Gilbert Cabanas Email & Phone Number

Miami, Fl, Us

Miami, Fl, Us

Davie, Florida, United States

United States

Miam, Fl

• Installed and repaired facility and division ITG equipment and software per HCA Healthcare and division ITG standards and guidelines, including but not limited to terminals, personal computers, printers, cabling, and related software products• Responding to and resolving inquiries and requests for assistance with division or facility computer systems, and provides a superior customer support experience for division and facility users• Analyzed and provides hands-on support for simple to moderate inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed• Logs and tracks problems; reviews problem tracking databases• Performed requested facility-based moves, adds, and changes (MACs), as needed• Maintaining documentation for each incident or request, and escalates complex problems to the next level of support per documented procedures thru Service Now ticketing system.• Aids and trains users on division and facility technology• Recommends process changes that improve the implementation, maintenance and support of ITG desktop equipment and software• Participates in meetings, committees and continuing education to improve individual, departmental and organizational performance

Pinecrest, Fl

Evaluated and coordinated 500+ monthly service / repair request received by Help Desk. Managed Level I and II technical teams handling daily breaks and fixes, as well as rolling out special projects. Oversaw task delegation and performance management of support teams comprised of Windows and Network administrators achieving strategic objectives such as WSUS updates, wireless AP deployments, and network appliances utilizing best practices and ITIL principles. Staged, configured, and enhanced efficiency of deployment of laptops and desktop hardware by initiating positioning of SCCM to replace distribution of image / catalog software. Forged and maintained solid vendor relationships with mobility provider, audio \ visual contractor, and printing services driving efficiency and cost reduction. Fostered and nurtured trusting relationships with user base strengthening IT customer service representation through active communications and departmental super-user meetings.

Doral, Fl

Directed L2 service queue determining need of dispatching of Support Analyst. Provided meeting support and executed new installation of Cisco Telepresence Video Conferencing MX series. Generated and distributed order requisitions maintaining working levels of inventory bolstering 1500 users. Spearheaded executive top level white glove support, stage, configured, and deployed laptops / desktop hardware utilizing Microsoft SCCM deployment technology.

Miami, Fl

Captained daily operations of service queues for all onsite personnel while managing contractual service level agreements of 90% or better ensuring achievement of SLA agreements to 4500+ users. Handled L3 support for Help Desk Call Agents at remote call center in Mexico City, as well as delivering top level white glove end-user support to executive level both locally and at remote locations. Monitored working and deployment inventory levels for both local and remote sites, providing recommendation and reporting to client for procurement. Delivered key contributions to every step of the software / hardware deployment process including beta testing, deployment schedules, next day support, and documentation. Led project engagements while working directly with IT vendors and business function leaders.

Miami. Florida

Doral, Florida

Executed L2 / RTA end-user support locally and at remote locations for hardware and software related issues. Provided LAN administration and support for Cisco Telepresence equipment and delivered executive level support as needed. Oversaw performance efficiency ensuring achievement of contract SLA metrics, as well as delivering SME feedback and evaluations of programs and processes for effectiveness while providing recommendations for improvements directly impacting client. Supervised desktop team members with daily tasks and queue management. Qualified, on-boarded, developed, and managed new technicians.

Miami, Fl

Lead Technical Resource

Miami, Fl

Provided L2 technical support to staff and customers in computer-system setup and operations.Gained excellent experience in system operations and various types of hardware and software leading to project management role.Maintained high levels of efficiency and professionalism ensuring yearly contract renewals.Served as Project Manager for a financial institution client providing technical and resource management services.

Miami, Fl

Directed and maintained all parts logistical operations related to repairs.Processed all warranty claims efficiently providing the dealership maximum monetary entitlements.Performed all desktop/laptop/printer field hardware and software repairs/installations.