Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
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J. FERNANDO SANTACRUZ

Bangor,ME

Summary

Encouraging senior assistant manager and analytical problem-solver with talents for team building, leading and motivating as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Assistance to Manager

NORTHERN LIGHT HEALTH
07.2021 - Current
  • Leading Shift Left Project which aims to reduce the timeline in which issues are resolved and increase efficiency.
  • Track and manage team's metrics and KPIs on a daily, weekly, monthly and yearly basis to provide valuable insights on the team's performance and progress
  • Interview and screen qualified potential employees
  • Create and maintain documentation for the knowledge base library to efficiently find solutions to issues
  • Attend senior meetings to discuss metrics, KPIs and discuss ideas to improve teams’ performance.
  • Lead monthly educational workshops to help improve overall team's performance.

Service Desk Specialist

NORTHERN LIGHT HEALTH
01.2019 - Current
  • Leading Shift Left Project which aims to reduce the timeline in which issues are resolved and increase efficiency.
  • Work directly with users remotely via phone, IM, or email to deliver solutions to their IT related issues
  • Manage department ticketing queue while prioritizing tickets based on urgency
  • Identify/Analyze issues which affect the organization on an enterprise level and notify appropriate teams and leaders to bring resolutions efficiently on a timely manner
  • Monitor, manage and respond to alerts of possible issues in the system while working in the Network Operations room
  • Supervise, train, over 10+ temporary employees during go-live updates and on occasions in charge of notifying the termination of their services
  • Serve as point of contact for the Service Desk with other teams and leaders
  • Conduct training and supervision of new team members coming onboard
  • Assist the team lead in sending formal communication to team members about any require notification.

Network Engineer Intern

MARS COMPUTERS
01.2020 - 06.2020
  • Configured and installed Windows OS on servers
  • Managed users accounts granted permissions and managed network with Active Directory
  • Performed data backups and disaster recovery operations
  • Diagnosed, troubleshooted, and resolved hardware, software, or other network and system problems, and replaced defective components when necessary.

Administrative Assistance Intern

VINTAGE FINERY COSTUMES & BRIDALS ORRINGTON
01.2017 - 07.2017
  • Designed and created a database in Excel to manage and track business inventory
  • Researched inventory value to price each item accordingly and log prices in the database
  • Created and managed an Ebay account for sales resulting in an increase on sales by 25%.

Law Office Manager

AGENCIA PARAGUAY
01.2011 - 01.2014
  • Managed, tracked and ordered office supplies such as toners, printing papers and keeping computers up to date with licenses
  • Worked with customers by telephone or in person to provide information about services and determine charges for services requested
  • Supervised the completion all documentation in a timely manner
  • Scheduled 100+ appointments per month for the immigration office
  • Developed, maintained, and analyzed budgets, preparing weekly reports.
  • Processed and issued employees paychecks
  • Prepared legal documents, including births certifications, legal addresses, legal entry verifications, police records from current country and country of origin and verified they were properly legalized for immigration purposes.
  • Person in charge for opening and closing the business.

Education

Bachelor's Administration Management -

HUSSON UNIVERSITY
Bangor, Maine
12.2017

Associate Demography & Tourism -

UNIVERSIDAD ARGENTINA JOHN F. KENNEDY
Buenos Aires, Argentina
01.2014

High School -

COLEGIO SAN FRANCISCO DE ASIS TECNICO EN INFORMATICA
La Colmena, Paraguay
12.2010

Skills

  • Customer Service
  • Staff Supervision
  • Interpersonal communication
  • Negotiation and Conflict Resolution
  • Inventory Management
  • Data Collection/ Statistical Data Gathering
  • Database Management
  • Database Design
  • Recruiting and Interviewing
  • Managing Multiple Priorities
  • Time Management
  • Product and Service knowledge
  • Orientation and Training
  • Knowledge Base Library Management
  • Problem analysis
  • Risk Assessment
  • Hardware and Technical Support
  • Windows OS/ Office 365
  • Cerner Olympus /Cerner Millennium
  • Microsoft Access
  • ServiceNow Ticketing System
  • Bomgar Remote Support

Certification

ITIL 4 Foundations

Languages

English
Spanish
Guarani
Italian

References

Mead Lawson, (207) 973-4386, mslawson@northernlight.org, Manager 

Thomas Jones, (207) 973-4605, tdjones@northernlight.org, Team Leader 

Alec Benter, (207) 973-9665, abenter@northernlight.org, Co-worker

Timeline

Assistance to Manager

NORTHERN LIGHT HEALTH
07.2021 - Current

Network Engineer Intern

MARS COMPUTERS
01.2020 - 06.2020

Service Desk Specialist

NORTHERN LIGHT HEALTH
01.2019 - Current

Administrative Assistance Intern

VINTAGE FINERY COSTUMES & BRIDALS ORRINGTON
01.2017 - 07.2017

Law Office Manager

AGENCIA PARAGUAY
01.2011 - 01.2014

Bachelor's Administration Management -

HUSSON UNIVERSITY

Associate Demography & Tourism -

UNIVERSIDAD ARGENTINA JOHN F. KENNEDY

High School -

COLEGIO SAN FRANCISCO DE ASIS TECNICO EN INFORMATICA

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