JONATHAN ORTEGA
Prosper
Summary
Experienced with troubleshooting hardware and software issues to ensure optimal system performance. Utilizes technical skills to provide seamless support and maintain user productivity. Track record of effective communication and customer service, fostering user satisfaction and operational efficiency.
Overview
15
15
years of professional experience
Work History
Desktop Support Specialist
Dallas Cowboys
Frisco, TX
09.2023 - Current
- Tier 2 on-site and remote support for users based at The Star HQ and merchandising warehouse in Frisco.
- Gameday and event support at AT&T Stadium and The Star.
Lead Technician of Customer Experience
XFL
Arlington, TX
08.2022 - 05.2023
- Lead technology support for the league; including all employees, coaches and players.
- Manage and deploy 648 iPads for players. App and security templates applied using JAMF.
- Support contact for printing gameday credentials.
- Gameday support for all technology needs in the pressbox.
- Onboard all new hires (Staff and Coaches), setup all necessary accounts and ship equipment. Host morning Zoom meetings teaching the basics on how to login into accounts.
- POC for any assistance in the Arlington hub.
- Account admin for Okta, Google Workspace, Zoom/Zoom Phone, Slack, O365, Adobe Cloud, Teamworks and Active Directory.
Workplace Technology Support
Accenture
Irving, TX
09.2021 - 08.2022
- Senior support for the Las Colinas office and remote users in OK, LA, AL and TX.
- Image, white glove and ship new and replacement computers.
- Support large meeting rooms that use Cisco Webex systems and Solstice Pods.
Senior Desktop Support Engineer
Iron Mountain
Dallas, TX
07.2020 - 08.2021
- Lead project of converting a client location from Bank of New York Mellon to Iron Mountain. Consisting of the preparation and execution to replace all infrastructure and computers with new equipment. Supporting AD and Okta accounts for all employees to be covered.
- 500+ user support of Windows 10 and Chromebook computers locally and remote in North America.
- Provided a "White Glove" service for company executives and all levels of management.
- Ticket management using the Service-Now platform.
Workplace Support Engineer
XFL
Dallas and Arlington, TX
09.2019 - 04.2020
- Technology support for The Dallas Renegades organization and league practice squad.
- Building, installing, maintaining and troubleshooting both MAC and Windows desktops & laptops.
- Support Executive/Senior Leadership.
- Deploy and manage Apple iPads using Jamf Pro.
- Gameday support for all technology needs including network connection testing and functionality of Ricoh printers.
- Completed Google G-Suite certification to establish support knowledge and experience for the Google environment used within the organization.
- Build out offices and practice facility and install computer and networking equipment.
- Travel and on-call support when needed.
- Analyze issues & create solutions for hardware & software problems and documenting RCA.
- First call phone support for all technical remote issues (TeamViewer, SolarWinds).
- Support HR by on-boarding new employees and players and assisting with completing final paperwork (contracts, i9, Workday). As well as create all necessary accounts and assign access.
- Manage team schedules and messages using Teamworks.
IT Support Specialist
Samsung Electronics America
11.2017 - 09.2019
IT Support Specialist
National Indoor RV Centers
09.2013 - 10.2017
IT Intern
LetsTalk.com
11.2011 - 05.2013
Education
Associates of Arts - Information Technology
Tarrant County Community College
05.2015
Timeline
Desktop Support Specialist
Dallas Cowboys
09.2023 - Current
Lead Technician of Customer Experience
XFL
08.2022 - 05.2023
Workplace Technology Support
Accenture
09.2021 - 08.2022
Senior Desktop Support Engineer
Iron Mountain
07.2020 - 08.2021
Workplace Support Engineer
XFL
09.2019 - 04.2020
IT Support Specialist
Samsung Electronics America
11.2017 - 09.2019
IT Support Specialist
National Indoor RV Centers
09.2013 - 10.2017
IT Intern
LetsTalk.com
11.2011 - 05.2013
Associates of Arts - Information Technology
Tarrant County Community College