Victor I. Santiago

Experience

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  Farmacia La Milagrosa

  Jan 2000 - Jan 2009

  Assistant Manager/IT Consultant

  Assist the the manager in organizing, planning and implementing strategy, and fill in for them when they’re absent. Ensure the employees meet their schedules and objectives, goals of efficiency and customer satisfaction.Maintain and support the information infrastructure systemResponsible for the sales and inventory records Provide training to new employees on policies and sales strategies, services, tools, and regulationsProcess weekly payroll-data entryBackup and restore operationsDesktop repair & maintenanceManage and balance cash registers and depositAccountable for the weekly purchase of store merchandise and goods Show less

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  Computer & Software Professionals, Inc

  Aug 2009 - Mar 2011

  IT Consultant

  Work in partnership with clients and advise them how to use information technology in order to meet their business objectives or overcome problems. Improve the structure and efficiency of IT systems in various organizations.Offer support remotely and on-site to maximize support metricsCommunicate technical concepts in non-technical terms to clients to help them in their information applicationResearch and provide support and response to user inquiries regarding computer software or hardware operationMaintain all computer systems; install and support software/hardware application and peripheral equipments Troubleshoot and resolve computer operating, software/hardware problems and provide technical support as requestedAssist in troubleshooting and provide technical assistance related to computer software and data resourcesInstall and perform repairs to hardware, software, or equipment, following design or installation specificationsProvide maintenance and upgrade to existing application and systems as released by vendorsIdentify opportunities to improve process and tools to ensure the highest levels of qualityApply diagnostic, corrective and recovery techniques to all facets of the integrated information systemsDeliver telecommunications and computer-related training and assistance to a wide variety of personnel Show less

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  Pfizer

  Sept 2009 - Mar 2011

  Data Center Operator/Infrastructure Support

  Manage the computer operations within the data center and the daily activities to resolve problems and change management issues. Responsible for production systems' online response time. Maintain system availability, prepare metrics to evaluate systems performance, and work with IT groups and users to ensure that service objectives are met. Server administration, maintenance, qualification and installationData center, communication rooms and LAN monitoring (HP Insight Manager, Spectrum OneClick)Daily backup and operations (ARCserve & TSM) Communicate with vendors to resolve client issuesInstallation of KVM’s and other Data Center equipment and peripheralsKeep all IS asset inventory, diagrams and infrastructure drawings up to date (Microsoft Visio)Aid with information requests from within the company or any outside contractorsAssist top management implementing new technologies and equipmentRemote client support for the Caribbean regionServe as liaison between various support teams, both internal and external Show less

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  UBS

  Mar 2011 - Apr 2013

  Hardware Support Specialist

  Ensure proper computer operations so that end-users can accomplish organizational tasks.This includes receiving, prioritizing, documenting and actively resolving end user help requests.Problem resolution using diagnostics and help request tracking tools, as well as hands-on help at the desktop level.Hardware support team leadHardware Break/Fix support for the Americas regionImaging of new and recycled machinesDeployment of IT related equipment for new and existing usersRepair and maintenance of existing equipmentRecycling and disposal of all decommissioned equipment on siteMaintaining an up-to-date inventory of all IT assetsInstallation and troubleshooting of Market Data banking software (FactSet, Bloomberg)Equipment moves and relocationsTicket queue and SLA compliance monitoringLiaise with all company support groups and 3rd party vendorsUpdating operating manuals and process documentationShipping & receiving of equipment and supplies between work sitesFixing of multi-monitor, complex trader system set-ups, including monitor arms (HumanScale)Training of new technicians on policies and proceduresOptimization of company processes to increase end-user satisfactionOverseeing the end-user procurement process to ensure the timely delivery of equipment orders Show less

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  BT

  May 2013 - Mar 2015

  Desktop Support Engineer

  Perform break-fix end-user desktop support to users in multiple locations and provide telephone and desktop support to the divisional community for software, hardware, and various infrastructure related issues. Responsible for the installation, configuration and troubleshooting of various desktop hardware, software and related peripherals including printers, scanners and mobile devices. Main point-of-contact for the New York officeProvide desk side & remote support for British Telecom usersManage the asset inventory databases Updating, refreshing, and maintaining the machine buildsWarranty repair & maintenance of all PC hardwareAssist in remote installations, troubleshooting, and deployments of all company softwareConfiguring and testing VPN connectionsSLA compliance & performance metrics monitoringRecycling of decommissioned IT equipmentAssist in company projects and special deployments as requiredRecovery and backup operations of user dataUpdate the company’s knowledge baseWork with the encryption/decryption of end-user memory devices (Bitlocker, Safeboot)Troubleshoot common Microsoft Lync issuesMigrated over 200 users from Windows XP to Windows 7 Set-up and troubleshooting of Microsoft Outlook and user archive files (.pst's) Show less

