Renner Santana

Background

About Renner Santana

rennersantana@gmail.com |+353 85 117 2321 | PT(native)/EN (advanced). Professional holding: MBA in Organizational Management and Leadership | NFQ Level 9 | Science (Honours) in Computing and IT | NFQ Level 8 | Bachelor´s Degree in Information Technology in Human Resources Management | NFQ Level 8 | Experience in IT Technical Support has worked as an IT Technical Support Operator, a Team Leader and as a Business Intelligence Analyst. Assisted customers, individually or corporate, onsite and remotely. Have developed expertise as: • Expertise: • Avaya Genesys ERP. • Troubleshooting. • Supporting to set up ADSL Modem. • Developing projects according to SLA’s standard. • QA Tester. • Prepared schedule for IT projects. • Desktops, Laptops and Printer repairs. • Root cause analysis for multinationals companies. • Supporting customers, through telephone. • IT Team Leader. Career High Lights: • Assumed responsible leadership role of managing the IT Department during the absence of my supervisor while continuing dedicated support of staff and faculty IT questions and problems. • Led Team, responsible for preventative maintenance, level 1-3 technical support, and repair and root cause analysis for multinationals companies. • Developed, implemented and maintained IT policies, procedures and guidelines for Systems Support and Operations. • Supervised and trained help desk technician and kept all operation managers updated. • Developed and implemented daily, weekly, monthly, and quarterly metrics to measure IT team performance. • Created quality plan for continual improvement efforts. • Developed and adjusted project schedule and the timeline for scheduled installations. • Adjusted and negotiated the project schedule to align with equipment shipments. • Prepared schedule and IT solutions report for managers Any queries, please do not hesitate to contact me.