Adilene Flores is seeking a challenging position utilizing her customer service, office support, technical, and bilingual skills. She has over 5 years of experience in customer support roles for BMW, Sealed Air/Cryovac, and Level One. Her experience includes troubleshooting hardware, software, and network issues for clients, managing a team of analysts, and serving as the Spanish lead for her team at BMW. She is proficient in various operating systems, software, and networking tools.

1. 26 Fairmont Dr. Greenville, SC 29605Phone: 8643821373E-Mail: 1991adilene@gmail.com
AdileneFlores
Objective
To secure a challenging position in a growing facility and environment that will use my
customer service, office support, technical and bilingual skills.
Skills
Bilingual administrative support professional, experienced working in fast paced
environments, demanding strong organizational, technical and interpersonal skills.
Trustworthy, ethical and discreet, committed to superior customer service. Confident
and poised in interaction with individuals of all levels. Able to multi-task effectively.
Operating Systems
 Windows XP, Windows 7
 iOS, Android
Hardware
 Set up computer hardware for analysts when new equipment comes in.
 Troubleshooting of Konica Minolta, Xerox Printers.
 iPhone- Installing/Replacing internal components: Battery, Buttons, Speaker,
microphone.
Networking
 VPN
 Ethernet, Wi-Fi
Software
 BMW Remedy (Optis)
 Remote Desktop Clients
 SAP
 Active Directory
 Microsoft Applications: Outlook, PowerPoint, Word, Excel and Publisher
 Lotus Notes

2.  Avaya One, Avaya Interaction Client
 Daily Software installation
Education
COMPTIA A+ (in Progress)
Greenville Technical College
August 2010 – May 2011
Greenville, SC
Personal Trainer Certificate
Experience
NSC Global/T-Systems
August 2015 – Present
BMW Help Desk Team Lead
 Responsible for a team of 17 Analysts
 Spanish Lead, handle issues pertaining to the Help Desk with Argentina and
Mexico Operations Managers
 Manage the Help Desk ticket queue in ITSM (Optis)
 Part of the ITSD Accounts team which manages BMW user accounts in Active
Directory and in the IDAS system
 Assist the analysts with difficult calls and troubleshooting computer issues.
 In charge of evaluating the help desk analysts monthly and assigning employee
of the month certificate
July 2013 – August 15
BMW Help Desk Analyst
 Assist BMW Associates Globally through phone and email requests
 Troubleshoot user software, hardware and network issues
 Daily use of BMW Remedy, Active Directory, SAP, Microsoft and Avaya
applications

3.  Submit tickets to second level support teams globally including the U.S, Canada,
Mexico and Argentina
Sealed Air/Cryovac
June 2012 – December 2012
Bilingual IT Help Desk Agent
 Provide technical support to End users globally by phone and email and
troubleshoot, diagnose and configure software and network system components
 Daily use of systems such as BMW Remedy, SAP and Lotus Notes
 Build report with the user and follow up on trouble tickets
Level One
June 2011 – June 2012
Marketing Associate
 Processing inbound prospect inquiries/requests by phone and email
 Assist in translation in the maintenance and marketing department
 Provide professional and friendly customer service to every caller
References
Tracy Rodriguez – Cryovac 864-208-5988 Tracy.Rodriguez@sealedair.com
Raymond Finger – NCR 864-491-3807 Raymond.Finger@bmwmcext.com
Alicia Saha – NCR 864-501-6699 Alicia.Saha@bmwmcext.com