Yamil Carabes Santana
Miami,FL
Summary
Seeking stable employment with a small or large company, utilizing technical, business, and customer service skills to contribute substantial value to the employer's business bottom line.
Overview
6
6
years of professional experience
Work History
IT Specialist
Sanabria and Associates
Miami, FL
11.2023 - Current
- Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Diagnosed and troubleshot hardware, software and network issues.
- Provided exceptional customer service by promptly addressing problems reported by end users.
- Configured hardware, devices, and software to set up work stations for employees.
- Reduced downtime by identifying potential issues and resolving them proactively.
- Used ticketing systems to manage and process support actions and requests.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Trained employees on new technologies, increasing competency levels across the organization.
- Evaluated emerging technologies for feasibility, cost-effectiveness, and potential value-add to the company''s IT ecosystem.
Service Desk Technician
Seaboard Solutions Inc
Miami, FL
07.2023 - 11.2023
- Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
- Participated in cross-functional teams to support IT projects, contributing technical expertise as needed.
- Reduced downtime by proactively identifying and resolving technical problems.
- Assisted users remotely or in-person to diagnose and resolve hardware, software, or network-related issues efficiently.
- Provided exceptional customer service, building rapport and trust with clients through effective communication.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
IT Help Desk
Alex Hanna Law
Miami, FL
09.2022 - 03.2023
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Used ticketing systems to manage and process support actions and requests.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Collaborated with cross-functional teams to implement IT projects, ensuring seamless integration with existing systems.
- Implemented remote support tools to expedite issue resolution and reduce the need for in-person assistance.
Technical Support / Customer Service / Sales
Select Engineered Systems
Miami, FL
06.2019 - 09.2022
- 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.
- Developed strong product knowledge, enabling effective recommendations that met customer needs and preferences.
Research and Development Consultant
Impactiva Quality Optimization
Miami, FL
06.2018 - 01.2019
- 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
Postgraduate Diploma - Information Technologies
University of Cienfuegos
Master's Degree - Industrial Engineering
Central University of Las Villas
Bachelors in Science Degree - Industrial Engineering
University of Cienfuegos
Languages
Spanish
English
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteImportant To Me
Career advancementWork-life balanceHealthcare benefitsWork from home optionPaid time offFlexible work hoursPaid sick leavePersonal development programsCompany CultureSkills
IT Help Desk
Technical Support
JIRA, FreshDesk
Microsoft Intune Admin Center
Microsoft Entra Admin Center
Microsoft Azure ID
Windows Active Directory
iOS Device Management
Offboarding, Onboarding
Ring Central Admin Portal
Adobe Admin Console
Windows Operating Systems
Android Operating Systems
iOS Operating Systems
Office 365
Adobe Applications
Filevine, LeadDocket
CRM Software
POS Software
Customer Service
Sales
Customer Development
Project Management
Workflow Coordination
Organizational Skills
Adaptability
Flexibility
Business Process Management
Quality Management
Process Improvement
Process Mapping
6 Sigma
DMAIC
Root Cause Analysis
IT Troubleshooting
Remote Support
Timeline
IT Specialist
Sanabria and Associates
11.2023 - Current
Service Desk Technician
Seaboard Solutions Inc
07.2023 - 11.2023
IT Help Desk
Alex Hanna Law
09.2022 - 03.2023
Technical Support / Customer Service / Sales
Select Engineered Systems
06.2019 - 09.2022
Research and Development Consultant
Impactiva Quality Optimization
06.2018 - 01.2019
Information Technology Specialist - CompTIA A+, CompTIA Network +, MCSA Microsoft Server 2012 R2
The Academy, Computer Training Centers
Postgraduate Diploma - Information Technologies
University of Cienfuegos
Master's Degree - Industrial Engineering
Central University of Las Villas
Bachelors in Science Degree - Industrial Engineering
University of Cienfuegos
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