Dave Santana Email & Phone Number

Boston, Ma, Us

IT Tech Support Team lead role requires the ability to prioritize and distribute work to the team effectively and with precision. I monitor and delegate tasks, requests and incidents based on severity and priority. I am responsible for contacting and organizing vendor onsite visits for our audio video equipment. I provide updates and feedback to the team on outstanding tickets that need to be updated or closed within our service level agreement.

Boston, Ma, Us

As Senior Support Analyst I administer hardware and software as well as assist end users with VPN and exchange configurations. Specializing Desktop Support Service, Communication Services Data Management and Mobile Device Management. I interface with all departments within IT and entire company. Daily Interactions:• AirWatch Administrative Console• Alteris• Citrix• Pulse VPN• Lync Administrative Control• Cisco Meraki • Cisco Agent • Safenet Authentication Manager• PingID • Bit9/CarbonBlack • Symantec Admin• PC Anywhere • Bomgar • Office 365 • ITSM/HEAT• ServiceNow• MS Office• SharePoint• Active Directory • Exchange Management Console• OneDrive• OneNote• Cisco Video Conferencing • Evoko meeting display• Crestron AV routing• Dristribution List Management

Supported employees and remote workers with a wide range of technical knowledge of computer hardware and software. Configured Systems for deployment by installing applications, updating hardware and software settings, performing Windows Updates.Updated and maintained inventory of hardware and softwareResolved VPN related issues, lockouts and password resets Resolved issues various software such as MS Outlook, Citrix and Webrowsers Issued hardware such as computer monitors, laptops, keyboards, mice and printersSetup iOS and Android phones to receive company email.Assisted doctors with dictation software and accessing emailSetup conference room Webex meetings and troubleshoot issues in meeting roomsProvided assistace in person, over phone, email, remote software and chat

Boston, Ma, Us

As a technical support representative at Carbonite I aided customers by answering questions, solving their issue(s) and supplying outstanding customer service. In cases where I could not resolve the issue the customer was satisfied and understood I've done everything I could to assist them. I have been working closely with Carbonite's Server Backup software and learned how to configure, troubleshoot and train my coworkers on this product.Most recently at Carbonite I Assisted Home/Business Customers, and partners (resellers) with Installation of Carbonite and troubleshooting issues for our variety of online backup and local backup solutions. When level 2 agents were not able to resolve issues I worked with customers by appointment over the phone and remote computer access. I would work with engineering on some cases when their assistance was needed. Technical Support Level 2 9/16/2012- 4/5/2013Level 2 support handles in coming calls or warm transfers from agents who are having diffculty resolving the customers issues. Emails are also handled throughout the day. Any issue that could not be resolved at this level would be escalated to tier 3 which would require a call back to the customer within 1 business day. Technical Support Level 13/16/2012- 9/16/2013Level 1 agent speaks to customer to assist with installation issues or questions about Carbonite. Remote access is used to aid customers in installing the software. If there are any issues with the procedure the customer will be escalated to tier 2 support.Carbonite Customer Support 11/28/2011- 3/16/2014Customer Support agent handle emails and takes phone calls to answer questions about the Carbonite product using the provided knowledge base. Any technical support that is needed will be transferred to tier 1 support.

I work on the PWF North East Wrestling Ring Crew team where I help unload the truck, put together the ring, assemble guard rails and break everything down at the end of the event. This job is physically demanding but I work with a lot of great people and have the privilege of interacting with wrestling athletes.

Along side my brand ambassador campaign with GAMEdUX, I've connected with a gaming company in Boston with the same vision as GAMEdUX. I help promote and expand Brain Box through social media and through interacting with gamers whenever the opportunity presents itself. GAMEdUX and Brain Box works together; Brain Box has the venue and GAMEdUX has the following. We are a cohesive unit.

GAMEdUX Entertainment specializes in the coordination and deployment of video game gatherings, tournaments and broadcasting game related events. My role at GAMEdUX is community outreach, establishing connections with local businesses. Maintenance of social media (Facebook and Twitter) as well as engaging people who attend our events.I also help setup for tournaments or normal game nights, supply hardware and software when needed and participate in the hosted events.

