Anthony Gutierrez Email & Phone Number

Pembroke Pines, Florida, United States

Miami, Florida, United States

- Manage and maintain virtual servers using VMWare vCenter and Citrix XenApp client applications.- Provide management and maintenance of Cisco phone systems (Call Manager, Contact Center, Unity and Presence)- Administer and maintain all contact center applications, users and call routes for in-house and center specific voice systems.- Train and assist support technicians as needed.- Troubleshoot and resolve any Priority 1 or 2 outages. Document all requests via SalesForce ticketing systems for both in-house and all managed healthcare centers, prioritizing each issue as needed.- Provide Level 2 system support for in-house users, South Florida public school clinics and healthcare centers across the United States.- Monitored and managed all healthcare center and local network devices within Solar Winds monitoring system and resolved any outages.- Develop and document procedures, including knowledge base articles for healthcare center users and local IT staff.- Assisted Network Operations and Application support with any maintenance patches and upgrades necessary to managed systems.

Fort Lauderdale, Fl

Experienced Voice IT Professional and Helpdesk Supervisor with the ability, but not limited to:- Administer and maintain Cisco Unified Communications Manager, Cisco Unified Contact Center Express, Cisco Unity Connection, Cisco Unified Presence and Cisco Workflow Administration systems.- Administer and maintain Calabrio Quality Management, Workforce Management and Speech Analytics.- Create and maintain Cisco Contact Center applications, call prompts, CSQs, skills, triggers and workflows.- Diagnose hardware related issues - Troubleshoot and maintain software/hardware- Ensure trouble tickets within ticketing system are attended to with the urgency needed and resolved as soon as possible.- Assign tickets to Help desk technicians as needed.- Schedule Help desk technicians as needed for all shifts.- Coach and council Help desk technicians if necessary.- Maintain IT inventory and ensure ordered parts are properly documented.- Meet with team weekly and/or daily to review tasks, procedures and any updates.- Document daily tasks and ensure all team members are on the same page.

Miami Lakes, Fl

- Reduced turnover and increased retention, thus reducing the overtime greater than had been done in the previous 4 years for the entire branch- Interviewed, hired, counseled and terminated employees for largest and most profitable branch in the company- Prepared and scheduled all unemployment cases and hearings- Responsible for all recruiting and advertising for the branch to ensure maximum flow of qualified applicants- Arranged several job fairs in Miami-Dade and Broward counties- Maintained employee information and current state licensing on company’s WinTeam system- Created and implemented several ideas and plans to reduce overtime, turnover, worker’s compensation and unemployment

A+, Network+, Windows 7, Server 2008, Icomm, Mcts, Cisco

Education record