Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Cristian Santiago

Brooklyn,NY

Summary

Hello My name is Cristian Santiago as an IT Support Associate at Amazon, I am a crucial member of the company's technology and operations team. My primary responsibility is to provide technical assistance and support to Amazon employees across various departments and locations. My role is instrumental in ensuring the smooth functioning of Amazon's vast IT infrastructure and the seamless operation of its business processes.

Overview

2
2
years of professional experience
1
1
Certification

Work History

IT Support Specialist

Amazon
04.2023 - Current
  • Used ticketing systems to manage and process support actions and requests.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Provided Tier 3 IT support to non-technical internal users through desk side support services.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Diagnose and troubleshoot end user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved.
  • Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.

Genius Technician

Apple
10.2021 - 02.2023
  • Troubleshooting, Diagnosing, and Creating solutions to all technical issues customers were facing.
  • Multi-Tasking between multiple customers,
  • Creating and Building Relationships with Customers.
  • Hardware Repairs on Mac Computers, as well as IOS devices, Screen replacements, Logic board replacements, etc..
  • Software Testing and Troubleshooting, working with POP and Imap emails, Office issues, Incoming and outgoing server issues, Remote services like citrix and team viewer, Software update issues, kernel panics. recovery mode situations etc...
  • Working with Active directory as well as other forms of Ticketing systems,
  • Being apart of new feature captures, Crashes, Glitches, Kernel panics, Bugs, and Debugging new features.

Education

Bachelor of Science - Computer Science

John Jay College (CUNY)
524 West 59th Street New York, NY

Associate of Science - Business Administration

Kingsborough Community College
Brooklyn, New York
06.2021

Skills

  • Video Conferencing
  • Production Processes
  • Daily Logs
  • Diagnosis and Troubleshooting
  • Testing Devices
  • Maintaining Clean Work Areas
  • Verbal and Written Communication
  • Complex Repairs
  • Overseeing Technicians

Certification

-Apple Certified Macintosh Technician (ACMT) - Pearson VUE

-Apple Certified Help Desk Specialist (ACHDS) - Pearson VUE

-Apple Certified Portable Technician (ACPT) - Pearson VUE

-Apple Certified Mobile Technician (ACMT) - Pearson VUE

-Apple Certified Trainer (ACT) - Pearson VUE

Timeline

IT Support Specialist

Amazon
04.2023 - Current

Genius Technician

Apple
10.2021 - 02.2023

Bachelor of Science - Computer Science

John Jay College (CUNY)

Associate of Science - Business Administration

Kingsborough Community College

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Cristian Santiago