1. 9 0 0 0 2 3 6 TH A V E .
S AL E M , W I. 5 31 6 8
E M AI L : S FL OR E S A 7 5 @ Y A H O O . C O M
P H O N E : 2 6 2 - 484 - 6 3 3 2
S ARAH A. FL O RE S
OBJECTIVE
Excellent customer service, communication skills and the ability
to work effectively with client and other system division staff.
Self- motivated with proven analytical and problem-solving
abilities. Strong administrative, planning, and organizational
skills. Innovative, enthusiastic and committed to professional
growth. Proficient in Windows (xp, 7,8, 10) ITSM, Sharepoint,
Microsoft Excel, Powerpoint, Word, Office 365, Kronos, Webex,
Outlook, IBM Maximo, Cognos, AS400, Remedy, Atlas, Lars Time
Card, Tac5, Apropo, SAP, CIT applications, and Adobe Indesign
& Illustrator.
EXPERIENCE
Abbott Laboratories Sr. Help Desk Analyst- Global Service Desk July 2005-April 2016
 Create tickets within ITSM, handle technical
troubleshooting withinanenterpriseenvironment.
 Troubleshootproblemsandresolve tickets and resolve or
escalate ticketto local desktoptechnician.
 GreatCustomerService skills,workindependently,
multitasker.
 Password reset and administer help with forms and
accessto multiple applications.
 Clear Print Queues, map share drives and network
printers, install software, remote support.
 Trained new Global Service Desk Analysts.
 Received SMS tools training- for ADD, CORP and RPD
Divisions.
Abbott Laboratories Help Desk Analyst- Computer Hardware Services 2002–July 2005
 Answer calls and accurately identify, prioritize, log and or
resolve call over the phone.
 Provide guidance, assistance, coordination and follow up
on client questions, problems or malfunctions of all
related hardware break-fix.
 Enter new work orders thru Remedy and Atlas,
prioritize and dispatch technician to users’ location.
 Manage Technicians workload and daily work order
route.
 Report problems with procedures and makes
suggestions for improvements.

2. (continued)
 Ensure technicians are meeting customer’s department
SLA’s by tracking calls thru the Remedy database
system.
 Maintain and update the departmental web
application database to ensure proper
documentation on the parts ordering and
receiving life cycle.
 Run Weekly/Monthly Reports for departmental
and Divisional statistics using macros, database
reporting and excel.
 Manage the CHS Survey database by cleaning up tickets
and send out surveys to customers for their feedback.
 Follow up on customer complaints to resolve and
prevent reoccurring issues.
 Responsible for reconciliation of labor reimbursements.
 Review and approve employee’s daily time cards thru
Lars and Tac5.
 Approve Manpower Time cards and update excel
spreadsheet for monthly financial accruals.
 Process billing time cards using Atlas database to
ensure appropriate sales are received into dept.
 Handle departmental vehicle maintenance and repairs,
 Updating spreadsheet with repairs and cost.
Abbott Laboratories Human Resource Employee Assistant-IT Recruiting May 2000-2002
 Perform various HR functions and provide
administrative support for IT Recruiting Staff.
 Responsible for the execution and completion of pre-
employment tasks.
 Recruiter Assistant Setting up Interviews, Resume
Search for Open Positions, Contact applicants to setup
interviews.
 Coordination and planning of IT offsite/onsite Job Fairs.
 Create detailed statistical reports and spreadsheets;
database management.
 As a Hiresystems Super-User; input, track, and
maintain candidate flow activities. Proficient in
Microsoft and Lotus SmartSuite
A p p l i c a t i o n s .

3. References:
Daria Madrigrano - Global Service Desk Team Lead
Phone: 262-358-2552
Cherie Peterson- Global Service Desk Team Lead
Phone: 262-652-2892
Betsy Haas- Computer Hardware Services Manager
Email: Betsy.Haas@abbott.com
Denese Pasko- Past Coworker @ Global Service Desk
262-344-4414