Jose Santana

Independently managed the end-to-end production of fiction and poetry collections, from conceptualization and research through publication and marketing. Created multi-channel content (books, podcasts, and video) and synthesized complex topics from psychology, history, and science into structured, accessible narratives.

Led major-incident onsite coordination for a wireless network disruption, collaborating with network teams, vendors, and a JAMF engineer to resolve AP spacing and bandwidth conflicts and restore connectivity for macOS leadership and mission-critical departments. Managed hybrid endpoint lifecycle in Intune/JAMF/SCCM to troubleshoot Autopilot/MDM policies, maintain 100% compliance, and automate appl

Provided web design services for clients, managing the technical stack from initial branding through final deployment. Implemented SEO and digital branding strategies to increase client visibility and engagement and consulted to translate business needs into on-brand web designs.

Was rehired after a prior contract based on exceptional performance. Managed project management and IT deployments, configuring and deploying 300+ computer systems and providing daily networked desktop support while educating end users on preventive best practices.

Fulfilled IT projects supporting networking with partner organizations, contributing to project planning and delivery across client environments.

Supported the network administrator on infrastructure-change projects, owning deployment and imaging for project execution and end-user coordination. Configured and deployed 300+ systems, including 100+ Adobe Creative Cloud and Microsoft Lync installations, and delivered daily desktop support with end-user preventive education.

Provided Tier 1/Tier 2 remote technical support and customer service to a rapidly expanding global customer base, resolving complex issues across multiple time zones. Captured customer interactions in CRM for cross-departmental alignment, supported virtualization/terminal services troubleshooting, and escalated root-cause cases to Tier 2 teams.

Served as the in-store technician and instructor for mobile device workshops, delivering technical training for individuals and group audiences. Specialized in mobile troubleshooting and configuration of a range of mobile devices and operating systems.

Collaborated on the design and implementation of internet services for residential, business, and government entities with a focus on high availability and performance. Conducted remote monitoring and maintenance via SNMP and performed hands-on installation and administration of LAN/WLAN infrastructure, server racks, and network devices.

Managed Oracle database system configuration while providing integrated desktop support for in-house and client users. Served as Lead QA Tester in the SDLC for large-scale transit authority development projects, helping ensure software reliability and performance.

Earned a Bachelor's degree in Business Management through University of Phoenix Online, with a concentration in Information Systems.

Earned an associate’s degree in Computer Science at Northern Essex Community College, with a concentration in Information Technology.