Carl Dominick Taboada

• Resolve 20–30 concurrent enterprise support cases across AvePoint SaaS and on-premises solutions supporting Microsoft 365, SharePoint Online, Exchange Online, Microsoft Teams, Azure, Power Platform, and Salesforce.

• Closed 302 support cases across Q4 2025 and Q1 2026, including **143 of 147 assigned cases in Q4—a 97% closure rate—**while managing increased case volume and complexity.

• Mainta

•Triaged and resolved enterprise incidents across AvePoint Cloud Backup, FLY, Opus, Elements, and supported Microsoft 365 workloads.

• Reproduced reported issues and analyzed logs to distinguish permission, configuration, environmental, and product-related causes.

• Supported customers and partners with Microsoft 365 backup, restore, migration, onboarding, and tenant-configuration scenarios.

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• Managed inbound calls, messages, and patient inquiries, ensuring timely and professional responses.

• Maintained accurate patient records and retrieved treatment information while protecting confidential patient data.

• Coordinated daily appointment schedules, confirmations, and patient reminders to reduce no-shows and late arrivals.

• Verified insurance eligibility through payer portals and

• Managed patient calls, appointment scheduling, confirmations, and follow-up communication for a U.S.-based dental practice.

• Verified insurance eligibility and maintained accurate patient and treatment records.

• Coordinated with clinical and administrative staff to resolve scheduling, billing, and patient-service concerns.

•Managed the end-to-end patient journey for a U.S. orthodontic practice, including inquiries, appointment scheduling, treatment coordination, insurance verification and follow-up communication.

• Served as the primary contact for 250+ patients per week, resolving scheduling, billing and treatment-related concerns while maintaining accurate and confidential records.

• Coordinated 50+ appointments

• Administered and maintained the learning management system used for employee training and professional development.

• Developed and updated role-based courses, learning modules, and training materials to maintain content relevance and accuracy.

• Provided technical support to employees experiencing access, navigation, and course-completion issues.

• Maintained training records and used LMS re

• Administered remote operational systems and inventory records for a multi-location dental practice, supporting reliable access and business continuity.

• Reconciled stock levels, transfers and cycle counts with 100% inventory accuracy, identifying discrepancies before they affected clinic operations.

• Diagnosed remote-access, workstation and application issues, coordinating resolutions with u

• Designed workflows and operating procedures during the pilot launch of the dental CAD function, helping establish it as a permanent full-time operation.

• Trained team members on dental CAD processes, quality requirements, and production workflows.

• Prepared daily productivity, quality, and progress reports for operational stakeholders.

• Resolved high-volume customer inquiries involving telecommunications services, account management, billing, connectivity, and service activation.

• Diagnosed broadband, mobile, voice, and device-related issues for residential and small-business customers, restoring service or escalating network faults with complete technical documentation.

• Managed 20+ complex customer interactions per day wh

• Delivered customer and technical support for Telstra products in a high-volume contact-center environment.

• Resolved account, billing, service and connectivity issues while meeting targets for quality, productivity, adherence and customer satisfaction.

• Processed 30+ interactions per shift while maintaining 90% quality and 92% customer satisfaction.

• Documented troubleshooting actions and

Managed approximately 50 customer calls per day, resolving account, billing, service, and product-related concerns.

Performed first-line troubleshooting and documented issue details before escalating unresolved technical incidents.

Explained account changes, product options, and resolution steps in clear, customer-friendly language.

Met established targets for productivity, schedule adherence,

Pursued a Bachelor of Engineering in Electrical Engineering from 2008 to 2013.