Customer Service System Administrator

JUSTIN SANTIAGO

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PROFESSIONAL SUMMARY

Experienced IT specialist and United States Army veteran with a Secret Security Clearance and over eight years of proven management experience. Accomplished measurable results while leading teams of technical experts in dynamic and fast-paced environment. Possesses a diverse background ranging from helpdesk operations to wide area network management, derived from domestic and international operations in Germany, Romania, Afghanistan, and South Korea. Managed operational risk upon and protected assets, property, and equipment valued over $4,000,000 while interfacing with senior management. Possess extensive knowledge in Cyber Security, network management, risk analysis, and data analytics.

●Leadership

●Strong Data Analysis

●Critical Thinking

●Microsoft Office Suite

●Training and Development

●Problem Solving

●Technical Support

●Customer Service

●Teamwork

●Attention to Detail

●Computer Literacy

●Time Management

●Data Recovery

● PC Software and Hardware support

●Trouble Ticket System

●Future Operation Planning

PROFESSIONAL EXPERIENCE

Employment Security Department - Washington State Jul 2021-April 2022

Management Analyst 3 (MA3)

Identified and analyzed large database and performed data mining mainly though SQL and Excel relevant to unemployment fraud investigations.

●With a focus on presenting data in a visual and actionable way, extract and present multiple daily quantitative and qualitative reports, which supports division and agency leadership to make data-driven decisions.

●Assist with ad-hoc data requests in the preparation of data that evaluates fraud data to identify patterns, trends, and gaps with the mission to help improve fraud detection and prevention efforts.

●By leveraging data, assess potential technical issues which lead to data discrepancies and share with leadership.

United States Army - Various Locations 2011-Present

LOCAL AREA NETWORK MANAGER

Led, mentored, and trained several four-person teams conducting help desk and tactical network operations in support of global operations over 24 months.

●Managed $4M+ in classified equipment vital to national security and safety of 300 service member: resulted in zero losses, and the continued integrity of all classified materials.

●Used excel spreadsheet to manage help desk operation with over 500 local users.

●Used excel spreadsheet to manage the tracking of the location/owner of 300+ computers and insured that all computers are software compliant.

●Used data analytic practices in handling Exchange Server 2003 file server, server backups, active directory users and computers, local domains and policies, local security policies, Outlook 2003/2007/2010, as well as software and hardware installation.

●Supported daily monitoring and reporting of user data protection and backups.

●By using data ensured service member records are up to date with standards regarding training.

●Collected and reported daily personnel data of 300+ service members by inputting into excel spreadsheet.

●Experienced with Cisco router, switches, and associated hardware and software systems.

●Served as Information System Administrator, advising and developing strategies for software standardization, compatibility, and implementation while maintaining system integrity.

EDUCATION

Mt. Carmel High School- San Diego, CA

Abraxas Continuation High School- San Diego, CA

University of Maryland Europe-Vilseck, Germany

TECHNICAL SKILLS

Software: Microsoft Office Excel, SharePoint 2010-17, SQL Server Manager, UTAB.

Operating Systems: Microsoft Windows (95, 98, XP, Vista, 2000), Windows 7, Windows 8, Windows 10, Server 2011, HBSS Server.

AWARDS

Army Commendation Medal, Army Achievement Medal, Army Good Conduct Medal, Afghanistan Campaign Medal, Korean Defense Service Medal, NATO ISAF Medal, and Armed Force Service Medal.

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