Isaac Reto
Orlando,FL
Summary
Service Desk Technician with 3 years of experience and a strong record in technical problem-solving at OneBlood. Holds a Bachelor's degree in Cybersecurity (2024) and is currently pursuing Master's-level studies. Combines practical operational insight with specialized security expertise to enhance infrastructure defense and exceed security benchmarks.
Overview
13
13
years of professional experience
Work History
Service Desk Technician
OneBlood
Orlando, FL
03.2023 - Current
- Fields support calls, IT Service Requests, email, and/or other communication to provide proficient customer support for all hardware, software, and computer systems and determines the appropriate escalation path for complex or specialty support issues.
- Provides identification, prioritization, documentation, and resolution of problems using service management system, monitor alerts and notifications, and respond accordingly through service tickets.
- Performs problem resolution on IT service requests, which may involve the use of diagnostics tools, as well as require in-person, hands-on help at the desktop level.
- Meets metrics including Service Level Agreements, utilization statistics, call statistics, customer service statistics.
- Ensures the application of information technology policies, principles, and practices in the delivery of customer support services and reinforces Service level agreements to manage end-user expectations.
- Performs on-call responsibilities and after-hours duties, as necessary.
Biologics Assistant II - Team Lead
OneBlood
Orlando, FL
11.2012 - 03.2023
- Provides operational leadership to individual contributors and hourly workforce to ensure the execution of daily tasks and activities including document control and preparation of Bio product for distribution in a manner consistent with company services, culture and cost objectives.
- Responsible for communicating performance standards that are specific and measurable (KPI), interview hourly associates and provide recommendations for hire, monitor attendance, productivity, as well as other performance markers, provide counseling and recognition to associates as needed making corrective action and disciplinary decisions including termination.
- Performs data entry associated with component production, labeling, storage and shipping ensuring accurate and complete manufacturing records.
- Operates, maintains and performs quality control checks on equipment.
- Performs the quarantine and disposition of unacceptable products and/or samples.
- Ensures adequate inventory of required supplies.
- Proficient and knowledgeable in cGMP's, OSHA, HIPAA, QIR's, EU, and NC/CAPA's.
Education
Master of Science - Cybersecurity Intel & Info Sec
University of South Florida
Tampa, FL12-2026
BCS - IT Cyber Security
Seminole State College
Orlando, FL12-2024
AA - General Degree Earned
Valencia College
Orlando, FL01-2012
High School Diploma -
Oak Ridge High School
Orlando, FL05-2009
Skills
- Network troubleshooting
- Basic Cisco LAN knowledge
- Computer proficiency
- Windows
- Linux
- MacOS
- Android OS
- MS office proficiency
- Bilingual (Spanish)
- Verbal and written communication
- Incident response
- Customer support
- End-user training
- Software installation
- Hardware troubleshooting
- Desktop support
- Remote support
- Hardware support
- VMware vSphere administration
- SIEM Implementation & Log Management
Timeline
Service Desk Technician
OneBlood
03.2023 - Current
Biologics Assistant II - Team Lead
OneBlood
11.2012 - 03.2023
Master of Science - Cybersecurity Intel & Info Sec
University of South Florida
BCS - IT Cyber Security
Seminole State College
AA - General Degree Earned
Valencia College
High School Diploma -
Oak Ridge High School