It Support Technician
Resume:
Oscar Ortega
*******@********.***
OBJECTIVE: To pursue a technical support position with a leading organization while growing professionally and increasing my specialized knowledge and experience through enterprise innovation and tomorrow’s newly developed technology.
SKILLS & QUALIFICATIONS: Motivated, committed, passionate, varied engineer who provides endless support for my team and end users providing superior support to a team of collaborators and utilizing my strong interpersonal skills to be effectively applied within the organization and recognized by my peers.
More than 16 years of dynamic experience as a highly varied information technology engineer and enterprise support technician.
Specifically, 11 years’ experience and growth in assisting network support release engineering and 8 years’ experience as Apple Support Engineer. Supported all design applications.
Operating Systems
Windows Server 2012, 2008, 2003
Windows XP, 7 Pro, Windows 10, 11
OS 9.x – OS X
Applications Software:
VMWare
MS Exchange Server 2003, 2010
Hyper-V
Blackberry Bes server
Active Directory Management
Adobe Creative Suite CS
MS Office (2003, 2007, 2010)
Beyond Compare
Wyse Terminals
Patch link
SQL Server Management Studio 2008, 2005,
Malwarebytes
Microsoft Win 2000 Terminal Service
Host swap
Lotus Notes R5 and R6
TFS (Team Foundation Server)
VNC
Virtual PC
Tippingpoint
Logmein
McAfee Antivirus
Outlook 2007, 2010
CheckPoint VPN
Cisco Anyconnect VPN
Macromedia Suite
Symantec Antivirus
Adobe Acrobat
Solarwnds monitoring.
Firescope
Appdynamics
Splunk
SCCM 2012 monitoring
TrendMicro
Batch Patch
Lumensions
Exchange Online
SharePoint Online
Teams and OneDrive
Hardware:
Dell (Dimension, Latitude, PowerEdge Servers)
IBM Laptops and Desktops
Blackberry
Compaq
Apple G3, G4, G5 IBook, PowerBook
Toshiba
Intel Core Duo MacBook Pro, Mac Pro,
lade Center
HP Servers and desktops
SNAP servers
Avaya Phones
ConnectWise Cloud Support Office 365 support
VPN Connectivity Outlook Troubleshooting PC Hardware
Remote Access Tools Knowledge Base Windows Operating Systems
Professional Experience
The Broad Museum · Contract Aug 2023 to Sept 2024
IT Support Engineer / Helpdesk Engineer
Los Angeles Metropolitan Area · Hybrid
Managed the implementation, configuration, and maintenance of Microsoft 365 services including Exchange Online, SharePoint Online, Teams, and OneDrive.
Managed end-to-end user onboarding, including account provisioning, access control, and system setup to ensure seamless integration into company infrastructure..
Created and configured user accounts in Active Directory, Microsoft 365, and other enterprise applications while enforcing security best practices.
Facilitated smooth offboarding by disabling accounts, revoking access, and ensuring data retention compliance.
Coordinated with HR and management to align IT processes with company policies and security protocols.
Provided user orientation on IT policies, software tools, and security best practices to enhance productivity and compliance.
Administered user accounts, permissions, and groups using Microsoft 365 Admin Center.
Implemented security measures such as multi-factor authentication (MFA), conditional access policies, and data loss prevention (DLP) to safeguard organizational data.
Provided technical support and training to end-users, resolving issues related to email, collaboration tools, and productivity applications.
Conducted regular system audits and compliance checks to adhere to organizational policies and regulatory requirements.
Respond to Help Desk tickets and requests in person, via email, phone, and chat ensuring efficient resolution of issues and accurate documentation of solutions.
Troubleshoot a wide range of technical issues across hardware systems and applications, referring to manuals and documentation, and escalate calls as needed to other IT staff or the appropriate vendor
Provision, update, and deactivate user accounts in Azure Active Directory and Office 365.
Configure, customize, and deploy new computers, software, and peripherals to staff utilizing Azure Intune.
Provision phone extensions for Teams application, voicemail, and network fax capabilities via O365
Recovered all accounts that were lost from previous IT Team.
Manage Outlook permissions, manage calendar permissions for Resources, Delegate accounts to those who require it.
Created Conditional Access to limit the use of Teams, Outlook, SharePoint, and Salesforce for security purposes based on department and role.
BlueScope Steel / Cornerstone Building (Contract)
System Support Specialist Jun 2023-Aug 2023
Rancho Cucamonga
Led IT support during the migration of Cornerstone buildings to BlueScope Steel, ensuring seamless transition and system functionality across all sites.
Provided comprehensive support for Office 365 applications, maintaining optimal productivity for end users.
