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Andres Ortega

@andresortega1

Senior IT support specialist at Equifax Costa Rica who handled Level 2 support and IAM operations for global users.

At Equifax Costa Rica, I delivered Level 2 enterprise technical support to global users in a highly regulated environment. I handled support requests and troubleshot Microsoft 365, Active Directory, Microsoft Entra ID, VPN, MFA, and Citrix issues.

I supported IAM operations through user provisioning, account administration, access requests, password resets, and identity verification. I used ServiceNow to document incidents, manage escalations, and support SLA compliance.

Previously, I provided enterprise IT support at DXC Technology and installed and maintained systems and network equipment at Rockwell Collins Aerospace. I also supported operational processes using SAP and Active Directory, and contributed to internal knowledge-base documentation.

Experience

Work history, roles, and key accomplishments

Global Helpdesk Support Senior

Equifax Costa Rica

Jan 2022 - May 2026 (4 years 4 months)

Delivered Level 2 enterprise technical support to global users in a highly regulated environment, handling 10-50 support requests per day. Troubleshot Microsoft 365, Active Directory, Microsoft Entra ID, VPN, MFA, Citrix, and enterprise application issues, and supported IAM operations.

Microsoft 365 Active Directory Microsoft Entra ID VPN MFA Citrix ServiceNow IAM Okta Incident Management SLA Management Escalation Management Knowledge Base Documentation

Senior Process Executive

Infosys BPM

Oct 2021 - Feb 2022 (4 months)

Supported operational and customer-focused business processes in a metrics-driven environment. Analyzed workflows and collaborated with cross-functional teams to improve process efficiency and service delivery.

Process Improvement Workflow Analysis Cross Functional Collaboration Service Delivery

IT Help Desk Support / ILC Backup

Rockwell Collins Aerospace

May 2020 - Nov 2021 (1 year 6 months)

Installed and configured computer hardware, software, systems, network equipment, printers, and scanners. Monitored and maintained computer systems and networks, and responded to service issues and requests in a timely manner.

Hardware installation Software Installation Network Equipment Printers Scanners System Monitoring SAP Active Directory IVR

Information Help Desk Support

DXC Technology

Oct 2019 - Nov 2021 (2 years 1 month)

Provided enterprise IT support to users across multiple regions, troubleshooting hardware, software, account-access, and connectivity issues. Administered Active Directory accounts, passwords, and access requests, and documented technical resolutions.

Active Directory Microsoft Technologies VPN Remote Support Service Desk SLA Escalation Management Knowledge Base

Fraud / Credit Account Agent

Sykes Latin America S.A.

Aug 2013 - Mar 2015 (1 year 7 months)

Managed customer account processes while maintaining accuracy and productivity standards. Identified potential fraudulent activity involving customer and business accounts and applied established procedures to support fraud-prevention activities.

Fraud Prevention Account Management Customer Service Time Management

Warehouse Coordinator Assistant

TICAL S.A.

Jan 2012 - Mar 2013 (1 year 2 months)

Assisted with incoming product organization, inventory control, and daily workflow coordination. Supported Microsoft Office and performance-reporting tasks.

Inventory Control Microsoft Office performance reporting Workflow Coordination