Louis Ortiz
Macungie,PA
Summary
Experienced IT leader with 20+ years of experience managing technical teams and complex infrastructures. Proficient in ITIL/ITSM frameworks, Azure cloud technologies, and vendor management. Skilled in guiding teams, optimizing operational processes, and implementing technical solutions to drive business success. Seeking to leverage leadership and technical expertise in system administration, cloud management, and end-user support as an IT Tech Support Manager.
Overview
22
22
years of professional experience
3
3
Certification
Work History
IT Desktop Support Lead & Microsoft Administrator
HCL Tech/Acme Cryogenic & ICS Carwash Systems
Allentown & Bethlehem, PA
01.2025 - Current
- I Accurately test and identify, repair, resolv, and document end user technical issues regarding basic network/desktop/laptop support, Printers, PDAs, iPhone/iPad & other Smart Devices
- Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
- I also backup and restore user data, settings and associated systems administration activities
- Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts
- Assist in Incident and Problem management activities
- I take ownership of issues through to resolution on all appropriate requests
- Categorize and prioritize end user support requests (Incidents) and service requests by utilizing Service Now ticketing system to track tickets and provide up-to-date status and information
- Move equipment associated with escalated help desk incidents and service requests
- Manage asset inventory activities as needed
- Recommend and/or perform upgrades on systems to ensure longevity
- Works with procurement staff to purchase hardware and software
- Maintain spare parts/ inventory list monthly and coordinate for any disposal requisites
- Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site. Incremental labor and incidental travel expenses shall be funded by Customer (e.g. meals, travel, and lodging) in accordance with the Agreement
- When necessary, perform DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
- Support during Town Halls, Board Meetings, Executive Conferences, Auditorium Meetings.
- Contract
IT Desktop Support & Endpoint Computing Manager
CDW/Allentown School District
Allentown, PA
09.2023 - Current
- Led a technical support team, optimizing task management and workflow assignments to enhance operational efficiency.
- Administered ITIL/ITSM methodologies to streamline IT processes.
- Lead a team of IT professionals including talent acquisition, career development, and advancement.
- Created weekly team meeting 2x a week
- Used Service Now to enhance ITSM and ITAM
- Accountable for the overall Lifecycle management of our PC supply chain processes, vendors, and technology.
- Adept in creating reports as per the requirement. Performance analytics included
- Establishes the overall budgetary requirements for the procurement of our End user Computing Assets, which include Personal computers and mobile devices.
- Managed vendor relationships with key software providers (Adobe, Microsoft, Google) and hardware partners (Lenovo, HP, Apple).
- Provided training and guidance to technical staff, enhancing their ability to support end-users across staff and student devices.
- Administered Azure Active Directory and served as Microsoft Office 365 Administrator.
- Oversaw inventory and equipment deployment, ensuring timely resolution of service tickets.
- 10% Remote/Contract
IT Support Manager
HCL Tech/Pennsylvania Power & Light
Pennsylvania
12.2021 - 07.2023
- Managed technical support for over 5,000 employees, leveraging cloud technologies like Azure, Intune, and Autopilot to streamline device management.
- Directed recruitment, training, and performance evaluations for IT staff, aligning team goals with organizational objectives.
- Collaborated across teams, including DevOps and Network Engineering, to deliver integrated IT solutions for complex issues.
- Communicated technical solutions to both technical and non-technical stakeholders.
- Administered Microsoft Office 365 for user accounts, permissions, and system updates.
- 40% Remote/Contract
Digital Imaging Manager
Forward Thinking Technology Solutions
02.2021 - 06.2021
- Managed digital imaging projects using Microsoft Autopilot and Intune, ensuring compliance with IT asset management protocols.
- Developed training programs for new hires, improving service desk performance and customer satisfaction.
- Administered Azure Active Directory, implemented MFA, and served as a Level 3 escalation point.
- Contract
Manager, Computer Engineering Team
Administration for Children Services/Q&A Research
12.2019 - 06.2020
- Led a team responsible for maintaining and troubleshooting IT systems, optimizing system reliability.
- Prioritized support tickets and tracked key metrics to improve user issue resolution.
- Developed training programs tailored to individual team needs, enhancing staff skills and performance.
- Administered Microsoft Office 365, managing user setups and permissions.
- Contract
Desktop Support Team Lead
Healthfirst
01.2019 - 12.2019
- Led the successful migration of over 6,000 users to Windows 10, ensuring minimal downtime.
- Managed the deployment of Microsoft Office 365 and resolved user profile issues.
- Developed a training program for onboarding new hires, preparing 30-50 employees per session.
Field Services Engineer
Unisys/Omnicom Group, Inc
01.2017 - 01.2019
- Performed Windows 7/10 OS deployment and imaging, ensuring seamless transitions for users.
- Provided technical support for Office 365, mobile devices, and executive leadership.
- Administered Microsoft Office 365 accounts, configurations, and permissions for end users.
- Supported over 1,500 users, ensuring business continuity through prompt IT issue resolution.
System Engineer
United Nations/TGI Office Automation
01.2012 - 12.2015
- Managed server and peripheral operations, maintaining high system availability.
- Led a support team for print solutions such as Papercut and Ricoh Global Scan.
- Administered Microsoft Office 365 for users and executives.
- Set up FTP servers, configured Dropbox, and ensured secure file transfers.
System Engineer
01.2007 - 04.2012
- Provided technical support for multifunction printers (MFPs) and print solutions.
- Collaborated with IT teams to maintain MFP infrastructure using ServiceNow.
Education
Bachelor's - Network & Communication Management
DeVry College of New York
New York, NY12.2015
Skills
- Technologies: Azure Active Directory, Microsoft Intune, Office 365, Windows Server, Virtual Desktop Infrastructure (VDI), Imaging Solutions, ITSM/ITIL
- Tools: ServiceNow, Jira, Autopilot, Papercut, Zoom, AWS
- Soft Skills: Leadership, Training, Vendor Management, Team Collaboration, Troubleshooting, Documentation
Accomplishments
My first year 2022 at Pennsylvania Power & Light, working for HLC Tech: I was awarded New Comer of the year award and the very following year 2023 I was awarded The IT Support Manager of the year.
Certification
- CompTIA A+
- Microsoft Azure AZ-900
- Google Data Analytics
- ITSM/ITIL
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
IT Desktop Support Lead & Microsoft Administrator
HCL Tech/Acme Cryogenic & ICS Carwash Systems
01.2025 - Current
IT Desktop Support & Endpoint Computing Manager
CDW/Allentown School District
09.2023 - Current
IT Support Manager
HCL Tech/Pennsylvania Power & Light
12.2021 - 07.2023
Digital Imaging Manager
Forward Thinking Technology Solutions
02.2021 - 06.2021
Manager, Computer Engineering Team
Administration for Children Services/Q&A Research
12.2019 - 06.2020
Desktop Support Team Lead
Healthfirst
01.2019 - 12.2019
Field Services Engineer
Unisys/Omnicom Group, Inc
01.2017 - 01.2019
System Engineer
United Nations/TGI Office Automation
01.2012 - 12.2015
System Engineer
01.2007 - 04.2012
Bachelor's - Network & Communication Management
DeVry College of New York