Jorge Amaya Email and Phone Number

• Provide advanced support to a major healthcare account as part of an MSP provider.• Manage asset inventory including laptops and iPhones in Intune Azure.• Administer surveillance, management, and event notification of network infrastructure.• Lead and coordinate ticket queue on Service Now, ensuring compliance with SLAs.• Independently resolve system function issues through end-user interface.• Troubleshoot and resolve PC hardware and software problems.• Regularly update customers on ongoing trouble tickets and provide comprehensive issue reports.• Collaborate with Server and Network engineering teams to troubleshoot and implement IT projects.

• Create and plan the volunteer weekend services schedule.• Provide video production support and oversight for weekend services and weekday events.• Lead volunteer and contractor teams, ensuring smooth operation of video production.• Prepare and coordinate audio-visual elements for services.• Maintain and manage video production equipment and processes.• Design visual identity and aesthetic of weekend live services.• Conduct regular training sessions for video volunteer teams.• Build, develop, and lead volunteer and contractor teams of around 50 people.

• Awarded “Rookie of the Year” for wearing multiple hats and going above and beyond to ensure deadlines were hit and customers were satisfied.• Led corporate IT team, assigning projects and tasks to meet goals and KPIs.• Provided high-level IT hardware and software support, including on-site visits.• Managed Fresh Desk Support ticketing system and performed software upgrade projects.• Supported and configured Android system on touchscreen interactive displays.• Repaired and refurbished large touchscreen displays, ensuring quality control.• Assisted in improving the Return Merchandise Authorization (RMA) process.

• Installed, tested, and troubleshot company services including video, data, and telephone.• Educated customers on product use and resolved installation issues.• Completed work orders and documentation, ensuring customer satisfaction.• Maintained network integrity through preventive maintenance.

• Maintained and monitored audio and video performance of TV channels.• NOC maintenance and monitoring.• Implemented and improved backups and SOPs for quick response to signal loss.• Conducted weekly maintenance of power recovery system and signal level measurements.

• Led and coordinated IT team, assigning projects and tasks.• Implemented networks and provided Windows support.• Designed solutions for wireless and wired networks.• Provided internal support in Telecommunications and Help Desk.

• Supported administration and help desk for more than 40 companies.• Set up DNS, DHCP servers, and Fortinet firewalls.• Configured and maintained servers and network infrastructure.• Helped build the company’s main Data Center from zero and tuned it up.