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
Data Backup and Recovery
Application installations
Desktop support
Ticket management
Product Troubleshooting
User credential management
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