Summary
Overview
Work History
Education
Skills
Personal Data
Certification
Seminars
Affiliations
Additional Information
Timeline
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Jefferson Duya Santos

Jefferson Duya Santos

Concepcion

Summary

Experienced ICT Engineer with diverse technical background and specialized knowledge in Information Technology Help Desk and Support. Proven track record of effectively troubleshooting and resolving complex IT issues to ensure seamless operations. Skilled in implementing innovative solutions to optimize system performance and enhance user experience. Committed to staying current with industry trends and technologies to deliver top-notch IT support services.

Systems engineering professional prepared for high-impact roles. Extensive experience in developing and optimizing system infrastructures. Strong focus on team collaboration and adaptability to evolving project requirements. Skilled in problem-solving and strategic planning.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior Systems Engineer

Upwork – Freelance (Full Time)
NSW
07.2023 - Current
  • Company Overview: Client Sydney Technology Solutions based in Sydney Australia
  • IT support relating to technical issues involving core business applications, as well as virtual environments built on Microsoft.
  • Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, AD/DC, RDS, App, etc.
  • Engineer and implement system solutions for customers using technologies that meet their needs
  • Implement and support disaster recovery solutions
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security – strong Sophos XG Firewall experience.
  • Remote access solution implementation and support: VPN, & Terminal Services
  • System documentation and consulting services to include system reviews and recommendations
  • Communication with customers, keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Providing Improve customer service, perception, and satisfaction to all clients/customers
  • Working in a team and communicate effectively
  • Escalate service or project issues that cannot be completed within agreed service levels
  • Provides business awareness to customers, specific knowledge of the customer and how IT relates to their business strategy and goals.
  • Developing in-depth knowledge of the service catalog and how it relates to customer's needs
  • Documenting internal processes and procedures related to duties and responsibilities, Creating Knowledge base for future reference.
  • Working with HaloPSA to enter all work as service or project tickets
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
  • Ability to multi-task and adapt to changes quickly
  • Strong understanding of support tools, techniques, and how technology is used to provide IT services
  • Working with SyncroMSP to monitors workstations, servers and to automate task and alternate remote connection
  • Providing high level support remote support to customer machines, laptop or computer using ScreenConnect tool, Bomgar, Quickassist, Syncro, Teamviewer etc.
  • Onboarding/Offboarding users via script or manually into O365, Active Directory and Azure AD
  • Strong experience with O365, setting up users, assigning and documenting licenses, exporting reports, granting delegation access to email groups, user/sharedmailbox etc.
  • Strong experience with Active directory, implementing permissions, policy, rules, attributes etc.
  • Provides high level support, installs customer's software's, works with software support if there's issue.
  • Works with various carrier's, Dell, Lenovo for any hardware support, Microsoft for system, software, and 365 tenant issues and ISP providers.
  • More than 7 years of total Experience
  • Collaborated with cross-functional teams to deliver innovative solutions for business needs.
  • Led successful system upgrades by creating detailed implementation plans and coordinating resources effectively.
  • Collaborated with clients to determine need and devise appropriate software and hardware solutions.
  • Delivered high-quality documentation to support project requirements, enabling smooth hand-off to stakeholders.
  • Optimized system performance by identifying and resolving complex technical issues.
  • Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
  • Managed and monitored installed systems for highest level of availability.
  • Designed and implemented system security and data assurance.
  • Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
  • Resolved issues related to operational components for LAN, WAN and voice systems.

IT Engineer

VirtuIT - Upwork – Freelance (Part-time)
10.2022 - Current
  • Company Overview: Client VirtuIT Systems based in NY USA
  • Resolving daily tickets logging of technology systems.
  • Analyzing and resolving issues, complex cases.
  • Works with Auto-task ticketing system, Datto RMM, PRTG monitoring system, VMWare, Dell storage/SANS
  • O365, Dell Threat defense Anti-Virus program, Firewalls and various routers, Veeam backup.
  • Developed comprehensive documentation for IT processes, streamlining knowledge sharing among team members.
  • Led a team of junior engineers in successful project execution while fostering a positive working environment that encouraged professional growth.
  • Evaluated emerging technologies for alignment with organizational goals, recommending strategic investments as appropriate.

