Raymond J. Perez Santiago
Ponce,Puerto Rico
Summary
Professional support services specialist with proven expertise in team collaboration and results-driven strategies. Skilled in managing operations, resolving issues, and adapting to changing needs. Known for strong leadership, problem-solving abilities, and effective communication. Reliable and focused on enhancing team performance and achieving organizational goals.
Overview
13
13
years of professional experience
Work History
Support Services Supervisor
Ponce Health Sciences University
01.2022 - 10.2024
- Evaluated employee performance regularly, providing constructive feedback and coaching as needed.
- Analyzed data from customer interactions to identify trends and inform improvements in service delivery methods.
- Maintained detailed records of all support activities, ensuring transparency and accountability across the department.
- Created an open feedback loop with both internal colleagues and external customers to continuously improve processes based on their input.
- Facilitated communication between departments to ensure seamless coordination of support services.
- Collaborated with cross-functional teams on projects aimed at enhancing overall client experience and satisfaction levels.
IT Specialist
Ponce Health Sciences University
09.2011 - 01.2022
- Configured hardware, devices, and software to set up work stations for employees.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Walked individuals through basic troubleshooting tasks.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
- Collaborated closely with other departments to provide tailored technology solutions that addressed their specific needs or challenges.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
- Trained employees on new technologies, increasing competency levels across the organization.
Education
B.S. - Computer Science
Interamerican University of Puerto Rico
Ponce, P.R.06.2011
Skills
- Microsoft Office
- MS Active Directory
- Windows OS
- Apple OS
- Android
- IOS
- Veeam Backup and Replications Software
- Zoom
- Manage Engine Endpoint Central
- Manage Engine Service Desk
- Adobe Acrobat
- Computer hardware repair
- Mobile device maintenance
- Teamwork
- Adaptability
- Technical support expertise
- Meeting facilitation
- Escalation management
- Training and mentoring
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Support Services Supervisor
Ponce Health Sciences University
01.2022 - 10.2024
IT Specialist
Ponce Health Sciences University
09.2011 - 01.2022
B.S. - Computer Science
Interamerican University of Puerto Rico
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