SHERWIN KEITH SANTOS
Auckland,New Zealand
Summary
Professional service technician with strong background in diagnostics, repairs, and maintenance of various systems and equipment. Proven ability to collaborate effectively within teams to meet and exceed targets. Demonstrates adaptability and reliability in dynamic work environments. Skilled in troubleshooting, customer service, and technical problem-solving. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Deskside Engineer
Health New Zealand Te Whatu Ora
07.2023 - Current
- Extensive experience with Microsoft AD and other facets of the Microsoft ecosystem that underpins modern Desktop management in large organizations with Windows desktops.
- Logged and resolved ticket via Cherwell/Service Now.
- Performing upgrades and swaps of DHB workstations and laptops including BYOD.
- End User Support (Clinical/Non-Clinical) Face to face / Remote / Phone / Cherwell/Service Now Ticketing / System Imaging Devices via PXE.
- Microsoft Azure: Building Intune devices (Autopilot) and ensuring users are in the correct AD groups.
- Training and mentoring a team of exceptional desktop engineers for the successful upgrade of DHB systems. Downloading, installing, and configuring software to meet user requirements.
- Planning hardware resources for clinical and non-clinical areas of every hospital / Corporate in Auckland.
- Collaborated with clinical staff to troubleshoot equipment issues, ensuring timely resolution and uninterrupted patient care.
- Explained diagnostic findings to customers and outlined repair or service options.
- Managing meeting room technology including set up, troubleshooting and Support.
- Handling tickets about clinical and non-clinical staff with the support of another parallel team.
IMPLEMENTATION TECHNICIAN
Health New Zealand Te Whatu Ora
12.2021 - 07.2023
- Replace devices on-site at the DHB under the regional hardware replacement program
- Image, install, configure, and troubleshoot Windows 7 and Windows 10 devices and mobile devices
- Perform hardware equipment and furniture moves and installs on site
- Deploy, and manually install applications for devices and perform licensed application transfers
- Create and update existing documentation and SOP for software installs and hardware builds
- Respond to incidents and service requests escalated by 1st level support team
- Patch network ports and phone lines
Education
Bachelor of Science - IT Service Science
Auckland University of Technology
Auckland, NZ05.2022
Skills
- IT Service Skills
- Customer Service
- Punctual and Reliable
- Communication Skills
- Microsoft Office
- Attention to detail
- Time Management
- In-depth knowledge of hardware and software knowing the right sequence and build for each client for their machine
Timeline
Deskside Engineer
Health New Zealand Te Whatu Ora
07.2023 - Current
IMPLEMENTATION TECHNICIAN
Health New Zealand Te Whatu Ora
12.2021 - 07.2023
Bachelor of Science - IT Service Science
Auckland University of Technology