Melvin Ortiz
**** ********* ****** *****, ** ****1 914-***-**** ablszg@r.postjobfree.com
PROFILE
Technical Professional with 15 years of IT experience in Desktop Support, Networking, LAN/WAN, and Enterprise
Application Integration for hardware/software products. Quickly adaptable and able to multitask in the changing technical
and Managerial atmospheres that are common in today's marketplace.
OPERATING SYSTEM AND SOFTWARE SKILLS
• Windows NT/2000/9X/2000/XP/7 Enterprise
• Active Directory
• Print Servers
• Windows Deployment Services
• Wireless technologies
• Apple OS X 10.2.x/9.2.x
• Microsoft Office 2010
• Adobe Photoshop • Acrobat
• Mcafee Antivirus/ Symantec Endpoint
• Desktop Machines - Dell, HP, Lenovo, Compaq
• Laptop Machines – Apple iBook, Apple PowerBook, Dell Latitude, Inspiron, IBM Thinkpads, HP Thin
Client workstations and laptops
• Basic LAN network TCP/IP, DNS, switches, hubs, routers,
• Blackberry, IPhone, Android
• Data Back-Up • Anti-Virus Software
• Remote Applications (MS RDP, VNC, Altirus) etc
• Remedy, Magic Ticketing Systems
• Altirus Server-imaging-deployment
• Citrix Xen App Cisco VPN
• Goto Meeting, Webex
• iMac Coordinator
• Project Coordinator
PROFESSTIONAL EXPERINCE
Health Care Navigator, White Plains, NY 5/2012 – Present
Lead Corporate Support Specialist
• Evaluate documented resolutions
and analyze trends for ways to
prevent future problems.
• Assure that all computer
equipment adheres to HIPPA
compliance
• Alert management to emerging
trends in incidents.
• Assist in software releases and
roll-outs according to Change
Management procedures and best
practices.
• Manage team of 3 Analysts; day
to day assignment of tasks.
• Project Coordinator for all mass
roll outs including new HP
desktops, laptops, Wall Kiosks
and Thin Client
workstations\laptops configured
with Windows 7.
• Create Windows 7 / 8. Image
builds for installation and
deployment utilizing WDS
Server
• Support end users nationally
consisting of 50 off site locations
and 4,000 end users in Citrix Xen
App environment.
• Assisting in providing Level 1
support when request volumes are
high.
• Act as an escalation point for
advanced or difficult help
requests.
• Build rapport with support
customers.
• Escalate problems (when
required) to IT Managers.
• Record, track and document the
support request problem-solving
process, including all successful
and unsuccessful decisions made,
and actions taken, through to final
resolution.
• Apply diagnostic utilities to aid in
troubleshooting.
• Access software updates, drivers,
knowledge bases, and FAQ
resources on the Internet/Intranet
to aid in problem resolution.
• Perform hands-on fixes at the
desktop level, including installing
and upgrading software, installing
hardware, implementing file
backups, and configuring systems
and applications.
• Perform preventative
maintenance, including checking
and cleaning of servers.
• Test fixes to ensure problem has
been adequately resolved.
• Perform post-resolution follow
ups with Level 1 technicians as
required.
• Develop help sheets and FAQ lists
for end users.
• Reinforce SLAs to manage end-
user expectations.
Girl Scouts USA, New York, NY 8/2007 – 5/2012
Consultant
Set up new staff with computers, active directory accounts, email accounts, and providing new user orientation
•
while adding new machines to the AD.
Create new PBX accounts via ACD for all NEC phones, including physical punch downs.
•
Configuring Citrix applications (Great Plains, Raisers Edge).
•
MS Office 2007, Outlook, and Entourage email (for Macs).
•
Utilize Altiris server for remote access, imaging, and delivery of software packages and Windows updates.
•
Providing all IBM hardware configuration and repairs for desktops and laptops.
•
Provide desktop support to all users, via the phone/deskside obtaining job tickets from Magic ticketing system.
•
Support to all Blackberry\Iphone\ipad users.
•
Train employees for any equipment refresh, including new software packages installed on laptops, desktops.
•
Support for telephone and/or video conferencing via GoTo Meeting/Webinar, Genesys meeting center and Arkadin
•
utilizing Crestron Audio\video equipment through polycom\PBX system.
Consultant Various project work 10/02 – 5/07
Blue Sky Studios, Inc. (Fox Filmed Entertainment), White Plains, NY 7/1999 – 2/2002
Systems Administrator\Desktop Support Specialist
Implemented and administered in-house NT network (NT 4.0), creating and adding new user accounts and
•
patched new computers into network access and adding phone extensions to company phone system
Performed automated and manual as-needed backups/restorations utilizing Veritas software
•
Held responsibility for troubleshooting and repair of desktops, laptops, and servers as well as desktop support for
•
Mac computers running OS 9.0, 9.1
Installed and configured both hardware and software on all product and model types
•
Maintained databases of service calls utilizing Heat-based software for help desk
•
Assisted in a variety of critical functions, including all hardware and software issues, operational training, and Unix
•
support
EDUCATION
Long Island University, Brooklyn, NY
Certification in PC and Printer Repair, Networking, Micro-channel and Industry Standard Architecture
Brainbench Computer Technical Support Specialist (2006) • DCSE Dell Certified Systems Expert –
Desktops, Latitude-Inspiron Laptops, True-Mobile Wireless Devices (2006) • Xincon Technologies, Unix
System Administration (2002) • CompTIA A+ Certified Professional • Netcom Technical Services –
PC/LAN Technician Training Program.