Gregory Richard Santos Sr.

**** ***** *** ****** **** Palm Beach, FL 33411

561-***-**** adx7uo@r.postjobfree.com

Summary of Experience

IT professional with over 25 years of experience in technical support in multiple roles with a proven ability to rapidly diagnose and resolve complex technical issues, as well as self-managing responsibilities while providing prompt, accurate, and respectful support to ensure customer satisfaction.

Certifications

CCNA, MCSA 2003, MCDST, MCP, CNE 5, IntraNetware, 3.12, CNA 5, IntraNetware, 3.12, DCSE v4.5, and A+

Technical Skills

Workstations/Servers: DOS, Windows 95, 98, NT4, ME, 2000, XP, Vista, 7, 8, 10, 11. Windows Server NT4, 2000, 2003, 2008, Linux, MAC OSX, Exchange Server 5.5, 2000, 2003, 2007, Sql Server, Citrix Metaframe, VMware, Novell Netware 3.11, IntraNetware, 5.

Software Applications: Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) Active Directory, SUS, WSUS, Symantec Corporate Antivirus, Endpoint Antivirus, Trend Micro Antivirus, AVG, Panda, Kaspersky, VERITAS Backup Exec, Symantec Ghost.

Hardware: Dell, IBM, HP, Gateway, Compaq, Toshiba, Unisys Aquanta, 3com, Cisco, Lexmark, Brothers, Dot Matrix printers, hubs, switches, Cisco routers, wireless routers, iSCSI, EMC/IBM SAN storage devices.

Professional Experience

Excell @ Florida Power & Light

Juno Beach, FL

October 2022 to April 2023

Microsoft Surface Hub 2s SME

Inventory control of new Surface Hubs.

Creating SNOW requests for network exceptions, creating accounts and group assignments for devices in AD.

Setup and configuration of new Surface Hubs for deployment threw out FPL locations.

Assisting in the document creation for deployment team.

Training deployment support techs in technology.

Provided general support questions for device functionality.

Alorica

Work from Home

November 2021 to October 2022

Level III Chat Technician

Responding to user chat requests for service via Service Now chat.

Performing triage and resolutions on remote hardware for Alorica agents.

Supported VPN/MFA accounts and software/connections.

Performed account management for users and devices in AD and Azure.

Creating Knowledge base articles relating to common issues.

Assisting and mentoring level II and III techs.

Creating SNOW tickets relevant to callers’ issues and escalating to appropriate teams when needed.

Provided support for application and client services connections in Citrix

Working remotely with limited supervision making decisions independently.

Randstad @ CVS

Cumberland, RI

March 2019 to March 2021

Level II Technician

First point of escalation for all IT related inquiries supporting employees, contractors and clients of CVS Health.

Call Center technician responding to incoming calls from users for IT related support.

Creating Service Now tickets relevant to callers’ issues and escalating to appropriate teams when needed.

Provided OS, hardware, application. VPN/MFA support.

Provided user account management in AD and Azure.

Working remotely 3rd shift with limited supervision making decisions independently

Insight @ Tiffany’s Jeweler Manufacturing

Cumberland, RI

February 2018 – October 2018

Level 2 Desktop Technician

Provide computer helpdesk support via telephone, email and walk ups with end users at manufacturing facility.

Perform triage/resolution of system issues, documenting helpdesk tickets in Service Now.

Performed onsite EUP update from Lenovo T440 to Dell 7380 and HP AIO to Dell AIO.

Inventory of site assets.

NetVertized Computer Services

Warwick, RI

May 2010 to Present

Information Services Consultant

Self Employed IT consultant advising businesses and home users on how to best use Information Technology to meet their objectives. In addition to providing advice, estimates, management, implementations, deployments, and administering IT systems on businesses' behalf that included but not limited to: virus protection/removal, PC tune-ups, break/fix repairs, printer service, web site creation/hosting assistance, network design/support.

Insight Global @ Depuy/Synthes-Johnson & Johnson

Boston, MA

June 2013 to May 2015

Service Desk Analyst II

Onsite tech supporting a group of 100+ Depuy/Synthes engineers relocating to Massachusetts.

Maintained Synthes/Depuy network off J&J backbone, perform triage and punch downs for incoming engineers.

Performed triage/resolution of system issues, documenting help desk tickets in Trackit and IRIS.

Controlled Synthes desktop/network equipment for the Raynham campus.

Provided support for J&J engineers requesting access to the Synthes/Depuy network.

Provided support for both Synthes and JnJ users during migration of Synthes/Depuy domains/networks.

Progressive IT @ Citizens Bank

Dallas, TX

July 2012 to Sept 2012

Desktop Engineer III

Respond to requests for technical assistance in person, via phone, and electronically through the ticket system, remote control, and email.

Diagnose and resolve IT related hardware and software issues.

Log all help desk interactions in Clarify ticket system.

Administer software relevant to desktop support.

Redirect advanced problems to appropriate resource.

