2012 - 02.2017
- Provided technical assistance for onsite and remote end users, which included Desktop Support and troubleshooting, mobile device issues, and VOIP devices for Cisco and Polycom phones.
- Used Active Directory to create users and security groups for TX, FL, and LA call centers. Monitored networks for multiple sites and Domain Controllers via Zenoss Monitoring Systems.
- Conducted network installation in multiple office locations.
- Configured and troubleshooted network devices (Cisco routers, switches, and firewalls).
- Acted as liaison for third party vendors for problem resolution on platforms like AWS, CTI, IEX, and NIC.
- Created a Welcome Package for users which included the processes and procedures for new users, teaching them to: Log in to systems, manage the internal database, connect to VPN, Security (HIPPA Policies), and how to access virtual drives.
Education
Associate of Applied Science - Information Assurance & Cyber Security
Northwest Vista College
08.2011
Electrical Engineering And Computer Science
The University of Texas At San Antonio
San Antonio, TXHigh School Diploma -
St. Augustine High School
LaredoSkills
- Training
- Critical Thinking
- Leadership
- Incident Management
- Network Troubleshooting
- Client Relationship Management
- ServiceNow
- Confluence
- Splunk
- Service Level Agreements
- Technical Support
- System Administration
Certification
A+
CCNA
Security+
Timeline
Service Desk Analyst II and Mobile Subject-matter
Capital Group Investments / Randstad Digital
02.2017 - Current
Helpdesk Support Specialist/NOC Technician
MCNA Dental
02.2012 - 02.2017
Associate of Applied Science - Information Assurance & Cyber Security
Northwest Vista College
Electrical Engineering And Computer Science
The University of Texas At San Antonio
High School Diploma -
St. Augustine High School
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