Technical Support Help Desk

CARLOS SANTISTEVAN

*** *********** **, *********, ** 89011 702-***-**** ******.***********@*******.*** linkedin.com/in/carlos-santistevan

IT SUPPORT TIER 2 HELP DESK

Information Technology professional with 10+ years of experience providing a prominent level of technical support and problem resolution to end-users remotely and in person. Highly skilled in Exchange. Customer-service focused with the ability to provide clear direction to resolve hardware and software issues. Hardworking, and quick to catch on to innovative programs. Welcomes new challenges and energized by learning new tasks. Key areas of skill and expertise include:

Installation

ServiceNow / Remedy

Training

Salesforce

Network Administration

CRM

Server Administration

Avaya

IT Security Administration

Cisco

Telecommunication

Microsoft Word, Excel, PowerPoint, Outlook

TECHNICAL SKILLS : Microsoft Windows Environments 7, 10, and 11 Microsoft Office Suite 2016 and O365, Microsoft Exchange Environment Hybrid OnPrem, Online and PowerShell Adobe Suite Global Protect Cisco AnyConnect VPN clients Avecto Defendpoint Bomgar and Beyond Trust remote control products Sophos Safeguard workstation encryption Active Directory Users and Computers Cisco Networking GHOST Imaging Active Directory Remote Tools Ticketing Systems InfoGenesis Universal Desktop SOMS Maintenance and Testing

PROFESSIONAL EXPERIENCE

RED RIVER MANAGED SERVICES, Henderson NV Jul 2020 - Present

For managed IT solutions of all kinds including cloud migration, managed cyber security services, network services and help desk support

Technical Support Engineer

Provided NOC support for the SOMS Support project

Utilized ServiceNow and Remedy for ticketing in multiple environments

Provided ticket routing and triage while also performing hourly tasks to confirm system uptime and integrity.

Assisted with Network Support at VA Hospital in a different support role for Red River.

AGILYSYS, INC., Las Vegas, NV Dec 2019 - Apr 2020

A $1B developer and marketer of proprietary enterprise software and other products for the hospitality industry.

Support Intake Technician

Provided customer service and technical support for proprietary Point of Sales system InfoGenesis.

Utilized Salesforce ticketing system for creating tickets for customer follow up and escalation to next level of system support.

Performed hardware technical troubleshooting specific to POS, barcoding, credit card devices, and additional peripherals.

JACOBS ENGINEERING GROUP, Henderson, NV Jun 2009 – Nov 2019

Jacobs Engineering Group Inc. is an American international technical professional services firm.

IT Support Technician/O365 Outlook Admin /Exchange Admin

Provided Tier 2 Helpdesk support with emphasis on Exchange Administration. Specialized in phone and email customer service and working to resolve customer issues.

Earned an elevated level of proficiency with Exchange 2010, 2013, 2016, O365 (OnPrem/Online Hybrid), ADUC, software support for Office 365 products as well as Adobe Suite.

Resolved Active Directory, DNS and DHCP based technical issues (Level 1 and Level 2) for example disabling user, unlocking users, and resetting passwords.

Gained thorough knowledge of PC hardware, software and network connections.

Resolved technical issues for local and remote users using Bomgar and Skype software and by phone or email.

Tracked and responded to e-mail and ticket requests for technical support through ServiceNow Ticketing System.

Analyzed, diagnosed, tested and resolved complex desktop end-user issues.

Set up and configured Microsoft Outlook email.

Provided support and troubleshooting of VPN issues.

Educated users on proper procedure and error resolution in all roles from origination to closing.

Documented and tracked all support requests with status, ETA and unsuccessful and successful steps taken for resolution.

Performed research and troubleshooting for reported incidents prior to escalating.

Tested all fixes to confirm issues have been resolved.

Performed follow up after resolution to ensure problem has not recurred.

BANK OF NEVADA, Las Vegas, NV Jul 2004 - Mar 2009

Bank of Nevada is a full-service bank, and division of Western Alliance Bank.

Assistant Network and Server Administrator

Provided Tier 2 and Tier 3 hybrid support for incoming Help Desk requests from internal employees. Assisted with Microsoft related security requests. Installed recent programs and performed troubleshooting of program related problems.

Collaborated with colleagues to set up new branches of the bank with Cisco Networking and set up new ATM's with routing connectivity.

Installed and configured new OS and required software on laptops and PCs using GHOST imaging software.

Analyzed, diagnosed, tested and resolved complex desktop end-user issues.

Troubleshot Cisco Routers and Switches, including calling in trouble tickets with telephone companies. Gained knowledge of DNS, DHCP, Active Directory, Help Desk Support, Server Patching and Backups.

Performed installation, deployment and maintenance of workstation space, cabling, subnetting for individual cubical stations.

EDUCATION

COLLEGE OF SOUTHERN NEVADA, North Las Vegas, NV, Computer Science

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