Customer Service It Support

Yoanny Paulino

** ******* ****, ******** ****, NJ 08904 • +1 (646) 228-984 • *************@*****.***

Professional Summary

Detail-oriented and results-driven professional with a Bachelor’s degree in Computer and Information Systems and over 15 years of experience in IT support, logistics coordination, and data management. Currently pursuing AAPC Medical Billing & Coding Certification (expected January 2026), bringing strong skills in accuracy, compliance, and administrative workflows. Proficient in SAP, Microsoft Office, and EMR/EHR systems, with a proven ability to streamline processes, ensure data integrity, and deliver exceptional customer service. Adept at claims submission, HIPAA compliance, and supporting revenue cycle operations.

Skills

- Medical Billing & Coding (AAPC Certification in Progress – Expected Jan 2026)

- ICD-10, CPT, HCPCS (familiarity)

- EMR/EHR Systems & HIPAA Compliance

- Claims Submission, Payment Posting, and Follow-Up

- Decision Making & Problem Solving

- Logistics Analysis & Inventory Management

- Data Entry & Quality Control

- SAP, Microsoft Office Suite, PowerSchool

- Customer Service & Communication

- Desktop and Laptop Computer Support

Work History

Logistics Coordinator / Registrar Aramco – Saudi Arabia 08/2022 – 05/2024

- Tracked orders and updated clients on status or potential delays.

- Collaborated with sales and customer service teams to resolve client concerns and expedite processes.

- Ensured compliance with regulations, reducing risk of penalties.

- Trained new staff on procedures to maintain consistency.

- Developed contingency plans for supply chain disruptions.

- Built vendor relationships to secure favorable terms.

- Maintained accurate records supporting audits and compliance.

IT Help Desk Technician Aramco Rastanura Elementary School – Rastanura, Saudi Arabia 06/2014 – 05/2024

- Provided Tier 1 IT support, resolving hardware/software issues quickly to minimize downtime.

- Maintained detailed logs to track recurring issues and support analysis.

- Supported HIPAA-compliant data management and security protocols.

- Developed training materials for non-technical staff on system use.

- Managed hardware inventory to avoid service interruptions.

- Installed and configured operating systems and applications.

- Followed up consistently to ensure full resolution of issues.

IT Software Support Technician Bronx Community College – Bronx, NY 08/2004 – 09/2011

- Streamlined help desk workflows, increasing efficiency and satisfaction.

- Resolved technical issues, improving system performance.

- Created and maintained documentation for internal and user use.

- Assisted with customized software solutions.

- Monitored systems to proactively address performance issues.

- Installed, configured, and tested new hardware/software.

- Produced reports tracking performance trends.

Education

Medical Billing & Coding Certification (In Progress) – AAPC Expected January 2026

Bachelor of Science – Computer and Information Systems Minor: Early Childhood Education – Lehman College, Bronx, NY 06/2011

Associate of Science – Business Administration and Management – Bronx Community College, Bronx, NY 06/2002

Languages

English – Native or Bilingual

Spanish – Native or Bilingual

Contact this candidate