Vincent Ornelas
Information Technology
White Plains,NY
Summary
Executive IT Engineer with 11 years of progressive experience delivering white-glove support to C-suite leaders at SpaceX and Citadel. Scaled SpaceX executive IT team from 2 to 8 members; at Citadel launched AI agent (Vertex AI) that reduced chat-support wait time 45% within four weeks and autonomously resolves 30% of incoming tickets. Proven ability to build standards, SOPs, and automation that drive efficiency and reliability.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Executive IT Engineer
Citadel
05.2025 - Current
- Member of 5-person executive IT team supporting global C-suite leadership.
- Designed and implemented standardized project and ticket-tracking framework.
- Authored comprehensive SOP library for team consistency and knowledge continuity.
- Led first phase of “IT Assist” – AI agent built on Google Vertex AI that triages, acknowledges, and resolves tickets; reduced chat-support wait time 20 % in week one and 45 % by week four; autonomously handles ~30 % of all incoming tickets before human escalation.
Sr. Executive IT Support Specialist
SpaceX
07.2018 - 04.2025
- Provided top-level support to the CEO, COO, and other C-suite executives at SpaceX, enhancing company operations and personal IT needs.
- Developed and maintained robust IT and security systems for executive offices and personal residences, specializing in network security and smart home technologies (including Control4).
- Directed and expanded the IT support team from two to six members, incorporating a managerial role to streamline operations and improve service delivery.
- Served as the primary point of contact for all IT-related executive support, ensuring consistent and high-quality assistance.
- Created comprehensive documentation and support protocols to ensure continuity and ease of transition for IT support activities for the CEO and COO.
- Established and led the IT support team for the Office of the CEO and COO.
IT System Analysts
Hulu
01.2018 - 07.2018
- Delivered executive-level support to professionals ranging from Directors and VPs to C-level executives.
- Collaborated with IT Services to support business growth and expansion.
- Assisted in building out the Executive Support team.
- Assisted in encrypting laptops for all 4,000 employees, bringing Hulu to proper security standards.
- Worked with IT Services to provide top-level support for the Walk-Up Desk.
- Created a proper escalation path for IT Services to ensure critical support requests were addressed promptly and effectively.
IT Support Specialist
SpaceX
04.2016 - 07.2018
- Supported critical production equipment and provided AV support.
- Trained new hires on IT systems and processes.
Collaborated with the Engineering team on imaging and troubleshooting via SCCM / MECM. - Offered Exchange support and developed tools to monitor conference room health status.
- Configured and tested new software and hardware, ensuring compatibility and efficiency.
- Delivered remote support for off-site employees, resolving technical issues swiftly without impacting job performance.
- Maintained comprehensive documentation of IT systems, processes, and procedures, facilitating easy access and reference for team members.
- Removed malware, ransomware, and other security threats from laptops and desktop systems.
- Collaborated with InfoSec to develop an approved software list and evaluated new software to ensure safety and compliance within the company.
Education
Bachelor of Science - Robotics
Arizona State University
Tempe, AZ 08.2016 - 06.2020
Skills
Executive & VIP Support
Standards, SOPs & Process Creation
Team Leadership & Scaling (2→6 at SpaceX)
AI Automation (Google Vertex AI)
Microsoft 365 / Intune / JAMF / Azure AD
PowerShell / SCCM / MECM
Secure Smart Environments (Control4)
Project & Ticket Tracking Systems
AV Design & Production Reliability
Incident Response & Documentation
Google Suite
Hiring and Training
Timeline
Executive IT Engineer
Citadel
05.2025 - Current
Sr. Executive IT Support Specialist
SpaceX
07.2018 - 04.2025
IT System Analysts
Hulu
01.2018 - 07.2018
Bachelor of Science - Robotics
Arizona State University
08.2016 - 06.2020
IT Support Specialist
SpaceX
04.2016 - 07.2018