Ewa Flores has over 10 years of experience in IT customer support roles. She has a degree in Network Systems Administration from Devry University. Her most recent role was as a Support Analyst at Kirby Lester LLC where she handled technical support calls, managed schedules, performed repairs, trained customers and employees, and was proficient in various applications. Prior to that, she held technical support roles at FTD and worked as a Pre-Implementation Specialist at FTD on a contract through Insight Global Staffing.
1. Ewa Flores
392 Saint Charles St Elgin IL 60120 773-817-6643(Cell) Pawlowska.ewa@gmail.com
Objective
IT professional seeking a position in the IT field with an organization where my strong skills in
customer service, satisfaction, and natural skill for solving problems will elevate and benefit the
company, as well as the consumer.
Education
Devry University
Chicago, IL Graduated 06/06/2006
• Associates in Applied Science degree- Network Systems Administration
• Dean’s list
Employment Experience
Kirby Lester LLC
Lake Forest , IL 01/14 – Present
Support Analyst
• Handle Incoming calls regarding Kirby Lester and FirstDose hardware and software.
• Managed tech desk schedule and after hours tech schedule.
• Quoted and processed machine repairs as well as part orders.
• Ran reports for internal requests and corporate accounts.
• Performed ticket audits.
• Supervised when manager was not available.
• Trained customers during onsite installs.
• Trained new employees.
• QC repaired machines..
• Proficient in the following applications: Acronis, SQL, Word, Excel, Outlook, Teamviewer,
Simplehelp, Bomgar, Great Plains, and Salesforce.
FTD
Downers Grove, IL 05/08 – 01/14
Technical Support Specialist Level II
• Handle escalated calls from Level I.
• Incoming and outgoing calls regarding software errors, training, and overall troubleshooting of
POS/OE software
2. • Install, upgrade and configure FTD proprietary software on servers and clients.
• System recoveries on servers and clients.
• Training the member during the onsite installs.
• Working with 3rd party software interfacing
• Install local and network printers.
• Setup internal network for servers and clients.
• Networking computers and working with routers, switches and vpn’s.
• HEAT to document problems and solutions
• Use symantec PC Anywhere, Mikogo, Teamviewer, RealVNC, and UltraVNC to remotely access
servers
• Worked with following applications : Word, Excel, PowerPoint, Outlook, Norton AV, McAfee
AV, Teamviewer, VNC, and PCanywhere.
• Worked with following Operating Systems: Windows 2000/XP/Vista/Windows 7 Server 2000
• Limite VM and active directory
FTD (Contract- Insight Global Staffing)
Downers Grove, IL 07/07 – 05/08
Pre-Implementation Specialist
• Incoming and outgoing calls from customers regarding software installation as well as any
hardware installations
• Going over information with Project Managers regarding the installations and double checking
information is correct.
• Performing a few onsite installs of hardware and software
• Training the member during the onsite installs.
• Outgoing calls regarding surveys on customer satisfaction
Delta Sonic Car Wash
Melrose Park, IL 08/05 – 03/07
Sales/Cashier/Interiors
• Provided high level of customer service and satisfaction
• Promoted and sold higher value wash services as well as answered phones and assisted customers
with questions and concerns
• Trained new employees in daily procedures
• Promoted to Cashier Level II
