ANTHONY ORTIZ
MENIFEE,CA
Summary
Senior Service Desk Administrator with over 10 years of progressive IT support and infrastructure experience, including more than seven years supporting enterprise environments at Consensus Cloud Solutions. Skilled in troubleshooting complex technical issues, managing enterprise support operations, and delivering high-level customer service across Windows, macOS, mobile, networking, and cloud platforms. Known for remaining calm under pressure, resolving critical incidents efficiently, and improving processes that enhance system stability and user experience. Strong background in endpoint management, cloud administration, security practices, and IT service management.
Overview
10
10
years of professional experience
Work History
Service Desk Administrator III
Consensus Cloud Solutions
Los Angeles, CA
10.2021 - Current
- Provide senior-level technical support for enterprise users across Windows, macOS, iOS, and Android environments.
- Manage and troubleshoot Microsoft 365, Azure AD, Google Workspace, VPN connectivity, and endpoint security solutions.
- Developed and maintained knowledge base articles, enhancing team resources for quicker problem-solving.
- Support enterprise ticketing and ITSM workflows using ServiceNow and Jira
- Collaborated with IT teams to identify recurring issues, facilitating root cause analysis and process improvements.
- Manage endpoint security tools including CrowdStrike and BitLocker administration; support device management initiatives using Jamf Pro and Microsoft Intune.
Service Desk Administrator
J2 Global Communications
Hollywood, CA
08.2018 - 10.2021
- Resolved technical issues for end-users, ensuring timely response and satisfaction.
- Managed Jira ticketing system, prioritizing incidents to enhance workflow efficiency.
- Supported the onboarding and offboarding process by providing software and hardware or removing and collecting equipment to ensure a smooth and secure process.
- Supported in-office and remote users in over 9 countries.
Senior Field Technician
Turner Techtronics
Burbank, CA
04.2016 - 08.2018
- Supervised installation and maintenance of advanced telecommunications equipment across multiple sites.
- Assisted in Tech Call Center to troubleshoot technical issues.
- Optimized field operations by implementing efficient service procedures, reducing downtime.
- Provided on-site technical support and resolved escalated issues.
Education
Bachelor of Science - Information Technology
California Intercontinental University
Irvine, CA06-2027
Associate of Science - Information Technology
California Intercontinental University
Irvine, CA07-2025
Cisco Networking And AWS Cloud Practitioner - Information Technology
Los Angeles Pierce College
Woodland Hills, CA06-2014
Skills
- Active Directory management
- Data backup and recovery
- Ticketing system expertise - Jira & ServiceNow
- Endpoint & MDM Management: Jamf Pro, Iru, & MS Intune
- Google Workspace Administration
- VPN & Zero Trust Concepts
- CrowdStrike Management
- Teamviewer remote support
- LAN/WAN Networking
- iOS & MS Windows Support
Timeline
Service Desk Administrator III
Consensus Cloud Solutions
10.2021 - Current
Service Desk Administrator
J2 Global Communications
08.2018 - 10.2021
Senior Field Technician
Turner Techtronics
04.2016 - 08.2018
Bachelor of Science - Information Technology
California Intercontinental University
Associate of Science - Information Technology
California Intercontinental University
Cisco Networking And AWS Cloud Practitioner - Information Technology
Los Angeles Pierce College