Open to opportunities

Juan Ortiz

@juanortiz

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Experienced IT support leader specializing in desktop support, incident triage, and team management.

United States

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What I'm looking for

I seek a hands-on IT support or technical leadership role where I can mentor teams, manage deployments, and improve incident resolution in a collaborative environment.

I am an IT support professional with extensive hands-on experience in desktop and onsite support, remote troubleshooting, and incident triage across healthcare, aerospace, and enterprise environments. I have led and managed teams of frontline technicians, coordinated large refresh and deployment projects, and supported thousands of end users using tools like ServiceNow, SCCM, Bomgar, and Active Directory.

I excel at coaching, training, and recruiting helpdesk staff, building strong client relationships, and resolving escalated technical issues. My background includes Windows and Mac OS support, basic networking (TCP/IP, DNS, AD, Azure), cloud/Office 365 support, and working in both private and non-profit sectors to deliver reliable IT services.

Experience

Work history, roles, and key accomplishments

Desktop Support Technician

Collins Aerospace

Jul 2025 - Jan 2026 (6 months)

Provided walk-in and remote desktop/laptop support for Windows 10/11, triaged incidents, and onboarded new hires, improving resolution times and equipment readiness.

Windows 10 Remote Support Triage Onboarding ServiceNow SCCM Active Directory

Onsite Support Manager

Northrop Grumman

Apr 2024 - Mar 2025 (11 months)

Managed a team of 17 onsite technicians across California, led client relationship management, coached staff, and oversaw refresh and incident resolution projects.

Team Management Client Relations Incident Management Onsite Support Coaching Performance Monitoring Active Directory

Information Technology Support Specialist

Roth Staffing

Mar 2024 - Jul 2024 (4 months)

Served as consultant/advisor on a refresh project, provided Active Directory and O365/Azure support, troubleshot incidents, and supported Teams conferencing for staff.

Active Directory Office 365 Azure Software Deployment Ticketing Systems

IT Help Desk Lead

Molina Healthcare

Dec 2020 - Feb 2024 (3 years 2 months)

Led help desk supporting 5,000+ users, managed a direct team of 17 and oversight of 65 L1/L2 reps, ran daily scrums, triaged incidents, and improved ticket resolution via ServiceNow.

Help Desk Support ServiceNow Active Directory Bomgar Genesys Triage Azure

Desktop Support Technician II

Covance

Feb 2018 - Jun 2020 (2 years 4 months)

Provided on-site and remote support for 5,000+ users across North America and LATAM, supported a 200-agent call center, triaged incidents, and managed deployments with SCCM.

ServiceNow SCCM Active Directory Bomgar LAPS Imaging Call Center Support Remote Support

IT Consultant

UC San Diego Health

Nov 2017 - Jan 2018 (2 months)

Contract IT consultant supporting medical staff across five hospitals with remote desktop, imaging via SCCM, printer and phone troubleshooting, and basic network support.

SCCM IT Support Phone Support Ticketing

Computer Support Technician

ArchHealth Partners

Jan 2017 - Sep 2017 (8 months)

Provided corporate support to medical staff including Bomgar remote support, Cisco phone/Cisco Call Manager troubleshooting, desktop/laptop imaging with KACE, and call center support.

Bomgar KACE Active Directory Imaging Call Center Support Outlook

Help Desk Coordinator

University of California San Diego

Aug 2016 - Oct 2016 (2 months)

Coordinated a team of six student workers, provided SCCM remote support, basic Active Directory assistance, and trained staff on email security and ticket assignment in Maximo.

SCCM Active Directory Remote Support Team Coordination Email Security Ticket Assignment

Help Desk Analyst

ArchHealth

Apr 2016 - May 2016 (1 month)

Managed and troubleshot tickets using KACE, provided remote desktop support, assisted staff with NextGen and Active Directory tasks, and handled basic network/printer issues.

KACE Active Directory NextGen Support Printer Troubleshooting Ticketing User Support

Desktop Support Analyst

Fairfield Residential

Aug 2015 - Dec 2015 (4 months)

Provided remote support and ticket resolution for 225+ management offices, supported Okta browser apps, Outlook/Office 2013, and used Meraki dashboard and Dell KACE for imaging.

Okta Remote Support Outlook Imaging Ticket Troubleshooting

Remote Deployment Technician

CareFusion

Jun 2015 - Aug 2015 (2 months)

Supported Pyxis medstation devices remotely using Bomgar/Axeda, created SAP trouble tickets, and performed software upgrades and customer follow-ups.

Bomgar Axeda SAP Remote Support software upgrades Ticketing Customer Service

Helpdesk Technician

Mitchell1

Oct 2014 - Apr 2015 (6 months)

Provided technical support and remote desktop assistance to automotive repair shops, installed management software and SQL 2008, and supported 30+ customers daily.

Installation Technical Support Imaging Troubleshooting Customer Support

Walk-up Support Technician

Sempra

Apr 2014 - Aug 2014 (4 months)

Provided walk-up and remote support for 500+ developers, performed AD basic admin, software installs, laptop repairs, and managed tickets and Microsoft Configuration Manager tasks.

Active Directory Configuration Manager Remote Support Ticketing Installation Network Support

Computer Support Technician

Chula Vista Elementary School District

Jul 2013 - Feb 2014 (7 months)

Supported daily school operations with desktop/laptop/MacBook repairs, educational software installs, printer setup, and network support for 500+ devices.

Printer Setups Network Support Imaging Help Desk

Help Desk Support Technician

Excel Distribuidora

Jun 2012 - Sep 2013 (1 year 3 months)

Supported solar panel manufacturing operations with hardware/software troubleshooting, Zebra printer support, inventory management, and image creation using Ghost tools.

Inventory Management Remedy Customer Support Windows

HR Recruiter

Master Sky Television

Apr 2012 - Jun 2013 (1 year 2 months)

Conducted candidate interviews, administered exams, managed employee records, and supported hiring processes for sales personnel.

Recruiting Interviewing Onboarding HR Documentation Hiring

Field Technician

ICSSI Comercial

Oct 2012 - Feb 2013 (4 months)

Provided on-site support to retail, warehouse, and financial clients, handled service calls, maintained and imaged desktops using Ghost, and performed hardware repairs.

Imaging (Ghost)Field Support Customer Service Troubleshooting Service Calls

Computer Services Consultant

Infosistemas

Sep 1999 - Dec 2012 (13 years 3 months)

Owned and operated consulting business delivering on-site hardware/software troubleshooting, scheduled maintenance, POS support, and technology training for Baja California clients.

On Site Training Consulting Sales Customer Service