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Brian Santiago

@briansantiago

IT Support Specialist delivering fast Tier 1–3 Microsoft 365 and identity support with security-minded troubleshooting and documentation.

United States

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What I'm looking for

I’m looking for a security-conscious IT support role where I can own Microsoft 365/identity operations, reduce repeat tickets through better documentation, and support compliance work like MFA, access reviews, and audit-ready evidence.

I’m an IT Support Specialist with 3+ years of Tier 1–3 support experience across education and healthcare environments. I thrive on resolving high-volume tickets quickly—400+ monthly—while maintaining strong SLA compliance and clear, audit-ready documentation.

I support identity and cloud environments daily, handling Active Directory, Entra ID/Azure AD, Microsoft 365, and Google Workspace. I focus on MFA enrollment, password resets, license management, access reviews, and least-privilege updates, while partnering with security and compliance needs.

I also support endpoint and security-adjacent work, including NinjaOne RMM patching, GPO-based hardening, and phishing/escalation workflows. From troubleshooting Windows, VPN, and classroom endpoints to collecting evidence for HIPAA/SOX readiness, I build SOPs, runbooks, and repeatable processes to reduce rework.

Experience

Work history, roles, and key accomplishments

Current

IT Support Specialist

Current

Ina A. Colen Academy

Jul 2025 - Present (11 months)

Resolved 400+ monthly endpoint, network, SaaS, identity, printer, and security-adjacent tickets in ServiceNow with 99% SLA compliance and clear documentation. Administered identity lifecycle for 500+ users across Active Directory, Entra ID/Azure AD, Microsoft 365, and Google Workspace, and supported patching/GPO hardening across 200+ Windows devices.

ServiceNow Microsoft 365 Active Directory Entra ID Google Workspace Administration SLA Management Identity Lifecycle Management Windows 10 11 Support

Tier 3 IT Support Specialist

Sanitas Medical Center

Jan 2025 - May 2025 (4 months)

Provided remote Tier 3 escalation support for a 300+ user healthcare environment, resolving complex endpoint, identity, VPN, Microsoft 365, application, and Windows Server issues through ServiceNow. Reduced unplanned downtime by 25% and supported HIPAA/SOX readiness by collecting audit evidence and documenting access and remediation records.

ServiceNow Entra ID Azure AD Troubleshooting Microsoft 365 VPN Troubleshooting Splunk Alerts Review Windows Server Escalations

Help Desk Technician

KM New Living Society

May 2023 - Aug 2024 (1 year 3 months)

Provided Tier 1 desktop and remote support for 150+ users across a multi-site environment, maintaining 95% first-contact resolution for standard incidents and service requests. Reduced average ticket resolution time by 30% using Windows diagnostics, SQL log checks, Active Directory validation, and GPO review, and supported SOC 1/2 audit evidence collection.

Help Desk Support Windows Troubleshooting Microsoft 365 Support Active Directory SQL Diagnostics Remote Support