Renato C. Santos

925-***-****

adjvwt@r.postjobfree.com

TECHNICAL SUMMARY:

Experience in Information Technology including Desktop Support, Operations, Data Security, System Administration, PC Technician, Help Desk Support, SCCM, and Data Communication Technician, Blackberry Support and MS Active Directory and Group Policies.

EXPERIENCE:

•Performing system management in the HP/UX, Sun/Solaris, VAX/VMS, Windows XP/NT/7/10, and Alpha Micro/AMOS operating environments including performance monitoring/tuning and ensuring system availability.

•Responsible for the installation and maintenance of data communication equipment, Blackberry Setup and Support, laptop and Desktop machines.

•Install and maintain system hardware and related equipment.

•Monitor ManageNow, Servicenow, Autotask, Central Station and Remedy ticketing system for open queue that needed immediate attention.

•Knowledge of MS O365, Active Directory, Group Policies, Exchange and Windows Servers, TCP/IP and MAC support.

•Create and maintain Batch and Printer Queues.

•Complete scheduled work by designated deadlines and provide support for Telecommunications environment.

•Administer AutoSys Job Scheduler and NetBackup Veritas backup environment.

•Perform desktop images and software installations.

•Install system level Software (updates, upgrades)

•Configure communication devices (modems, multiplexors)

•Provide security by performing all backups as scheduled to ensure accurate system restoration capability in the event of a major system(s) problem.

•Perform clerical duties including the updating of log sheets.

•Provide guidance, training, and back up for system operations

PROFESSIONAL EXPERIENCE:

SFO – City and County of SF - Contract 10/2019 – 01/2021)

San Francisco, CA

ITT Service Desk Technician

Responding to IT Service tickets, resolving tickets via ServiceNow.

Responsible in answering helpdesk phone line, issuing loaner equipment to staff, documenting process and procedures. Responding to printer related issues (i.e. toner replacement, printer jams, troubleshooting).

Set-up of equipment (i.e. workstations, laptops, and printers); Connecting workstations/printer to network; Converting workstations from static IP’s to Dynamic IP and Inventory of equipment.

Set-up equipment in conference rooms (i.e. TV, projectors, laptops, etc.), replacing mouse and keyboards and set-up\replace monitors

Help with disposing of e-waste (i.e. prepping workstations for disposal). Set-up and configuration of workstations, updating and installing software.

Troubleshooting software and hardware issues. Installing scanners, troubleshooting office suite application issues.

Backing up user data to network drives and/or OneDrive for Business and other desktop support related duties as assigned.

Working with department IT staff to implement “best practices” when engaging our staff, participation in department meetings and documenting requirements.

Lexmark – Contract 5/2019 – 10/2019

Cupertino, CA

Site Operations Manager

•Manage Lexmark Output Devices in Lexmark Output Device asset management systems, Missing Meter Reads, Moves, Adds, Swaps, Billing Details and Standard Reports via Siebel, customer internal tracking tools, and webservice tracking systems.

•Resolve Lexmark Non-reporting devices and report updates to vendor and update Customer’s Printer Database to reflect the changes Perform customer site readiness walkthroughs and monitor RMA and device installs locally and remotely.

•Resolve Lexmark Non-reporting devices and report updates to vendor and update Customer’s Printer Database to reflect the changes

•Assist in the coordination with Lexmark resources to engage Lexmark Field Service Engineering and other Lexmark teams to assist in Lexmark Output Device repairs.

•Develop and manage tracking of action items to drive improved service delivery.

•Provide first and second level triage service to end user and customer helpdesk for Lexmark Output Device fleet in customer environment. Triage may include observing and resolving basic product operation errors; paper jam resolution if possible; and toner low/out error resolution.

Stepford, Inc - Contract 10/2018 - 3/2019

Belmont, CA

IT Field Service Technician

•Responsible for installing, administering, maintaining, reimaging, refreshes and upgrading operating system.

•Configuration of Outlook/Exchange solve Outlook configuration issues such as permissions, views, calendar-sharing, email rules and data migration.

•Computer refreshes, upgrades, backup and restores for user, onsite and offsite support. Set up user’s account through Active directory and email accounts.

City and County of San Francisco - Contract 12/2017 - 10/2018

San Francisco, CA

Desktop Support Technician

•Responsible in installing, administering, maintaining, upgrading, and refreshing operating system. Install, configure, repair, maintain and upgrade hardware and peripherals, install and enhance applications.

•Responsible in adding and deleting users, including configurations, security rights and access rights using active directory.

•Maintaining and document scripts and procedures used to enhance existing desktop computer functions.

•Install and configure computer and telecommunication hardware and software, repair and modify various computer and communication equipment.

•Administer, Install, maintain, and upgrade operating systems using SCCM tools for reimaging and hardware for MAC and Windows operating system.

•Provide on-site technical support for information technology equipment.

•Retrieve and download/upload data and assist with the transition of data between systems.

Lucille Packard Children’s Hospital - Contract 05/2017 - 09/2017

Palo Alto, CA

Desktop Support Technician

•Under general supervision of Senior Project Coordinator, the Desktop Support Technician is responsible for maintaining end user devices within the hospital, clinic and administrative areas of the Medical Center including computing and communications devices deployed throughout the enterprise.

•Interacts with physicians, nurses, and a broad array of others including administrative personnel, other IT groups, external departments, vendors, and consultants requiring both sound technical and outstanding customer service skills (highly professional, courteous, and patient disposition.

•Provides timely completion of appropriate proactive maintenance activities and reactive incident resolution processes necessary to maintain the end user IT device environment.

