Abel Carballoza
Liverpool,NY
Summary
A personable, highly driven, and passionate individual with years of experience in Information Technology. Possesses strong troubleshooting capabilities and client-oriented attitude. Experienced in providing network and software support to users and developing as well as implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Currently, working on obtaining the CCNA and Security+ certification.
Overview
8
8
years of professional experience
Work History
Service Desk Specialist
Aspen Dental Management Inc.
08.2023 - Current
- Improved customer satisfaction by efficiently addressing and resolving30 service desk tickets per day using ServiceNow
- Worked with multiple Apple based technologies such as iPads, iPhones and MacOS systems; also worked every day with the Apple device management Jamf
- 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
- Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks
- Configured hardware, devices, and software to set up workstations for employees
- Created user accounts and assigned permissions
- 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 - 07.2023
- 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 within2 hours
- Handle various types of technologies such Android systems, MacOS systems and Windows systems.
- 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 Technician2
TTM
01.2022 - 08.2023
- 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
- Trained other workers in inspection and testing procedures.
Food Delivery Driver
DoorDash
01.2021 - 01.2022
- Contributed to team performance by covering additional shifts when needed, demonstrating flexibility and commitment to company goals
- 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
- 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 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
Education
GED -
Syracuse EOC
Syracuse, NY05.2017
Medical School -
Miguel Enriques
Habana10.2016
Skills
- Software Installation
- Network Troubleshooting
- Apple Device Management Jamf
- System Administration
- Data backup and recovery
- ITIL framework
- Remote Support
- Active Directory
- Windows10,11 and MS365
- Attention to Detail
- Bi-lingual (Spanish & English)
- Virtual meeting and Telework
Timeline
Service Desk Specialist
Aspen Dental Management Inc.
08.2023 - Current
Test Technician2
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 - 07.2023
Administrative Assistant
Syracuse EOC
05.2017 - 06.2019
GED -
Syracuse EOC
Medical School -
Miguel Enriques
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