Assumed full IT support responsibilities for BlueScope Steel, including managing printer repairs, resolving network issues, and overseeing access to Oracle databases, new domains, and email systems.
Monitored desktop systems for patch compliance and antivirus security, ensuring adherence to company standards.
Delivered high-level IT support to Senior Executives, particularly during critical phases of migration to BCP.
Supported plant operations by troubleshooting and resolving post-migration issues with printers and domain access on desktops.
Diagnosed and configured hand scanners for network compatibility, enabling efficient use on the new infrastructure.
Talley Inc. (Sana Fe Springs, CA/ Corona CA)
Senior Computer Support Specialist / System Administrator Sept 2017-Jun 2023
Managed Malwarebytes to prevent and mitigate threats, including worms, trojans, rootkits, spyware, bots, and other malware, enhancing overall network security.
Oversaw Mimecast spam filter management to safeguard the organization from security breaches, data leaks, and email-based attacks.
Led deployment and management of Cylance Protect across the organization to ensure comprehensive endpoint protection.
Proactively monitored production infrastructure, efficiently troubleshooting or escalating issues to maintain operational continuity.
Provided VIP desktop and network administration support at client headquarters, delivering high-quality, responsive service to key stakeholders.
Ensured timely technical support for all VIP internal users, addressing desktop/laptop hardware issues, Windows 7/10, MS Office/O365 applications, and network printers/scanners.
Delivered Tier 1 & Tier 2 support in a dynamic IT environment, resolving incidents and fulfilling requests for internal customers.
Supported 500 remote employees via a lean, two-person call center, providing essential field support and remote troubleshooting.
Demonstrated strong multi-tasking abilities, efficiently prioritizing and executing tasks with minimal oversight.
Played a key role in launching new facilities in Chicago, Dallas, and Sacramento, ensuring IT systems were fully operational for new locations.
Airbus DS Communications (Temecula, CA)
NOC Analyst III May 2017- Sept 2017
Executed and maintained diverse Service Delivery Solutions, including installation and maintenance of Transport/Network systems, server support, asset management, configuration management, patch management, antivirus, and disaster recovery services.
Adhered to strict processes and procedures for event impact documentation, case management, and compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Monitored CPU usage and disk allocation in local PSAP environments to maintain optimal performance and resource availability.
Oversaw production database alerts, escalating critical issues to on-call Technical Support Specialists (TSS) as needed to ensure timely resolution.
Tracked message flow across all systems, identifying and escalating issues to appropriate teams for prompt intervention.
Ensured customer satisfaction by diligently following up on issues until resolution and collaborating with relevant departments to address complex escalations.
Airbus DS Communications (Temecula, CA)
Managed Services Support Specialist (NOC) / NOC Analyst II June 2015-May 2017
Monitored and maintained 2,000 PSAP (911 dispatch center) systems, performing daily data center checks, monitoring customer connections, and quickly resolving disconnections or circuit outages to ensure uninterrupted emergency response services.
Regularly monitored CPU usage and disk allocation in local PSAP environments, proactively managing resources to maintain optimal system performance.
Tracked production database alerts and escalated critical issues to on-call Technical Support Specialists (TSS), minimizing downtime and ensuring quick remediation.
Oversaw system-wide message flow monitoring, escalating issues as necessary to maintain smooth operations.
Coordinated and led troubleshooting conference bridges, ensuring that all key stakeholders were informed and actively involved in issue resolution.
Provided customer support and issue resolution follow-up, escalating complex issues to relevant departments to ensure client satisfaction and adherence to service standards.
Documented calls and incidents within the Salesforce tracking system, following company protocols for accurate and timely issue logging.
Collaborated with local technicians to schedule system patches and server restarts, ensuring updates occurred with minimal disruption.
Responded promptly to crises from vendors or customer units, handling urgent matters with efficiency and professionalism.
Green Dot Corporation (Pasadena, CA)
Network Operations Center Engineer June 2013-April 2015
Conducted daily data center checks to monitor customer connections and quickly resolved any disconnections or circuit outages, ensuring uninterrupted service.
Monitored CPU usage and disk allocation on the VMS cluster, proactively managing system resources for optimal performance.
Tracked production database alerts and escalated issues to on-call DBAs, minimizing database-related downtime.
Supervised message flow across all systems, identifying and escalating potential issues to maintain smooth operation.
Coordinated troubleshooting conference bridges, ensuring prompt communication with all necessary stakeholders and providing critical information to facilitate issue resolution.
Ensured customer satisfaction by following up on issues until resolution, escalating to relevant departments as needed.