•This includes corrective action in the resolution of incidents and escalation/notification processes as appropriate. Responsible for on-site support of end user computing devices (computers, peripherals, handheld devices, etc.), support for voice / telephone devices and videoconferencing systems at end user locations, wiring closet maintenance and provisioning of voice and data services based on design and allocation data from IT Engineering, moves/adds/changes of end user devices for both voice and data based on design and allocation data from IT Engineering.

•Capable to efficiently manage and be flexible with time. Respond in a timely manner when critical situations arise and to remain calm during such periods.

•Excellent organizational skills, detail-orientation, strong inter-personal skills, and excellent customer service skills.

•Service levels for providing support target maximum uptime in a critical, 24x7 patient care environment.

McKesson / Relay health Corp. – (Pomeroy IT ) 08/2012 – 05/2017

San Francisco, CA

Senior Desktop Support Technician II

•Work to assist staff to resolve technical issues and provide courteous and knowledgeable assistance with questions. Phone support provides 2nd level support for the Help Desk including research and resolution for technical problems.

•Serve as the primary contact for solving, assigning, and escalating tickets properly and escalate calls to 2nd tier support as needed.

•Experience using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and Web based applications.

•Configuration of Outlook/Exchange solve Outlook configuration issues such as permissions, views, calendar-sharing, email rules and data migration for MAC and Windows.

•Working knowledge of LAN/WAN/ and TCP/IP hardware and administration, knowledge of managed care operations and imaging solutions such as Altiris.

•Provide support for all user IT support issues and work with available resources, and software vendors to provide effective solutions, break/fix and problem resolution.

•Serve as the IT Liaison to external partners, software and hardware vendors for problem resolution, information gathering, system upgrades and maintenance.

•Work with various people from staff to high-level administrators, excellent verbal communication and writing skills and demonstrated good customer service skills and motivation.

•Safeguard the company's operating data through a formalized and documented program of security administration and data backups.

•Establish, enforce, and monitor policies and procedures to ensure appropriate usage of information systems.

•Develop and maintain desktop support procedures and prepare end-user documentation. Manage infrastructure assets: vendor support agreements, software licenses and keys, hardware leases, service contracts, asset inventory and labeling.

UCSF Medical Center – (Insight Global Inc. - Contract) 01/2012 – 07/2012

San Francisco, CA

Field Service Technician (Desktop Support)

•Responsible for maintaining end user devices within the hospital, clinic and administrative areas of the Medical Center including computing and communications devices deployed throughout the enterprise.

•Interacts with physicians, nurses, and a broad array of others including administrative personnel, other IT groups, external departments, vendors, and consultants requiring both sound technical and outstanding customer service skills (highly professional, courteous, and patient disposition.).

•Provides timely completion of appropriate proactive maintenance activities and reactive incident resolution processes necessary to maintain the end user IT device environment.

•This includes corrective action in the resolution of incidents and escalation/notification processes as appropriate.

•Responsible for on-site support of end user computing devices (computers, peripherals, handheld devices, etc.), support for voice / telephone devices and video conferencing systems at end user locations, wiring closet maintenance and provisioning of voice and data services based on design and allocation data from IT Engineering, Install/moves/adds/changes of end user devices for both voice and data based on design and allocation data from IT Engineering. Efficiently manage and flexible with time.

Nestle Dreyers Ice Cream Co. – (Pomeroy IT – Contract) 06/2011 – 01/2012

Oakland, CA

Desktop Development Technician (DDT)

•As a member of the DDT team, I serve as a single point of contact for all software, hardware, and images escalations. Provide 3rd level support for various Nestle and 3rd party vendor applications.

•Work with the application owner to integrate the application into the SNOW environment, perform image testing, document knowledge base articles for issues resolved and test SNOW updates on current production image.

•Maintain hardware and software SNOW image validation, testing, integration, support, and application life-cycle support. Contact and work with the application owner to finalize the package request form (PRF) and verify and edit installation steps for submitted local install application.

John Muir Health – (Insight Global Inc. – Contract) 11/2010 – 05/2011

Walnut Creek, CA

Desktop Support Specialist

•As a contract Desktop Support Specialist, I was assigned to train and delegate tasks to 4-5 contract Desktop Technicians in imaging, installing of applications, deployment of desktops, laptops, printers, scanners and cable management.

•Responsible in installation and replacement of hardware and software packages for users, assist with the relocation and reallocation of hardware and software, ie, coordination of company moves. Provide a consistent, stable platform for all workstations by utilizing an imaging utility to deploy a standard desktop.

•Analyze repeat problems for final resolution and future mitigation. Maintain a complete inventory of hardware and software in both locations for asset management. Utilized the Asset Management tools appropriately. Maintain a professional and positive attitude when assisting the business users.

IBM Global Services/State Street Co/Barclays Global Investors

San Francisco, CA

Lead Deskside Support Technician 07/2000 – 03/2010

•Responsible for setting up and troubleshooting IBM machines, install all its IBM systems and software that are needed to interface with the IBM network.

•Perform and install IBM specific functions such as; Lotus Notes, eClaim (ILC), Access Connect, RTO, wireless networking, identifying and backing up important data, preloaded with generic business applications such as Microsoft Office, PGP data encryption software, Blackberry Setup and Support, Sine and IBM VPN.

EDUCATION / CERTIFICATES

• Dell and HP Certification

• Microsoft Excel 5.0 Certificate

• Network System Administration Certificate

• Fundamentals of the UNIX System Certificate

• Certificate in OPEN/VMS System and Network Management I

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