Cesar B. Santos

Los Angeles, CA • 424-***-**** • ad1s29@r.postjobfree.com

IT Systems admin and support. With 15+ of experience with fulfilling organization needs and requirements. I have a proven track record and use my excellent personal with troubleshooting, organized, great people skills and customer service to lead with example IT departments and love to be team player, driven with high self-motivation. Strong negotiation with vendors and work independently as well.

Experience

IT Systems admin support. Valance Surface Technologies, Lynwood, CA 09/2023 – 11/2023

AD Level I, II global admin, Office 365, organizing licensing for executive level, management plus users.

Support systems for various locations total of 1,200 users, O365 admin, Vonage phone system administrator.

Exchange global admin, ConnectWise remote tool, Pro-Flow Admin, LastPass, iPad, MS Surface, iPhone.

Support remote, phone and in person, support nationwide users, remote and in person with locations in L.A.

VPN NETEXTENDER / FORTINET admin, support Windows 10, MS Surface, iPads, SonicWALL VPN + firewall admin.

Zoho / Zendesk ticket, closing tickets between 10-17 tickets daily, ESET admin to update devices with security patches.

Administrator for all cell company phones dealing with Verizon wireless, system phone administrator with Vonage.

Support Wi-Fi issues at all locations, including internet issues with vendor.

I have strong documentation with simple wording for helping purposes.

IT Systems admin support. PCC Logistics inc. Carson, CA 09/2022 – 07/2023

Support a variety of software, with Win10, O365, MS Ex., Silver bullet, support, maintenance of Windows servers, 2012, 2016, 2019 patch, software maintenance for servers, all tickets with Zendesk, corporation update it to ServiceNow.

Configured UDM with new ISP, setup from old UDM, Ubiquity equipment, admin for security cameras, helped divisions general managers with many issues.

Desktop & laptops issues, many questions, VOIP phone systems admin., MS authenticator, onsite desk support and remote as well included but not limited to network admin related issues.

Supported all managers for CSR, operations, and sales department, contacted vendors to process for new installations with hardware and software, setup policy for users and to educate them for maximum security with their network accounts, worked accounts, emails with AD, repaired laptops, desktops, rebuild it, and new ones.

Image redeploying on new hires and that included new equipment as well, increased levels of support up to 50% companywide, all customer service plus people skills, windows imaging with NTLITE solutions.

Brought not only education to users and managers but also a better way to organize their production.

Organized jobs, prioritized calls, work with POE and other devices plus Ubiquity hardware.

Associate Tech Support Analyst. Optum Health, Apex System, La Palma, CA 4/2022 – 9/2022

Perform remote troubleshooting through diagnostic techniques and pertinent questions, directing unresolved issues to the next level of support.

Intune and MS authenticator troubleshooting, AD, O365 and Azure AD.

Log and record issues and resolutions with Zendesk first then Service Now, follow-up and update customers.

All tall workstations, printers, phone and fax machines, computers and appropriate software applications ensure that all are in good working condition.

Provide technical expertise / training to end-users as needed to resolve equipment or software issues.

Diagnose, Troubleshoot and Resolve a wide variety and range of hardware and software related problems with operating systems, applications (with vendor software), + network configuration.

Prioritize and manage heavy workload in a dynamic and diverse environment. Work with minimal direction but remain focused on critical and priority items.

Adapt to new technologies, process new information and help customers through technological changes. Improves and implements procedures as needed and/or assigned, VOIP admin phone system.

Coordinate new Tier-1 access needs and security changes, including coordination with internal IT leadership to establish system access and communicate back to user with relevant user ID and password information.

Direct the activities of outside contract resources to support hardware installations and/or repair as necessary.

Assure necessary security of all IT assets, including physical security of equipment, data, and software, as well as assure appropriate backup of data and programs, teams, WDR, VPN, RDP, Bomgar, mobile using MS Authenticator.

Complete and maintain an inventory process to track new and old equipment and software.

Ensure that all assets are properly tracked and documented for management audit and legal purposes.

Improves and implements procedures as needed and/or assigned.

IT System Administrator. Kforce1, Valence Surface Technologies, Lynwood, CA 5/2021 – 3/2022

Demonstrating people skills, great customer service at all levels, Azure AD support for key users, including Intune MS authentication.

Governed installations, configurations, updates for different devices including backup.

