Abraham Canales

Experience

• 

  Sykes

  Apr 2011 - Dec 2011

  Customer Services Specialist

  Assisted customers with complaints and questions, providing product information and support for billing issues.Conducted account analysis, troubleshooting, and first-level technical support.Ensured customer satisfaction through effective communication and problem-solving.

• 

  HP

  Oct 2014 - Oct 2015

  Tecnical Solutions Agent - Service Desk
• 

  Hewlett Packard Enterprise

  Nov 2015 - Mar 2017

  Provided technical support for various IT incidents, managing emergencies and high-severity cases.Worked with customers to resolve issues via remote desktop, phone, chat, and email.Served as backup for Level 2 support, Subject Matter Experts, and Queue Manager.

  • User Access Administration Jr Analyst

    Mar 2016 - Mar 2017

  • Tecnical Solutions Agent - Service Desk

    Nov 2015 - Mar 2016
• 

  DXC Technology

  Mar 2017 - Apr 2019

  User Access Administration Senior Analyst

  Executed daily tasks as a Security Admin using Linux OS and Active Directory.Granted privileges to enterprise users and managed security breaches.Served as Subject Matter Expert (SME) and Team Leader, handling escalated situations with a sense of urgency.

• 

  Tek Experts

  Apr 2019 - Jan 2024

  Provided third-level technical support for Microsoft Entra ID (Azure AD) account management and hybrid identity synchronization technologies.Reviewed and audited case handling, offering technical advisory to Stage II engineers.Improved case resolution efficiency and customer satisfaction through expert guidance. Promoted due to strong skill set and performance.Monitored, reported, and distributed team workload volume.Managed escalated and critical customer situations, ensuring timely resolutions. Delivered support solutions for account management and directory synchronization issues.Assisted Azure Cloud administrators in troubleshooting and resolving complex problems.Achieved high customer satisfaction scores through effective issue resolution.

  • Stage III Cloud Support Engineer for Microsoft Entra ID/Azure AD

    May 2021 - Jan 2024

  • Duty Manager

    Aug 2020 - May 2021

  • Azure Active Directory Support Engineer

    Apr 2019 - Aug 2020
• 

  Digital Forensics Corporation

  Jul 2024 - Sept 2024

  Technical Support Specialist

  Supporting technical processes to acquire information from customer devices.Analyzing data from suspicious or threatening communications received by our clients.Ensuring customer cases are handled competently and customer satisfaction is guaranteed.

• 

  Foundever

  Oct 2024 - Feb 2025

  Technical Support Specialist

  Specialized in diagnosing and resolving technical issues for security surveillance systems, including wireless devices, sensors, and home networks, ensuring optimal functionality.Delivered exceptional customer service through effective communication, meeting and exceeding performance metrics such as NPS, first call resolution, and CSAT.Maintained comprehensive documentation of troubleshooting steps while staying updated on advancements in surveillance and network technologies.

• 

  ClearSource BPO

  Feb 2025 - now

  Technical Support Specialist