Senior Technical Support/ NOC Analyst II

Cloudstaff Modern Workforce [Full Time]
Angeles Clark Pampanga
05.2021 - 06.2025
  • Company Overview: Client - ADCOM Solutions
  • Analyzing and Resolving case/tickets using Servicenow ticketing system
  • Monitoring and Managing Circuits using Netcloud RMM, Meraki DashBoard, Simplicit Zenoss, Adnet And Logic Monitor.
  • Creating trouble ticket from different carriers
  • Engaging third party vendors, DSR, Netwolves
  • Setup third party technician dispatch
  • Troubleshoot Layer 1 (physical layer) or remote troubleshooting to circuit issues
  • Cisco, Cisco Meraki, Switches, Router, Modem, Fortinet, Netgear, Juniper, Layer 3 switches, SonicWall
  • Connecting to routers remotely via putty ssh and secured telnet connections
  • Analyzing router stats, and refer it to carrier or third-party vendor if any issues occur
  • Call out circuit issues to the associated carriers
  • Support customer connection, Broadband, MPLS Fiber and Wireless connection.
  • Engage vendors or carriers on hardware and software related issues, process RMA if necessary
  • Work with customer-related trouble tickets through Service now ticketing system
  • Work with the customer over the phone via talkdesk, email or remote connect to solve issues
  • Provide detailed and timely ticket updates
  • Followed Client standards and ticket/case procedures
  • Experienced with network monitoring tools and systems
  • Troubleshooting with SD-WAN/LAN technologies
  • Responsible for helping to meet or exceed individual and team KPIs
  • Receive or place inbound/outbound calls to troubleshoot issues
  • Teacher and learner, provide and receive coaching
  • Self-starter, ability to dig in and solve problems
  • Works with NOC Team lead, Account manager, Platforms and Engineering department to ensure Implementations are being done according to standards and procedures.
  • Possess a sense of urgency and accountability while driving issues to resolution
  • Employee of the month (November 2022)
  • Optimized network efficiency by conducting thorough root-cause analysis of recurring problems and implementing effective solutions.
  • Participated in on-call rotation schedules, maintaining availability during critical periods or high-impact incidents.
  • Evaluated new technologies and tools to enhance NOC capabilities, recommending strategic investments for long-term improvements.
  • Reduced network downtime by proactively monitoring and troubleshooting system issues.
  • Contributed to continuous improvement efforts within the NOC environment by identifying areas of opportunity and proposing innovative solutions.
  • Increased customer satisfaction by providing prompt technical support for reported incidents and service requests.
  • Monitored network hardware operations to evaluate proper configuration.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Assisted in training new NOC Analysts, sharing expertise on best practices for issue resolution and escalation procedures.

IT- Engineer / Sys Admin - Wintel, OSX & RMM

Upwork – Freelance (Part-time)
04.2022 - 06.2023
  • Managing and Monitoring Windows Server and workstations using Kaseya RMM tool.
  • Support and troubleshooting end user Windows PC and MAC OS.
  • Setup O365, Google Workspace licenses, services, subscriptions, users, calendars, rules and migration.
  • Perform email migration, O365, Microsoft exchange, Google Workspace, IMAP.
  • Configuring domain host and domain names to our clients. Setup DNS records. Provides support to customers/clients. Work and Resolve tickets using ZohoDesk.
  • Provides remote support to end user. Taking Inbound/outbound calls using Ringcentral.
  • Engaging carriers or third party vendor for various issues.
  • Troubleshot complex technical issues, providing timely resolution to minimize disruptions.
  • Maintained service schedule for software and hardware.
  • Offered troubleshooting via voice and text chat, maintaining resolution rates of 90+%.
  • Performed preventive maintenance on network system, maintaining average uptime of 100%.

Storage Craft Arc Serve Shadowprotect and ShadowXafe Recovery Testing Expert

Part-time Job (Freelance Upwork)
06.2022 - 08.2022
  • Provides scheduled monthly backup recoveries for customers
  • Managing, Monitoring and configuring Storage craft backups
  • Analyzing, testing and solving backup issues.

MS Azure Administrator

Part-time Job (Freelance Upwork)
06.2021 - 08.2021
  • Managing, Monitoring and configuring Virtual Machines, Windows Server in MS Azure
  • Setup and Monitoring Veeam backups, Setup O365 Emails and provides remote support to end user.

