IT Desktop Support & Microsoft Administrator

Luis Ortiz

IT Desktop Support Manager & Microsoft Administrator

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

Professional Experience

IT Desktop Support Lead & Microsoft Administrator

HCL Tech / Acme Cryogenic – Allentown, PA Jan 2025 – Present

Diagnose, repair, and resolve end-user technical issues including network, desktop/laptop, printers, and smart devices.

Troubleshoot software issues and perform reimaging, backup, and restore

operations.

Managed Windows OS/ MAC OS

I am lead of Endpoint Computing department migrating of hardware and software.

Administer and support Microsoft O365 services across the enterprise to ensure seamless collaboration and productivity.

Support and maintain Active Directory, Group Policy, DNS, DHCP, and virtualized environments.

Provide hands-on support for VMware and assist with the transition to Hyper-V virtualization platforms.

Coordinate with ServiceDesk and Remote Desktop Support teams.

Manage incidents and service requests using ServiceNow.

Maintain asset inventory and recommend upgrades.

Support trade shows and executive meetings including setup and logistics.

Perform basic networking tasks including DHCP, DNS, IP addressing, and wireless LAN configuration.

IT Desktop Support & Endpoint Computing Manager

CDW / Allentown School District – Allentown, PA Sep 2023 – Dec 2024

Lead technical support team and optimize task management.

In charge of migrations and device management both mobile and computers

Used Office and Google Suite daily

Implement ITIL/ITSM methodologies and manage PC lifecycle.

Conduct team meetings and performance analytics.

Manage vendor relationships and procurement budgets.

Provide training and administer Azure AD and Office 365.

Oversee inventory and equipment deployment.

IT Support Manager

HCL Tech / Pennsylvania Power & Light – Pennsylvania Dec 2021 – Jul 2023

Support over 5,000 employees using Azure, Intune, and Autopilot.

Recruit, train, and evaluate IT staff.

Collaborate with DevOps and Network Engineering teams.

Manage a Team of 13 Engineers and Technicians

Maintained accurate inventory of all devices and device finances.

Administer Office 365 and communicate technical solutions.

Digital Imaging Manager

Forward Thinking Technology Solutions Feb 2021 – Jun 2021

Manage imaging projects using Autopilot and Intune.

Develop training programs and administer Azure AD with MFA.

Serve as Level 3 escalation point.

Manager, Computer Engineering Team

Administration for Children Services / Q&A Research Dec 2019 – Jun 2020

Maintain and troubleshoot IT systems.

Track support tickets and develop training programs.

Administer Office 365 setups and permissions.

Desktop Support Team Lead

Healthfirst Jan 2019 – Dec 2019

Migrate over 6,000 users to Windows 10.

Deploy Office 365 and resolve profile issues.

Train 30–50 new hires per session.

Field Services Engineer

Unisys / Omnicom Group, Inc Jan 2017 – Jan 2019

Deploy Windows OS and provide Office 365 support.

Support mobile devices and executive leadership.

Ensure business continuity for 1,500 users.

System Engineer

United Nations / TGI Office Automation Jan 2012 – Dec 2015

Manage server operations and print solutions.

Administer Office 365 and configure secure file transfers.

System Engineer

United Nations / TGI Office Automation Jan 2007 – Apr 2012

Support multifunction printers and maintain MFP infrastructure using ServiceNow.

Skills

Certifications, CompTIA A+, Microsoft Azure AZ-900, Google Data Analytics, ITSM, Education, Bachelor's in Network & Communication Management, DeVry College of New York, 2015 – New York, USA

Certifications

CompTIA A+

Microsoft Azure AZ-900

Google Data Analytics

ITSM/ITIL

Education

Bachelor's in Network & Communication Management

DeVry College of New York, 2015 – New York, USA

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