Embed Size (px)
Citation preview
DANNY E FLORES237 Elmgrove Road, Rochester, New York 14626 • 210-885-5365 • [email protected]
OBJECTIVEI seek a position where I can make a significant contribution to this organization’s growth and success, and where I can also enhance my own development.
SUMMARY OF QUALIFICATIONS
Ability to work under demanding schedules with minimal supervision Ability to communicate technical information, both verbal and written, to a wide range of end-
users Ability to work well within a team environment as well as independently Able to use problem solving abilities along with strong verbal and written communication skills
to create a positive “Customer Experience”. Ability to conduct both basic and extensive IT hardware and software troubleshooting
WORK EXPERIENCENEW YORK STATE OF HEALTH PROJECT 08/16/2016 TO PRESENT
Help Desk Technician 2
Initial permanent Tech II on site during, build out stages of Rochester NYSOH project. Participated in completion of 2500 person, NYSOH call center set up including but not limited
staging and deploying inventory to imaging & configuring workstations for customer service agents and laptops for management.
Communicate with Management/ Supervisors and Team Leads to ensure service level agreements, compliance, and customer satisfaction is maintained on a daily basis.
Manage and monitor internal assets to ensure accurate inventory records. Handle Tier 1 and 2 Help Desk escalations using Cherwell ticketing system, remote access
using Bomgar Representative or Remote Desktop Connection, Skype for business chat or via phone.
WORK EXPERIENCEMAXIMUS, BROWNSVILLE, TEXAS 03/30/2015 TO 7/30/2016
System Technician IV Led IT team responsible for decommission of Federal Call Center located in Boise, Idaho.
Duties included but was not limited to supervising the team inventory and ship all GDIT assets to alternate GDIT sites, creating backup of security systems and shipment to secure storage site and shipping all Maximus assets, including, server, switches and other hardware to active Maximus sites.
Assisted in completion of VA call center set up including work stations and program of phone system using Verizon Virtual Communication Express Application
Created accounts and configure hardware as part of continuous onboarding for GDIT Handle Tier 1 and 2 Help Desk escalations using remote access, chat or phone.
WORK EXPERIENCEMAXIMUS, BOISE ID 06/30/2013 TO 3/30/2015
Help Desk Technician 2 Assisted in the complete IT infrastructure build out of the current location. This included
Workstation, VOIP phone and Telecomm room set up in support of the Affordable Care Act Queue Manager for Maximus Federal Services ticketing system whose duties included but are
not limited to monitoring ticket queue to maintain service quality metrics, reaching out to Managers, Team Leads and Technicians to determine level of service required and assigning tickets to technicians at various locations.
Maximus, San Antonio, TX 10/11/2010 to 6/30/2013Application Support Specialist II
Retrieved data from authorized, designated databases to perform tasks that included data entry of new information, validation and updating of existing information.
Reviewed and analyzed discrepancies in data received, requested clarification and effectively raised queries to the team supervisor if needed to complete a request.
EDUCATIONKeiser University- I acquired an Associate’s Degree in Information Technology Degree with 3.5 grade point avg. (Deans List) – Graduated June of 2013
60 hours completed (Criminal Justice / Sociology) San Antonio College, San Antonio 1985-1989
COMPUTER SKILLSApplications: All Microsoft Office applications, Adobe Reader, Oracle Siebel, Bomgar Remote AccessPlatforms: All versions of Windows (XP, WINDOWS NT, 7). I have some working experience with Windows Server 2003 & 2008 and Linux. I am highly skilled at workstation and personal computer troubleshooting, and multiple modes of online communication/social media.
REFERENCES
Charles Tutty – I.T Supervisor, Help Desk HLTH EAST/NY EC – 585-736-3000, [email protected]
Andrew P. Currie - Manager - Sys Admin, HLTH EAST/NY EC – 585-736-3038, [email protected]
Nephtalie Regalado – I.T. Manager, Maximus Federal Services – 956-551-4189, [email protected]
Greg J. Hanzelka –Manager- IT Infrastructure, Maximus Federal Services – 916-705-4198, [email protected]
