Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Ricardo J. Ortiz

Drexel Hill,PA

Summary

Dynamic Tier 2/3 Support Engineer at New Era Technology, adept in VoIP technologies and systems administration. Achieved a 98% CSAT score while mentoring teams and streamlining processes. Expert in scripting and automation, with a strong focus on incident management and collaboration to enhance operational efficiency across diverse sectors.

Overview

12
12
years of professional experience

Work History

Tier 2/3 Support Engineer

New Era Technology
West Chester, USA
07.2019 - Current
  • Delivered advanced VoIP support across 10+ platforms (Asterisk, Avaya, Mitel, Zultys, 8x8), ensuring reliability and uptime across nationwide infrastructures.
  • Diagnosed networking and telephony issues using ARP, VLANs, LLDP, DHCP, and Wireshark; maintained multi-site systems with high availability.
  • Programmed Cisco, Meraki, Datto, and Extreme switches, firewalls, IP phones, and SBCs; integrated networks with Azure AD and SSO.
  • Led escalations and provided guidance to Tier 1 support; mentored teammates and ensured process alignment with ITSM standards.
  • Authored SOPs, internal knowledge bases, and implementation workflows to streamline onboarding and support efficiency.
  • Conducted post-sales technical validations, collaborated with vendors on WAN provisioning, and participated in on-call rotations to ensure SLA adherence.
  • Maintained 98% CSAT score; provided empathetic technical support across diverse industries including finance and SMB sectors.

Head Butcher

Sage Restaurant Group
Philadelphia, USA
03.2016 - 07.2018
  • Managed sourcing, ordering, and preparation for high-profile events; collaborated with local farms to uphold farm-to-table standards.
  • Led and trained an 8-person team; improved operational efficiency through new training practices and systems for yield tracking.
  • Participated in budgeting and vendor management; supported strategic sourcing and creative seasonal menu development.

Sous Chef

Kensington Quarters
Philadelphia, USA
12.2012 - 03.2016
  • Specialized in whole-animal butchery with a zero-waste focus; worked across various fine dining stations.
  • Developed daily specials and seasonal menus, emphasizing sustainability and quality sourcing.
  • Maintained ServSafe certification and upheld health and safety standards.

Education

Associate of Science - Airport Management

Vaughn College of Aeronautics and Technology
Queens, NY
12.2012

Core Curriculum Completed - IS + T Focus

Temple University
Philadelphia, PA
06.2009

Skills

  • Systems and network administration
  • VoIP technologies
  • SIP protocols
  • Cloud services
  • Identity management
  • Email security
  • Infrastructure management
  • Scripting languages
  • PowerShell and Bash
  • Automation techniques
  • Endpoint and server configuration
  • ITSM framework
  • Incident and problem management
  • Change management strategies
  • Technical documentation
  • Mentorship and collaboration

Additional Information

ServSafe Certified, Available for travel and on-call support, Fluent in both technical and customer-facing communication

Timeline

Tier 2/3 Support Engineer

New Era Technology
07.2019 - Current

Head Butcher

Sage Restaurant Group
03.2016 - 07.2018

Sous Chef

Kensington Quarters
12.2012 - 03.2016

Associate of Science - Airport Management

Vaughn College of Aeronautics and Technology

Core Curriculum Completed - IS + T Focus

Temple University

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