Abraham Consuegra
IT SUPPORT
Pembroke Pines,FL
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Technology & Patient Operations Support / Help Desk Analyst supporting high-volume healthcare front-office workflows with hardware and software troubleshooting, payment-processing support, verifying and reconciling 201+ transactions per month, and patient-record issue resolution. Keeps scheduling, order-entry, digital communications, and web/mobile guidance moving across eClinicalWorks, Practice Fusion, and Microsoft 365 while triaging 41–70 tickets per week and escalating complex incidents quickly. Protects service continuity and HIPAA-aware data handling through accurate intake, prioritization, and cross-team coordination.
Overview
2
2
Languages
5
5
years of professional experience
1
1
Certificate
Work History
Technology & Patient Operations Support / Help Desk Analyst
Helix Urgent Care
Deerfield Beach, Florida
08.2024 - Current
- Provided first-line technical support for front-office hardware and applications, troubleshooting scheduling, patient-record, communication, payment-processing, and user workflow issues while escalating higher-complexity incidents.
- Provided timely support via phone, email, and in-person interactions to enhance user satisfaction.
- Developed training materials and conducted sessions to facilitate staff onboarding for new software implementations.
- Supported high-volume payment and transaction workflows by verifying transaction details, reconciling patient payments, and resolving barriers to ensure timely check-in and billing.
- Maintain service continuity across front-office technology by prioritizing operational issues, coordinating resolution, and protecting sensitive patient and insurance information under HIPAA-focused procedures.
- Guided patients and staff through scheduling and digital information exchange, simplifying technical processes into clear instructions.
- Developed training materials and conducted sessions for staff on new software implementations.
- Coordinate appointment information, records, messages, and follow-up requirements accurately across clinical and administrative teams in a high-volume environment.
- Provided customer support and technical support to 60-90 customers daily.
Help Desk & Technology Support
Everglades Oncology Hematology
Hollywood, FL
03.2021 - 07.2024
- Resolved an average of 67 internal technical support tickets weekly while maintaining 96% SLA compliance, supporting hardware, software, user-access, and application-related issues.
- Provided first-line hardware, software, access, and application support to clinical and administrative users, diagnosing technical issues and coordinating advanced escalation based on operational and patient-care impact.
- Assisted employees with Microsoft 365, workstation, application-access, and general end-user technology issues while documenting and prioritizing incidents according to operational impact.
- Assisted employees with Microsoft 365, workstation, application-access, and end-user technology issues, documenting and prioritizing incidents based on operational impact to ensure timely resolution.
- Guided patients in navigating company applications and websites for account access, appointments, digital forms, communications, and online information, enhancing their user experience.
- Trained staff on system workflows, application use, and issue-prevention practices while maintaining accurate and confidential patient, insurance, and transaction records.
- Coordinated resolution of technical and operational issues across clinical and administrative teams to maintain continuity and support efficient operations in a high-volume oncology environment.
- Worked effectively in fast-paced environments.
- Passionate about learning and committed to continual improvement.
Education
Google IT Support -
05.2001 -
Salesforce Admin Certification -
05.2001 -
Google IT Automation With Python -
05.2001 -
High School Diploma -
05.2001 -
Skills
Windows
macOS
Linux fundamentals
Microsoft 365
Python fundamentals
Hardware/software troubleshooting
Incident prioritization
eClinicalWorks (eCW)
OncoEMR
EMR/EHR workflow support
HIPAA-aware information handling
Timeline
Google IT Support
07-2026
Technology & Patient Operations Support / Help Desk Analyst - Helix Urgent Care
08.2024 - Current
Help Desk & Technology Support - Everglades Oncology Hematology
03.2021 - 07.2024
Coursera - Google IT Support ,
05.2001 -
Coursera - Salesforce Admin Certification,
05.2001 -
Coursera - Google IT Automation With Python ,
05.2001 -
Joaquin Polo Arnedo - High School Diploma,
05.2001 -
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Certification
Google IT Support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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