Joseph Santiago

Joseph Santiago has over 11 years of experience in the IT industry. In 2021, they began working at Diverse Concepts, Inc. as a Commercial Services Technician Senior, where they oversee the day to day activities of 3 desktop support team members, manages communications and expectations with Managed Service Provided clients, and manages the Helpdesk/Desktop support team to ensure SLA's are within guidelines. From 2015 to 2021, they worked at Saft America as a Desktop Support Technician, where they provided singular support of 450 PC's in 2 different locations, deployed, upgraded and maintained PC's, closed over 150+ tickets a month, and administered security training. From 2014 to 2015, they worked at BON SECOURS HOSPITAL BALTIMORE INC as a Desktop Support Analyst II, where they professionally delivered one-on-one desk-side support resolving hardware and software issues, activated switch ports and assigned correct Vlan's on Cisco switches, and created user and group accounts in MS Exchange. From 2010 to 2014, they worked at CyberCore Technologies as a Level II Engineer, where they responded to internal and external IT Service Requests for IT service on both Unix and NT servers, created shared filed directories, Security groups and DFS links, and created email accounts and mailboxes. From 2009 to 2010, they worked at Technisource as a Technical Support Representative, where they troubleshooted and resolved software, hardware, printer, and dial-up/DSL/cable-modem/network connectivity issues, remoted in to caller's computers when necessary using tech support processes, and proactively followed-up with callers to verify that problems were resolved.

Joseph Santiago has obtained a Computer Information Systems Certificate from Strayer University in Takoma Park, MD as well as a ComputerTraining.com certification in Server Infrastructure and Operating Systems from Towson, MD. Joseph has also obtained a variety of certifications from CompTIA and Microsoft, including Security+, A+, Net+, XP Professional, Microsoft Certified Professional Server 2003, and Microsoft Certified Technology Specialist: Windows Vista - Configuration.