Janelli Ortiz Email & Phone Number

Santa Clara, California, United States

• Spearhead resolution of high-priority, escalated tickets, consistently meeting or exceeding Service Level Agreements (SLAs).
• Collaborate with cross-functional teams and end-users to diagnose and resolve complex technical issues, enhancing overall support metrics.
• Serve as the Subject Matter Expert (SME) for New Hire Onboarding, achieving a 95% success rate in timely equipment setup and delivery for new employees.
• Lead the imaging and deployment of systems, ensuring seamless hardware replacements and upgrades.
• Play a key role in planning, testing, and deploying software updates, patches, and security enhancements across the organization.
• Develop and maintain knowledge base articles and technical documentation, improving the efficiency of support operations.

• Provided technical support to over 200 users, consistently resolving issues while minimizing downtime and optimizing system performance.
• Demonstrated strong prioritization and multitasking capabilities in high-pressure environments, ensuring timely issue resolution.
• Supported web conferencing setups and troubleshooting, both in-person and remotely, to maintain seamless communication across teams.
• Participated in New Hire Orientations, offering IT support and answering key IT-related questions for new employees.
• Maintained conference rooms, ensuring all equipment was operational before the start of each day’s meetings.

• Managed system imaging and deployment for hardware replacements and new hires, reducing onboarding times and ensuring smooth transitions.
• Set up IT peripherals and workstations for new employees, contributing to a streamlined onboarding experience.
• Provided both in-person and remote technical support to end-users across North America, addressing a wide range of IT issues.

Lafayette, California, United States

• Traveled to various site locations to support office relocations, efficiently managing IT equipment disconnections and reconnections.
• Conducted detailed equipment inventory and documentation to ensure accuracy during office moves.

Oakland, Ca.

Desktop Administrator I

Education record

A+ Certified

Education record