Robin Flores
Summary
Versatile IT Administrator and Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Tier 1/Tier 2 Technical Support Specialist
USPS-OIG
03.2022 - Current
- Configured hardware and granted system permissions to new employees.
- Assisted with updating technical support best practices for use by team.
- Recorded and maintained relevant notes for each client and work order.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Walked individuals through basic troubleshooting tasks.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Junior IT Administrator
Executive One Holding
02.2021 - Current
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
- Evaluated software products to determine compatibility with existing systems.
- Diagnosed and resolved hardware and software issues.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
- Troubleshot employee concerns and recommended corrective actions to resolve issues.
- Installed and configured network printers and other peripheral devices.
- Diagnosed and executed resolution for network and server issues.
- Developed and documented network policies, procedures and standards.
- Studied processes, implemented cost reductions and developed reporting procedures to maintain administrative workflow.
- Monitored networks and network devices to resolve technical problems quickly.
Education
MBA -
University of Phoenix
Tempe, AZ05.2024
Bachelor of Science - Information Technology
University of Phoenix
Tempe, AZ09.2022
None Degree Seeking -
Northern Virginia Community College
Sterling, VA05.2016
High School Diploma -
Loudoun County High School
Leesburg, VA06.2014
Skills
- Programming: Java (Basic), Python (Intermediate), HTML, worked with Pseudocode
- Database: My SQL (Basic), Visio Basic Data and Relationship Models
- Operating Systems: Windows, Mac OS, Android, will learn Linux
- Software: Microsoft Office Suite (Including MS Project and Visio), Microsoft Azure, AWS, Eclipse (Basic), Adobe programs (Built a website for class)
- Knowledge Base: Computer repair, Diagnostics, and Security Measurements, Application Installation, First/Second/Third Level Support, Hardware Upgrades, Remote Technical Assistance, System Provisioning, User Experience, Hardware Evaluation, VPN Configurations, Data Connectivity, Tracking and Documentation
Certification
AWS Cloud Practitioner, and ITSM (Currently working on both certifications)
Clearances: Public Trust
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Tier 1/Tier 2 Technical Support Specialist
USPS-OIG
03.2022 - Current
Junior IT Administrator
Executive One Holding
02.2021 - Current
MBA -
University of Phoenix
Bachelor of Science - Information Technology
University of Phoenix
None Degree Seeking -
Northern Virginia Community College
High School Diploma -
Loudoun County High School
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