Desktop Support Manager

NEHEMIAS ORTIZ

** ******* **** *****, ************, MD 20878

Email: *******@*****.***, 202-***-****

SUMMARY & OBJECTIVE:

I'm a strong leader with over twelve years of IT experience. very capable of taking on different challenges and ready to achieve success in a fast-paced production area. My objective is to seek an opportunity to work for a business that will provide me with great challenges and career advancement in the information Technology Industry.

PROFESSIONAL WORK EXPERIENCE:

Human Touch/FDA May 2019 – Today.

Tier 2 Deskside Zone Lead.

Supervise a team of five desktop support technicians in two different locations.

Take care of the team Human Resources’ responsibilities including timesheets tracking, vacation, sick time etc.

Keep track of IT related tickets and report to management using ServiceNow.

Help the team achieved the closure of a minimum of 150 monthly tickets/per technicians.

Help the team with the troubleshooting and resolving of complicated technical issues.

Team up with IT Liaison team in helping customer with software installation and licensing issues.

Human Touch/FDA Oct. 2014 - May 2019

Tier 2 Desktop Technician.

Support multiple centers in different locations. Fill in as acting Zone Lead temporarily in different Zones.

Deskside support for the Food and drug Administration. Support software and hardware issues and find solutions

Assist customers with remote connection issues while using Cisco Anyconnect VPN software.

McAfee EPO administrator and McAfee Endpoint encryption.

Network Scanner configuration.

SCCM configuration and reinstall.

Laptop reimage with software top off for different centers using SCCM.

Install and activate IPhone/Android devices using Xenmobile configuration.

Adding/removing systems/devices in Active Directory.

Microsoft Exchange server configuration. Outlook 2016 configuration.

Installation and configuration of IP Communicator and Cisco Jabber.

ServiceNow Trained. Tracking of tickets and updating as needed.

WebRH/Checkpoint account configuration and reset.

Cisco WebEx configuration.

ITS Solutions/Acentia March.2006-2014

Tier 2 desktop Technician.

Desktop support for the Food and drug Administration. Support software and hardware issues troubleshooting/resolutions. Install local and network printers. Install and activate Blackberry devices. Image laptops with the latest center image, Track incidents using HP Service Manager to maintain a proper record of incidents opening/closing and timely resolution. I have supported all the FDA centers during the 7 years on this contract. I’m familiar with all the different software repositories, and print queues.

EDUCATION:

TECH SKILLS INSTITUTE PHOENIX, AZ December 2002 - March 2003

Obtained A+ Certified and Networking + Certified

Measure up Certifications, Washington DC July 2008.

Microsoft Office Specialist (MOS)

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