It Operations Manager

JAY CORTES

San Antonio, TX (123-***-**** ***.******@*****.*** LinkedIn: linkedin.com/in/jaycortes

Senior IT Operations Manager SCCM & Intune Specialist Enterprise Endpoint Management Expert

Professional Summary

Senior IT Operations Leader & Endpoint Management Specialist with 15+ years of progressive experience in enterprise IT infrastructure, patch management, and desktop engineering. Proven expertise in SCCM (OSD, application deployment, patching) and Intune/Azure management with a strong track record of leading teams, managing large-scale migrations, and driving IT operations across North America. Adept at executive-level support, IT asset lifecycle management, and cross-functional project leadership. Known for optimizing endpoint security, streamlining patching processes, and delivering high-availability IT solutions in dynamic, enterprise environments.

Key Achievements

• Led enterprise-wide Windows 10 migration projects impacting over 20,000 endpoints across multiple organizations.

• Architected and managed SCCM and Intune environments, optimizing patch management, OSD deployments, and compliance reporting.

• Successfully implemented Intune/Azure hybrid MDM environments, improving mobile device security and operational efficiency.

• Delivered executive-level white-glove IT support to C-level executives and senior leadership, ensuring zero downtime during key business operations.

• Directed IT infrastructure and workspace planning for the Elanco Skyline Project, ensuring full domain readiness and seamless building launch.

• Designed ITSM frameworks with KPI/KPO baselines, improving service desk performance metrics and knowledge management.

Core Competencies

• SCCM 2007/2012 R2 (OSD, Patch Management, App Deployment)

• Intune / Azure AD / O365 Administration

• Active Directory / Group Policy Management

• WSUS & SCOM Integration

• ITSM (Incident, Change & Problem Management) / KPI & Reporting

• Security & Risk Management

• Windows 10/11 Imaging & Migrations

• VOIP Systems Troubleshooting

• Printer Administration (PrinterLogic, PaperCut)

• Cisco Routers/Switches (Light Configurations)

• Executive White-Glove Support

• ITIL v4 Project Management Support

Professional History

IT Operations Manager

Elanco Animal Health – North America June 2025 – Present

• Lead and manage a team of 4 Technical Specialists and 1 Co-Op, overseeing all IT operations across North America.

• Drive enterprise patch management initiatives using SCCM, Intune, Azure Arc, and Azure Update Manager, collaborating with Tenable for vulnerability remediation.

• Oversee IT equipment procurement for the entire North American region, optimizing vendor relationships and asset lifecycle management.

• Delivered key contributions to the Elanco Skyline Project, owning BMS printer workspace and IT workspace design/support for a new building launch.

• Ensured domain readiness and full functionality during building opening by working closely with all stakeholders and managing deliverables using the RACI model.

• Delivered executive white-glove support to senior leadership in a Microsoft Teams–centric environment.

• Managed network, AV, iOS, and laptop support, ensuring high service availability and user satisfaction.

Service Desk Lead / AD Admin / Printer Admin / Desktop Engineer

NuStar Energy L.P., San Antonio, TX May 2019 – June 2025

• Managed and administered IOS/Android devices for enterprise users via O365, Hybrid Intune and Azure AD environments with SCCM integration.

• Implemented ITSM Essentials, built KPI/KPO baselines for Service Desk metric reporting, and established a knowledge article database.

• Performed imaging, configuration, and Windows 10 migrations (2,000+ systems) using SCCM deployment tools.

• Trained L1/L2 techs on troubleshooting, imaging, and deployments within SCCM environments.

• Analyzed and troubleshot SCCM log files to support monthly patch management for Windows servers and workstations.

• Administered Active Directory services, including design, cleanup, routine maintenance, and GPO configuration.

PC Deployment Technician / Desktop Engineer

DPT Labs, a Mylan Company Nov 2018 – May 2019

• Led a 6-month Windows 10 migration project impacting 20,000+ systems, ensuring minimal disruption to operations.

• Designed and tested SCCM 2012 application packages for mobile and desktop platforms, improving deployment success rates.

• Developed custom SCCM reports and provided advanced troubleshooting for deployment and task sequence failures.

Senior Field PC / System Administrator

Preferred Sands of Atascosa, LLC Jan 2018 – Sept 2018

• Managed hybrid O365 migration for 1,000 users, coordinating across multiple field sites and HQ.

• Implemented and maintained Intune/Azure MDM for iOS and Android devices, improving security posture.

• Configured Cisco switches for PLC networks and ensured optimal network performance for field operations.

Senior PC Support Technician / Active Directory Admin

Energy Transfer Partners Mar 2010 – Nov 2017

• Performed O365 migration for 2,500 users, integrating wireless and desktop environments.

• Administered SCCM OSD deployment processes, streamlining imaging and application deployments for HQ and field offices.

• Provided printer administration (HP, Dell, Ricoh, Xerox) with PaperCut and PrinterLogic, reducing recurring support tickets.

Education

• Bachelor of Science in Information Systems – June 2009 GPA: 3.6 Colorado Tech University

• Associates in Applied Science in Computer Information Security – 2007 GPA: 3.7 San Antonio College

• Academic and High School Diploma – 1997 GPA: 3.6 Richland Northeast High School

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