PLINIO SANTOS

• Participated in the UPN Project (User Principal Name Project), impacting approximately 20,000 OHA, ODHS, and OIS staff and partners to facilitate the successful implementation of the UPN program, mainly focusing on providing direct support via phone, tickets, and chat to impacted users
• Answered phone calls, worked on tickets and responded to chats related to the UPN Project
• Implemented the new settings for the transition to MFA in the computers and iPhones
• Supported issues related to Microsoft 365, Teams, and OneDrive
• Troubleshoot hardware, network connectivity, printers, and software applications issues
• Accurately recorded and documented all issues or service request details using the CA ticket system
• Efficiently and accurately identified and reported trends related to the UPN
• Project
• Provided backup support to the Tier 1 Service Desk team

• Provided exceptional internal technical support to staff, faculty, and students
• Analyzed, troubleshoot, and resolved support issues related to desktop or laptop hardware or software, network services, and remote access
• Handled laptop provisioning, distribution, and return processes
• Acted as an escalation point to student employees and Tier 1 technical staff
• Oversaw complex and high-profile Information Technology Service Desk job functions and took the lead on most tasks or projects
• Efficiently worked as a Bomgar/BeyondTrust Remote Desktop Admin
• Provided onsite and remote support for Windows and Mac
• Worked on active directory infrastructure, Azure, SCCM, MDM, and Intune
• Managed, documented, and prioritized support tickets, ensuring timely resolution of issues in the ticketing system Jira
• Provided networking (WAN/LAN, Wi-Fi) and remote Access (VPN) support

• Performed basic and moderately complex troubleshooting and repair activities, typically associated with an end-user environment, including but not limited to
• PCs, desktops, laptops, tablets, and printers
• Brought 12+ years of experience, resulting in higher quality products and increased customer satisfaction
• Focused and consistent under extreme pressure, maintaining high schedule flexibility
• Provided prompt initial response to requests, including installing new PC equipment, providing end-user desk-side support, and other related activities
• Appropriately maintained IT asset inventory, including procurement, tracking, and disposal, ensuring compliance with company policies and procedures
• Collaborated with team members to improve processes and procedures related to technical support, laptop provisioning, distribution, and return processes
• Imaged and deployed desktops and laptops using SCCM

Provided helpdesk support, resolving problems to the end user's satisfaction, repaired desktops, laptops, printers, and IP phones, and strictly adhered to security best practices.
• Effectively supported users at remote sites, including Alaska, Idaho, Oregon, and Washington
• Monitored and responded quickly and effectively to requests received through the IT helpdesk and escalated when necessary
• Utilized and maintained the helpdesk tracking software and internal document procedures to enhance the overall customer experience
• Managed the on/offboarding users and moved a user to a new cubicle
• Assisted users with connecting to video conferencing applications such as Zoom, Webex, Skype, and Cisco conference system
• Assisted Technology Infrastructure staff with imaging laptops using SCCM

• A pivotal contributor to implementing effective IT solutions for internal users
• Managed technical calls in a fast-paced environment
• C maintenance implemented services, including system upgrades, system image, software diagnostics, hardware installation, hardware/desktop configuration, and P
• Assisted users with video web conferences
• Imaged and deployed Dell laptops and Microsoft Surface Pro 2, 3, and 4
• Oversaw Active Directory, Group Policy, and asset management system while complying with company objectives

• Delivered technical support to clients on-site
• Diagnosed and repaired technical issues while delivering high-quality customer service
• Executed a variety of support for computer systems and printers HP, Samsung, and Lexmark, including diagnosis, installation, upgrades, configuration, and repair
• Responded to incidents for home users, Sears & various companies in WA state

• Oversaw 31 computers to ensure expert functionality, including network configuration, system and software installation, updates, diagnosis, and repair
• Created hardware and software documentation of lab computers for user reference
• Assisted students with homework and provided LAN cabling support
• Improved service quality by creating and deploying a new image using WDS4

• Operated buses and trucks on scheduled routes while complying with strict transit schedules
• Managed passengers in adherence to company conduct and safety rules
• Provided quality customer service through positive and professional interaction with customers in person or by phone
• Met or exceeded company service quality and productivity goals