It Infrastructure Operations Center
Resume:
Joe Santella
***@***********.**
linkedin.com/in/joe-santella-09446615
Summary
Skills Summary Hardware / IT Infrastructure IBM PCs and compatible Workstations & Servers, CDRW, Token Ring, Ethernet, Wireless Network Cards, Storage, Multimedia interface for workstations, Memory, Workstation Processors, Printers, Mobile Devices, VPN, M.S. SCOM, Splunk, Guidewire, Jenkins
Experience
Technical Operations Center
Wipro LTD. Assigned to Citizens Insurance Co. in Jacksonville Florida
Feb. 2022 – Present
My team is the Only 24/7 team at this account with 3 shifts.
I monitor about 450 Servers / VM Servers / Azure with MS SCOM., Splunk, and other monitoring systems. When servers report alerts, I evaluate issue and urgency, then create Service incident ticket on ServiceNow and have server owner address the alert and correct it. I then close ticket when completed and continue Monitoring. Our Production Environment needs 24/4 uptime.
Technology Specialist
Mount Sinai Medical Center
Mar 1, 2005 – December 2021 (16+ Years)
I started in the IMAC Department, (Install, Move, Add or Change), performing PC upgrades and rollouts. I then moved to Deskside Team and took over the Adolescent Health Center, FPA Billing and Dialysis centers on 94th street to support. I took over the Finance site at 633 and supported the 500 + users alone for about 5 years. I then was given additional sites to cover at 625 Madison and 770 Lexington Ave, in addition to 633. I then moved to the New Corporate Service Center in Midtown, supporting 2500 Users, most are Management/Executive support clients. I work with Intel Support often to correct issues relating to my customers. I am strong in software and hardware support issues. I assisted in the Migration from Novell to Active Directory. I support CHP, MSSM and MSH clients, I have worked with On-base team for 12 years + assisting with install and setup of scanners and On-base clients. McAfee Endpoint was first used on Finance team so I was first support to work with users using Encryption. I have been at Corp office since we opened at 150 e42nd street. I was part of team setting up for move and supporting the over 2500 staff on location and remote.
Since the Pandamic I have setup and deployed Over 600 Laptops for remote staff that are NOW Permanent Remote users. I train them on new Laptop and VPN Process. Then I also support them once they are offsite with Remote Support Tools. We use LogMeIn Remote support tools to assist users who are offsite. We also use F5 VPN Systems. I am strong in troubleshooting and remote support as well as of course onsite in person support.
Help Desk Support Analyst
HP UK
Jan 1, 2004 – Jan 1, 2005 (1 yr 1 mo)
I was working as Level 2 Deskside support at AT&T Corp. I cover various sites from Albany to NYC, New York. I support Windows based client server environment running Active Directory. Clients are running either Windows 98, Windows 2000 or Windows XP. I have strong Network and application troubleshooting skills. I manage ID’s and access for Dial-up, VPN w/Broadband, and LAN access. I was providing Deskside support for over 3000 Clients based in White Plains NY and 32 AOA in NYC. This includes Applications, Network, and VPN connectivity for Mobile users
Deskside Support Technician
AT&T
Jan 1, 2000 – Dec 2000 (12 mos)
I cover various sites from Albany to NYC, New York. I support Windows based client server environment running Active Directory. Clients are running either Windows 98, Windows; or Windows XP. I have strong Network and application troubleshooting skills. I manage ID’s and access for Dial-up, VPN w/Broadband, and LAN access.
• I was providing Deskside support for over 3000 Clients based in White Plains NY and 32 AOA in NYC. This includes Applications, Network, and VPN connectivity for Mobile users.
Team Lead
CTG/IBM
Apr 1, 2001 – Jan 1, 2004 (2 yrs 10 mos)
I was team lead of 5 technicians for last 14 months for Network conversion from Token Ring to Ethernet, and addition of Wireless access to IBM site. This included inventory, adapter ordering, and installation before converting typology to 100 Mps Ethernet.
• I am providing Level 2 Deskside support for over 3000 Clients based in White Plains NY. This includes Applications, Network, and VPN connectivity for Mobile users.
• I am also creating Operating System Images for the many machine types used in IBM running Windows 2K & Windows XP.
CTG
Aug 1, 1997 – Apr 1, 2001 (3 yrs 9 mos)
I have installed, configured and deployed over 200 Windows 2000 workstations in the past year.
• Lotus Notes 5.x Client support, and other applications used by z-Server and OS\390 Developers at IBM.
• Plan, Execute and Coordinate, Systems Generation, Support and Service Delivery to over 250 clients.
• Facilitate support functions for LAN and connectivity solutions, Printing, Workstation hardware and Software technologies.
• Deployed client-end software (operating systems and applications) for IBM’s Northeastern Region rollouts.
• Ensure Y2K compliance of client workstations.
• Provided workstation support for over 250 customers in Procurement Division, and now z-Server Developers
IMI Systems Inc
Mar 1, 1997 – Jul 1, 1997 (5 mos)
Deployed client-end software (operating systems and applications) for on-site rollouts.
• Performed systems generation for client-specific requirements.
• Upgraded workstation infrastructure.
• Rollout Lotus Notes clients for E-mail and GroupWare applications.
Freelance IT Support from Home
Jan 1, 1994 – Jan 1, 2010 (16 yrs 1 mo)
Provided PC sales and support for small business clients.
• Build Custom PC’s to meet users’ requirements for hardware, software, and availability.
• Design and implement both Wired, and Wireless networks for small business, and home LAN’s. to share Broadband and Printing resources
• Design and Build Custom Server configurations, including design of file structures and implementation of security.
• Trained Network Administrators and end-users on all Microsoft Windows platforms.
Education
Novell Netware 4.1
Microsoft Windows from 3.1 ~ Windows 11 Enterprise
Installing and Supporting Apple MAC OS
Skills
active directory, advertising, billing, broadband, client/server, cne, computer hardware, conversion, cryptography, customer relations, VPN, Splunk, MS SCOM, Guidewire, Jenkins
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