Santos Roman
New York City Metropolitan Area
Summary
Desktop Enduser Support Engineer with strong experience in supporting the infrastructure of the IT Department via hardware and software technology. Fluent in Asset Management Systems, Microsoft Entra ID, MDM, MEM, and Symantec Endpoint Administrator. 20+ years of experience within the Information Technology environment.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Information Technology Specialist
Millennial Specialty Insurance
New York City Metropolitan Area
01.2023 - Current
- Primary responsibilities include managing cloud infrastructure, supporting colleagues at every level, and managing users across various Admin Platforms, including Azure Active Directory, Microsoft 365 Admin, and Google Workspaces
- Documenting and presenting solutions, supporting Windows platforms, deploying and securing endpoint devices, establishing processes and procedures, providing software and hardware support to users, and performing computer hardware repairs.
Technical Support Specialist
Canon Business Process Services
Greater New York City Area
08.2016 - 01.2023
- Provide hardware/software desktop, laptop, printers, biometric, and mobile device support to end users including networking issues
- Manage BMC Remedyforce incident ticketing system and Footprints, create, build, configure Windows images and deploy assets, and manage assets using the Microsoft Endpoint Manager Admin Center.
Help Desk/Desk Top Support Tech II
Assigned Risk Solutions
Saddle Brook, NJ
03.2012 - 08.2016
- Administer all requests via the phone, email, desk side support generating Helpdesk Tickets and update database for all technical solutions
- Administrate VMware Servers, Active Directory, and run Queries using SQL Server Management.
Help Desk Technical Support Consultant
New York Life Investments
07.2011 - 01.2012
- Hardware and Software troubleshooting skills
- Administer Active Directory adding, removing, modifying, resetting passwords for users
- Perform system imaging and deployment process.
Customer Care Technician
Promethean Global
Alpharetta, Georgia, United States
08.2010 - 01.2011
- Provide 1st and 2nd line telephone and email technical support to a customer base supporting Promethean ActivBoard and products
- Ordering firmware and parts related to board, projector.
Financial Counselor/PASC Representative
Northeast Georgia Health System, Inc
01.2010 - 08.2010
- Responsible for ensuring the delivery of outstanding customer service while scheduling, obtaining complete and accurate patient demographic information, identifying patient benefits eligibility.
ODS Associate Programmer, Finance & Insurance Operations
The Reynolds and Reynolds Company
Duluth, Ga
01.2005 - 11.2009
- Use Pick Basic code to perform programming functions for all Banking contracts
- Created and edited documentation to problem-solving methods using VB Scripting programming language.
Bilingual Desktop Technical Support
Warranty Corporation of America
12.1999 - 01.2005
- Provide exceptional technical support to OEM & branded computers related to hardware components, peripherals, communication devices, adapters, motherboards, and processors.
Telecommunications Analyst
Nextel Communication
11.1997 - 12.1999
- Supported customers with cellular products and technical support to Field Service Engineers
- Received inbound calls, advised customers of other features and products.
Client Technical Analyst
AUTOMATIC DATA PROCESSING, INC
07.1996 - 11.1997
- Provided application support to clients related to software problems utilizing the parts/inventory application, researched and generated SQL reports.
Technical Service Coordinator
IBM CONTRACT/COMPUTER GENERATED SYSTEMS
08.1995 - 07.1996
- Handled customer requests for software support, orders, and questions regarding any problems related to software
- Supported customer requests for repair on various types of computer systems.
AS400 System Administrator
ETHAN ALLEN COORDINATES DIVISION, INC
07.1993 - 08.1995
- Maintained and monitored the AS400 network to ensure that LAN and WAN was available to all system users
- Monitored peripheral equipment to process business data.
Education
Certification - Linux / Unix Administration
LANIER TECHNICAL COLLEGE
Computer Science -
Huertas Junior College
Certification - Data Administration and Concepts, General
FIRST SCHOOL OF CAREERS
Certification - Pavilion Home PC Series
Hewlett Packard
Certification - AS400 Operator
IBM
Skills
- Information Technology
- Infrastructure
- Technical Services
- Computer Information Systems
- Azure
- Intune
- Microsoft O365
- Exchange
Websites
Certification
IBM AS400 OPERATOR
Languages
- English, Native or Bilingual
- Spanish, Native or Bilingual
Languages
Spanish
Professional
English
Professional
Timeline
Information Technology Specialist
Millennial Specialty Insurance
01.2023 - Current
Technical Support Specialist
Canon Business Process Services
08.2016 - 01.2023
Help Desk/Desk Top Support Tech II
Assigned Risk Solutions
03.2012 - 08.2016
Help Desk Technical Support Consultant
New York Life Investments
07.2011 - 01.2012
Customer Care Technician
Promethean Global
08.2010 - 01.2011
Financial Counselor/PASC Representative
Northeast Georgia Health System, Inc
01.2010 - 08.2010
ODS Associate Programmer, Finance & Insurance Operations
The Reynolds and Reynolds Company
01.2005 - 11.2009
Bilingual Desktop Technical Support
Warranty Corporation of America
12.1999 - 01.2005
Telecommunications Analyst
Nextel Communication
11.1997 - 12.1999
Client Technical Analyst
AUTOMATIC DATA PROCESSING, INC
07.1996 - 11.1997
Technical Service Coordinator
IBM CONTRACT/COMPUTER GENERATED SYSTEMS
08.1995 - 07.1996
AS400 System Administrator
ETHAN ALLEN COORDINATES DIVISION, INC
07.1993 - 08.1995
Certification - Linux / Unix Administration
LANIER TECHNICAL COLLEGE
Computer Science -
Huertas Junior College
Certification - Data Administration and Concepts, General
FIRST SCHOOL OF CAREERS
Certification - Pavilion Home PC Series
Hewlett Packard
Certification - AS400 Operator
IBM
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