Ruben Hurtado
Chicago,IL
Summary
A results-driven IT professional with 15 years of experience in cloud and on premise infrastructure, project management, and client-focused support. Expert in service desk management, rapidly resolving technical issues, and optimizing IT operations for maximum efficiency. A strategic leader who delivers seamless IT solutions, fosters collaboration, and consistently exceeds performance standards.
Overview
16
16
years of professional experience
Work History
Manager, Technology Service
Illinois Housing Development Authority
Chicago, IL
11.2023 - Current
- Designed and implemented service desk policies and procedures that significantly improved customer experience, streamlining IT support processes for over 500 employees and increasing operational efficiency
- Led and mentored a team of six IT Specialists, conducting performance evaluations and fostering professional growth to enhance team productivity
- Designed and implemented a comprehensive incident management process, bridging communication between Business Analysts and Cyber Security teams
- Managed and maintained critical IT platforms, including Active Directory, Entra ID, Intune, and SCCM, ensuring seamless operations
- Developed and enforced Service Level Agreements (SLAs), creating efficient workflows and templates to improve service delivery
- Lead successful migration project from Windows 10 to Windows 11, overseeing planning, execution, and support to ensure seamless transition across 500+ devices, improving system performance and user experience
- Orchestrated the migration to new 'Freshworks' ITSM platform, managing end-to-end implementation, data transfer, and system integration to improve service management efficiency and reduce response times
Endpoint Support Engineer Lead
United Airlines
Chicago, Il
04.2023 - 08.2023
- Company Overview: (Contractor)
- Proficiently utilized (Workspace ONE) VMware vSphere to manage and maintain over 10,000 server environment
- Proficiently configured and maintained Windows Server Failover Clustering (WSFC) environments, ensuring high availability and fault tolerance for critical applications
- Managed Apple devices using Jamf and ABM, deploying Mac Mini Intune machines for Zoom conference rooms
- Conducted Active Directory clean-up initiatives, enhancing AD performance and improving endpoint environment management
- (Contractor)
Technical Support Team Lead
Akuna Capital LLC
Chicago, IL
11.2021 - 01.2023
- Led a service team of five, supporting day-to-day trading operations in a high-paced environment
- Streamlined processes to improve efficiency and reduce the learning curve for end users
- Implemented and documented deployment processes for Linux workstations and collaborated with stakeholders on trading floor connectivity solutions
- Supported infrastructure for corporate personnel and developers, ensuring system stability and efficiency
- Assisted traders with issues related to Bloomberg, Cloud 9 technologies, ICE Chat and internal trading applications
Sr. Service Management Engineer
VillageMD
Chicago, IL
06.2019 - 11.2021
- Scaled and optimized service desk operations, managing a team of 13 analysts
- Led IT process workflows for onboarding, offboarding, and access management, supporting company growth from 400 to over 4,000 employees
- Administered service management tools, including AWS, Azure, and Microsoft Endpoint Manager, ensuring availability and security
- Managed an MSP, overseeing vendor performance, service delivery, and contract compliance to ensure high-quality IT support
IT Support Lead
Envestnet
Chicago , IL
06.2015 - 06.2019
- Managed end-user technology support for over 3,000 users, overseeing two direct reports
- Improved SLA adherence by generating and analyzing service ticket reports
- Procured and refreshed hardware for new hires, ensuring seamless onboarding processes
Field Engineer
United Airlines
Chicago, IL
05.2009 - 06.2015
- Supported 100+ client and web-based applications, leading a large-scale rollout of over 2,000 laptops using SCCM
- Coordinated schedules and ensured successful project execution
- Provided comprehensive support to over 5,000 employees by ensuring seamless functionality of all hardware and software, while leading multiple projects to enhance system efficiency and user experience
Skills
Software: Windows 7, 10, MAC OS X, Microsoft Office365, Exchange 2007/2016, VSphere, Ubuntu, SharePoint, OneDrive, Microsoft Teams, Windows Server 2008, 2012 R2, Active Directory, Bomgar, ServiceNow, Cisco Unified Communications, VPN, DHCP, DNS, OneLogin, Okta, Norton Ghost, MDT 2012, Hewlett Packard Client Automation (HPCA), SCCM/Intune, MECM, Azure Cloud, AWS, Code42, Absolute, MSSQL, BigSQL, Global Protect, F5, Crowdstrike, Meraki, Zoom, Jamf, ManageEngine, AD Audit, ADmanager, Duo MFA
Certifications
- CompTIA A+ Certification | CompTIA Network+ Certification
- AWS Certified Cloud Practitioner | ITIL v4 Foundations Certification
Timeline
Manager, Technology Service
Illinois Housing Development Authority
11.2023 - Current
Endpoint Support Engineer Lead
United Airlines
04.2023 - 08.2023
Technical Support Team Lead
Akuna Capital LLC
11.2021 - 01.2023
Sr. Service Management Engineer
VillageMD
06.2019 - 11.2021
IT Support Lead
Envestnet
06.2015 - 06.2019
Field Engineer
United Airlines
05.2009 - 06.2015
Similar Profiles
Elena LaGiglioElena LaGiglio
Portfolio Administrator III at Illinois Housing Development AuthorityPortfolio Administrator III at Illinois Housing Development Authority
Chris BeltraminiChris Beltramini
Enterprise Business Analyst at Illinois Housing Development AuthorityEnterprise Business Analyst at Illinois Housing Development Authority
Cooper EvansCooper Evans
Multifamily Intern at Illinois Housing Development AuthorityMultifamily Intern at Illinois Housing Development Authority