Ariana Santiago
IT Specialist Army
Olympia,WA
Summary
Results-driven IT Specialist with proven skills in troubleshooting, technical support, and network administration. Managed helpdesk operations and resolved complex issues, ensuring optimal user satisfaction and system performance.
Detail-oriented Information Technology Specialist with expertise in end user support and problem resolution. Developed IT solutions that enhanced operational efficiency, while mentoring team members to improve service delivery and customer satisfaction.
Dynamic IT professional with a strong background in managing helpdesk operations and training personnel on new technologies. Recognized for exceptional customer service and ability to resolve escalated issues effectively, contributing to seamless IT operations.
Overview
5
5
years of professional experience
3
3
Certification
Work History
Information Technology Specialist
Active Duty Army
Tacoma, WA
11.2020 - Current
- Developed and implemented IT solutions to enhance operational efficiency across military units.
- Led troubleshooting efforts for hardware and software issues, ensuring minimal disruption to mission-critical operations.
- Managed inventory of technical equipment, optimizing resource allocation and reducing downtime for IT assets.
- Provided training sessions for personnel on new technologies, increasing team proficiency and adoption rates.
- Mentored junior IT staff, fostering skill development and enhancing team collaboration in fast-paced environments.
- Set up network profiles, security permissions and file sharing systems.
- Enhanced system performance by implementing and maintaining hardware and software upgrades.
- Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
- Used ticketing systems to manage and process support actions and requests.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Managed high levels of call flow and responded to technical support needs.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided top-notch technical support for all employees, resolving issues quickly and efficiently.
- Managed helpdesk operations, prioritizing tasks according to urgency and impact on overall business functions.
- Trained end-users on new software applications, increasing productivity across departments.
Education
Information Technology & Networking
DeVry University
Lisle, IL07-2027
Skills
- IT troubleshooting
- Problem-solving skills
- Information security
- End user support
- Network administration
- Device configuration
- IT asset management
- IT compliance
- Machine learning
- Audit support
- Document review
- Hardware updates
- Software licenses and patches
- IT service management
- Permissions management
- Technical support
- Software installation
- Hardware upgrades
- Issue troubleshooting
- Customer service
- System administration
- Desktop support
- Technical troubleshooting
- Ticket management
Certification
- Undergrad Certificate
- A+ Certified
- Sec+ Certified
Timeline
Information Technology Specialist
Active Duty Army
11.2020 - Current
Information Technology & Networking
DeVry University