Carlos Cortes

Experience

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  Gaylord Palms Resort

  Jan 2010 - Sept 2010

  IT Technician

  • Documented issues in details using Track It and Hot SOS ticketing systems for hotel staff and guests.• Diagnosed software and system failures using established procedures. • Determined the most effective solution to minimize hotel staff and clients downtime.• Troubleshoot remote workstations using Remote Access.• Setup network and phone lines for upcoming events in exhibit halls and conference rooms. • Configured and troubleshoot Cisco and Wireless network for hotel clients. Show less

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  SunGard Higher Education

  Dec 2010 - Jan 2011

  Help Desk Support Technician

  • Provided outstanding customer service support to students and staff from multiple colleges in resolving moderate to complex technical problems by accessing information through remote servers and using Active Directory to modify and fix account issues.• Diagnosed software and system failures using established procedures to determine the most effective solution to minimize downtime.• Troubleshoot online environment (Blackboard and Angel) utilized by students and faculty.• Documented issues in details using HDO5 and SNOW ticketing systems for every call received. Show less

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  Florida Hospital

  Jan 2011 - Jul 2011

  Refresh IT Support Technician

  • Identified the need and assisted in creating a new process that enabled the team members to accurately locate and map PC’s locations.• Installed and configured PC images for equipment that is going to be deployed for the week. This includes creating documentation for new equipment, tagging, installation and configuration of software, integrate new equipment to hospital network, testing of equipment and setting up user or group accounts for individual PC and assigning tech that will deploy PC’s. • Deployed new PC equipment to multiple campuses and meet and exceeded weekly quotas by 10 percent. Show less

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  Trinity Preparatory School

  Sept 2011 - May 2016

  - Managed the school's technology infrastructure, including the school-wide local area network.- Directed efforts to improve wireless usage for both students and faculty members.- Implemented a new email system for the school.- Provided quality desktop support for 500+ users.- Implemented a streamlined solution to efficiently configure workstations.- Procured and supported the integration of the new 500MB Internet backbone for the school's network- Oversaw the creation of a new help desk ticketing system.- Implemented device and data security tools in a BYOB environment- Mitigated risks of data loss with robust backups and disaster recovery plans.- Developed policies and trainings for proper usage of computers and systems. Show less

  • Help Desk & MSON Tech Support Coordinator

    Aug 2015 - May 2016

  • 1 to 1 Tech Support Coordinator

    Sept 2011 - Jul 2015
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  Father Lopez High School

  May 2016 - May 2018

  Technology Services Coordinator

  - Managed the school's technology infrastructure, including the school-wide local area network.- Directed efforts to improve wireless usage for both students and faculty members.- Implemented a new email system for the school.- Provided quality desktop support for 500+ users.- Implemented a streamlined solution to efficiently configure workstations.- Procured and supported the integration of the new 500MB Internet backbone for the school's network- Oversaw the creation of a new help desk ticketing system.- Implemented device and data security tools in a BYOB environment- Mitigated risks of data loss with robust backups and disaster recovery plans.- Developed policies and trainings for proper usage of computers and systems. Show less

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  Halifax Health

  Jun 2018 - now

  - Delivered 8+ high-impact IT projects on time and within budget, driving significant improvements in stakeholder engagement. - Spearheaded the implementation of a new Intermediate Care Unit resulting in robust patient care and increased staff satisfaction. - Optimized project budgets by 10% through strategic resource allocation and vendor negotiation.- Develop project roadmaps and manage project budgets exceeding $1 million. - Led cross-functional teams of up to 25 members, fostering collaboration and achieving project milestones.- Serve as the point of contact for organization stakeholders throughout the project lifecycle, analyze business needs, and identify solutions to project roadblocks ensuring alignment with organizational goals. Show less - Oversaw day to day operations in support of an IT contract with Parrish Medical and its 12 off-site locations.- Additionally held accountability for IT operations associated with 33 off-site locations, 3 Emergency Departments, and hospital systems belonging to Halifax Health.- Positioned IT as a value-added group while establishing a direct correlation between IT services and broader objectives that included cost efficiencies, productivity, process improvements, and bottom-line profitability.- Initiated contract negotiations with service providers for Parrish Medical.- Coordinated weekly meetings/calls with technicians and leadership to review goals and project progress.- Led a 28-member team accountable for handling technical issues for Halifax and Parrish Medical facilities.- Managed an average of three projects per month while adhering to all deadlines and service level agreements.- Ensured compliance with all technical requirements and company policies. Show less - Managed the implementation of telecommunications, networks, and device deployments.- Assisted the hospital’s tier 1 and 2 technicians with escalated issues.- Coordinated hardware and software updates and upgrades.- Designed and implemented improvement strategies to increase stability and uptime.- Initiated troubleshooting functions to diagnose and resolve key issues and incidents.- Maintained communications with service integrators, vendors, and partners to address technical matters.- Collaborated with various business units and external providers to manage outages and emergency situations. Show less

  • Project Manager

    Sept 2021 - now

  • IT Team Lead

    Mar 2019 - Sept 2021

  • Sr. Technical Support Analyst (MAC)

    Jun 2018 - Mar 2019