System administrator to restructure AD, Office 365, organizing licensing for executive level, management plus users.

Support systems for various locations total of 800 plus users, Office 35 admin, Vonage phone system admin, Barracuda

Exchange admin, ConnectWise tool remote, Pro-Flow Admin, LastPass, ESET antivirus Administrator

Support remote, phone and in person, support 68 in-house, 75 remote users for various locations!

VPN Net Extender administrator, support Windows 10, MS Surface, iPads, SonicWALL VPN.

Zoho ticket, worked and closing tickets between 15-21 tickets daily.

Administrator for all cell company phones dealing with Verizon wireless, system phone administrator with Vonage.

Support and admin camera GW security systems for various locations, VOIP admin phone system.

Support Wi-Fi issues at all locations, including internet issues with vendor.

I have strong documentation with simple wording for helping purposes.

IT System Support. IBM, Chubb, Artech – Remote Los Angeles, CA. 1/2020 – 5/2021

Provided solutions for customers regarding hardware devices and benefits of it.

Used Service Now / Zendesk to close 20-30 tickets daily basis system organized by priorities or escalations.

Imaging & cloning computers, SCCM software push, VMware tools on Windows 7/10, support 1K, procurement

VPN Admin, TCP/IP, support, AD, support Claims software, CUW and other websites, OneDrive, group projects

Support for various software, websites, O365 admin, net printers, iPhone/Android with mobile iron

Support management, directors, VP, remote, onsite, data store with MIGWIZ, LAN, DNS, DHCP,

Supported O365, Wi-Fi, AD, basic VOIP issues, I possess strong documentation for understanding and guidance.

Recommended hardware and reorganized equipment for company benefit.

SCCM purpose to deploy software and configuration, remote support RDC, Skype, Adobe Acrobat DC

IT Systems Support–Desktop-Helpdesk. KForce, UCS – Los Angeles 10/2019 – 12/2019

ServiceNow, support 2K, iPhone, network troubleshooting on Windows OS.

Closing ticket between 12-20 daily with simple wording for better understanding.

Support Azure, OneDrive, laptops, desktops, WOW PCS hardware/software, installations, new hires,

Configured 300 + printers on server settings, TCP/IP configuration + software update for each device.

Assist IT management with few projects and straight up and organized information on devices.

Use remote tools like WebEx, Dameware, RDP, TeamViewer and sometimes others.

Supported 650 in-hospital 150 remote users with various apps & websites, LAN, DNS, DHCP, IDX

Images devices via SCCM, admin accounts permissions, AD admin working with user’s accounts.

IT Systems admin Level II, III. R4 Sol. Prospect Medical Holdings, Orange, CA 10/2018 - 8/2019

IDX admin, AD, O365 admin, permission systems/apps support, TCP/IP + LAN support, monitoring Azure.

Windows 365 servers 2012, 2016, 2016 and OS 7,10,11, plus Cloud PC management.

Citrix supported with Client side and configured according to company needs.

Manage & creation, AD 2012 support, smart boards, VoIP setup, procurement new equipment, group projects.

Remote tools Skype, MS Teams, Dameware, support CCE Pricer, VPN support admin level I, II, DNS, DHCP

HEAT/SmarterTrack/ServiceNow all these ticket systems to close 15-22 ticket on daily basis on different departments.

Support remote internal sites with IDX, VPN, Intranet plus sites, support mobile iron.

Numara Track It for equipment, level I, II, III support including doctors / nurses, managers, VP. Support Win 7/10 and variety of software, support local users and offsite users (1600+)

IT Network admin & Helpdesk. Southerland Global solutions. Torrance, CA 5/2014 – 5/2018

Imaging via SCCM/FOG, wireless, VPN, DNS, DHCP, Citrix client, Office suite / MS Office 365, OneDrive, Active Directory

AD, Office 365 Admin, security permission on systems and apps, support / upgrade Win 7 to Win 10, network assistance.

Supported web apps, strong customer service and people skills and communication, inventory with Numara Track-it!

Network printers and all in one printer, configured email scanning, TCP/IP/LAN troubleshooting.

Assisting VPs, managers, supervisors, & users with issues with other network department teams

Assisted projects, procurement for new hires and training purposes, group project lead.

