Glenn Ortiz

*** ******** *** *** ** 617-***-****

Somerville, MA. 02145 ac7x38@r.postjobfree.com

CUSTOMER SERVICE – IT OPERATIONS, TECHNICAL SUPPORT & OFFICE ADMINISTRATION

PROFESSIONAL SUMMARY

●Experienced IT professional proficient in hardware and software technical support for Windows & Apple, office management, peer management & support, as well as instructional/technical document development.

●ITIL Foundations & Intermediate RCV Certification

●Apple Certified Macintosh Technician

●A+ Certified

●Professional, communicative, adaptive, efficient, collaborative with my co-workers to meet organizational goals and ethical

●Able to multitask efficiently, effectively work with Microsoft and Macintosh applications, and adapt quickly to new processes

TECHNICAL SKILLS PROFICIENCY

●Platforms: Very comfortable in Windows and Mac OS X environments (Up to current versions). Ability to learn new technologies and OS environments with ease.

●Software Technologies: GSX Certified Apple Repair Technician, PC Mover, Migration Assistant (Apple), Windows Easy Transfer, ESET/McAfee/Norton Antivirus, Active Directory, Multi-Client Email Configuration, Exchange/UNIX, PGP Encryption/Configuration, DDP Encryption/Config, Printer Drivers, VPN, RDC (Windows/Mac, FileVault, KeyServer, Device Manager, Disk Utility, Ghost (imaging/archiving), LANDesk (imaging/asset monitoring), Diagnostic Boot Utilities (Windows/Mac), Data Rescue, Active File Recovery, Cloning.

●Software: ServiceNow, Slack, DUO 2-Step, LabStats, JAMF (user/permissions admin), Microsoft Office [PC/Mac], Super Anti-Spyware, Malwarebytes, Remedy, PC Mover, Iron Mountain Connected Backup, Adobe Creative Suite, Remedy, Bomgar, VMware for Mac.

●Hardware: Installation, configuration, troubleshooting, maintenance and repair of laptops and workstations (Apple or Not), internal hardware, printers, external peripherals and networking equipment (built-in/external), including mapping networked shared drives.

RELEVANT EXPERIENCE

Harvard University (HUIT), Cambridge, MA. April 2015– Present WISC IT TSE Team Lead

●Providing Enterprise level IT support to Harvard Faculty, Staff and Students in a fast-paced walk-in support center.

●Providing direction and mentoring to student interns and co-ops assisting the walk-in support services operation.

●Delegating tasks as appropriate to the needs and priorities of the users, efficiently and effectively

●Ensuring business continuity through the proper implementation of HUIT policies and practices as defined.

Harvard University (HUIT), Cambridge, MA. November 2012– April 2015 Technical Support Engineer

Similar functions to Lead UD Deployment Technician. Additionally, as a team contributor, I share responsibility for the training of new deployment technicians as well as the modification of process documentation, as technology and processes evolved.

●Ensure that old hard drives are securely erased, per process, pending the standard quarantine period

●Recommend and implement changes in procedures that result in decreased technician errors and ongoing team efficiency

●Maintain old inventory for return, keeping it orderly, as well as tracking assets for the asset management team

AVID TR (Harvard FAS), Boston, MA. April 2010 – November 2012 Lead Universal Desktop Deployment Technician

Similar functions to UD Deployment Technician. Additionally, responsible for documentation of new procedures and hardware. Responsible for the training new Deployment Technicians. Facilitated communication at all levels necessary. Responsible for imaging/preparing all new computers for each technician’s appointment. Assisted the Supervisor in the day to day operations of the department

●Assisted and provided technical advice to UD Technicians in the field, as needed

●Recommended and implemented changes in procedures that resulted in decreased technician errors and greater efficiency.

●Maintained the inventory room, keeping it orderly, as well as tracking assets for the asset management team

●Consulted on solutions not standard in the Harvard University computer refresh process.

Universal Desktop Deployment Technician December 2009 – April 2010

Imaged, configured and deployed computers to faculty, staff, students and central administration. Experienced in both Mac and Windows platforms in an academic enterprise environment.

●Excelled in working with high profile faculty members in a high stress environment.

●Successful in maintaining a high degree of customer satisfaction.

●Implemented department procedures according to strict procedural guidelines.

●Maintained the inventory room, keeping it orderly, as well as tracking assets for the asset management team

Independent Contractor, Cambridge, MA. August 2008 – December 2009 Computer Technician & Carpenter

●Installation, configuration, and troubleshooting of PC and Apple systems, including any related devices and networks

●Installation of home interior finishes, including cabinets, trim and custom woodwork/furniture/built-ins

Boston Carpenters Apprenticeship & Training Fund, Brighton, MA. April 2004 – August 2008 Apprentice Carpenter to Journeyman Carpenter

●Completed the 4-year apprenticeship training program to achieve the journeyman title

Bentley Publishers, Inc., Cambridge, MA. August 1999 – April 2004 Entry to Senior Technical Support Specialist

●Provided hardware and software technical support for both Apple and Windows PCs via phone and email to auto technicians and enthusiasts with installing/troubleshooting repair manuals on CD as well as hardware issues.

●Maintained internal support web page, used by analysts for the expedition of resolutions.

●Maintained effective instructional documents for use by all support analysts and users alike.

●Assisted the supervisor in maintaining a high level of productivity.

Boston Shiatsu School, Cambridge, MA. September 1995 – August 1999 Student Office Administrator & School Clinic Manager

●Managed an acupuncture/shiatsu clinic involving student and professional practitioners, as well as facilitated the school administration in their daily operations with students, faculty and 3rd party educators

Papa Gino’s, Newton, MA. September 1992 – October 1997 Pizza Maker, Grill, Register, Dining Service, Delivery, Opening, Closing and Shift Manager

●Worked in every facet of this company from age 15-20, with consistency and reliability for 5 years between 3 stores.

REFERENCES & RECOMMENDATION LETTERS AVAILABLE UPON REQUEST

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