Nelson Ortiz

Deskside Technician I
Epsilon Inc — Nov 2024 to Present

• Serve as the primary Tier III escalation point for persistent or unresolved technical issues, applying advanced diagnostic techniques across Windows, macOS, and secure workstation environments
• Manage user account administration through Active Directory, including complex permission assignments, group policy enforcement, OU restructuring, and secure credentialing with CAC/PKI systems
• Troubleshoot and remediate hardware encryption failures, system-level conflicts, and OS-level degradation, including BIOS-level issues, registry corruption, and firmware inconsistencies
• Coordinate directly with infrastructure and networking teams to resolve endpoint integration issues, assist with VLAN provisioning, and ensure seamless connectivity across classified and unclassified systems
• Utilize Remedy ITSM to track escalations, document root-cause findings, and implement recurring-issue resolutions in alignment with SLA metrics and compliance standards
• Oversee the full lifecycle of IT assets, including imaging, deployment, audit tracking, and secure decommissioning, while supporting STIG enforcement and media handling protocols within a federal environment

• Supported full-motion video surveillance systems, resolving both hardware and software issues
• Administered Linux-based environments, handled Docker deployments, and used Bash for automation
• Monitored performance metrics using Grafana and performed diagnostics during system outages
• Assisted in managing AWS EC2 instances and S3 buckets, and maintained PostgreSQL databases
• Collaborated with internal teams to investigate incidents and perform recovery operations
• Documented technical procedures and maintained user-facing guidance

• Led daily and weekly intelligence briefings for general officers and senior staff
• Analyzed intelligence reports from various sources (HUMINT, SIGINT, IMINT, OSINT) to support mission planning
• Supported counterterrorism and counterintelligence operations across multiple areas of responsibility, including USEUCOM, AFRICOM, and INDOPACOM
• Produced assessments and targeting packages used in both kinetic and non-kinetic operations
• Worked directly with allied forces including UK, Colombian, and Honduran units to coordinate shared intelligence efforts
• Provided operational analysis in support of special operations and battle damage assessments