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I was part of the Seven45’s first QA team which started with 3 testers, then grew to 16 members as the project continued development. My initiative and commitment was awarded by gaining full-time status on the project. The team was not only responsible for testing the Game Software but also the Hardware peripherals that accompanied the game. Cross compatibility testing and functionality testing were all done with the in house QA team before going into mass production. I was also responsible for reporting Daily Status, Morning Smoke Reports and distributing Build Note tasks to testers. I collected the information and reported that to the entire development team. Applications used:• Microsoft Word• Excel • Fraps • Xbox Development software• Playstation Development software • Seven45 Guitar and Drum peripheral diagnostic tools • Xbox Disc Emulation software • PS3 Disc hardware (rewritable bluray discs)

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Tested facebook application Zoo Kingdom for stability, performance and functionality before launch of game.

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Credited for testing World of Zoo on the Nintendo Wii and PCDaily Testing Performance 'Stress' testsGeneral play testingMemory dumpsOther kinds of tests:UIAIAudioGame progressionMultilayerI have exceptional ability in utilizing the following hardware and software Hardware:• PC -Used for writing/regressing bugs as well as testing and using development tools• Nintendo Developers kits Software:• Microsoft Office (Excel, Word, Outlook)• Perforce (P4)• Windows Movie Maker is used to compress Fraps videos• Screen Capture tool (Wii)• RVL game launcher –launches Wii (Runs on DOS) • WinZip/Winrar

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I Provide tech support to artists in during the development of World of Zoo.

Clinical Counselors are to provide quality human services and a healthy environment to troubled adolescent and or children.Counsels and aids clients and their families requiring assistance and mental health services on a 24 hour basis.

eLounge is an Internet Gaming Café designed to take gamers out of their Dorm, Living Room and Basement and Brings them to a Fun, Social and Exciting environment in the heart of Worcester Ma where they can make Friends/ Rivals at eLounge! My responsibility at eLounge is to draw the college gaming audience to a new social venue that creates a community of college students in the city of Worcester Ma where there are close to 10 colleges within a 15 mile radius. I create fliers for tournaments and distribute them on college campuses. I am also responsible for creating the official eLoungeGaming Myspace page.Worcester State CollegeAnna Maria CollegeHoly Cross CollegeBecker CollegeAssumption CollegeQuinsigamond Community CollegeWorcester Polytechnic InstituteClark University

Worcester, Massachusetts, Us

Becker College Game Development Club (GDC)Game Design students at Becker College actively participate in the process of video game development. Our team members including myself will participate in brain storming sessions, art sessions, Mod sessions and have finished a product(s) before the end of each semester. I am the Project Lead responsible for keeping track of the team member’s progress and insure tasks are completed. To keep things fun and interesting we will have also have club events like LAN parties, tournaments, social events reaching out to other colleges within the local area who are gamers and or developers.

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My responsibilities at Friendly's included:Greeting and escorting customers to their tables.Check with customers to ensure that they are enjoying their meals and take action to correct any problems.Explain how various menu items are prepared, describing ingredients and cooking methods.Serving food and beverages to patronsRemoving dishes and glasses from tables or counters, and taking them to kitchen for cleaning (busing).

Hilliard, Oh, Us

As a sales associate at Micro Center, I was responsible for helping customers locate computer hardware, software, accessories, and provide them with the highest level of costumer care.

I joined Equinox Fitness Club's Street Team in summer 2006. The street team was responsible for handing out fliers to promote the opening of the newest Gym in Brooklyn New York. We did promotions at movie theaters, parks and the location of the new gym. I answered many questions in regard to fitness and the gym itself. There were also many people who ignored me, I learned what it was like to stand in the street for hours holding papers and receiving strange looks from people I did not know.

Worcester, Massachusetts, Us

As a Resident Assistant, I was responsible for maintaining the safety and well being of freshmen male residents. RAs moved to campus one month in advance to receive training on first aid and become certified in CPR. RAs also attended monthly meetings, kept logs of events and did nightly rounds of campus to ensure safe activity and proper behavior of students according to the student hand book. RAs served as role models and were expected to maintain a minimum GPA of 2.0.

Schenectady, Ny, Us

I started working in the Sea Food dept. Where I learned how to prep food, engage customers and learned how to negoiciate much of the responsibilities I ulitize in my every day life.I moved on to work over night in the Grocery dept for several months. I began college in January of 2004 and worked in the Produce Depart ment in another Price Chopper store.

I was responsible for logging sales of computer game hard ware, soft ware, maintenance of display cases and floor, picking up lunch and locking up store at closing.

Game Design, Graphic Design, Japanese Language, Management

Game Design

Japanese