Humberto Flores
Caguas
Summary
Help Desk Analyst and IT Support professional with extensive experience supporting mission-critical recruiting systems in regulated Department of Defense environments. Proven ability to deliver Tier 1 technical support, incident management, and customer service to geographically dispersed users while meeting strict SLA requirements. Experienced in troubleshooting legacy Oracle-based systems and supporting enterprise transitions to Salesforce-based CRM platforms. Recognized for strong documentation practices, knowledge base development, and leadership supporting high-volume help desk operations.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Help Desk Analyst | IT Support | DoD Systems
Yakshna Solutions, Inc
San Antonio
12.2024 - Current
- Provide Tier 1 technical support for USAF Recruiting personnel worldwide, supporting mission-critical recruiting systems in a regulated DoD environment
- Log, track, and resolve incidents using enterprise ticketing systems, ensuring accurate documentation and adherence to SLA requirements
- Respond to user inquiries via phone, email, and chat, delivering timely and professional support to geographically dispersed users
- Troubleshoot issues related to legacy Oracle-based recruiting systems while supporting the transition to a Salesforce-based CRM
- Escalate complex technical issues to Tier 2 and engineering teams to ensure uninterrupted recruiting operations
- Author and maintain knowledge base documentation, reducing repeat incidents and improving first-contact resolution
- Provide informal mentoring and technical guidance to junior analysts to ensure consistent service delivery
Systems Analyst – Recruiting Information Systems
United States Air Force, USAF
San Antonio
01.2018 - 12.2024
- Analyzed system functionality and user workflows to identify opportunities to improve usability and operational efficiency
- Collaborated with technical teams to document system requirements and support system enhancements aligned with recruiter needs
- Supported testing and validation of system updates to ensure accurate implementation and minimal disruption to operations
- Served as a liaison between end-users and technical teams to resolve system issues and improve overall user experience
Additional Leadership & Operational Experience
United States Air Force, USAF
San Antonio
09.2003 - 12.2024
- Provided policy guidance and operational support within regulated environments involving internal and external stakeholders
- Served as a primary point of contact for interagency coordination and external engagements
- Conducted briefings and supported leadership decision-making through accurate reporting and documentation
Education
Associate of Applied Science - Human Resources Management
Community College of The Air Force
Montgomery, AL06-2018
Associate of Arts - Logistics Management
Community College of The Air Force
Montgomery, AL11-2015
Skills
- Spanish (Fluent)
- Problem Solving
- Time Management
- Team Collaboration
- Leadership
Certification
Professional Selling Skills – Achieve Global
Timeline
Help Desk Analyst | IT Support | DoD Systems
Yakshna Solutions, Inc
12.2024 - Current
Systems Analyst – Recruiting Information Systems
United States Air Force, USAF
01.2018 - 12.2024
Additional Leadership & Operational Experience
United States Air Force, USAF
09.2003 - 12.2024
Associate of Applied Science - Human Resources Management
Community College of The Air Force
Associate of Arts - Logistics Management
Community College of The Air Force