IT- Engineer

SHORE 360, Inc. [Full time]
Angeles Clark Pampanga
06.2018 - 05.2021
  • Company Overview: Client - Goldline IT
  • Monitoring & Managing Window's Server, Hyper-V, 2007-8, 2011, 2012 R2, 2016, 2019 and 2020. Setup and Strong knowledge with MS O365, Outlook, Teams, Skype for business etc.
  • Managing Windows Server and workstation, O365, SIP phones, Printers, Virtual machines, etc.
  • Setup Hyper-V, Domain Network and Virtual machines. Support Windows and Mac users
  • Analyzing and configuring Hyper-V Servers.
  • Remote control of client workstations
  • Setup and Fixing Printers, PC Hardware & Application software
  • Setup Windows servers, Domain server/Domain controller, Active Directory, Setup Network Infrastructure Static IP, DHCP, DNS, VPN, etc.
  • Setup Microsoft Exchange and Terminal server.
  • Setup RDP via RDG
  • Setup ILO (Integrated Lights Out)
  • Setup Routing technologies. Fortinet, Cisco, Netgear, Blackhawk, etc. Setup NAS Server, QNAP, Synology, ReadyNAS and FreeNAS. Setup Rsync, RTRR sync, cloud replication and etc.
  • Configuring Backups systems in StorageCraft, Symantec, Datto, Windows backup, Veam Backup and etc. Configuring Amazon Web Services (AWS), S3 Buckets, S3 Glacier, EC2, Workspaces, Storage Gateway, IAM and etc.
  • Automate system using cmd, powershell and batch script. Ensured all applications/software are up-to-date.
  • Strong knowledge with Microsoft Azure and Alibaba CCS, VMWare, Oracle Virtualbox and VOIP/Zoiper SIP phones
  • Configuring VLAN to user request.
  • Automate complex IT environments through Solarwinds N-able Technologies RMM. Strong knowledge in Solarwinds MSP and other cloud-based technologies. Experienced in configuring and maintaining network infrastructure.
  • Escalating and fixing user issues internal/remote.
  • Provide support to customer users remotely via Team Viewer/Solarwinds Remote tools. to troubleshoot further issues.Work with customer ticket via Connectwise ticketing system.
  • Configuring and Setup anti-virus software: Malwarebytes, Trendmicro, Bitdefender, FortiClient.

Amazon AWS and QNAP Professional

Part-time Job (Freelance Upwork)
01.2021 - 03.2021
  • Setup QNAP's NAS server RTRR sync job from office to home. Setup and Configure AWS account, IAM and AWS S3 buckets. Setup Three Windows Servers 2012R2 via virtualbox and configured to speak to each other. Setup SQL server.

IT- Help Desk Technician

SWAK BPO [Full time]
Angeles Clark Pampanga
01.2017 - 01.2018
  • Install, configure, manage, maintain, test, evaluate, and repair computer networks, workstations, support server system(s), supporting hardware/software, user accounts, and computer/telephones.
  • Analyze and Isolate issues, Establishes and administers accounts for network users, user environments, directories, and security being installed.
  • Served as the first point of contact for internal and external customers seeking technical assistance, Escalating Ticket's, get updates and resolved can be made by phone or submission via Email.
  • Able to take responsibility of Issue tickets being assigned.
  • Monitoring and Maintaining the IT System and Networks server performance.
  • Ensure running of the Office Computer System smoothly.
  • Configuring Mac OS and Windows OS.
  • Responsible for all new user onboarding's, set up and maintains network operations including assembly of network hardware, telecommunications, and connectivity equipment.
  • Responsible for network uptime on established procedures.
  • Installs, upgrades, and configures network printing, directory structures.
  • Sets up workstation and management of accounts.
  • Experienced and good understanding with Net gear, Dell, Nexus Switches and Fortinet/Fortigate 220D Firewalls.
  • Escalating Secursync a cloud storage and file services.
  • Management of user email accounts Creation/Deleting of email accounts and licensing for outlook, skype for business using MS Windows office 365.
  • Testing and evaluate new technology.
  • Evaluate & propose to IT management for Infrastructure and user improvement.
  • Helped clients from US technical problem remotely.
  • Peripheral support for installing devices, Network printers.
  • Installing and updating drivers and firmware on workstations.
  • Maintain inventory of all hardware, software and telecommunications equipment.
  • Provide remote service desk and onsite support to a variety of environments from 1 - 200 users.

