Santiago Rojas

Leading the design and implementation of IT solutions for clients, including infrastructure, networking, backend systems, automation and security. Hands-on responsibility for architecture, deployment, troubleshooting and continuous improvement across client environments.

As the sole technical pillar of the company, I led all aspects of our digital operations and infrastructure: -Designed, developed, and maintained the company website to support customer acquisition and branding. -Managed the Google Workspace domain, including business email setup, user permissions, and device access. -Handled all aspects of technical support for the team (two operating teams), including basic hardware/software setup and configuration. -Implemented and administered our online presence using Squarespace, optimizing for clear communication and professional design. -Oversaw internal tech operations: user management, account permissions, device setups, and team collaboration tools. -Acted as the main point of contact for any technical decisions or troubleshooting needs.

In my role as an L1 IT Service Desk Analyst at Emapta, I provide first-line technical support to end-users across various environments, ensuring timely and effective resolution of IT issues related to hardware, software, connectivity, and user accounts. Beyond my core support duties, I also oversee a small IT support team, where I’m responsible for task delegation, performance tracking, and maintaining accountability within the group. This includes: -Coordinating and supervising daily support operations to ensure SLA compliance -Acting as the first escalation point for unresolved or complex issues -Guiding junior team members, offering mentorship and troubleshooting assistance -Maintaining documentation of procedures, common issues, and resolutions for team efficiency -Supporting onboarding/offboarding processes, account setup, and access control -Communicating with clients and internal teams to manage expectations and deliver quality service This role has helped me sharpen both my technical and leadership skills, balancing hands-on problem-solving with team coordination and client communication. Additionally, I successfully implemented automation processes using PXE boot and PowerShell scripting to streamline tasks such as hardware provisioning, delivery reports, and clearance certificates. These efforts significantly reduced manual workload and generated measurable cost savings in operational expenses.

I work as a Technical Support Engineer at Atento S.A., where I provide technical support to clients, solving issues related to hardware, software, and connectivity.