Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Jestoni Santiago

Senior Advisor I, NOC Support
Taguig

Summary

Proven IT professional with a track record of enhancing system efficiency and reducing downtime of systems. Expert in network troubleshooting and hardware support, demonstrating exceptional problem-solving abilities and attention to detail. Skilled in fostering seamless technology integration and improving service desk performance through effective escalation management and technical support.

Overview

5
5
years of professional experience
2
2
Certifications

Work History

Senior Advisor I, NOC Support

Concentrix
04.2024 - Current
  • Analyzed security incidents post-resolution, identifying areas for improvement in both technical controls and incident response processes.
  • performed logs analysis for log files captured by the security monitoring tools.
  • updated, configured and repaired security monitoring tools.
  • performed tuning for postgresql database.
  • deployed security console and scan engines for monitoring computer systems.
  • ensured that security systems of clients has minimal downtime.

IT Service Desk Analyst

HCL Technologies
10.2022 - 04.2023
  • Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
  • Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
  • Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
  • Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
  • Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
  • Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
  • Researched product and issue resolution tactics to address customer concerns.

IT Service Desk Analyst

Atos Syntel GDC
04.2022 - 09.2022
  • Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
  • Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
  • Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
  • Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
  • Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Promoted efficiency among departments with prompt resolution of system issues.

IT Specialist

AI Sky Cloud Inc
12.2021 - 04.2022
  • Configured hardware, devices, and software to set up work stations for employees.
  • Managed hardware and software inventory, ensuring timely updates and replacements as needed.
  • Monitored systems in operation and quickly troubleshot errors.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
  • Reduced downtime by identifying potential issues and resolving them proactively.

Management Information Systems and Services Staff

Panpacific University
Tayug
02.2019 - 11.2021
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Resolved problems, improved operations and provided exceptional service.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Managed time efficiently in order to complete all tasks within deadlines.

Education

Bachelor of Science - Information Technology

Panpacific University North Philippines Inc.
Tayug, Province Of Pangasinan, Philippines
04.2019 - 04.2019

Skills

Remote Support

Languages

English
Upper intermediate (B2)

Certification

Cisco CyberOps Associate

Timeline

Senior Advisor I, NOC Support

Concentrix
04.2024 - Current

IT Service Desk Analyst

HCL Technologies
10.2022 - 04.2023

IT Service Desk Analyst

Atos Syntel GDC
04.2022 - 09.2022

IT Specialist

AI Sky Cloud Inc
12.2021 - 04.2022

Cisco CyberOps Associate

07-2021

CompTIA Network+(certificate of continuing education)

10-2019

Bachelor of Science - Information Technology

Panpacific University North Philippines Inc.
04.2019 - 04.2019

Management Information Systems and Services Staff

Panpacific University
02.2019 - 11.2021

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Jestoni SantiagoSenior Advisor I, NOC Support