Summary
Overview
Work History
Education
Skills
Languages
Timeline
Technical Skills
Generic

Eduardo Delarosa

Minneapolis,MN

Summary

Results-driven IT Service Desk Lead with extensive experience in managing teams, leading major IT projects, and overseeing service desk operations. Strong technical expertise in system administration, process improvements, and customer service, with a proven ability to enhance team performance. Lead Diversity, Equity, and Inclusion (DEI) initiatives to foster an inclusive work environment. Skilled in troubleshooting, application management, and guiding teams through complex technical environments. Bilingual in English and Spanish.

Overview

3
3
years of professional experience

Work History

Service Desk Lead

M.A. Mortenson Construction
07.2022 - Current
  • Team Leadership: Lead a team of service desk analysts, managing day-to-day operations, workload distribution, and ensuring efficient ticket resolution across Tier 1 support
  • Act as the primary escalation point for complex technical issues
  • Project Management & Support: Led the Project Borealis transition, supporting the Oracle migration from on-prem to cloud
  • Managed a team of contractors and guided them through escalations while providing technical training for troubleshooting both project-related and other tickets
  • Application & System Administration: Oversee the administration of Oracle EBS, Primavera P6, Autodesk Vault, and Bluebeam applications
  • Manage user accounts, extend contractor access, and ensure smooth onboarding and offboarding of staff
  • Process Improvement: Collaborate with department heads to streamline processes, implement best practices, and optimize customer service
  • Lead efforts to keep knowledge base articles updated and ensure continuous learning within the team
  • Technical Oversight: Manage VPN setups, DHCP reservations, and configure devices for remote and office-based users
  • Handle hardware and software installations, system updates, and network configurations for over 20-30 daily inquiries
  • DEI Leadership: Lead the IT department’s DEI efforts, mentoring diverse interns and college recruits, and promoting inclusive practices that contribute to a more equitable work environment
  • Successfully managed the Oracle Cloud migration during Project Borealis, ensuring seamless Tier 1 support for finance teams
  • Spearheaded DEI initiatives, leading to a more inclusive IT department and fostering talent development
  • Promoted to Service Desk Lead for outstanding performance in leadership and service delivery

Service Desk Analyst 2

M.A. Mortenson Construction
11.2021 - 07.2022
  • Supported Oracle EBS, Autodesk Vault, and Bluebeam applications, extending contractor accounts and configuring devices
  • Administered ITAM using ServiceNow, ensuring accurate hardware documentation and asset management
  • Provided direct technical support to executives and field users, handling complex issues involving RDS sessions, VPN, and software installations
  • Assisted in process improvements and updated knowledge base articles in collaboration with department leaders
  • Played a key role in setting up Microsoft Authenticator accounts, troubleshooting software, and resetting passwords using Active Directory, O365, and Azure AD

Help Desk Technician

Corporate Technologies
06.2021 - 11.2021
  • Provided Tier 1 technical support for clients, managing VPN setups, password resets, and troubleshooting malware or hardware issues
  • Installed printers, third-party apps, and software updates to ensure smooth user operations
  • Documented support tickets and escalated complex issues for further resolution

Education

High School Diploma -

Armstrong High School
Plymouth, MN
06.2014

Skills

  • Team Leadership & Mentorship
  • Ticket Systems: ServiceNow & ConnectWise
  • Process Improvement & Knowledge Base Management
  • Oracle EBS, Primavera P6, TPM Administration
  • Active Directory, SCCM, DHCP
  • VPN, Firewalls & Security Products
  • Software & Hardware Deployment
  • MS Office Suite & O365 Administration
  • Remote Desktop Setup & Citrix Workspace
  • Network Configuration (TCP/IP, VPN, Firewalls)
  • Automation with Ansible
  • Linux, Windows, and Mac Systems
  • Autodesk Vault, Bluebeam
  • IT Asset Management (ITAM)
  • DEI Leadership

Languages

Spanish
Native or Bilingual

Timeline

Service Desk Lead

M.A. Mortenson Construction
07.2022 - Current

Service Desk Analyst 2

M.A. Mortenson Construction
11.2021 - 07.2022

Help Desk Technician

Corporate Technologies
06.2021 - 11.2021

High School Diploma -

Armstrong High School

Technical Skills

• ServiceNow & ConnectWise

• Ansible Automation

• Oracle EBS, Primavera P6, TPM, Autodesk Vault

• Windows AutoPilot, SCCM, ITAM

• Network Configuration: VPN, DHCP, TCP/IP

• Active Directory, Azure AD, O365

• Linux, Windows, MacOS Systems

• Citrix Workspace & Remote Desktop Setup

• Hardware & Software Deployment

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Eduardo Delarosa