Lori Ortiz, ITIL V3

Experience

• 

  United Detector Technology

  Jan 1983 - Jan 1985

  Purchasing Agent

  Research and locate potential suppliers of electronic components, computer hardware, and software. Analyze vendor backlog, freight, and terms of sale. Negotiate cost and availability with suppliers; expedite parts for manufacturing needs.Manage purchasing process: creation of purchase requisition, order confirmation, and kitting for production, maintain even flow of parts through the manufacturing process. Interface information with various levels of personnel and departments.

• 

  Calibrated Resources, Inc.

  Jan 1989 - Jan 1990

  Business Manager

  Manage a water conservation project from start-up to finish. Interview, hire, and supervise up to 8 installers in a water retrofit program.Maintain office records; bookkeeping, reports, payroll, and personnel files.Master new software, implement application, and train employees in its use.

• 

  MaxServ

  Jan 1994 - Jan 1995

  Technical Support Specialist

  Assisted customers; troubleshooting computer hardware and software issues, and home appliances. Utilized technical knowledge, retrieved information from various sources, and conveyed information to the customer, in an understandable manner. Proficiency with MSOffice applications, DOS, and Windows. Maintained current knowledge of subject matter and technical skills for the businesses supported.Awarded Top Performer; regularly stack ranked in top 5% of network.

• 

  Dell Computers

  Jan 1995 - Jan 1996

  Technical Support Specialist

  Assisted customers; troubleshooting computer hardware and software issues. Utilized technical knowledge, retrieved information from various sources, and conveyed information to the customer, in an understandable manner. Proficiency with MSOffice applications, DOS, and Windows. Maintained current knowledge of subject matter and technical skills for the businesses supported.Awarded Top Performer; regularly stack ranked in top 5% of network.

• 

  Mir & Mitchell

  Feb 1996 - Jun 1997

  Technical Support

  Provide technical support to medical offices for electronic claim submission.Modem and transmission troubleshooting.

• 

  Sears Holdings Corporation

  Jun 1997 - Feb 2009

  Sales & Service Team Manager

  Participate in a Curriculum committee that helps develop training material, and in a Consistency Committee between the different lines of business, to serve as a liaison between Operations and Training.Sears "Top TM" Award (4 of last 6 months) based on team metrics. Facilitated week long transition class, and supervised class attendees; coordinated transition from classroom to department; provided performance feedback through informal communications, formal classroom progress reports, and deficiency management.Created and maintained a Transition Procedure Manual, which encompassed all required curriculum for new associates; the manual was adopted by the company to assist in facilitating future transition classes. Participate in the interviewing process and make hiring decisions. Administer motivational programs, address human resource issues, such as attendance and interpersonal conflicts in the workplace, and handle escalated customer issues. Served as a backup for payroll prep.Coached to "fix rate" percentages, which saves the company money by troubleshooting and resolving product related issues over the phone, eliminating the need to dispatch a technician to the home. Show less

• 

  Invenio Marketing Solutions

  Nov 2009 - Apr 2011

  IT Support Specialist

  Support IT department, Account Managers and our Call Coaches by providing administrative, logistical, reporting and project management, coordination and support. Providing support on the floor for all system related issues. This includes: Coming up to speed quickly on common issues/fixes; Identifying common themes in these issues to make recommendations to IS/management on long-term fixes to improve productivity/reduce downtime.

• 

  CORRIDOR Aviation Service Software

  Aug 2011 - now

  Execute SQL data updates on both the customer production and test database schemas. Coach, manage, and develop agents for promotion and success. Consistently model attributes including valuing diversity and communicating openly to accommodate their ongoing growth and to ensure that maximum profitability is achieved.Resolve and document Client escalation issues with a continuous focus on Client Satisfaction. Provide phone and electronic support for CORRIDOR, an aviation-specific enterprise software application. Resolve and document Client software issues with a continuous focus on Client Satisfaction. Document and track software improvement opportunities through its Quality Cycle.

  • Technical Support Agent

    Mar 2021 - now

  • Senior Product Support Specialist

    Jun 2013 - now

  • Product Support Specialist

    Aug 2011 - Jul 2013