It Support Desktop
Resume:
Deri R. Santiago
SUMMARY
An IT professional with CompTIA A+ Certification and 9+ years of Desktop Support experience at very large corporations in the Medical, Pharmaceutical, Insurance, Banking/Financial and Technology industries.
SKILLS
Certifications: CompTIA A+
IT Support: Corporate in-person & field tech support, troubleshooting, break/fix solutions
Hardware & Software Management: Upgrades, imaging, refresh, backups, virus cleanup, software installations
Operating System Migrations: Windows 7 to 10, Windows 10 to 11
Automation & Scripting: PowerShell scripting for imaging, SQL database setups
Network & Security: Configured Wireless, LAN, VPN, VoIP, encryption, antivirus solutions
Communication & Problem-Solving: Strong analytical skills, customer service, and ability to multitask effectively
EXPERIENCE
Allegion Nov. 2023 – Feb. 2025
Field Service Technician
Software deployment and configuration (Adobe, Zendesk, Software Center, Azure Autopilot)
In-person and remote IT support, troubleshooting via Bomgar, ServiceNow (Vitalize)
Performed Windows 10 to Windows 11 migrations, ensuring seamless transitions
Managed asset tracking, shipping/receiving, inventory for desktops, laptops, tablets
Configured and maintained VoIP/TCP/IP network connections
Implemented antivirus, encryption, and email management (Microsoft Exchange, AD, O365)
Built and installed systems, performed warranty replacements (Dell/Apple)
Managed Apple iOS and Android devices (JAMF), including setup and troubleshooting
Installed and configured peripheral devices (Zebra printers, visual/audio equipment)
Nassau Dec. 2022 - Jul 2023
IT Support Technician
Provided technical assistance for multiple locations, ensuring seamless hardware and software operations
Maintained asset tracking for inventory and shipping logistics
Deployed software applications via SCCM, optimizing system functionality
Developed PowerShell scripts to automate device imaging processes
Utilized ServiceNow to document, track, and resolve IT issues efficiently
Strengthened security protocols by implementing antivirus and encryption solutions
Established and maintained VoIP and TCP/IP connections for troubleshooting
Configured and managed email accounts using Microsoft Exchange and Office 365
Conducted warranty part replacements for HP desktops/laptops and Microsoft Surface Pro 3
Emerson Aug. 2022 – Nov. 2022
IT Support Technician
Provided hands-on technical support across multiple locations, ensuring minimal downtime
Conducted laptop and desktop upgrades while maintaining accurate asset records
Oversaw software deployment, updates, and removals through SCCM
Investigated technical issues and implemented swift resolutions using ServiceNow
Managed encryption solutions to safeguard user data and device integrity
Assisted in configuring network connections, ensuring seamless remote support
Performed installations and troubleshooting for Mac OS and iOS devices
Timex Group USA Oct. 2021 – Apr. 2022
IT Support Technician
Led efforts in managing an asset database, tracking shipments and inventory status
Implemented and monitored security measures, including antivirus protocols
Automated software upgrades through SCCM for optimized performance
Provided technical troubleshooting and support via VoIP and remote desktop applications
Atos May. 2021 – Oct 2021
Remote Support Technician
Delivered remote IT assistance for desktop/laptop migrations from Windows 7 to 10
Ensured efficient asset management, including device inventory and shipping logistics
Automated software deployments using SCCM and remote tools
Identified and resolved technical issues through in-depth troubleshooting strategies
Facilitated smooth email management using Exchange Server, AD, and Office 365
Maintained encryption standards for device security
Western Connecticut Health Network Feb. 2019 – Aug 2019
IT Support Technician
Provided on-site support for medical carts and workstation migrations
Led troubleshooting efforts for hardware/software failures in clinical environments
Developed system images and data migration plans for device refresh projects
Integrated network configurations for seamless remote access
Trinity Health of New England Nov. 2016 – Nov. 2018
IT Client Support Technician
Diagnosed and repaired bedside mobile carts and workstation hardware
Managed software installations, updates, and troubleshooting for hospital IT systems
Provided encryption and security measures for medical records and devices
Bristol Meyers Squibb/TEKsystems May 2015 - July 2016
Technician / Desktop Support
Coordinated desktop/laptop migrations from Windows XP to 7
Implemented security solutions, including antivirus installations and encryption
Provided hardware repair and maintenance for HP and Microsoft Surface devices
Eastern Account System/TEKsystems Feb 2015 -May 2015
Customer Service Rep
Delivered technical support via VoIP for troubleshooting and software installations
Assisted with account management and service upgrades for customers
Wellpoint/TEKsystems Jul 2014 - Jan 2015
Technician / Desktop Support
Call Center environment
Identify research and resolve technical problems
Network (VoIP or TCP/IP) connections to perform remote technical support
Desktop/Laptop/Printer Upgrading (Add, Change, Remove), Imagining, Refresh, Backups and Break/Fix Hardware & Software,
Virus Cleanup, Software Installations, Map Shared Drives & Printers, Password Reset, Data Transfers, Domains, etc…
Google Docs to share and edit documentation
Vitalize (Service Now) Trouble Ticketing System - document issues/resolutions, monitor, log and track service requests
Installation / Configuration of Mac OS and software applications
Multiple TEKsystems Contracts Nov 2012 - Apr 2014
Technician / Desktop Support
Field / Onsite / In-person Troubleshooting, Break/Fix, Refresh, Upgrades
Troubleshooting software/hardware components, printer technologies and installs a variety of software applications on workstation
Troubleshoot complex issues as they relate to Windows 7, XP and Vista
Recovery, Imaging / Data Transfer, Antivirus, Encryption
Service Now ticketing system
Create and Manage emails on Microsoft Exchange Server and Microsoft AD
Add or reserve TCP/IP and perform basic maintenance on network servers
EDUCATION
High School Diploma, June 2004
Waterbury Adult Education, Jan 2011
Lincoln College of New England, Southington CT
Contact this candidate