Santos Luciano
510 Al Bahri Bldg Al Barsha 1,UAE
Summary
Logical thinker with top problem-solving abilities. Communicates well with non-technical audiences for speedy resolutions. Background in delivering exceptional customer service whilst carrying out maintenance and repairs. Focused IT Engineer equipped with technical knowledge and experience to handle range of IT problems. Dependable in completing new installations, maintenance and repair work. Keeps impeccable documentation of repair.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work history
IT engineer
Dentsu Aegis Network
Internet city, United Arab Emirates
2019.06 - 2024.02
- Responsible for onboarding of new employees, to include asset management, set up of new workstation, printer installation and configuration windows or mac system depends the manager advise.
- Responsible off boarding of leavers staff, to limiting access to MS O365, system access and other corporate apps.
- Installed new software for users and monitored version and patch update requirements.
- Built, configured and installed hardware platforms within specified timeframes.
- Progressed projects through collaboration with technical leads and IT global service teams.
- Scanned systems, diagnosing and correcting equipment failures and performance issues.
- Planned installations, additions and upgrades carefully to minimise service user disruptions.
- Logged tickets and provided constructive correspondence until resolution.
- Enabled upgrades to internal and external systems for consistent infrastructure security.
- Followed technical documentation for accurate installation, maintenance and repair work.
- Managed and implemented all new software, systems and solutions.
- Tracked computer system and network performance to identify root causes of issues.
- Delivered reliable, high quality technical support to average of 50 users daily.
- Handled IT support requests, solving problems quickly and implementing necessary solutions.
- Developed a robust patching regime for optimum server, storage, network and desktop environments.
- Responded to and resolved tickets promptly, eliminating service user downtime.
- Updated and improved web pages for relevancy and accuracy.
- Serviced and maintained multifunction print and document devices.
- Answered user questions about hardware and software operation to help resolve problems.
- Installed, configured and maintained high-performing multiplatform technologies.
- Documented support calls and resolutions for professional records.
- Conducted server back-up and recovery operations in line with protocols.
- Supported loading of peripheral equipment with selected materials.
- Provided prompt support to internal and customer-facing IT infrastructure.
- Maintained internet and intranet websites to maximise reliability and usability.
- Organised workspaces for employees with computer, monitors and associated cabling or equipment.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Maintained up-to-date technical knowledge and certifications for compliant IT services.
- Followed manufacturing instructions and design specifications when completing repairs.
- Established and troubleshot network and data communications systems.
- Investigated, diagnosed and remedied diverse hardware issues within fixed service-level agreements.
- Used {Service now] to track support tickets and document actions.
- Tested function of peripheral equipment and completed quality repairs.
- Completed investigations to check on reported errors, reproduce problems and trace faults.
- Distilled complex technical information into easily digestible instructions for end-users.
- Updated service users on ticket progress, escalating urgent issues for swift action.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Supported team by demonstrating respect and willingness to help.
- Analysed data and information to identify issues and create tailored solutions.
- Successfully delivered on tasks within tight deadlines.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Delivered high-quality results within budget and timeframe targets.
- Processed invoices and payment runs with complete accuracy.
- Completed customer orders with speed and accuracy.
- Stayed current on processes and procedures to offer relevant assistance.
- Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
IT service desk analyst
Enerflex
Abu Dhabi, United Arab emirates
2013.05 - 2019.05
- Provided testing and systems administration support as required by multi-disciplinary teams.
- Drove short-term troubleshooting and long-term improvement efforts across multiple platforms.
- Offered technical advice to programmers and developers to help optimise designs.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Distilled complex technical information into easily digestible instructions for end-users.
- Supported loading of peripheral equipment with selected materials.
- Acquired, set up and configured hardware and software to meet specific customer requirements.
- Organised workspaces for employees with computer, monitors and associated cabling or equipment.
- Investigated and diagnosed customer's technical and product queries.
- Scanned systems, diagnosing and correcting equipment failures and performance issues.
- Installed new software for users and monitored version and patch update requirements.
- Anticipated and prevented issues with technical infrastructure to minimise downtime.
- Translated lengthy troubleshooting steps by breaking down and simplifying instructions.
- Offered technical expertise to contribute to 2nd and 3rd line of support.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Completed investigations to check on reported errors, reproduce problems and trace faults.
- Prepared equipment for staff use, installing cables, operating systems, and software.
- Asked customer targeted diagnostic questions for speedy root cause analysis.
- Tracked computer system and network performance to identify root causes of issues.
- Delivered reliable, high quality technical support to average of [50] users daily.
