Philip Ortals
San Diego,CA.
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
19
19
years of professional experience
Work History
Senior Support Specialist
Integrated DNA Technologies
02.2008 - Current
- Provide support for all IT issues in the San Diego and Redwood City offices (Desktops, laptops, phones, mobile devices, tablets, printers)
- Support and troubleshoot 3rd party software and lab equipment
- Worked with outside vendors for any software or hardware related issues that i am not able to resolve on my own
- Support and configure IDT's internal software
- Route incoming tickets to the appropriate support group for issues that i can't fix
- Support North American remote users
- Setup new desktops with IDT's Win 10 image
- Install software and configure instruments to communicate with the PC once the image is installed
- Read technical manuals and conducted computer diagnostics to investigate and resolve problems
- Setup and install new printers
- Troubleshoot PC issues (Win 10, Win 7)
- Setup laptops for new hires and provide them with any equipment they may need
- Maintain inventory for all IT equipment in San Diego
- Basic Active Directory administration (Reset user passwords, unlock accounts, grant users access to shared resources)
- Manage Adobe licenses throughout the organization
- Create flows using PowerApps
- Setup and troubleshoot teams phones
- Set up equipment for employee use, ensuring proper installation of cables, operating systems and appropriate software
- Mentored junior IT staff
- Improved user performance by providing training in hardware and software use
- Helped users via telephone to diagnose and triage problems
- Restored performance by completing basic repairs of hardware, software and equipment
- Maintained the server room
- Installed new servers or other equipment in the server rack when requested by the network team
- Removed old equipment that is no longer needed
- Activated network ports when new equipment is added in the lab or moved
- Deactivated ports that are no longer being used
- Helped move computers, printers or other lab equipment when requested
- Maintained a knowledge base of IT issues.
Paulson Reporting, Litigation
06.2005 - 02.2008
- Services
- Provide on-site first level support for all desktop and laptop computers within the PRLS organization including set-up, configuration and troubleshooting of both hardware and software
- This includes but is not limited to printers, VPN, wireless, network connectivity, and email
- Responsible for the maintenance of all desktop and laptop computers throughout the organization
- This includes having the latest virus protection, patches, and updates
- Create and manage user and email accounts
- Administer and maintain web and database server backups
- Ensure that backup is taken off site on a daily basis
- Maintain and support all copiers and fax machines within the PRLS organization.
01.2005 - 03.2006
Education
Bachelor of Science - Software Engineering
Colorado Technical University
Colorado Springs, CO03.2006
Skills
- User support
- Technical documentation
- System optimization
- Internet research
- Positive attitude
- Issue troubleshooting
- Reliability
- Tech-savvy
- Time management
- Good communication
- First Level Support
- Customer Issue De-Escalation
- Team Support
- Root Cause Support
- New Installations
Accomplishments
- Confidential - Company Proprietary
- Confidential - Company Proprietary
- Confidential - Company Proprietary
Timeline
Senior Support Specialist
Integrated DNA Technologies
02.2008 - Current
Paulson Reporting, Litigation
06.2005 - 02.2008
01.2005 - 03.2006
Bachelor of Science - Software Engineering
Colorado Technical University
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