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  Credit Suisse

  Apr 2015 - Jan 2016

  Trade Floor Support Analyst

  Provide quality support services to various groups in a prominent, fast pace trading environment. Handle various technical problems with expertise and exceptional judgment while working with high level end-users such as Portfolio Managers and company VPs. Help maintain business productivity by providing highly effective customer service and develop innovative solutions to meet the needs of the business.Hardware support for the Trading Floors in the NY officeInstallation and troubleshooting of Bloomberg equipmentConfigure complex trader desk systems, including monitor arms and KVM switchesEquipment installs, de-installs, and movesAssist in company projects and special deployments as requiredCoordinate with the company’s support groups and other 3rd party vendorsWarranty repair & maintenance of IT equipmentMonitor ticket queue for SLA compliance & performance metricsEnsure IT operational functionality is maintained to agreed service levelsRecovery and backup operations of user dataHelp improve the company’s knowledge base Show less

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  AECOM

  Feb 2016 - Mar 2017

  Desktop Support Team Lead

  Responsible for providing day-to-day operational oversight of staff technicians, overall management of the support queue, overseeing call escalation and issues around call escalation, and ensuring calls are being resolved quickly and efficiently. Focusing on the day-to-day specifics and on maintaining a smooth operation while providing an enhanced level of support for the technicians.Manage a team consisting of 23 deskside and over 50 field dispatch techniciansServe as technical escalation point and initial customer contact for escalations and issuesProvide day-to-day operational leadership and technical support to team and end usersResponsible for ensuring team consistently meeting SLA’sMonitor ticket counts and internal metricsCreate/update Knowledge Base articles and training documentation to build staff technical capacityDrive continual improvement of service level across different support teamsFollow up on customer satisfaction surveysMeet with company leadership to determine improvement opportunitiesOptimize company processes to increase end-user satisfaction and technician efficiencyInteract with customers to respond any technical questions or requests for information/assistanceMonitor, coordinate, and assign tasks as they arrive in ticket queue Perform quality assurance checks on technician queues and resolved ticketsKeep the team abreast of policy changes as they relate to day-to-day operationsProvide and prepare weekly status reports on team metrics, customer satisfaction and overall performanceLead staff meetings to communicate information and facilitate knowledge sharingConduct training on new processes, procedures and technologySupport new hire recruitment and assimilationProvide solutions to issues using specific product knowledge, system utilities, and operating environment Show less

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  Stefanini NA

  Mar 2017 - now

  Service Delivery Manager

  Manage a team of technicians that have schedules ranging all shifts. Responsible for the day to day management of the team as well as working with the Client Services Management team in developing long term strategies and meeting client provided goals.Work with the Recruiting Department in the hiring of new candidatesEnsure contractual deliverables are met, complete root cause analysis as needed and identify potential efficienciesWrite employee performance evaluations, delivering annual merit reviews, updating employee journals and performing other administrative tasks as assignedAccountable for all of the team’s performance including all SLA’sEnsure all employees have the appropriate tools, resources, supplies and training to complete their job duties successfullyEnsure direct reports adhere to all schedule and attendance guidelinesResponsible for coaching and counseling of all direct reportsCreate cohesive team environment through consistent management and communication.Queue monitoring and management to ensure workload is balancedApprove/Decline employee time off requests ensuring all supported shifts are covered appropriately including on-call requirementsMonitor project work requests to ensure projects are updated and completed in a timely fashion (some project management required including working directly with the client)Create and maintain employee schedules including on-call rotationHold weekly team meetings and post all meeting minutesEnsure regular inventory audits are completed including stockroom auditsComplete Ticket Audits, review and share survey data and perform other quality measurements as assignedMaintain individual Tech Scorecards and track Technician utilization. Develop action plans as needed to address performance issuesConduct 1on1 meetings with each direct report to discuss performance, SLA’s and training requirements Show less