Remote support with RDP, Skype, sometimes with LogMeIn123 + VMware, inventory management

Supporting managers and VP users from head company, ticket system ServiceNow, ITAM / ITSM

Working with AD, Office 365, migration & installation configuration, Skype, Win 7/10

IT System Support. Fox Rent-A-Car – Los Angeles, CA 1/2014 – 5/2014

AD admin, SharePoint access, SCCM, Win 7 Enterprise, Citrix client, VPN, TCP/IP/ LAN troubleshooting help team.

Work MS Exchange, creating, manage accounts, strong customer service and people skills.

Supporting 12,000+ users nationwide, VMware used, RDP, Office suite.

Creating images, prep new systems, supporting via remote with RDC and TeamViewer, by phone as well.

Supporting TSD/RENTAL.NET and creating accounts, manage accounts, Claims website.

Right-Fax administrator, create, manage, and deliver accounts, supervised one team member.

IT Desktop & Systems Support. Kaiser Permanente – Burbank, CA 5/2013 – 11/2013

Support 500+ users of all levels, management, supervisors and all employees, Win 95/98/Vista support.

Fix issues with Lotus Notes 8.5 - SameTime 8.0.2 accounts, AD accounts, VPN, wireless, software support

HP-Lexmark work with vendors, procurement, technical documentation

Manage accounts, configure hires systems, software via SCCM or via remote with other tools.

Support users via phone and remote with PCAnywhere, VMware, WebEx

Recommend new ideas how to update ticketing, coordinate with team priorities for projects/daily issues.

HP products, coordinate HP to fix hardware issues with desktops and laptops.

Work with different projects “inventory, audits, configure groups” work with Track-it! - Remedy

Helpdesk Support Analyst. Providence Saint Joseph. Burbank, CA 2/2013 – 5/2013

Support by phone/remote 5K on 38 team including VIP, doctors, head nurses, department managers.

Support Outlook, MS Office, Adobe, Internet explorer, Firefox, MS Lync

Supported Xerox, HP, hardware/software, desktops, laptops, some MAC, Linux

Created tickets for new incoming calls with ITSM and escalated if need it.

Remote with RDP, VMware to resolve issues, software configuration, install, VPN, wireless.

Organized all tickets, calls, emails, assigned calls to others, reroute calls for escalation purposes.

Desktop Support Technician. Environ International Corp. Irvine, CA 8/2012 – 12/2012

Optimize all computers, resolved hardware and software tickets on Windows 7/XP

Organized all calls, created MS Access database to input all issues, used as a tracking system for tickets.

Prioritized all tickets with network, urgency and according to user position, tickets including VOIP.

Organized and multitask with several projects, coordinates with users in different offices Los Angeles, Phoenix, Irvine.

Fixed VPN issues, outlook emails, MS Office, excellent customer service, communication, and people skills.

Supported VIP/Managers remotely via LogMeIn123, GoToMeeting, by phone, update software, resolved issues for users.

Blackberry, iPhone, TCP/IP, network issues, special setup for Xerox network printers

Desktop Support Analyst. Millennium-Biltmore Hotel – Los Angeles, CA 5/2012 – 6/2012

Desktop/Net administrator Office 365-member team project, update to MS office 2010, MS messenger

Supported VIP, Managers, coordinating with users for upgrade / optimization for Office 365 nationwide.

Configuration for MS office 2007 and 2010, MS Outlook, MS Outlook portal configuration

Blackberry support, BES enterprise administration I Phone outlook configuration.

Active Directory and Exchange server administrator, software push via SCCM, PC/MAC, support 500 plus

Utilized tools: GoToMeeting, RDP remote desktop services, remedy tracking calls system.

Desktop & Helpdesk Support. Saint Joseph Hospitals, Burbank, CA. 2/2012 – 4/2012

Coordinated inventory and recollected information and pc’s/laptop’s/network printers and Linux, configured computers for CCP project with Windows 7, MS messenger.

Prepared PCs to login to a Citrix server for deployment, support development team to resolve software problems.

Coordinated with Doctors/Managers/head nurse, setup time for software testing with Meditech used by nurse department, support team with ideas to make transition smooth possible and proficient, top-quality performer and efficient multi-tasker.

Configured network printers, help resolve issues with network printers’ communication.

Application Desktop Support. Pacific Gateway Investment Network, Long Beach, CA 11/2010 – 1/2012

Performed service for various operating systems, supported over 150 VIP, management users PCs and MAC

Maintained incident accurately and identified problems.

