Summary

Overview

Work History

Education

Skills

Clearance

Certifications

References

Timeline

Carlos Santiago

Lorton,VA

Summary

Results-driven professional with a proven track record of adapting quickly to new challenges in dynamic environments. Highly organized, with exceptional interpersonal skills, a strong work ethic, and the ability to work independently. Known for delivering high-quality results, collaborating effectively with cross-functional teams, and leveraging technical expertise to drive efficiency and problem resolution. Eager to apply diverse skills and experience to contribute to organizational success in both business and IT-focused roles.

Overview

years of professional experience

Work History

Incident Response Analyst

Humana Military

Louisville, KY (Remote)

05.2024 - 12.2024

Designed and implemented comprehensive incident management frameworks, resulting in system downtime reduction and enhanced operational efficiency through proactive process improvements and risk mitigation strategies.
Leveraged ServiceNow to manage the full lifecycle of incident response, improving mean time to resolution (MTTR) through optimized ticket workflows, incident prioritization, and streamlined escalation procedures.
Conducted in-depth analysis of incident data, identifying recurring patterns and driving a decrease in incident frequency by recommending targeted system enhancements and preventive measures.
Led cross-functional teams in the resolution of high-priority incidents, ensuring swift and efficient resolution while adhering to service level agreements (SLAs) and minimizing business impact.
Developed real-time incident reports and performance dashboards utilizing Excel and ServiceNow, providing senior leadership with actionable insights and key performance indicators (KPIs) to support data-driven decision-making.
Orchestrated clear, effective communication strategies throughout incident events, providing stakeholders with regular updates via SharePoint and Teams to ensure transparency, alignment, and timely issue resolution.
Created and delivered executive-level presentations using PowerPoint, translating complex technical data into clear, concise business impact reports for key stakeholders and decision-makers.
Established and maintained a centralized knowledge base in SharePoint, improving incident resolution times through streamlined documentation and the dissemination of best practices across teams.
Collaborated with internal IT teams, engineering, and external vendors, ensuring the efficient resolution of system-impacting incidents and improving vendor SLA compliance.
Applied predictive analytics to incident data, identifying emerging trends and proactively preventing potential disruptions through advanced forecasting and preventive maintenance strategies.
Led root cause analysis (RCA) efforts following major incidents, developing detailed post-mortem reports that informed continuous system improvements and minimized recurrence of similar issues.
Drove continuous process improvements by gathering stakeholder feedback and leveraging incident data to refine and optimize incident management protocols, achieving improvement in recovery times.
Monitored industry trends and emerging technologies, ensuring the adoption of best practices and innovative solutions to keep incident management processes at the forefront of industry standards.
Provided leadership and guidance, fostering a collaborative and high-performance team environment while ensuring consistent incident management quality and professional development across the team.
Developed and maintained incident response playbooks, ensuring consistency and rapid response to various types of incidents, while also reducing dependency on specific team members for critical knowledge.
Improved stakeholder engagement by establishing incident management as a key component of organizational risk management, increasing executive visibility and support for process improvements and resource allocation.
Streamlined post-incident review processes, ensuring that all incidents, regardless of severity, were thoroughly analyzed and documented, resulting in stronger preventative measures and reduction in incident recurrence.
Introduced a formal incident classification system, improving the accuracy of impact assessments, resource allocation, and communication during high-severity events, leading to faster resolutions.
Implemented automated alerts and monitoring systems, reducing the response time for detecting and addressing incidents by integrating real-time data feeds into the incident management process.
Collaborated with cybersecurity teams to integrate security incident response protocols with IT incident management, reducing incident resolution time for security-related issues and enhancing overall organizational security posture.
Optimized communication channels during major incidents, ensuring that all stakeholders—internal teams, external vendors, and customers—received relevant updates, minimizing confusion and maintaining business continuity.
Implemented a knowledge-sharing initiative across global teams, enabling the transfer of best practices and lessons learned from incidents, improving global incident resolution capabilities.
Designed and deployed post-incident satisfaction surveys, gathering feedback from impacted stakeholders to improve future incident handling and ensure continuous customer satisfaction.
Established a proactive communication strategy for major incidents, allowing impacted customers and business units to receive timely notifications and updates, reducing customer frustration and improving service continuity during high-impact events.

Information Technology Specialist

United States Army

Fort Stewart, GA

03.2020 - 05.2024

Delivered comprehensive technical support, diagnosing and resolving hardware and software issues, ensuring the readiness of IT systems for military operations.
Managed and configured mobile devices (iPhones, Androids, routers) for military personnel, demonstrating expertise in mobile device management.
Ensured IT system performance and security compliance through regular maintenance and updates, enhancing operational reliability.
Used SharePoint, Remedy, and MS Teams to efficiently manage support tickets, demonstrating strong organizational and problem-solving abilities.
Specialized in network connectivity solutions, including fiber and Cat5 cable repair, maintenance, and troubleshooting.
Provided user training on system functionality and security protocols, enhancing overall team proficiency and cybersecurity awareness.
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Teams) for documentation, reporting, and communication.
Delivered remote assistance through screen sharing and remote access tools, effectively resolving technical issues in real-time.
Performed system upgrades to ensure optimal performance.
Monitored network performance to identify potential issues or security breaches.
Created and maintained user accounts for new hires or current employees.
Assisted in the development of disaster recovery plans for critical systems.
Provided training and guidance to staff members on how to use various technologies effectively.
Documented changes made to existing IT infrastructure components.
Managed user accounts across multiple domains in Active Directory environment.

Equipment Technician

St. Joseph’s Hospital

Syracuse, NY

06.2012 - 02.2020

Installed, maintained, and repaired complex machinery and electrical systems, ensuring safe and efficient operations in a hospital environment.
Performed preventive maintenance on equipment, reducing downtime and increasing operational efficiency.
Maintained accurate records of equipment repairs and performance, enabling better tracking of maintenance schedules and inventory levels.
Assisted various departments by retrieving requested items and supporting the movement of materials across the facility.
Monitored stock levels and managed inventory, ensuring the timely availability of materials for hospital operations.
Completed standard inspections to assess wear and damage to equipment.
Collaborated with supervisors to develop efficient methods for storing goods.
Assisted with physical inventories as needed by counting parts accurately and quickly.
Transported hazardous materials safely according to established protocols.
Reported any malfunctions or damages of material handling equipment promptly.

Assistant Manager

Tim Hortons