Technical Support It

Louis Ortiz

*********@*****.*** 718-***-**** Macungie, PA

LinkedIn: www.linkedin.com/in/luis-a-ortiz-775989a5

PROFESSIONAL SUMMARY

Seasoned IT leader with 15 years of experience adept in managing diverse technical teams and complex IT infrastructures. Skilled in ITIL/ITSM, cloud technologies including Azure and Intune, and maintaining strong vendor relationships. Seeking IT Tech Support Manager role to leverage expertise in team supervision, system administration, and end-user support.

TECHNICAL SKILLS

Cloud Platforms: Microsoft Azure, Intune, Autopilot, Amazon Web Services (AWS)

IT Management: ITIL/ITSM, ServiceNow, I-Need, Jira, Multi-Factor Authentication (MFA)

System Administration: Microsoft Office 365, Active Directory, Windows Server, Virtual Desktop Infrastructure (VDI)

Hardware: Lenovo, HP, Apple, Toshiba MFPs, Ricoh

Networking & Security: Firewall, FTP, Wireless Engineering Support, Role-Specific Access Controls

Other Tools: Altiris, Wise Installer, Papercut, SAP R2, Unisys, Zoom, VOIP, Video Teleconferencing

Operating Systems: Microsoft Windows 7/10, Windows Server 2003, MacOS

PROFESSIONAL EXPERIENCE

CDW/Allentown School District – Allentown, Pennsylvania

IT Endpoint Computing Manager – Sep 2023 – April 2024 (20% Remote)

Managed daily technical support operations, optimizing task scheduling and team performance.

Administered ITIL/ITSM processes and maintained relationships with vendors (Adobe, Microsoft, Google).

Provided technical staff training, ensuring effective support of end-user equipment.

Managed Azure Active Directory and Microsoft Office 365 administration.

Led inventory management, equipment deployment, and service support ticket resolutions.

Utilized ServiceNow ticketing system for tracking and managing incidents, ensuring efficient issue resolution.

HCL Tech/Pennsylvania Power & Light – Pennsylvania

IT Support Manager – Dec 2021 – Jul 2023 (40% Remote)

Led a team delivering technical support to over 5,000 employees.

Streamlined device management through cloud technologies (Azure, Intune, Autopilot).

Focused on team development, overseeing hiring, training, and performance evaluations.

Collaborated across departments, effectively communicating complex solutions to stakeholders.

Utilized ServiceNow to manage and resolve support tickets, ensuring timely response and resolution of user issues.

Forward Thinking Technology Solutions

Digital Imaging Manager – Feb 2021 – Jun 2021

Managed digital imaging projects, leveraging Microsoft Autopilot and Intune.

Conducted training for 7 new Service Desk hires, improving service response times.

Administered Azure Active Directory and served as a Level 3 escalation point for technical incidents.

Administration for Children Services/Q&A Research

Manager, Computer Engineer Team – Dec 2019 – Jun 2020

Led a technical support team, prioritizing and managing support tickets.

Developed and executed staff training programs to enhance technical proficiency.

Healthfirst

Desktop Support Team Lead – Jan 2019 – Dec 2019

Led the migration of 6,000 users to Windows 10 with minimal downtime.

Managed Office 365 deployment and resolved user issues to maintain system performance.

Developed an onboarding program for new employees, training 30-50 individuals bi-weekly.

Unisys/Omnicom Group, Omnicom Group Inc

Field Services Engineer – Jan 2017 – Jan 2019

Deployed and imaged Windows 7/10 OS across various hardware platforms.

Provided executive-level IT support for over 1,500 users, ensuring business continuity.

United Nations/TGI Office Automation

System Engineer – Jan 2012 – Dec 2015

Managed server and device operations, utilizing ServiceNow for ticketing and issue resolution.

Led a team in maintaining print solutions and secure file transfer protocols.

System Engineer – Jan 2007 – Apr 2012

Diagnosed and resolved issues with Ricoh and Toshiba multifunction printers.

Maintained MFP infrastructure, collaborating with IT support and server groups.

EDUCATION

DeVry College of New York

Bachelor of Network & Communication Management – Dec 2015

New York, NY

CERTIFICATIONS

CompTIA A+

Microsoft Azure AZ900

Google Data Analytics

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