MARCUS FLORES

Cypress, TX 77433
(832) 275-6202 - 05flores@gmail.com
www.linkedin.com/in/marcusflores81

INFORMATION TECHNOLOGY PROJECT MANAGEMENT HELP DESK

PROFILE
Experienced IT Professional looking to obtain a technical/systems support role that utilizes my experiences and training in a
progressive technology environment. Extensive expertise in maintaining equipment from high-end routers to switches, laptops,
and desktops. Support of local administration of peripherals, to printers, scanners, file-sharing and security. Advanced proficiency
in a wide range of hardware and software technologies, including system backups and file recovery. Possesses the ability to
perform under adverse, critical conditions, executing tasks efficiently, and methodically. Bilingual speaker of English and Spanish,
with concrete Help Desk Support and logging work system knowledge.

STRENGTHS

Application Support
Workstation Support
Business Applications
Systems Integration
Help Desk, Trouble-shoot

End User Support & Training

Strategic Planning
Problem Analysis & Research
Hardware Troubleshooting
Hardware Repair & Upgrades

Service Documentation
Remote Support Tools
Mobile Operating Systems
Virus cleaning
Active Directory

TECHNOLOGY

Operating Systems: Microsoft Windows 95, 98, NT, and 2000 and XP OSs, Active Directory, Networking, Server 2003 / Cisco IOS,
Red Hat Linux, Windows 7 Professional, Server 2008, Server 2012.

Software: Proficient with MS Office Suite (Microsoft Word & Excel), Internet Explorer, Firefox, Norton Antivirus, AVG Security,
WinZip, Mitel Phone System, AutoCAD programs, SolidWorks, FlexLM License manager, System Center 2012 R2, Microsoft Exchange,
Primavera, multiple engineering applications, ACDSee, Filezilla, Putty, VNC, Cisco VPN, Mathcad, SolidWorks, Signal FSS, Caesar II,
Compress, CadWorx.

Hardware: PC repair, Printers, Hubs, Cisco Catalyst Switches 1900, 2900 series Cisco routers 2500, 2600,Cables, Fluke Link Runner,
Mitel Phone System Equipment, HP Business Elite Books, HP Work Stations, Panasonic Toughbook, Polycom Conference phone/video
conference equipment, Avocent KVM Equipment.

PROFESSIONAL WORK HISTORY

Stress Engineering Services
06/2008 03/2016
Helpdesk Analyst: Monitored, diagnosed, and resolved issues with hardware, software, network connectivity, operating systems,
and proprietary software. Administered and supported mission-critical Microsoft platforms and applications. Provided e-mail, and
remote desktop service to internal and contracted user groups. Tracked and addressed trended issues, and planned long-term
resolution strategies for chronic problems.

Provided first level technical support to end-users

Ability to convey technical solutions in a clear and concise manner.
Installed and configured computer hardware systems and software.
Imaged computers to install Windows 7.
Diagnosed and analyzed critical issues with end-users over the phone, email and in person.
Escalated unresolved problems to other support staff.
Claimed ownership of problems and tracked them to a successful conclusion.
Responsible for creating and troubleshooting Windows logon accounts via Active Directory.
Responsible for creating e-mail accounts using Microsoft Exchange.
Utilized Active Directory to assist with security password resets, to create and manage special security groups that were
needed throughout the company.

Resume of Marcus Flores

Page 2

Created user IDs and assigned SecureID tokens to those IDs using RSA Security Console.
Responsible for ordering computers and all related equipment that goes with them.
Supported various HP peripherals (including laptops, workstations, printers, and servers)
Deployed Windows 7 and Office 2010 to the whole company.
Utilized SCCM for building new equipment for deployment, rebuilding laptops, workstations, managing software
licensing for software inventory.
Updated internal back up system, adding new backup tapes when needed.
Maintained software licenses, and assisted in creating quotes for new software license leases.
Assisted in setting up Go To Meetings for endusers when support was needed.
Assisted with setting up Polycom Video Conference equipment for endusers and clients when needed.
Provided support for Mitel phone system.
Helped troubleshoot VPN related issues with end-users over the phone.

Accomplishments:
Windows 7 Migration Project
Served as Project Lead for migrating/upgrading all computers from Microsoft XP to Windows 7 in the company.
Migrated end-user from Windows XP to Windows 7 manually in person. Created scope for this project, calculated total
estimated cost of upgrading approximately 150 plus machines in the company that were capable of running Windows 7
and compatible. This project lasted about 3-4 months.
RAM Upgrade Project
Used SCCM and SQL to run a report of all the machines that had low ram. Created report for supervisor explaining
what it would cost to upgrade all low memory machines to 8gb of RAM. Requested multiple quotes from vendors to get
the lowest possible cost for RAM to help keep the project cost low.

Getronics
01/2008- 05/2008
NSOC (Network Security Operations Analyst)
Regal Entertainment Cutover Project:
Project consisted of connecting network devices, troubleshooting to make sure all devices can communicate with each
other and using SSH (Secure Shell) and Telnet to login to routers and switches.
Utilized a VPN connection to run a ping sweep program to verify device connectivity.
Target Rollover project:
Remote access into routers using SSH (Secure Shell) and Telnet.
Consisted of upgrading all Cisco 2650 router to 2821 routers at all Target stores around the U.S. Daily communication
with technicians through the upgrade process with no production interruptions.
Disconnected network cables, WIC cards, and transferring to new routers as well as, verifying that the Target store was
back up and functional.
Accomplishments:
Diagnosed and solved network related issues. Executed two major projects while working for this company.

Resume of Marcus Flores

United Parcel Service

UPS Package Handler

Page 3
03/2002 01/2008

Inspected, and received material coming into warehouse facility in an expeditious and accurate manner.
Responsible for working in a fast paced, deadline driven team.
Constantly met or exceeded company metrics for production, which was to sort 1,000 packages per hour.
UPS Driver

Top performer in corporate training program.

Executed daily responsibilities while adhering to strict time management goals, safety requirements, and customer
satisfaction
Delivered parcels to daily and residential customers during peak season.

CONTINUING EDUCATION
Westwood College, Degree in Computer Network Engineering Associates Degree, 3.18 GPA.