Yamil Carabes Santana
IT Specialist
Miami,FL
Summary
Results-oriented IT Support Specialist with over 5 years of experience providing technical support and troubleshooting across diverse environments. Expertise in managing service desk operations, resolving hardware/software issues, cloud services, device management, troubleshooting and ensuring system functionality for end-users. Skilled in remote support, system configuration, and leveraging ticketing tools to streamline IT workflows. Committed to delivering excellent customer service and maintaining high levels of user satisfaction. Seeking to leverage my technical expertise and problem-solving skills in an IT Specialist role to support the ongoing success of an innovative organization.
Overview
6
6
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
IT Specialist
Sanabria and Associates
2023.11 - Current
- Provide 1st and 2nd level IT support for hardware / software issues, including troubleshooting Windows, iOS, and Android devices.
- Manage service desk 0perations using JIRA / FreshDesk, logging and resolving user-reported issues.
- Manage Microsoft Intune and Azure Active Directory, including user access, policies, and security configurations.
- Configure new workstations, install software, and provide system support for on-site and remote employees.
- Install, configure, and maintain hardware and software systems, including desktops, laptops, mobile devices, and printers.
- Troubleshoot network connectivity issues, VPN problems, and support email systems (Office 365).
- Handle onboarding/offboarding processes, ensuring smooth access to company systems for new employees and secure data removal for departing staff.
- Conduct training sessions for employees on new technologies and security best practices.
- Maintain and track IT asset inventory, ensuring timely replacements and upgrades to meet business needs.
Service Desk Technician
Seaboard Solutions Inc
2023.07 - 2023.11
- Delivered technical support for complex IT issues, including software/hardware troubleshooting, networking problems, and system access issues.
- Utilized FreshDesk to manage incoming support tickets, ensuring timely resolutions and effective tracking of all incidents.
- Configured and maintained user accounts and permissions within Active Directory and Office 365.
- Assisted with setting up new hardware, including configuring workstations and installing operating systems and software applications.
- Conducted troubleshooting for software errors, connectivity issues, and device malfunctions, ensuring minimal disruption to daily operations.
- Provided exceptional customer service through clear communication and follow-up support.
- Collaborated with the IT team on projects to enhance system performance and end-user satisfaction.
IT Help Desk
Alex Hanna Law
2022.09 - 2023.03
- Supported daily IT operations, resolving technical issues related to desktop systems, network connectivity, and application software.
- Performed system administration tasks, including user account management in Active Directory and Office 365.
- Configured new workstations for employees, ensuring all systems were fully operational with required software and network access.
- Resolved service desk tickets, troubleshooting both software and hardware issues, and escalating complex problems as needed.
- Assisted with configuring VPNs and remote access tools, enabling employees to work securely from home.
- Managed user accounts, permissions, and Active Directory functions, ensuring proper access controls across systems.
Technical Support / Customer Service / Sales
Select Engineered Systems
2019.06 - 2022.09
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Provided technical support, troubleshooting issues, and resolving customer concerns efficiently.
- Increased customer satisfaction by providing timely technical support and resolving issues effectively.
- Improved customer loyalty with personalized follow-ups, thanking them for their purchase and inviting them to return.
- Utilized customer relationship management software to track customer interactions and sales, identifying opportunities for future outreach.
- Documented all support interactions in CRM systems, maintaining detailed records of customer concerns and resolutions.
Research and Development Consultant
Impactiva Quality Optimization
2018.06 - 2019.01
- Led cross-functional teams to achieve project milestones, fostering collaboration and promoting knowledge sharing.
- Enhanced product development by streamlining research processes and implementing innovative methodologies.
- Gathered and organized information for research purposes.
- Utilized statistical packages to analyze data and create visualizations.
- Documented and developed engineering procedures and processes.
Education
Information Technology Specialist - CompTIA A+, CompTIA Network +, MCSA Microsoft Server 2012 R2
The Academy, Computer Training Centers
Miami, FL 2017.01 - 2018.01
Postgraduate Diploma - Information Technologies
University of Cienfuegos
Cuba 2002.01 - 2003.01
Master's Degree - Industrial Engineering
Central University of Las Villas
Cuba 1998.01 - 2000.01
Bachelors in Science Degree - Industrial Engineering
University of Cienfuegos
Cuba 1990.01 - 1995.01
Skills
IT Support & Troubleshooting
Service Desk Management
Hardware/Software Configuration
Remote Desktop Support
Device Management (iOS, Android, Windows)
Microsoft Intune / Entra Admin Center / Active Directory
Microsoft Windows & Mac OS Support
Office 365 & Microsoft Suite
Network Connectivity & VPN
Ticketing Systems (JIRA, FreshDesk)
IT Help Desk Best Practices
RingCentral Admin Porta
Adobe Admin Console
System Installation & Configuration
Customer Support & Communication
Process Improvement & Workflow Optimization
Troubleshooting & Root Cause Analysisent
Timeline
IT Specialist
Sanabria and Associates
2023.11 - Current
Service Desk Technician
Seaboard Solutions Inc
2023.07 - 2023.11
IT Help Desk
Alex Hanna Law
2022.09 - 2023.03
Technical Support / Customer Service / Sales
Select Engineered Systems
2019.06 - 2022.09
Research and Development Consultant
Impactiva Quality Optimization
2018.06 - 2019.01
Information Technology Specialist - CompTIA A+, CompTIA Network +, MCSA Microsoft Server 2012 R2
The Academy, Computer Training Centers
2017.01 - 2018.01
Postgraduate Diploma - Information Technologies
University of Cienfuegos
2002.01 - 2003.01
Master's Degree - Industrial Engineering
Central University of Las Villas
1998.01 - 2000.01
Bachelors in Science Degree - Industrial Engineering
University of Cienfuegos
1990.01 - 1995.01
Languages
Spanish
Native or Bilingual
English
Full Professional
Degrees
- Msc.
- BSc. Eng
IT Training
Information Technology Specialist, CompTIA A+, CompTIA Network +, MCSA Microsoft Server 2012 R2, The Academy, Computer Training Centers, Miami, 2017 - 2018