Juan Carlos Santamaría De Arco
Enterprise Tech Support Advisor - KACE
Panamá
Summary
Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
Enterprise Tech Support Advisor
QUEST Software
9 2019 - Current
- Participating in the mentorship program as a mentor/team lead, assisting our mentees in their technical and product development.
- Outstanding development as top performer supporting Kace System Management appliance and Kace System Deployment Appliance.
- Developed strong relationships with clients through regular communication and excellent customer service.
Enterprise Tech Support Sr Analyst
QUEST Software
7 2018 - 09.2019
- Developing UEM frontline support for KACE SMA and KACE SDA.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
NTT DATA Client Tech Support Senior Analyst as ATS
DELL Panama
09.2013 - 06.2018
- Starting in 2013 as a Client Tech Support Senior Associate for the WellPoint project.
- Executing duties such as Mainframes Support, Active Directory access and password management, general Core support for customer workstations and programs.
- Worked as well with ESX virtualization consoles, such as VMware.
- Supported Chat and Phone, Distro assistance for the team on password reset inquiries for the floor and Drain duties (Process in which almost 20 chats are handled at the same time to decrease the amount request on the queue).
- In 2014, as a top performer, I became eligible to work from home. However, at the end of the year, I decided to go back to the site to perform ATS (level 2) Side jacking duties for career development purposes.
- In 2015, I started a new experience journey working on the Ironshore project. A small but demanding project in which most of the processes were not automated.
- Got deeper knowledge in Active Directory duties, creating new domain users, setting access roles, and deployments per onboarding requests.
- In 2016, I was promoted to Client Technical Support Specialist (Level 2 support) for the MasterCard project, supporting Microsoft Exchange, Office 365, mail client, and mobile support.
- Also, performed telecom duties working with Airwatch and PBX, setting Avaya extensions. Airwatch, Microsoft Exchange ActiveSync for mail permissions on mobiles.
Power Plant Control Operator
GDF SUEZ Energy (Proyecto Dos Mares)
08.2011 - 12.2012
- Developing functions of operating hydroelectric equipment, Supervision in main central of control and field
- Adjust controls to generate specified electrical power, or to regulate the flow of power between generating stations and substations
- Control and maintain auxiliary equipment, such as pumps, fans, compressors, condensers, feedwater heaters, filters, and chlorinators, to supply water, fuel, lubricants, air, and auxiliary power.
Collection Representative for PRA (Portfolio Recovery Associate)
CCT Panamá
02.2011 - 08.2011
- Developed functions as bank debts collector in USA.
Vodafone Representative
SITEL Panamá
11.2010 - 02.2011
- Customer Service representative for general mobile and LAN phones inquiries and services.
Forklift Technician
Service Industrial De Montacargas
04.2010 - 11.2010
- Development of corrective and predictive maintenance to commercial forklift equipment.
Education
Microsoft Certified: Azure Fundamentals -
Microsoft
Panama City, Panama 05.2001 -
SQL Essential Training (2019) -
LinkedIn Learning
Panama City, Panama 05.2001 -
New Horizons MS Exchange Certification course completed -
New Horizons
Panama City, Panama 05.2001 -
CompTIA A+ Certification course completed -
New Horizons
Panama City, Panama06.2014
Mechanical Engineer -
Universidad Tecnológica De Panamá
Panama City, Panama 05.2001 -
High School Diploma -
Colegio Bilingüe Anglo Panameño
Panama City, Panama 05.2005 - 05.2010
INADEH Port Equipment Operation Training -
INADEH
Panama City, PanamaSkills
Organized
Responsible
Collaborator
Proactive
KACE System Management Appliance / System Deployment Appliance: Advanced
Active Directory: Knowledge of AD Access Control Lists and Active Control Entries and trusts between AD Forests and GPO management
Windows operating systems: Strong knowledge and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM)
Microsoft Exchange / Office 365: New Horizons certification course completed - Messaging Fundamentals including mail routing, connectors, interoperability with foreign systems
Microsoft PowerShell: New Horizons certification course completed
Microsoft Azure /ADFS: Managing App registration, Email services, SAML Technologies
VMWare / Virtual Server technology experience
Apache Server: Standard Level
MySQL MARIA DB: Standard Level
Cip
4-744-2428
Languages
English
Spanish
Timeline
NTT DATA Client Tech Support Senior Analyst as ATS
DELL Panama
09.2013 - 06.2018
Power Plant Control Operator
GDF SUEZ Energy (Proyecto Dos Mares)
08.2011 - 12.2012
Collection Representative for PRA (Portfolio Recovery Associate)
CCT Panamá
02.2011 - 08.2011
Vodafone Representative
SITEL Panamá
11.2010 - 02.2011
Forklift Technician
Service Industrial De Montacargas
04.2010 - 11.2010
High School Diploma -
Colegio Bilingüe Anglo Panameño
05.2005 - 05.2010
Microsoft Certified: Azure Fundamentals -
Microsoft
05.2001 -
SQL Essential Training (2019) -
LinkedIn Learning
05.2001 -
New Horizons MS Exchange Certification course completed -
New Horizons
05.2001 -
Mechanical Engineer -
Universidad Tecnológica De Panamá
05.2001 -
Enterprise Tech Support Advisor
QUEST Software
9 2019 - Current
Enterprise Tech Support Sr Analyst
QUEST Software
7 2018 - 09.2019
CompTIA A+ Certification course completed -
New Horizons
INADEH Port Equipment Operation Training -
INADEH
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