Jimmy Rodriguez Santiago
Stockbridge,GA
Summary
Detail-oriented Support Engineer specializing in first and second level troubleshooting for desktop applications, mobile devices, and network incidents. Coordinate with vendors to ensure service continuity and manage device enrollment and inventory. Support Windows, Microsoft 365, Active Directory, and core network systems while assisting Public Safety Departments, including Police and Fire, with prompt technical support.
Overview
8
8
years of professional experience
Work History
L1 Support Engineer
City of Forest Park
Forest Park, Georgia
12.2018 - Current
- Delivered first- and second-line user support via remote access tools and on-site visits, enhancing technology access for city staff.
- Diagnosed and resolved desktop, application, network, and mobile device issues, ensuring uninterrupted user access.
- Installed, maintained, and supported city technology, including printers, scanners, monitors, workstations, and telecommunications equipment.
- Supported Windows, Microsoft Office products, Microsoft 365, Windows Server, and Active Directory environments.
- Assisted with mobile device enrollment and management, including Apple Deployment Programs and MaaS360.
- Maintained IT equipment and mobile device inventories, problem logs, system backups, and IT policies and procedures.
- Collaborated with software suppliers to troubleshoot operational issues and configured DNS, DHCP, TCP/IP, and network equipment to ensure reliable system performance.
Education
End User Security Awareness 1 & 2 -
Cybrary Online IT Security Training
01-2018
Certificate - IT Networking & Administration; Computer Repair & Modification
Bucks County Community College
Bucks County , PA10-1996
Certificate - Audio & Video Engineering
Bucks County Community College
Bucks County PA06-1994
Skills
- Windows and Microsoft Office Suite
- Active Directory management
- Network administration
- Firewall Configuration and Antivirus
- Remote desktop support
- Mobile device management
- VoIP Systems Administration
- Application Support and Diagnostics
- Ticket Management and Problem-Solving
- Hardware/Software Diagnostics
- Hardware Troubleshooting
- Ticket Management
Personal & Professional Refrences
Available upon request
ADDITIONAL STRENGTHS
Bilingual: English and Spanish
Timeline
L1 Support Engineer
City of Forest Park
12.2018 - Current
End User Security Awareness 1 & 2 -
Cybrary Online IT Security Training
Certificate - IT Networking & Administration; Computer Repair & Modification
Bucks County Community College
Certificate - Audio & Video Engineering
Bucks County Community College