Jonathan Santos

• Managing identity, security, access, policies, updates, and apps for endpoints.
• Implementing solutions for efficient deployment and management of endpoints on various operating systems, platforms, and device types.
• Implementing and managing endpoints at scale by using Microsoft Intune, Windows 365, Windows Autopilot, Microsoft Defender for Endpoint, and Microsoft Entra ID.
• Collaborate with architects, Microsoft 365 administrators, security administrators, and other workload administrators to plan and implement a modern workplace strategy that meets the business needs of an organization.
• Handling deployments on Microsoft Entra ID and Microsoft 365 technologies, including Intune, as well as strong skills and experience in deploying, configuring, and maintaining Windows client and non-Windows devices.
• Boosted client satisfaction with regular communication updates on order status and expected delivery times
• Reduced customer complaints by addressing concerns promptly and implementing corrective measures for improved service quality
• Evaluated staff performance regularly using objective metrics and qualitative feedback, implementing performance improvement plans when necessary
• Achieved timely deliveries with careful monitoring of team performance and accurate scheduling adjustments
• Managed vendor relationships, negotiating contracts to secure favorable terms that positively impacted the bottom line
• Facilitated successful resolution of delivery-related disputes by mediating between customers, drivers, and internal stakeholders as needed

- Worked side by side with the General Manager for a Telco engagement worth over $10M (i.e. Managed Services – L2 Support), performing data analysis and drafting tactical strategies for daily operations management like ticket handling & scrubbing, issue troubleshooting which resulted toan average of 97% quality score across 80+ FTEs and 85+ core telco business applications, yearly. Also involved in drafting operations strategy aligned to the client's business goals and industry's best practices as part of renewal bidding and proposal. Functioned as Technical Lead formultiple streams, performing daily operations, ensuring SLA targets are met such as but not limited to: system availability & performance, ticket restoration, resolution quality, to name a few. Also, initiated process streamlining & automations, leading to at least 40% ticket reduction and at least 25% efficiency increase, monthly.
- Functioned as Service Transition Lead, successfully oversaw the transition of and accepted at least 85+ core telco business applications in production from previous vendor to HCL Tech at the beginning of the contract. Also ensured proper planning is performed in transitioning new applications and/or application enhancements into production for support. This includes support assessment and estimation (i.e. tiering and sizing), operational readiness, support documentation, and acceptance checklists, to name a few.

- Improved service quality, addressing client concerns promptly and professionally.

- Enhanced service delivery by developing and implementing efficient processes.

- Developed training programs to enhance employee skills and boost overall productivity levels.

- Review and assume responsibility for performance metrics and service level agreements.

- Ensures all critical and major events are resolved within SLA requirements.

- Ensures that all working groups are properly engaged to resolve incidents within SLA.

- Ensures seamless day to day operations.

- Manage deliverables according to the plan.

- Recruit project staff.

- Provide regular updates to upper management.

- Clearly measure individual performance and contributions towards the success of the project and ensure a rewarding system that is set to felicitate the achievers.

- Open for feedback from team members and convey a positive message to the team members as and when applicable.

- Create a sense of bonding between team members that would result in a team work rather than individual contribution which may not synchronize well with the output of other individual outputs.

- Review and give individual feedback to improve the skills of the team members so that performance of the project improves overall.

- Lead the team members to perform their roles efficiently so that the project goals are achieved.

- Review and assume responsibility for performance metrics and service level agreements.

- Ensures all critical and major events are resolved within SLA requirements.

- Ensures that all working groups are properly engaged to resolve incidents within SLA.

- Ensures seamless day to day operations.

- Manage deliverables according to the plan.

- Recruit project staff.

- Provide regular updates to upper management.

- Clearly measure individual performance and contributions towards the success of the project and ensure a rewarding system that is set to felicitate the achievers.

- Open for feedback from team members and convey a positive message to the team members as and when applicable.

- Create a sense of bonding between team members that would result in a team work rather than individual contribution which may not synchronize well with the output of other individual outputs.

- Review and give individual feedback to improve the skills of the team members so that performance of the project improves overall.

- Lead the team members to perform their roles efficiently so that the project goals are achieved.

• Perform regular monitoring of end to end transactions happening in the applications / systems.
• Health check of the application processes
• Health check of all interfaces (External and Internal)
• Respond immediately to all customer emails and phone calls. Provide periodic updates until Incident has been resolved.
• Responds to alerts generated for any point of failure within the client solution.
• Monitors/troubleshoot custom application and data related issues using SQL, job servers, linux system to ensure all transactions from the customers are received and delivered on time Update/Create bash shell and sql scripts as needed.
• Resolves all critical and major events within SLA requirements
• Resolves or engages others to resolve all incidents within SLA
• Review and assume responsibility for performance metrics and service level agreements.

• Perform regular monitoring of end to end transactions happening in the applications / systems.
• Health check of the application processes
• Health check of all interfaces (External and Internal)
• Respond immediately to all customer emails and phone calls. Provide periodic updates until Incident has been resolved.
• Responds to alerts generated for any point of failure within the client solution.
• Monitors/troubleshoot custom application and data related issues using SQL, job servers, linux system to ensure all transactions from the customers are received and delivered on time Update/Create bash shell and sql scripts as needed.
• Resolves all critical and major events within SLA requirements
• Resolves or engages others to resolve all incidents within SLA
• Review and assume responsibility for performance metrics and service level agreements.