Documented all calls and issues in the RFS tool, adhering to company procedures for comprehensive issue tracking and transparency.
Monitored IIS application pools, recycling or escalating as necessary to quickly resolve any issues.
Supported SCCM by importing servers and installing SCCM agents, contributing to efficient systems management.
Responded swiftly to crises from vendor and customer units, handling urgent situations with professionalism and attention to detail.
Green Dot Corporation (Pasadena, CA)
Enterprise Client Support Technician (System Technician) January 2012-June 2013
Supported a rapidly expanding user base of 600 to 1,100 local and remote employees, delivering seamless IT support and onboarding processes.
Deployed and configured desktop and laptop systems (PC and Mac), integrating devices into the corporate domain while ensuring compliance with security protocols.
Diagnosed and resolved hardware and software issues, including Windows OS patching and LAN port/circuit connections, ensuring reliable network access and minimizing downtime.
Provided comprehensive Microsoft Outlook support, focusing on troubleshooting, configuration, archiving, and connectivity to enhance user productivity.
Maintained a precise inventory database using FAS and Excel, streamlining asset management and reporting processes.
Efficiently managed the ticketing system, successfully closing over 650 tickets monthly to uphold high customer satisfaction and support efficiency.
Delivered mobile device support for Blackberry 5/10, iPhone, and Android devices, ensuring cross-platform compatibility and accessibility for all users.
Weddingchannel.com / The Knot (Los Angeles, CA)
System Engineer / Release Engineer Mar 2010 – Sept 2011
Installed and updated Windows 2000, 2003, and 2008 servers, ensuring system reliability and up-to-date functionality across the organization.
Administered and maintained the corporate email system (Exchange 2003), supporting smooth email communication and reducing downtime.
Managed Active Directory and Group Policy rollouts, streamlining user access and security configurations across the network.
Provided end-user support for corporate applications, effectively resolving issues to maintain user productivity.
Conducted SOx and PCI compliance documentation and reporting, supporting regulatory adherence and data security.
Configured network printers and copiers on workstations and terminal servers, optimizing resource access across the network.
Managed and created accounts on the Blackberry Enterprise Server (BES), ensuring secure mobile device integration.
Created new hire AD accounts, streamlining onboarding and ensuring quick access for new employees.
Implemented measures for data security within the network, safeguarding sensitive information from unauthorized access.
Deployed code to QA, staging, and production environments, supporting efficient and reliable software development lifecycles.
Maintained a high-resolution rate for help desk calls, providing local and remote user support with consistent success.
Weddingchannel.com / The Knot (Los Angeles, CA)
LAN Administrator Apr 2008 – Mar 2010
Provided exceptional help desk support to over 200 global users, ensuring high levels of satisfaction and operational efficiency.
Configured and installed software on corporate laptops and desktops, troubleshooting issues to minimize downtime.
Imaged laptops and desktops using Ghost, delivering tailored software and hardware solutions in collaboration with vendors such as Dell, HP, and CDW.
Managed hardware and software maintenance and upgrades for corporate laptops and desktops, ensuring optimal performance and reliability.
Created user accounts in Windows 2003/2008 Active Directory and Microsoft Exchange, facilitating secure and efficient user access.
Enabled and configured Cisco Client VPN connections, Outlook for laptops, and LogMeIn for desktops, supporting remote work capabilities.
Tracked issues and monitored network performance, documenting problems and implementing effective solutions, consistently receiving positive client feedback.
Maintained Help Desk support efficiency, reducing call waiting times and achieving a 98% success rate in call resolution without drops.
Developed and maintained a comprehensive software and hardware inventory database, streamlining asset management.
Racked file print servers and SQL servers, ensuring proper connectivity and integration with the network infrastructure.
JWT Specialized Communications - Los Angeles, CA
Desktop Support Specialist and Network Support Nov 1999 – Apr 2008
Provided support for 900+ employees across 27 remote offices, ensuring seamless IT operations and user satisfaction.
Managed all aspects of LAN, RAS, Terminal Server, and VPN connectivity for both office and home users, enhancing remote accessibility and productivity.
Traveled to assist remote offices with network relocations and desktop deployments, ensuring timely and efficient transitions.
Organized and executed the Lotus Notes migration across all corporate sites, improving email and collaboration capabilities.
Managed, planned, updated, and deployed web content for intranet technical support, enhancing user access to resources and information.
Maintained user account information, including rights, security, and systems groups, via Active Directory, ensuring proper access control and security compliance.
Created comprehensive technical documentation for installation and troubleshooting processes, empowering end users with self-service resources.
Configured printer networks and mapping for all corporate users, optimizing print resource availability and efficiency.
Contact this candidate