Chris Santillo Email & Phone Number

Charleston, South Carolina, US

Seal Beach, California, US

London, GB

• Managed email and web portal based ticketing system to perform technical work for Enterprise Rent-A-Car contract comprised of the following responsibilities:
• Monitor, manage and close tickets driven by contract
• Setup, image and configuration of new hardware, operation system and software packages to comply with standard and custom configuration orders
• Remediation and rebuilding of refurbished hardware
• Erasure and disposal of damaged or discontinued hardware
• Detailed ticket tracking management for compliance with Service Level Agreements (SLAs)

Blue Bell, Pennsylvania, US

• Manage incidents in HPSM and migrated to Service Now (SNow) incident management systems for Capital One Enterprise PC and Mobile support contract:
• Monitor, manage and close incident tickets in compliance with contract SLAs
• Trained on and followed contract defined procedures for incident management and escalations
• Record tickets based primarily on helpdesk phone initiated tickets. Also processed email generated help requests. Attention to detail with all tickets
• End user support of Android and IOS helpdesk application, OneDrive, and time tracking apps
• Ownership of incident with research for resolution within internal knowledgebase, online resources and personally developed expertise

Pittsford (Rochester), NY, US

• Account based support in AT&T’s CRM for helpdesk contract comprised of the following responsibilities:
• Monitor, manage and record support issues for AT&T customers in AT&T’s CRM system
• Trained on and followed AT&T procedures for Customer Service delivery
• Floor support and training for my designated team of 10-15 agents
• Coached new telephone agents (team members) on their service techniques
• Represent the company internally and externally in a professional, positive appearance

Aas-Vc01, Graphic Arts

Art, Graphic Arts

High School Diploma