Robert Half @ Compu-Call

Providence, RI

Nov 2011 to March 2012

Network Engineer

IT consultant for a short-term engagement with Compu-Call providing support for managed services clients.

Interact with clients to resolve queries, issues and problems, monitoring servers and network device.

Server/Desktop administration and support making adds/changes to Watchguard firewall policies.

Managing Windows 2003/2008, Citrix servers, performing maintenance and updates.

Desktop and laptop support including imaging, diagnoses, antivirus installation and software support.

Exchange 2003/2007 support and administration.

Administering and managing system backups.

Managing antivirus solutions such as: Symantec Endpoint solutions, Trend Micro, etc.

Torex Inc.

Chicago, IL

June 2008 to May 2010

IS Support Analyst

Deployed, configured, and monitored Windows 2000/2003 production and test servers. Provided first and second level troubleshooting for physical servers, including hardware repair/replacement.

Configured routers, switches and firewalls in a Cisco environment.

Server/Desktop support for Rhode Island, Chicago, North Carolina and after hours support for users in UK.

Setup and roll out IBM workstations/laptops in North America.

Decommissioned and retired hardware from datacenters across US wiping information from storage devices and tracking hardware status in asset management system until it was turned over to third party vendor for refurbishment, resale or destruction.

Lotus Notes Administration.

Cisco and 3com VOIP phone system support.

Smart Source, Inc.

West Chicago, IL

2005 and 2007

Level III Technician

Acted as a Rentex Technician which installed, configured, and supported a Cyber Café and event office that included 20+ IBM T43’s laptops and network printers for a weeklong European Investment company seminar at the Newport Marriott.

Acted as a Fujitsu Technician performing security upgrades that included installing a Cisco 2811 firewall, upgrading a 2950 switch re-patch & re-ip network. Configure TP3000 registers, POS controller, IBM & WYSE thin clients, and Ql-320 printers for the TJX Company.

Acted as the Lead Dell Engineer responsible for coordinating and managing a team of 4 technicians on re-imaging and data migration project for over 30 Dell Optiplex 270 desktops at Univar.

The Computer Merchant, Ltd

Norwell, MA

Oct 2007 to Jan 2008

Oct 2005 to July 2007

Lead Desktop Deployment Technician/ Desktop Support Technician

Acting as an Insight Technician was responsible for a re-image and deployment project for Stop & Shop supermarkets.

Respond to user’s requests and problems, perform initial problem analysis and triage problems to appropriate technical staff. Log and coordinate requests for assistance relating to all IT and radio communications equipment for The Rhode Island Department of Corrections Help Desk.

Provided account administration and remote desktop support using SMS, Rapport, and Terminal Services, which included creating and adding permissions of Exchange Server 2003 and Active Directory accounts on Windows Server 2003.

Administered all requests for internal access to the RIDOC network from external sources such as Sheriffs, State Police, INS, ICE, Attorney Generals, and Police Departments.

Siemens Business Services

Norwalk, CT

Oct 2004 to Mar 2005

Technician II

Acquired software thru business contacts, installed applications and created Detail Specification Documents used for CCM and MSI packaging of applications for an XP migration project for Citizens Bank.

Deployed 300+ IBM/Dell desktops and laptops. Migrated user profiles and data, inventoried workstation. Imaged OS from NT to XP for MetLife Insurance Call Center. Provided desktop support for end users and applied images for training classes.

Unicom Inc.

Woonsocket, RI

Aug 2004 to Nov 2004

Deskside Technician

Tested applications for Windows XP compliance for Citizens Bank.

Migrated user data and deployed Dell Optiplex workstations for Partridge Snow & Hahn.

Deployed Cisco 2600 Routers and 29xx series switches for the North Chelmsford School Department.

Configured HP DL380 servers installed and configured Windows 2000 Server for burn in testing for Citizens Bank.

Unisys Corporation

Burlington, MA

Oct 1997 to Mar 2003

Network Installation Service Engineer

Team lead on Transportation Security Agency Network Deployment Project.

Team lead on Social Security upgrade of Token Ring Backbone to Ethernet Project.

Terminal Server/Citrix deployment for Nationwide Insurance Agents.

Warranty and deployment technician for Cisco, EMC, Dell, NetApps, and Unisys products.

Acted as Dell Engineer installing servers, switches and re-cabling existing network on client sites.

Provided 7 x 24 on-site desktop, server services support.

Federal services technician for SSA, DEA, USCG, ATF, TSA and FBI.

Service technician for financial institutions that included Citizens, Sovereign Bank, Western Union, Domestic Bank, and Navy Federal Credit Union.

Warranty technician for Lexmark, Hp, Dell, Gateway, Micron, and NEC.

Assisted Cisco Engineers with deploying Catalyst 5500 series switches at URI, testing and connecting Fiber backbone threw-out dorms.

Education

New England Institute of Technology

Associates Degree, Computer Services Technology GPA 3.89

Bachelor of Science Degree, Computer Information Systems Technology in Networking GPA 3.89

Associate in Science Degree, Computer Servicing Technology GPA 3.89

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