Abel Carballoza
Liverpool,NY
Summary
I am a personable, highly driven, and passionate individual with years of experience in Information Technology that possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Working right now on my CCNA and Security+ certification
Overview
7
7
years of professional experience
Work History
Service Desk Specialist
Aspen Dental Management Inc.
08.2023 - Current
- Improved customer satisfaction by efficiently addressing and resolving service desk tickets.
- Reduced downtime with proactive monitoring of IT systems and timely troubleshooting.
- Optimized workflow efficiency by creating detailed documentation of service desk procedures and best practices.
- Boosted user proficiency with continuous training sessions covering new software features and updates.
- Collaborated with cross-functional teams to identify root causes of recurring issues, implementing long-term solutions that improved overall system stability.
- Delivered exceptional customer service through empathetic listening skills, clear communication, and prompt issue resolution strategies.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Worked and implemented Two-factor authentication such as Microsoft Authenticator and DUO Mobile from Cisco
Help Desk Specialist
IUSA WATER
07.2017 - 07.2022
- Conducted regular training sessions for new help desk staff, ensuring consistent service quality across the team.
- Developed troubleshooting guides to empower end-users to resolve minor issues independently.
- Monitored helpdesk performance metrics, identifying areas for improvement and implementing corrective actions.
- Provided after-hours support during critical system updates or outages, minimizing downtime for users.
- Provided technical support over the phone, email, and desktop chat, responding to all messages within 2 hours
- Command prompt diagnosing and repairing network malfunctions including file deletion, slow computer speed, and third-party software compatibility issues
- Installed new equipment, patched/tested network cabling and network devices.
- Managed hardware inventory, ensuring timely replacements or repairs of faulty equipment to minimize downtime.
- Provided end-user system and equipment training.
Test Technician 2
TTM
01.2022 - 08.2023
- Enhanced product quality by conducting thorough tests on electronic components and systems.
- Reduced test malfunctions by maintaining and calibrating test equipment regularly.
- Expedited troubleshooting procedures, identifying root causes of failures in electronic devices.
- Implemented comprehensive test plans to evaluate product functionality, safety, and performance according to industry standards.
- Safeguarded intellectual property by adhering to strict confidentiality protocols when handling sensitive information related to product designs and performance data.
- Contributed to successful audits by meticulously maintaining accurate records of all testing activities, results, and related documentation.
- Trained other workers in inspection and testing procedures.
- Followed standard operating procedures for inspections and tests.
Food Delivery Driver
DoorDash
01.2021 - 01.2022
- Increased repeat business by providing friendly and professional service to customers.
- Contributed to team performance by covering additional shifts when needed, demonstrating flexibility and commitment to company goals.
- Participated in regular training sessions to stay updated on company policies and product offerings.
- Provided excellent customer service by being friendly and courteous during interactions to increase satisfaction and loyalty.
Dental Assistant
QUALITY FAMILY DENTAL
12.2019 - 12.2020
- Increased patient retention by building rapport through excellent communication skills and a friendly demeanor.
- Promoted ongoing professional development by attending industry conferences, seminars, workshops.
- Explained treatment procedures and instructed patients on home care guidelines.
- Entered patient data into computer system, adhering to strict privacy laws and maintaining high level of accuracy.
Administrative Assistant
Syracuse EOC
05.2017 - 06.2019
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Assisted coworkers and staff members with special tasks on daily basis.
- Used various computer applications, such as database management and word processor
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
Education
GED -
Syracuse EOC
Syracuse, NY05.2028
Skills
- Software Installation
- Network Troubleshooting
- Security awareness
- System Administration
- Remote Support
- Active Directory
- Windows 10,11 and MS 365
- Attention to Detail
- Bi-lingual (Spanish & English)
- Virtual meeting and telework
Timeline
Service Desk Specialist
Aspen Dental Management Inc.
08.2023 - Current
Test Technician 2
TTM
01.2022 - 08.2023
Food Delivery Driver
DoorDash
01.2021 - 01.2022
Dental Assistant
QUALITY FAMILY DENTAL
12.2019 - 12.2020
Help Desk Specialist
IUSA WATER
07.2017 - 07.2022
Administrative Assistant
Syracuse EOC
05.2017 - 06.2019
GED -
Syracuse EOC
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