EDGAR FLORES
12101 COUNTY ROAD 11 APT 104
BURNSVILLE MN 55337
Cell 608-404-4305
florespedgar@gmail.com
OBJECTIVE:
Technical Support / Data Entry
PROFILE:
Bilingual: Fluent in Spanish. Extensively experienced troubleshooter with hands-on knowledge on a variety of computer
platforms, software and networks. Passionate attention to detail, accuracy and efficiency to constantly improve processes;
excellent problem-solving skills. Strong ability to communicate with people of varying technical experience backgrounds.
Dedicated to quality work, client and end-user satisfaction.
TICKETING SYSTEMS:
• BMC / Remedy and Magic Service Desk
• Salesforce
• Zendesk
PLATFORMS: • DOS • Windows 3.11 – Windows 10 • Apple iOS, System 7 – Mac OS X • Android OS • Linux
SOFTWARE: • Office: Word, Excel, PowerPoint, Outlook & Access • Adobe CC: Photoshop & Acrobat • FileMaker
EXPERIENCE:
DJM Marketing Solutions LLC,
National Renewal Exchange Inc. & Family Savings Inc. Burnsville, MN
Aug 12th 2019 – June 10th 2021
SYSTEMS ADMINISTRATOR
Received phone calls from FS sales leads, verified mailing and contact information, explained products & services, used
rebuttals and upsells. Offered opportunity with sister company, (NRE,) screening sales tapes to follow company guidelines
on ethical sales practices, verified customer information entered correctly on orders and communicated with superiors on
possible issues.
Spent last 13 mos. working as Helpdesk Analyst III; which further expanded to one of a salaried I.T. Dept. Manager
position, reporting directly to CIO. We were responsible for Azure Cloud, Microsoft 365 & Exchange services as well as
3CX VOIP and VICI dialer servers. We prepared Work From Home units for over 50 remote employees from four offices,
across six states, during the 2020 COVID-19 outbreak and resolved the increased volume of daily issues that arose.
AskEd! Computing Services Chicago, IL
Jan. 1999 – Present
ON-SITE COMPUTER TECHNICIAN
When not in formal employment I resort to my entrepreneurial efforts as a self-employed On-Site Computer
Technician for the Chicagoland and Northwest Indiana areas. The work is identical to the types of functions performed
by the well known, nationwide, Best Buy Geek Squad service. The service is provided generally to residential end users
and small business owners. Services provided range in various levels of expertise from simple one-on-one training of basic
computing tasks to data recovery after fire and water damage.
Convergys Corporation Appleton, WI
Sept. 2014 – Dec. 2014
CUSTOMER SERVICE, SALES & BILLING
Was on the AT&T U-verse account assisting new customers with billing concerns, changing services and new installs.
DirectBuy/United Consumers Club Inc. (UCC) Merrillville, IN
Aug 27th 2010 – Dec 10th 2010
HELPDESK ANALYST LEVEL I
Assisted international showrooms’ staff remotely: thin clients, desktops, website, software and email admin support.
Americall Group Inc. (AGI-Teleperformance) Hobart, IN
Dec 3rd 2007 – May 1st 2008
TECHNICAL SUPPORT REPRESENTATIVE
Worked on the Time Warner Cable account, in a Remote Tier II capacity, supporting their customers’ cable internet
access issues. I was able to achieve the highest number of positive customer survey responses during my last month
there.
Christian Home Health Services Inc. Merrillville, IN
July 18th 2007 – Oct 31st 2007
RECEPTIONIST
Performed duties as a “Jack of All Trades” where it was my responsibility to admin, maintain, repair and replace various
equipment; from computers to less sophisticated office machines up to and including their phone system and servers.
Served as levels Helpdesk Analyst I through Administrator Level III troubleshooting of network, server and user
account issues, including Deskside Level II troubleshooting of computer hardware and software. Trained in billing and
reception area work.
ABS Associates Inc. Rolling Meadows, IL
Apr 26th 2005 – May 11th 2007
HELPDESK ANALYST LEVEL I & REMOTE ENGINEER LEVEL II
Full-time telephone support computer technician.
Accounts I had the pleasure of serving on in a team environment:
 Blue Cross and Blue Shield Association
• Northwestern Mutual
 Relational Funding Corporation
• Juno Lighting Group
 Children’s Memorial Hospital
• Baxter Credit Union
Computers and Electronics Inc. (C&E) Cicero, IL
• Initiate Systems
• Red Bull North America
• Overland Solutions
Nov 2004 – Mar 2005
TECHNICIAN
My primary tasks at C&E entailed:
 Some sales and register use.
 Data recovery, backups and disk cloning.
 Salvaging, inspecting and repairing parts.
 Face to face and telephone technical support.
 On-site service calls to homes and businesses.
 Constructing new computers and refurbishing used computers.
 Operating system, hardware, software and device installations, upgrades & configurations.
Audio Visual Institute of DuPage (AVID) Lombard, IL
Nov 6th 1997 – Aug 26th 2004
TECHNICAL SUPPORT
AVID was an instructional multimedia, lending library, for the member educational facilities within DuPage County, Illinois.
My primary tasks at AVID entailed:
 Regular maintenance of workstations:
- Removal of “malware” a.k.a. spyware & adware.
- Troubleshooting hardware & software and their replacement when necessary.
- Removal of viruses using anti-virus software & manually through the Windows Registry.
 Daily review of server logs.
 Maintenance and updating of website.
 Performing nightly and weekly server backups.
 Technical support in performing and planning various office tasks.
EDUCATION:
University of Wisconsin, Madison, WI
Dec 2021 – Present
Cybersecurity Bootcamp: Completed 30 hours Introductory Course, passed exam, accepted into Extended Program.
Dakota County Technical College, Rosemount, MN
IPC-A-610 Training and Certification
 80 hours of classroom study with hands-on training
 Fundamentals of electronics soldering
 Industry safety standards
 Industry standards for Class 1, 2 and 3
 Through-hole, surface mount and terminal techniques
 Blueprint reading
July 2019
College of DuPage, Glen Ellyn, IL
2000 – 2001
Glenbard East High School, Lombard, IL
1996 – 1999