Help Desk Technician

Luis C. Ortiz

SUMMARY OF QUALIFICATIONS

A skilled Operations Manager with motivational leadership qualities and excellent hands-on experience monitoring multiple functions in an IT environment. Takes initiative to automate and streamline processes. A resourceful and creative problem solver able to skillfully detect and resolve errors. Fully engaged in company mission while focusing equivalent attention on the necessary steps to uphold it. Bilingual in oral/written English and Spanish.

§ Software Development § Network Maintenance

§ Systems Analysis § Network Design

§ Database Administration § Computer Programming

PROFESSIONAL EXPERIENCE

City of Chicago OEMC-911 CENTER (for Solai and Cameron, Inc) Chicago, IL

Help Desk/Escalation Desk Technician 07/10-present

Primarily providing desktop support to 10,001+ City Employees, Police Departments, Fire Houses, and Rescue Emergency teams. Providing troubleshooting for City Vigilance Cameras and Beta-testing site of Homeland Security Network. Monitoring Network Infrastructure, Building Facilities, Telephone Systems and Components, Chicago Police Department Mainframe Applications, Computer Aided Dispatch Applications, Environmental Controls, Electronic Banners, Freight Tunnel Systems, Building Management Systems, Automatic Call Distributors, and Computer Hardware Error Messages. Follow proper escalation, protocols and incident documentation through internal ticketing system.

Univision Radio Network, WRTO-AM Chicago, IL

Board Operator (part-time) 03/08-present

Responsible for producing all on-air transitions, running the Radio Station Control Board, following Station Format, Arranging and playing commercial and IDs. Running programs and commercial logs, following all applicable laws and FCC regulations, screening phone calls and runs live talk shows, On-Air announcing, and conducting Emergency Alerting System tests.

JP Morgan/Chase Bank Chicago, IL

Document Prep. Clerk (Contractor) 09/08-02/09

Processed and sorted mailing envelopes as required, sorted files by status, met productivity requirements, reviewed barcode information, maintained quality standards as required, organized and followed numeric order according to balance sheet report.

Multicultural Radio Broadcasting, Inc WNTD-AM Chicago, IL

Operations Manager 12/01-10/07

Served as first level System Administrator and computer support, designed and maintained website, managed on-Air/production studios, operated and prepared daily programming, edited promotional segments, drops, commercials and public affairs programs Populated audio database. Completed log discrepancy and incident reports. Reconciled traffic collections. Assisted General Manager with all aspects of daily administrative functions. Trained staff/clients for studio operations and procedures.

Luis C. Ortiz Page 2 of 2

Catholic Charities of Chicago Chicago, IL

Software Engineer 02/01-12/01

Tested developed in-house software. Implemented test script and documented errors. Implemented Crystal Reports to generate statistics on the organization. Researched and analyzed vendor software products for recommendation and implementation.

Accounts Payable Representative 02/99-02/01

Provided extensive customer service. Processed accounts payable for the organization

Created and implemented a centralized filing system for the financial department. Generated vendor account status reports.

Support Service Coordinator 02/97-02/99

Processed accounts payables on a monthly basis for the department. Created a centralized filing system for audit purposes. Delegated tasks to new employees and students. Prepared billing and data entry to comply with state governmental offices.

Donations Associate 02/96-02/97

Updated filing system on participating corporations. Generated acknowledgment letters

Implemented database-merging functions. Processed incoming donations and cash receipts in to a database.

TECHNOLOGIES

O/S: Windows 2000, NT, XP, Vista, 7Word Processing: MS Word, Word Perfect Databases: MS Access, Oracle SQL, Seagate Crystal Reports, Linux DB2Programming: Cobol, Visual Basic 6.0, Power Builder, JCL, C/ C++, Java, HTMLInternet Browser: Netscape Navigator, Internet Explorer, Mozilla Firefox, Web Access Office OutlookRemote Access Tools: VNC, FTP, SMS Spreadsheets: MS Excel, Lotus 123Publishing: MS Front Page, PowerPoint, Macromedia Flash, Publisher, Adobe PhotoshopMedia Applications: OMT Media Touch, Audio Vault, Adobe AuditionsAudio Equipment: Airwave 12 Digital mixer, MDS-B5, TASCAM CD-RN2000

CERTIFICATIONS

A+ in progress.

EDUCATION

DeVry University Chicago, IL

B.S. in Computer Information Systems

Richard J. Daley College Chicago, IL

A.A. in Business Administration

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