Summary
Overview
Work History
Education
Skills
Timeline
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Miguel Santos

Omaha,NE

Summary

Experienced and empathetic Technical Support Analyst with over twelve years of proven performance delivering top-tier support and customer service in a dynamic and fast-paced environment. Adept at installation, configuration and support of desktop and laptop computers and mobile devices, personal and network printers. Strong knowledge of Windows 10 & 11, Office 365/M365 suite and well-versed in SCCM, and Active Directory, as well as Intune. Have also coordinated and led group training and new hire onboarding sessions.

Overview

12
12
years of professional experience

Work History

Service Desk Analyst

Werner Enterprises
08.2024 - Current
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
  • Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
  • Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.

Desktop Engineer

First National Bank Omaha
01.2014 - 02.2024
  • Configured hardware and software to set up work stations for, and in support of 5000+ employees.
  • Provided remote support to off-site employees, ensuring seamless integration with company systems and continued productivity.
  • Managed initial conversion of users to laptop environment. Managed contractors working on the project. Imaged and delivered 300 devices, plus facilitated user training.
  • Mentored junior staff members in advanced troubleshooting methods and industry best practices for desktop support management.
  • Helped coordinate and facilitate new hire onboarding and new hardware orientation sessions.
  • Skilled at working independently when necessary, as well as collaboratively in team/multi-team environments.
  • Demonstrated leadership skills in managing projects from concept to completion - converting from desktop to laptop environment, and implementation of multi-function printers to personal banker workstations.

Senior Operations Specialist

First National Bank Omaha
03.2013 - 01.2014
  • Provided outstanding remote support via phone, email, or chat, ensuring timely resolutions for geographically diverse users.
  • Maintained a high level of professionalism when interacting with clients, fostering positive relationships and promoting a supportive environment.
  • Demonstrated exceptional multitasking abilities, effectively managing multiple tickets and user requests simultaneously without sacrificing quality of support. Regularly handling a daily average of 30-35 calls.
  • Worked well in a team setting, providing support and guidance to others as as collaboratively diagnosing larger issues.
  • Partnered with other teams to assist on various projects including a MFD/print device rollout, updating conference room A/V equipment, assisting VDI team in converting and on-baording users.

Operations Center Intern

First National Bank Omaha
06.2012 - 03.2013
  • Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele.
  • Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
  • Participated in team projects, demonstrating ability to work collaboratively and effectively.
  • Learned and adapted quickly to new technology and software applications.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Education

A.A. Information Technology -

Metropolitan Community College
Omaha, NE

Skills

  • Windows OS (XP - 11)
  • Microsoft Office 2003 - M365
  • macOS, iOS
  • SCCM / Intune
  • Active Directory
  • TCP / IP
  • Citrix (Xenmobile, VPN & VDI)
  • AV Support
  • ITIL Knowledge
  • Endpoint Support & Troubleshooting
  • Customer Service
  • End-User Training

Timeline

Service Desk Analyst

Werner Enterprises
08.2024 - Current

Desktop Engineer

First National Bank Omaha
01.2014 - 02.2024

Senior Operations Specialist

First National Bank Omaha
03.2013 - 01.2014

Operations Center Intern

First National Bank Omaha
06.2012 - 03.2013

A.A. Information Technology -

Metropolitan Community College

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Miguel Santos