Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Moises Santiago

Fort Myers,FL

Summary

IT Professional with seven plus years of experience. Passionate about Security, willing to make a meaningful contribution to the team through hard work, focus on detail, and exceptional organizational abilities. Thorough knowledge of Ticketing Systems and Trouble Shooting, and extensive training in Client Services. Committed to learning, developing, and excelling in the swiftly advancing tech sector.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Global Service Desk Technician II

Fluke Corporation
03.2018 - Current
  • Became an integral part of plans on hardware, devices, and software to set up work stations for employees and developed and deployed a WFH plan.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Administered, as well as created and defined documented technical support best practices for several technologies, including G-Suite/Slack/Zoom/Office 365.
  • Documented transactions and support interactions in our ticket system ServiceNow for future reference and addition to the knowledge base.
  • Delivered technical support via emails, calls, tickets, and walk-ups across our Florida site and remote sites ranging many time zones.
  • Performed patch management on several hundred assets and installed new versions to eliminate security problems and protect data.
  • Assisted with security incidents with our SIRT team and was a core member of a project to remediate vulnerabilities in our Java environment, leading to a massive reduction in risk from around 150 million risk score (20k assets) to 100 million within Nexpose utilizing PowerShell scripts and System Center Configuration Manager.
  • Collaborated with software vendors and internal/external teams to solve a variety of difficult issues.

Customer Relations Manager / Level 2 IT Help Desk Alorica

Alorica
07.2015 - 03.2018
  • Skilled in providing technical support through phone and remote connection (LogMeIn/Teamviewer) for PC and security camera systems, including scheduling repairs and utilizing proper channels to ensure a positive end-user experience.
  • Expertise in troubleshooting and resolving complex technical problems related to audio cards, graphics processing units, network interface cards, SOHO routers, hard drives, drivers, and BIOS.
  • Answered over 15,000 incoming calls from residential and small business customers, providing accurate and persuasive solutions to their inquiries.
  • Managed client expectations and provided excellent customer satisfaction. Promptly responded to inquiries and requests from prospective customers.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux, and Mac systems. Remained up-to-date on the latest technologies and solutions trends applicable to everyday problems.

Education

Bachelor of Science - Cybersecurity And Information Assurance

Western Governor University
Millcreek, UT
01.2023

High School Diploma -

Dunbar High School
Fort Myers, FL
12.2017

Skills

  • Linux / Windows
  • Android / iOS
  • Office 365
  • Slack/Zoom/G-Suite
  • ServiceNow
  • Cisco VPN
  • Technical Documentation
  • Customer Service
  • Diagnosis and Troubleshooting
  • Software and Hardware Issues
  • Cyber Security Tools (Nexpose/Carbon Black/Splunk)
  • End-User Training

Certification

  • CompTIA A+
  • CompTIA Security+
  • CompTIA Network+
  • CompTIA CySA+
  • CompTIA Pentest+
  • CompTIA Project+
  • (ISC)² SSCP
  • (ISC)² CCSP (In Progress)
  • ITIL® Foundation V4

Timeline

Global Service Desk Technician II

Fluke Corporation
03.2018 - Current

Customer Relations Manager / Level 2 IT Help Desk Alorica

Alorica
07.2015 - 03.2018

Bachelor of Science - Cybersecurity And Information Assurance

Western Governor University

High School Diploma -

Dunbar High School

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Moises Santiago