Luis Flores Email & Phone Number

Hightstown, Nj, Us

* Uphold excellent customer service through phone and online support, escalate requests with proper internal department and collaborate with team until resolved ______________________________________________________________________________________________________________* Daily monitoring of our client’s end networks to ensure uptime and connectivity ______________________________________________________________________________________________________________* Handle multiple categories of ticket requests which include but not limited to access, remote hands, services, maintenance, provider, and circuits______________________________________________________________________________________________________________* Physical Hands-OnServers – replace network interface cards, ram sticks, and solid state drivesRouters – replace and rack routersCable management – reseat network cables, provisioned cross connect from patch panel to client’s cabinetDevice management – power cycle devices, swap power supply units, rack servers 4u and 2u models, swap drives / media tapes, and attach kvm devices into server for remote control access ________________________________________________________________________________________________________________

* Provide first call resolution/escalation to at least 10-35 employees daily via Microsoft Teams by implementing the CompTIA troubleshooting methodology ______________________________________________________________________________________________________________* Escalate and create tickets with descriptive summary including proper title to help determine next course of action within a certain time frame______________________________________________________________________________________________________________* Provide multiple support by documenting, tracking, and monitoring constant problems to ensure awareness and follow up in team meetings______________________________________________________________________________________________________________* Create and maintain documentations, rosters, and knowledge base articles_______________________________________________________________________________________________________________* Provision/Deprovision employees accordingly which includes access to third party applications, security groups, and distribution lists________________________________________________________________________________________________________________

* Led a team of 3 to ensure goals and project deadlines were met______________________________________________________________________________________________________________* Sustained accuracy of 95-97% of auditing physical inventory on a regular basis______________________________________________________________________________________________________________* Identified and resolved discrepancies in a timely manner______________________________________________________________________________________________________________

* Managed a minimum of 27 employees to fulfill daily workload to deliver our goods to our customers in an organized timely manner______________________________________________________________________________________________________________* Identified and implemented process enhancements to help ease the transition of newly arrived goods to their primary location______________________________________________________________________________________________________________* Assisted in the mentoring of employees that were promoted into lead and supervisor positions. ______________________________________________________________________________________________________________

* Led a team of 4 to ensure deadlines, goals, and tasks were met. Offered support and assistance to supervisor to help deliver on-time results by taking first point and provided documented step-by-step procedure to reduce time spent in case of reoccurrence. ______________________________________________________________________________________________________________* Assigned and generated cycle counts using SAP (Warehouse Management System) to ensure on-hand availability for our consumers. ______________________________________________________________________________________________________________* Oversaw and assisted in department projects such as transitioning products from bay to bay due to the level of demand. By completing this transition inventory became better organized and gave tremendous space for incoming products. ______________________________________________________________________________________________________________* Edited and created new processes and procedures to enhance instructions on how to properly report, document, place, and discard damaged products. ______________________________________________________________________________________________________________* Researched and identified root cause of misplaced product with nearly 80% success rate of locating the product. ______________________________________________________________________________________________________________