Timothy Ortega

I’m an IT Support Professional and Systems Engineer focused on reliable, customer-first troubleshooting across endpoints, identity, and connectivity. In my current role, I provide Level 1 through 3 support for a large MSP environment, supporting 10,000+ users remotely via phone and email.

I diagnose and resolve issues across desktops, laptops, printers, mobile devices, and peripherals on both MacOS and Win 11. I also handle network connectivity problems involving LAN, WAN, and VPN configurations, while managing users in admin consoles across Microsoft and other business platforms.

I’m strong in Microsoft-focused device and identity administration, including Microsoft 365, Entra ID, Intune, and SharePoint, as well as Apple Business Manager and Mobile Device Management (MDM). I leverage tools like ServiceNow and Zendesk to keep tickets moving, document solutions, and meet SLA expectations—especially during urgent/emergency situations.

What I bring is a disciplined support approach: process improvement with senior staff, clear communication with non-technical users, and thorough documentation in knowledge bases. I also keep systems and data secure, maintaining HIPAA data protection while supporting state/federal agency environments and hybrid agency needs.