Customer Service Information Technology

Carlos Pabon

Personal Information

Phone number: 404-***-****

Email address: *********@*****.***

Web: linkedin.com/in/carlos-pabon-b358a8111

Profile

Objective: Information Technology Professional with extensive experience in top-level decision-making involving hardware and software troubleshooting. Seeking a challenging position to leverage my expertise in ensuring data security, compliance, and risk management. iVPN, help desk, operating systems, and Microsoft Windows Experience with ticketing systems, Service Now, remedy, and comparable IT Service Management systems (ITSM)A detail-oriented professional committed to delivering superior results and contributing to the success of an organization. Bi-lingual in Spanish. Work Experience

10/2021 – 10/2023

Raleigh NC

IAM Analyst/Technical Support

Wells Fargo USA

• Collaborated with cross-functional teams to develop and implement IAM strategies and policies, resulting in enhanced data security and compliance measures.

• Streamlined access management processes by implementing automated provisioning and de-provisioning procedures, resulting in a 40% increase in efficiency.

• Production goal of 1200 completed tickets per month with an 87.5% Service Level Agreement (SLA) adherence.

• Developed and implemented effective access control policies and procedures to ensure compliance with regulatory requirements and safeguard sensitive data.

• Provided training and support to end-users on identity and access management tools, enabling them to effectively manage their own access privileges and minimize security incidents.

04/2021 – 08/2021

Raleigh NC Delivery Coordinator

Auction Direct USA

• Assisted sales consultants with document preparation for retail delivery and curb purchase transactions.

• Inspected signed documents before final delivery to ensure accuracy.

• Established customer service satisfaction levels and other operational/customer

• Communicated and cooperated with peers, supervisors, and 3rd party vendor associates to ensure compliance and accuracy of documents for timely processing and funding.

• Provided bilingual customer service through email, phone, and face-to-face in giving information about products and services

01/2020 – 03/2021 Bilingual L1 Helpdesk

Cary NC HCL America Inc

• Provided exceptional customer support and technical assistance to bilingual English/Spanish-speaking clients, ensuring prompt resolution of their IT issues.

• Collaborated with cross-functional teams to develop and deliver training materials in both English and Spanish, enhancing end-users' technology proficiency and minimizing future helpdesk requests.

• Conducted thorough documentation of helpdesk activities and resolutions, contributing to the creation of an extensive knowledge base and facilitating efficient troubleshooting for future incidents

01/2016 – 12/2019 Technical Quality Assurance Analyst Cary NC North Carolina Joint Underwriting Association

• Developed and executed comprehensive test plans and test cases to ensure software quality and functionality, resulting in a 30% reduction in software defects.

• Collaborated with cross-functional teams to identify and troubleshoot complex technical issues, leading to a 20% improvement in software performance and customer satisfaction.

• Conducted thorough root cause analysis and provided actionable recommendations to optimize system performance, resulting in a 15% increase in overall efficiency.

• Implemented automated testing tools and processes, reducing testing time by 50% and improving overall testing accuracy by 25%

01/2005 – 06/2015 Network Support Analyst Verizon

Raleigh NC Verizon Communications

• Streamlined network troubleshooting procedures, resulting in a 25% reduction in average resolution time for system outages.

• Implemented network security measures, including firewalls and intrusion detection systems, to safeguard critical data from cyber threats.

• Conducted regular network audits to identify and resolve potential vulnerabilities, ensuring compliance with industry regulations and standards.

• Diagnosed fault-related cases by effectively utilizing software diagnostics and other network/product utility programs. Decreasing the department average handle time of ticket by 10%.

• Monitor and analysis the customer's premise equipment to ensure a timely and proficient resolution. Exceeding Mean Time to Resolve for critical and major issue by 91%. Skills

Network troubleshooting

Professional

– NETWORK SUPPORT

Network security

Limited

Technical documentation

Professional

Communication skills

Professional

Network Firewalls Limited

Active Directory

Limited

Access management

Limited

Network Infrastructure

Elementary

Risk assessment

Professional

Ethernet Limited

Compliance auditing Full

– NETWORK SUPPORT ANALYST

Computer networking

Limited

ServiceNow call tracking

system

Professional

Strengths

# Analytical skills # Technical expertise # Communication abilities # Problem-solving capabilities

# Attention to detail # Team collaboration

Achievements

Successfully served in the prestigious United States Marine Corps Demonstrated exceptional leadership skills and unwavering commitment to duty Effectively executed complex missions in high-pressure environments Consistently uphold the Marine Corps' core values of honor, courage, and commitment

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