JOHNNYFER SANTANA
Budd Lake
Summary
To work for a company that will enhance my skills as well as provide the opportunity for personal and professional growth and advancement #readytowork Willing to relocate: Anywhere Authorized to work in the US for any employer
Overview
15
15
years of professional experience
1
1
Certification
Work History
End User Support Technician
Cognizant Technology Solutions / Merck Pharmaceutical
11.2024 - 07.2025
- Developed and maintained software applications to streamline business operations and improve user experience.
- Provided technical support to end-users, troubleshooting application issues and ensuring minimal downtime.
- Collaborated with cross-functional teams to gather requirements, design solutions, and implement system enhancements.
- Created and maintained detailed documentation for software systems and user guides to facilitate efficient use and troubleshooting.
- Conducted user training and knowledge transfer sessions to improve application proficiency and adoption rates.
- Assisted in deploying patches, updates, and new releases, ensuring application stability and security.
- Analyzed system performance and identified areas for optimization to enhance user experience and operational efficiency.
- Managed and supported mobile devices using Microsoft Intune, ensuring compliance with organizational security policies.
- Enrolled and configured iOS devices in MDM for end-users, including email setup, VPN, and company portal configuration.
- Monitored mobile inventory and performed remote troubleshooting and device wipes when necessary.
- Used ServiceNow to log, track, and resolve IT service tickets, ensuring timely responses and accurate documentation.
- Created and updated knowledge base articles and asset records in ServiceNow to support IT operations.
- Work with internal lab software and provided technical support
Desktop Technician
The Onin Group / Reckitt Corp.
03.2024 - 11.2024
- Support of Windows OS/Microsoft Office Suite in an enterprise environment.
- Maintains, analyzes, troubleshoots, and con repair computer systems, hardware and computer peripherals
- Support and maintains user account.
- Imaging and image recovery.
- Install / Re-install various software packages and updates.
- WiFi and VPN connections; Support of wireless devices
- Ability to setup, configure and add all hardware.
- Managed and supported mobile devices using Microsoft Intune, ensuring compliance with organizational security policies.
- Enrolled and configured iOS devices in MDM for end-users, including email setup, VPN, and company portal configuration.
- Used ServiceNow to log, track, and resolve IT service tickets, ensuring timely responses and accurate documentation.
- Created and updated knowledge base articles and asset records in ServiceNow to support IT operations.
Field Service Technician
Unisys Corp
03.2018 - 11.2023
- Worked on various technical tasks such as computer troubleshooting, computer repair, printer troubleshooting, hardware replacement, updating operating system, and Re-imaging desktops
- Maintained and updated hardware and software
- General “people support”, diminishing anxiety related to new and current employees using networks and programs and providing easy to understand technical support.
- Work on Military, Schools, and Universities Support
IT Support/ Administrative Assistant
Technical Career Institute
01.2017 - 09.2017
- Respond quickly to customer problems
- Perform Tier 1 support services installing and troubleshooting hardware, software, and networks
- Build rapport with students and faculty staff with computer troubleshoot
- Great customer service
Cashier
Western Beef Supermarket
09.2016 - 06.2017
- Basic math skill
- Operate POS system to scan store items
- Responsible for back up inventory ordering and shelf stocking
- Provide excellent customer service
Sales Associate
Modell's Sporting Goods
07.2015 - 02.2016
- Responded to telephone inquiries and On-site by providing quality service to customers and associates.
- Built rapport with customers by asking probing questions and utilizing effective listening skills
- Collaborated with managers, team members, and vendors to achieve the company’s
- Delivers excellent customer service with floor sales and assist customers with purchases.
Administrative Assistant/ IT Support
Community Board
08.2011 - 11.2011
Administrative Assistant/IT Support
Jacobi Medical Center Women Health Center
10.2010 - 06.2011
Education
Bachelor's degree - Cybersecurity
Grand Canyon University
08.2025
High school diploma - GED
University of the State of New York
New York, NY04.2018
None - Networking
Technical Career Institute
New York, NY09.2017
Skills
- Equipment Repair
- English
- Computer Networking
- IT Support
- Desktop support (5 years)
- DNS
- Windows
- Operating Systems
- Proficient in MS-Word, MS-Excel, MS-PowerPoint; Internet access savvy
- Software Troubleshooting
- Microsoft Intune (2 years)
- Service Technician Experience
- Help desk (6 years)
- Active Directory
- Computer networking
- Maintenance
- Troubleshooting
- Computer hardware (7 years)
- Mobile device management (3 years)
- Excellent Interpersonal and Communication Skills; Team player
- Ability to utilize office software such as Kali Linux, Window Servers 2012 and Windows 7-10
- Network Support
- LAN
- Technical support (7 years)
- Windows Remote Desktop (5 years)
- Help Desk
- Field Service
- Technical support
- Bilingual: Spanish and English
- Technical Support
- Can utilize office machinery such as, Fax machines, Scanners, Copy machines, Printers, Neo-Post, Label Makers and Multi-line phones
Certification
- Technical support fundamental April 2023 to Present
- Dell Certification March 2018 to Present
- Driver's License
Timeline
End User Support Technician
Cognizant Technology Solutions / Merck Pharmaceutical
11.2024 - 07.2025
Desktop Technician
The Onin Group / Reckitt Corp.
03.2024 - 11.2024
Field Service Technician
Unisys Corp
03.2018 - 11.2023
IT Support/ Administrative Assistant
Technical Career Institute
01.2017 - 09.2017
Cashier
Western Beef Supermarket
09.2016 - 06.2017
Sales Associate
Modell's Sporting Goods
07.2015 - 02.2016
Administrative Assistant/ IT Support
Community Board
08.2011 - 11.2011
Administrative Assistant/IT Support
Jacobi Medical Center Women Health Center
10.2010 - 06.2011
Bachelor's degree - Cybersecurity
Grand Canyon University
High school diploma - GED
University of the State of New York
None - Networking
Technical Career Institute
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