Stephanie Santoyo
Summary
IT professional with significant experience in troubleshooting, network administration, and system maintenance. Known for a strong focus on team collaboration and consistently delivering results. Adaptive and reliable, skilled in hardware and software support, cybersecurity practices, and provides exceptional customer service.
Overview
9
9
years of professional experience
Work History
IT Technician I
Inland Regional Center
12.2023 - Current
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Managed inventory of hardware assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and monitors.
- Set up TVs, speakers, and microphones for use in video conferencing rooms.
- Helped streamline repair processes and update procedures for support action consistency.
Member Services Representative
Aston Carter
06.2023 - 12.2023
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold a professional reputation.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Kept records of customer interactions or transactions, recorded details of inquires and actions taken.
- Gave accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints.
Eligibility Worker II
County of San Bernardino
05.2022 - 06.2023
- Conducted comprehensive income calculations for clients seeking public assistance, ensuring appropriate benefit levels were assigned based on financial need.
- Assisted clients in understanding complex program requirements through clear explanations and provision of informational resources.
- Processed and certified documents for accuracy and compliance with government regulations.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Supported colleagues during periods of high workload volume by prioritizing tasks effectively and assisting with overflow case management duties when needed.
- Maintained confidentiality at all times while handling sensitive client data related to personal finances, health concerns, and family situations.
Technical Support Representative
Spectrum
09.2018 - 05.2019
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.
- Accommodated wide-ranging customer experience levels by adjusting technical support strategies.
- Diagnosed and resolved technical hardware and software issues.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
Team Lead
Target
05.2016 - 09.2018
- Improved operational efficiency by working with senior management to implement and enhance policies and procedures.
- Supervised teams and individuals, giving feedback on performance and setting goals for improvement.
- Kept team on-task and promoted collaboration by smoothly handling both internal and external complaints.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Education
Associate of Science - Computer Science
Riverside City College
Riverside, CA05-2026
Skills
- Intermediate knowledge of network computers, printers, and software
- In-person and remote technical troubleshooting and diagnostics
- Operating system and application support management and installation
- Verbal and written communication skills
- Friendly, patient, and empathetic
- LAN/WAN systems and data centers
- Imaging and provisioning
- RESQ ticketing system
- SOP Documentation
- Microsoft Entra ID
- Microsoft 365 and Office 2021
- Microsoft Windows 11
- Multi-factor Authentication
- Asset management
Timeline
IT Technician I
Inland Regional Center
12.2023 - Current
Member Services Representative
Aston Carter
06.2023 - 12.2023
Eligibility Worker II
County of San Bernardino
05.2022 - 06.2023
Technical Support Representative
Spectrum
09.2018 - 05.2019
Team Lead
Target
05.2016 - 09.2018
Associate of Science - Computer Science
Riverside City College
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