IT Technician

Luen Thai International Group of Phils., Inc. [Full time]
Angeles Clark Pampanga
01.2017 - 07.2017
  • Resolving computer problems of customers internal and external.
  • IT-Support troubleshoot computers case to case basis.
  • Strong knowledge of Intellocut System a material planning and optimization for sewn products.
  • Served point of contact to customer/clients as we export fabrics outside the country.
  • Approach every opportunity with the goal of providing our customers with solutions that reduce lead-times and improve quality. Office Base Cutting Department.

Intern/OJT

Clark International Airport Corporation
Angeles Clark Pampanga
07.2016 - 09.2016
  • Maintain and Monitoring Network uptime and downtime, Computer Troubleshooting and Inspect, test, and diagnose computer equipment/systems For Safety Environment and Management Office Department

Education

Bachelor of Science - Information And Communication Technology

Holy Angel University
Sto. Rosario, Angeles City Pampanga
10-2016

Skills

  • Problem-solving analysis
  • Cloud services
  • Infrastructure management
  • Virtualization technologies
  • Continuous integration tools
  • Proficient in M365, Entra ID, Intune
  • Troubleshooting
  • Standard operating procedures
  • Windows server administration
  • Expert problem solving
  • Cybersecurity best practices
  • Network infrastructure administration
  • Advanced troubleshooting
  • Technical support

Personal Data

Gender: Male

Age: 31

Birthday: December 26, 1993

Civil Status: Married

Religion: Roman Catholic

Certification

  • [NSE 1 ], [Fortinet] - [June 3 2023 - June 3 2025]
  • [NSE 2], [Fortinet] - [June 3 2023 - June 3 2025]
  • [CompTIA A+ 901 module], [CompTIA] - [2018]
  • [CompTIA A+ 902 module], [CompTIA] - [2018]
  • [Google IO], [Google] - [2017]

Seminars

Accent Reduction – Holy Angel University [September 2014] Personal Development – Holy Angel University [September 2014] EMERSON CARAVAN – Holy Angel University [July 2015]
Google IO - Holy Angel University with certificate of attendance [July 2015] Resume Tutor and Impressing Interviews – Holy Angel University [August 2016]
PhilNITS Certification Program Japan Company – Holy Angel University [September 2016]

Affiliations

  • Adam Rippon CEO – Sydney Technology Solutions +61 2 8212 4722 adam.rippon@sydneytech.com.au
  • Chad Livingston Director - NOC Operations 478-321-4220 clivingston@adcomsolutions.com Adcom Solutions
  • Anthony Lee CEO - Goldline IT 03 9816 8377 anthony@goldlineit.com.au
  • Dan Roberts Director – Technology SWAK BPO Corporation
  • Mr. Joseph Raymund P. Canlas Manager – SEMO Clark International Airport
  • Mr. Junior Manalo Support Manager SWAK BPO Corporation
  • Mr. Darryl M. Millora Sr. Aviation Safety Officer Clark International Airport
  • Mr. Rowell Bondoc Finance Analyst ComClark Network and Technology
  • Mr. Leo Lucas Manager - Cutting Department Luen Thai Group Phils., Inc.

Additional Information

I Hereby that the written information above is true and correct to the best of my knowledge and belief.

Timeline

Senior Systems Engineer

Upwork – Freelance (Full Time)
07.2023 - Current

IT Engineer

VirtuIT - Upwork – Freelance (Part-time)
10.2022 - Current

Storage Craft Arc Serve Shadowprotect and ShadowXafe Recovery Testing Expert

Part-time Job (Freelance Upwork)
06.2022 - 08.2022

IT- Engineer / Sys Admin - Wintel, OSX & RMM

Upwork – Freelance (Part-time)
04.2022 - 06.2023

MS Azure Administrator

Part-time Job (Freelance Upwork)
06.2021 - 08.2021

Senior Technical Support/ NOC Analyst II

Cloudstaff Modern Workforce [Full Time]
05.2021 - 06.2025

Amazon AWS and QNAP Professional

Part-time Job (Freelance Upwork)
01.2021 - 03.2021

IT- Engineer

SHORE 360, Inc. [Full time]
06.2018 - 05.2021

IT- Help Desk Technician

SWAK BPO [Full time]
01.2017 - 01.2018

IT Technician

Luen Thai International Group of Phils., Inc. [Full time]
01.2017 - 07.2017

Intern/OJT

Clark International Airport Corporation
07.2016 - 09.2016

Bachelor of Science - Information And Communication Technology

Holy Angel University

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Jefferson Duya Santos