OSWALDO DE SANTIAGO

As Assistant Crew Lead, I oversee mission-critical operations for radio communication and telemetry systems. I coordinate crew schedules, manage training activities, and ensure adherence to technical documentation and policies. My role involves problem-solving and providing guidance to the crew while maintaining operational integrity.

Served as the first line of defense for customer service data loss prevention and anomaly resolution for critical space missions. Conducted routine and complex maintenance on Ground Communications Equipment systems, ensuring operational efficiency and compliance with technical documentation.

Led a team providing onsite and remote technical support across North America and Latin America. Managed VIP support, service desk operations, and special projects, ensuring high-quality service delivery and compliance with internal processes.

Provided dedicated L3/L4 technical support and design engineering for external clients in the IT industry. Managed deployments and supported cybersecurity systems, ensuring high-quality service and client satisfaction.

Led RMA hardware repairs for warranty and non-warranty products. Developed internal processes for inventory control and supported deployments of cybersecurity systems, ensuring compliance with client deliverables.

Managed service desk incidents and requests for 250 employees. Provided onsite support for hardware and network infrastructure, ensuring efficient operations and asset management.

Provided end-user support for PC imaging and troubleshooting. Managed hardware/software escalations and supported various IT projects, ensuring seamless operations for North America region users.

Delivered primary IT support for internal and remote employees. Managed troubleshooting and deployment of PCs, ensuring high levels of customer satisfaction and operational efficiency.

Provided technical support for internal staff, troubleshooting IT-related issues and maintaining high customer service standards. Managed service desk operations and logged all support queries.

Led the PC refresh imaging and deployment process. Coordinated infrastructure planning and provided end-user support for various applications, ensuring successful project delivery.

Grade: 3.34

Earned a Bachelor's degree in Information Technology, focusing on various aspects of IT systems, software development, and network management.

Grade: 3.54

Completed an Associate's degree in Micro Computer Technology, gaining foundational knowledge in computer systems, hardware, and software applications.