CARLOS FLORES

INDIAN HEAD, MD *****

301-***-****

adgnct@r.postjobfree.com LINKEDIN.COM/IN/CJFG

CORE COMPETENCIES

Hardware Configurations • Operating System Installation • Technical Troubleshooting

TCP/IP Communications • Windows and Linux Filesystems Navigation • User Training & Support

Preventative Maintenance • Microsoft Office Applications • Windows 10 & Linux

iOS & Android Support • Client/End-User Support

Boost (AWS TS) • Remedy Ticketing System

EDUCATION

CompTIA A+ Certification September 2020

CompTIA A+ 220-1001 covers mobile devices, networking technology, hardware, virtualization and cloud computing and network troubleshooting.

CompTIA A+ 220-1002 covers installing and configuring operating systems, expanded security, software troubleshooting and operational procedures.

Google IT Support Specialization January 2020

A 5-course specialization on Coursera.org provided by Google.

Technical support: Installing & configuring computer hardware, software, and networks - During this phase of the program I learned to properly build a pc, install the windows OS and adjust the settings as well as basic configuration of a SOHO network.

Computer networking: Standard protocols for TCP/IP and network services - Learned about the OSI model and how packets data is read from each frame header in order to route it to the next hop. Learned about IGP, BGP and the vector and link state technologies used by them in order to update and share route tables all across the network.

Operating systems: Creating users, groups, and permissions for account access & installing, configuring, and removing software on Windows and Linux operating systems - Connected into remote instances using putty and RDP where we were given the tasks and we performed them in a simulated environment. These allowed me to gain hands on experience with (AD) and the use of APT INSTALL, APT UPDATE, APT UPGRADE, APT REMOVE, CHMOD, CHOWN and CHGRP commands.

Systems administration: Server management, user & information management - This phase of the program gave me theoretical knowledge about (AD) and the different policies that take place when managing users within (OUs) as well as permission management using the ICACLS tool in PowerShell.

IT Security: Authentication, authorization and accounting along with CIA triad, symmetric and asymmetric keys, certificates, and hashing algorithms

Remote access - During the course I had to remote VMs to troubleshoot issues related to management like the removal and termination of programs through the shell as well as reading .config files for DNS servers that were taken down due to misconfigurations and permissions.

PROFESSIONAL EXPERIENCE

Overnight Data Center Technician March 2020 – August 2020

Amazon Web Services, Manassas, VA

Performed minimum configuration (ISO testing) of 1U and 4U servers. ISO tested for power by testing malfunctions with power supplies, batch tested for dead DIMMS, CPUs and Motherboards on hosts that would not post. Essentially tested the most obvious components, replaced HBAs (Drive controllers) for arrays with missing drives, replaced NICs for hosts that would consistently fall out of the CloudForge.

Collaborated with escalation teams to resolve customer impacting issues in a timely manner to meet SLAs.

Engaged and delivered on resolving team productivity impacting issues.

Served as one of the on-call support members for South IAD Cluster.

Provided basic SM (1310mm) and MM (850mm) fiber support of the internal and external network fabrics by replacing optics, breakouts, and fiber runs.

Analyzed and arranged nightly work from ticketing system based on ticket severity and priority established by Amazon. High priority tickets are any tickets that impact customers renting out devices, customer-requested upgrades or swaps, and any network device that has gone down. These tickets require immediate attention of a technician and are essential to Amazon’s commitment to the customer.

Engaged with the Logistics team to schedule timely and accurate delivery of parts when needed.

Escalated ticket that needed the review of senior technicians/authorization to be worked on.

Overnight Receiving Supervisor December 2018 – September 2019

Promotion from Overnight Associate

Floor and Décor Outlets of America, Alexandria, VA

●Developed a new merchandise receiving procedure, which resulted in decreased truck loading time by 40% and retention fees by 80%.

●Collaborated with other supervising team leaders to conduct new-hire onboarding, employee cross-training and feedback.

●Assigned and monitored the use of handheld computers used for receiving, loadout, and inventory of merchandise.

●Performed nightly equipment audits and logged data electronically using company software in compliance with safety policies.

Roof Mechanic Apprentice August 2018 – February 2019

Jones Roofing, Alexandria, VA

●Coordinated and scheduled project timelines with clients via in-phone or face-to-face interactions.

●Translated instructions from foreman to our team members to ensure safety and efficient workflow during projects.

●Collaborated with the organization of material purchasing for low-risk projects by engaging in face-to-face interactions with material vendors and associates.

●Tracked weather changes using mobile computers in order to prioritize projects with suitable weather condition.

Operations Consultant August 2018 – August 2018 JHJ LLC Computers & Cellphones, Alexandria, VA

●Implemented the use of Google tools to increase the store’s online presence by 25%.

●Consolidated customer interaction guidelines in order to improve sales and support.

●Created digital and chalkboard advertising to promote products and services.

●Implemented the procedural creation, addition, and synchronization of Google and iOS accounts for better customer satisfaction and overall product and service awareness.

Sales and Support Advocate March 2016 – March 2018

AT&T Mobility Services, LLC, New Carrollton, MD

●Increased customer service experience by 25% by enhancing and following customer interaction procedures.

●Collaborated in improving Rewards Program metrics by 60% by using active and consistent benefit advertising.

●Planned, created, and presented educational content for improved mobile device use, backup, and synchronization practices that led to increase in long-term customer satisfaction and loyalty.

●Communicated technical information and presented new mobile devices to potential clients on a daily basis in pursuit of adding new accounts.

Store Manager January 2015 – January 2016

Arc Maryland Enterprise, Morningside, MD

●Built and maintained customer base for the store with an average of 27 additional accounts every month.

●Set up multiple inventory and sales tracking tools using Microsoft Office Excel.

●Established an online presence for the store using the Google Business online and app tools.

●Designed and created in-store advertisement for products and services that impacted the store’s success by 30%.

●Repaired mobile devices using procedural disassembly practices with aide of heat guns, soldering guns, and microscopes.

Contact this candidate