Assisted end users with installation, software, local printers, and wireless issues with Windows, Mac

Setup email accounts for end users and trained them, supported outlook/Lotus Notes, configured SameTime.

Coordinated assistance for users training them to use IE, Microsoft office suite, Excel, and Adobe

Performed admin support, installations, configuration and troubleshooting with Microsoft Office Suite, Lotus Notes

Provided resolution for technical issues, troubleshoot by phone and on site with users with great customer service.

Desktop Support Analyst. IBM, AHM (American Honda), Neutrogena, Torrance, CA 10/2005 – 7/2010

Increase SLA from 86% to 96%, organized, hands-on professional, proven leadership qualities in the areas of project coordination, organizational management, administration and customer relations with VIP, management, users.

Technical documentation process for future references, procurement on new assets.

Supported over 3K users, VIP, directors, managers, proficient and efficient quality performer.

Increase performance by using tools like tech DB, internet, colleagues, research, customer service and network department.

IMAC lead, supervised between 6/10 employees on projects, tickets onsite/phone/remote on various locations.

Performed installed, hardware/software, remote support, Citrix client, PCAnywhere, AD, back up servers, direct calls for SRM, ITSM. BB with 1.5K users and other PDA, system imaging using Symantec Ghost, MS Office.

Coordinated with department director/manager, support software on Win 2K/XP/Vista/Win7 and Mac computer supported, install-support Lotus Notes R5/R6, SameTime messenger, Anti-Virus, IE, Net clients, VPN, Citrix client.

Desktop Support Coordinator. Shrine’s Hospitals for Children, Los Angeles, CA 11/2004 – 10/2005

Ensures accurate technical details event description, impact, steps taken to restore service, what was done to resolve.

Support VIP, Doctors, Nurses, work with AD, exchange, printer server.

Install network printers for projects on key users to take care of incoming patients.

Support MS Outlook and Microsoft Exchange server, MS messenger.

Install, setup, troubleshot printers, laptops, PCs, remotely, network additions.

Troubleshoot technical issues support over the phone, on site with

Meet with managers department to do PC installation and upgrade projects.

Supported Printer server and made additions for Laptops/Desktops/network printers.

Desktop Support Analyst. American Honda Motors, Torrance, CA 5/2002 – 11/2004

Support over 3K users including VIP, management, with various projects and break fix issues.

Tech leader for IMAC for a projects group, supervised between 6 to 10 employees.

Increase SLA from 86% to 96%, using tools like tech DB, internet, colleagues, and research.

Remote using PC Anywhere, RDP remote software tools, install, config, maintain, analyze, Win NT,95,2K, XP pro, enterprise.

Supported Visio, Lotus Notes, SameTime, Norton, Internet/Intranet, network clients, MS Office suite.

Phone supported, troubleshoot pc’s hardware, software tickets, system Imaging (Using Symantec Ghost)

Supported and fixed issues for BES, PDA’s/palm trio/palm handhelds devices.

Lead in PC installation, upgrade projects, installation, configuration MS Office Suite, Lotus Notes, SameTime messenger

Skills

Software Skills: Win XP/7/XP/10/11, O365, AD/Azure AD/Intune, Network +, GoToMeeting, Dameware, ServiceNow, Heat, Remedy, Zoho, VMware, RDP, TeamWorks, iCloud, Drive, SCCM, Adobe, Smarter Track, Oracle support, Mac OS, Adobe, browser support, MS Exchange, O365, network printers, iPhone, Android, Tablets Mobile Iron, TCP/IP, DNS, DHCP.

Hardware: HP, Dell, Lenovo, MAC, laptops & desktops, HP printers, iPad, iPhone, Android, Zoom

Technical Skills: Support level I, II, IT system support, technical documentation, ticketing, asset management, great customer, people skills.

Speaks/Writes: English, Portuguese, Spanish, Italian.

Education

Certified with MS OMS, MCP, MCSA, MCSE at Professional career college, Cerritos, CA

Certified with A+ CompTIA, Cerritos, CA

GED at ABC school, Cerritos, CA

Diploma on computer electronics and technology at CLC, Los Angeles, CA

Activities

Literature • Be with family and friends • Art • museums, camping • talking with people • Travel

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