Santiago Leon Hoffmann

Experienced IT professional with a trajectory of 15+ years in systems, virtualization and infrastructure analysis Cisco Networking Academy graduate skilled in IT Helpdesk, customer service, and hardware-software, virtualization. Highly results-oriented and service-focused, with a strong track record in setup, configuration, and troubleshooting. Seeking opportunities to expand into Virtualization, Infrastructure and App Support Engineer and also SQL server troubleshooting and configuration.

I’ve worked with Splunk monitoring for VM events, Windows and security events. Also, I am knowledgeable with VDI implementation and deployment. Cloud implementation and configuration and also OnPrem VDI s.

Also possess printer support experience with laser, inkjet and POS and also printing servers. Also I´ve setup both domestic and workgroup printers.

IT SUPPORT ENGINEER - Duracell - Costa Rica

(2025)

• I Provide support to end users at Costa Rica location onsite and also remotely, providing support for Windows, Mac, VPN, VMs and also VDI setup and configuration.
• I also administer Azure users and tenants, managing role-based apps and users.
• I provide support to local networking infrastructure, managing Wireless and cable connectivity with testing and maintenance.
• I provide users with laptops and work with them in the onboarding process, also I setup their user permissions and also approved apps for them to use within the Org.
• I work with Management Team for laptop purchase, providing ideas and IT recommendations, also I work on the IT Inventory to keep assets current.
• I am responsible for LATAM offices as for what is expected of me in the CR Office.
• I work with AI tools and administer them (CoPilot, Claude and Gemini)
• Review and work with Telemetry for performance and check logs.

IT SUPPORT ENGINEER - Hitachi Solutions

(2023-07 - 2025-08)

• Assisted and troubleshoot remote desktop solutions using OnPrem and Azure VM management and Hyper V configuration.
• Worked with several VHD and virtualization solutions, as well provided support for VM´s and service accounts.
• Managed hardware deployment process by reducing waiting time for users to receive computers and hardware.
• Enhanced user satisfaction by enabling hardware delivery to users' homes.
• Facilitated a switch in hardware providers, partnering with top brands (Apple and Lenovo) and collaborating with ADN Solutions.
• Managed virtualization solutions with Microsoft Hyper V, Azure VMs using scale sets and ARM templates and raw implementation, also worked with PowerShell to automate InTune register with Auto Pilot.
• Supported Application service accounts and managed user by OnPrem AD and Azure Entra, also knowledge with Purview working with several clients, Office 363 admin portal, Intune Portal, also knowledge with Endpoint and Defender for Azure
• Supported remote desktop solutions like Teams call and Quick Assist.
• Microsoft products experience and internal and external customer support.
• Teams and Exchange Portal support experience on Azure environment and OnPrem.

VIRTUALIZATION ANALYST - Kyndryl

(2021-11 - 2023-06)

• I´ve performed VDI troubleshooting and implementation in regards of scaling, deletion, resourcing and connectivity issues, I have around 4 years of VDI experience with VMware, Azure and Hyper V combined
• Monitored and supervised Virtual Machine Systems (VMS) within the AWS EZ2 environment.
• Collaborated with Citrix Director and File Servers to perform password resets, password setups, and software installations. Managed virtual machine deployments and deletions.
• Configured and managed Windows Server 2012 and 2016, implementing configuration policies and handling application management tasks.
• Demonstrated proficiency in Azure services, including Office 365 and IaaS implementations - VM creation, deletion, scaling, Express Routes, Multi-Factor Authentication (MFA), Windows Hello, Remote Desktop Protocol (RDP), Azure Copy, and Kubernetes.
• Utilized PowerShell scripting to conduct testing and maintenance in testing and production environments.
• Also provided SQL support for users and DB installation
• Worked with Python and PowerShell scripting at basic level, (learning Python)

SENIOR IT SUPPORT ENGINEER - Amazon

(2020-04 - 2021-06)

• Provided technical support to Amazon internal and contingent workers, addressing Windows, Ubuntu desktop, and Mac operating systems issues and troubleshooting Cisco VPN connections through remote support tools like Bomgar.
• Leveraged Amazon's internal tools and resources.
• Supported hardware peripherals, including printers, scanners, and Bluetooth devices (headsets, speakers).
• Solved diverse technical issues across various platforms and devices.
• Supported AWS resources and troubleshooting with EC2 and doing networking and service health status.
• I´ve managed OnPrem and Server VMs for user management and Server Manager roles and services like DNS, DHCP, and Exchange management for Outlook client.

SENIOR IT SUPPORT ENGINEER - F4 Call Center

(2019-05 - 2019-11)

• Provided on-site technical and remote support to internal customers, addressing hardware and software issues, printer problems, and user setup needs - laptop imaging, VPN account setup, room setup for videoconferences, and training labs.
• Performed physical connections, pipes for cables, and network topology implementations and tagging.

FREELANCE IT SUPPORT ENGINEER - Zion Tech Group

(2017-10 - 2020-01)

• Assisted Fortune 500 companies in managing Active Directory objects - accounts, OUs, forests, domain controllers, backup, replication, and tape backup drives.
• Provided Windows client support and troubleshooting services, including antivirus setup and maintenance, Windows firewall management, driver installations, software installations, and Windows and Office licensing.
• Worked with printers and scanners, user account lockouts, and password resets.
• Configured Linksys devices for wireless networking and utilized Cisco Connect for VPN setup.
• Installed tape drives and implemented regular backups for infrastructure maintenance and data protection.

Associate degree - Cisco CCNA - Fidélitas University