- Assisted wider customer service teams to produce external user guides and internal support tools.
- Established and troubleshot network and data communications systems.
- Conducted server back-up and recovery operations in line with protocols.
- Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.
- Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
- Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
- Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
- Carried out preventative checks and maintenance at end of customer interactions to prevent need for further support.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Used [Service now] to track support tickets and document actions.
- Answered user questions about hardware and software operation to help resolve problems.
- Followed manufacturing instructions and design specifications when completing repairs.
- Delivered complete set-up assistance for networking systems, IP phone equiment and related IT gear.
- Followed technical documentation for accurate installation, maintenance and repair work.
- Developed expertise in variety of technical disiplines including cloud services and network management.
- Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
- Processed invoices and payment runs with complete accuracy.
- Displayed energy and enthusiasm in fast-paced environment.
- Consistently arrived at work on time and ready to start immediately.
- Received and processed stock using inventory management system.
- Applied positive customer service approach to increase satisfaction levels.
- Maintained internet and intranet websites to maximise reliability and usability.
- Cleaned work areas and equipment to maintain faultless hygiene standards.
- Successfully delivered on tasks within tight deadlines.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Delivered services to customer locations within target timeframes.
- Conducted research and gathered information from multiple sources to present clear results.
IT engineer
Unlimited Support LLC
Dubai, United Arab Emirates
2013.03 - 2015.03
- Installed new software for users and monitored version and patch update requirements.
- Prepared equipment for staff use, installing cables, operating systems, and software.
- Built, configured and installed hardware platforms within specified timeframes.
- Progressed projects through collaboration with technical leads and IT service teams.
IT Help desk coordinator
Injazat
Abu Dhabi, United Arab Emirates
2012.06 - 2013.02
IT technician
Hyundai Enginering and Constraction Co.
Abu Dhabi, United Arab Emirates
2011.09 - 2012.06
IT support engineer
Institute of Public Administration
Riyadh, Kingdom of Saudi Arabia
2005.09 - 2010.09
Education
Bachelor's degree - Bachelor of science and Information Technology
Intstitute of Creative Computer Technology
Cainta Rizal Philippines 1997.06 - 2002.04
ITIL v4 (ITSM) - iTILv4
Injazat
Abu Dhabi 2012.12 - 2012.12
Microsoft Certified Professional - MCP
2nd Philippine International School
Riyadh Kingdom of Saudi Arabia 2008.06 - 2008.09
Cisco Certified Network Associate - CCNA
2nd Philippine International School
Riyadh Kingdom of Saudi Arabia 2008.10 - 2008.12
Cisco Certified Entry Technician - CCENT
2nd Philippine International School
Riyadh Kingdom of Saudi Arabi 2008.10 - 2008.12
Skills
- User support
- Technical infrastructure migration
- Office 365
- Customer communication
- Troubleshooting network issues
- Active Directory, GPO
- Network troubleshooting
- MS Exchange
- Network diagnostics
- Remote access technology
- Network configuration
- Windows Server
- Communication skills
- Knowledge of SAP
- Customer-focused
- Problem-solving
- Time management
- system and software troubleshooting
- Hardware repair
- Knowledgeable in Mac systems
- Desktop troubleshooting
- Customer service expert
- Desktop support
- Staff education and training
- Mac OS
- Application support
- Exceptional telephone etiquette
Languages
English
Fluent
tagalog
Native
Arabic
Beginner
Other Skill:
Critical thinking, Great Communication, time management, Teamwork, Flexible can work under pressured, Open-minded person & Capable of Multi-tasking environment.
References
References available upon request.
Timeline
IT engineer
Dentsu Aegis Network
2019.06 - 2024.02
IT service desk analyst
Enerflex
2013.05 - 2019.05
IT engineer
Unlimited Support LLC
2013.03 - 2015.03
ITIL v4 (ITSM) - iTILv4
Injazat
2012.12 - 2012.12
IT Help desk coordinator
Injazat
2012.06 - 2013.02
IT technician
Hyundai Enginering and Constraction Co.
2011.09 - 2012.06
Cisco Certified Network Associate - CCNA
2nd Philippine International School
2008.10 - 2008.12
Cisco Certified Entry Technician - CCENT
2nd Philippine International School
2008.10 - 2008.12
Microsoft Certified Professional - MCP
2nd Philippine International School
2008.06 - 2008.09
IT support engineer
Institute of Public Administration
2005.09 - 2010.09
Bachelor's degree - Bachelor of science and Information Technology
Intstitute of Creative Computer Technology
1997.06 - 2002.04