Eli Ortiz Email and Phone Number

• Participate in new client onboarding review meetings with the sales team when required.• Participate in kickoff and onboarding projects where required in the onboarding process.• Conduct client business process review using the ConnectOn standards during onboarding.• Conduct new client knowledge transfers to internal service teams during or after onboarding.• Audit onboarding projects to confirm implementation standards have been met before closure.• Proactively always… Show more • Participate in new client onboarding review meetings with the sales team when required.• Participate in kickoff and onboarding projects where required in the onboarding process.• Conduct client business process review using the ConnectOn standards during onboarding.• Conduct new client knowledge transfers to internal service teams during or after onboarding.• Audit onboarding projects to confirm implementation standards have been met before closure.• Proactively always engage and remain engaged in client IT business planning.• Schedule, prepare for, and conduct formal Technology Steering Meetings with each assigned client at minimum, within their contracted terms of required steering meetings• Provide client with overall IT strategy and management including:o Technology standards & best practices alignment using the ConnectOn Technology Stacko Technology hardware and software lifecycle management,o IT budget planning,o Assist clients in the technology decision-making process by consulting for ROI/TCO (return on investment/total cost of ownership) calculations. o Coordinate technology vendor presentations and prepare side-by-side solution comparisons, o Prepare for and conduct presentations to executives, technology officers, and stakeholders when appropriate.o Provide clients with meaningful reports, including KPIs and benchmarks where appropriate to ensure that ConnectOn Managed IT Environments are operating at optimal levels, and the business impact of tech investments are being leveraged. • Work in concert with the ConnectOn Solution Design Team to input requests for proposals and quotes for the assigned managed client base.• Oversee the timely output of technology solutions required for presentation to the client base. • Maintain activity playbook to align to position target key performance indicators.• Participate in the development of departmental improvement initiatives. Show less

• Level II support of Big Sur’s existing services offering, to include "managed services" customers of Big Sur which often requires support outside normal business hours• Bench based support – machines may come onsite for Virus removal / troubleshooting• Addressed, assisted, and resolved escalated calls from level I technicians• Responsible for monitoring and supporting our “Cloud Offerings” i.e. Managed Backup, Managed Email, Managed Hosted Servers, and Managed Monitoring… Show more • Level II support of Big Sur’s existing services offering, to include "managed services" customers of Big Sur which often requires support outside normal business hours• Bench based support – machines may come onsite for Virus removal / troubleshooting• Addressed, assisted, and resolved escalated calls from level I technicians• Responsible for monitoring and supporting our “Cloud Offerings” i.e. Managed Backup, Managed Email, Managed Hosted Servers, and Managed Monitoring Services• Assistance with scheduling engineers, assisting Director of Professional Services on administrative tasks related to customer support and maintenance• Managed Monitor Services Primary Lead – responsible for all alerting functions• Create/modify processes and procedures documents related to a wide variety of IT systems, software, and client-specific applications Show less

• Responsible for hardware/software administration and technical services including network, A/V, and VOIP• Systems administration of network/security hardware and software, including installing, configuring, and maintaining servers, and other computer systems• Troubleshoot end user issues via on-site, help desk, and remote support• Interface with subject matter experts and end users to resolve problems and drive process• Installation, configuration, and monitoring of all… Show more • Responsible for hardware/software administration and technical services including network, A/V, and VOIP• Systems administration of network/security hardware and software, including installing, configuring, and maintaining servers, and other computer systems• Troubleshoot end user issues via on-site, help desk, and remote support• Interface with subject matter experts and end users to resolve problems and drive process• Installation, configuration, and monitoring of all technology• Level II support for over 30 small and medium business clients Show less

• Network and systems administration for small businesses • Project management for new store openings and remodel • National enterprise level deployment of datacenter, telco, CCTV, POS, and wireless equipment for companies such as Walmart and Sam's Club, Dollar General, Omega, Darden Restaurants, Waffle Houses and more

• Coordinated and supported installation of data communications network hardware including, but not limited to routers, switches, hubs, servers, terminals, printers, personal computers, controllers, multiplexers, etc. as outlined and documented in assigned project(s) and/or initiative(s).• Provided ISD Level II support services for problem calls escalated by the ISD Help Desk and coordinate with UPMC personnel and vendors to resolve issues. Report back to ISD Help Desk and user on problem… Show more • Coordinated and supported installation of data communications network hardware including, but not limited to routers, switches, hubs, servers, terminals, printers, personal computers, controllers, multiplexers, etc. as outlined and documented in assigned project(s) and/or initiative(s).• Provided ISD Level II support services for problem calls escalated by the ISD Help Desk and coordinate with UPMC personnel and vendors to resolve issues. Report back to ISD Help Desk and user on problem status until resolved.• Provided support as required by ISD's Disaster Recovery Plan.• Troubleshoot network problems on core routers, distribution switches, load balancers, VPN firewalls, etc.• Assisted in the implementation and maintenance of data or voice and data communication networks in the datacenter. • Assisted in developing basic communication software interface programs. • Tested and documented telecommunications software and protocols. • Monitored and tested hardware (i.e. Cisco and Alcatel-Lucent routers, switches, hubs etc.) remotely to more than 20 academic, community, and specialty hospitals, and more than 500 doctors' offices and outpatient sites. • Developed working knowledge of the OSI model and multiple communications protocols including routing protocols such as BGP and HSRP.• Push and commit Palo Alto and RSM firewall rules. Show less

• Responsible for hardware/software administration and technical services to over 15 client sites• Systems administration of network/security hardware and software, including installing, configuring, and maintaining servers, and other computer systems• Troubleshoot end user issues via on-site, help desk, and remote support• Interface with subject matter experts and end users to resolve problems and drive process improvements• Create custom disaster recovery plans, backup… Show more • Responsible for hardware/software administration and technical services to over 15 client sites• Systems administration of network/security hardware and software, including installing, configuring, and maintaining servers, and other computer systems• Troubleshoot end user issues via on-site, help desk, and remote support• Interface with subject matter experts and end users to resolve problems and drive process improvements• Create custom disaster recovery plans, backup solutions and responding accordingly using on-site or hosted solutions• Design systems architecture to address administrative, technical, and physical safeguards for HIPAA compliance• Train end users on custom implementations• Direct project management activities including estimation, technical proposals, execution, and final delivery• Supervise technicians for productivity and quality while encouraging employee development• Proactively promote and sell company services and products • Enterprise installation of Microsoft SQL Server, Exchange, Windows OS (server and client editions) and TCP/IP networking essentials• Additional experience includes: running in-wall/in-ceiling cables, terminating/testing connections, POS systems, PBX, audio/video hardware (including surveillance systems), and software deployment; setting up, servicing, and maintaining copiers and printers Show less

* Perform satellite television installs, upgrades, and downgrades and assured proper satellite services to the customer

* Plan and prepare store layout pre-opening while developing and driving the strategies, policies, quality control and budget initiatives for the store* Manage, coach, motivate, and mentor employees where the primary focus was to put the customer first and determine processes for delivering the highest quality service to the customer* Accountable for cash management, inventory, human resources and loss prevention* Arrange and host local and regional community events to increase… Show more * Plan and prepare store layout pre-opening while developing and driving the strategies, policies, quality control and budget initiatives for the store* Manage, coach, motivate, and mentor employees where the primary focus was to put the customer first and determine processes for delivering the highest quality service to the customer* Accountable for cash management, inventory, human resources and loss prevention* Arrange and host local and regional community events to increase store awareness using resources such as local councils, public affair managers, and lobbyists Show less