Alex Gutierrez Email & Phone Number

Thousand Oaks, Ca

Responsible for introducing numerous improvements to the helpdesk team across all areas of involvement; from better tool sets, to improved images, improved processes and a suggested realignment of the team’s technical skills to better balance the closure of helpdesk ticket workload. Successfully focused on developing standardized images to improve PC performance and faster turn-around on imaging and new deployments. I developed SCCM 2012 application packages for enterprise apps such as MS Office 2010, Adobe Acrobat and others. Currently helping the support team to better handle the transition to a more structured and efficient team to support a growing company while also making improvements on customer service expectations. Accomplishments to date:• Developed and standardized images reducing processing time by approx 45 minutes per image. • Successfully recommended changes to asset tracking, reporting and computer naming standards. • Recommended a review of desktop/laptop hardware standards to better fit the company’s needs. • Successfully developed and deployed applications via SCCM 2012.• Project leader during a successful deployment of MS Office2010 across all US-based workstations.• Implemented a plan to successfully replace a number of MFP printers to various departments.

Camarillo, Ca

As hands-on support manager, I supervised a team of up to 7 technicians on 2nd- 3rd level helpdesk requests. Directed contractors on printers & desk phone/PBX support and directed vendors on wiring/fiber expansions. I helped team increase technical expertise, develop interpersonal skills, set project priorities, and managed IT communications. I scheduled PC replacements on 3 year cycle, developed images, and helped set hardware standards. I collaborated with HQ and other IT groups to plan/deploy major releases such as AV, VPN, encryption, MS Office Suite and emergency patching. Monitored network equipment, servers and datacenter and triaged with internal/external groups. I liaised with non-IT leaders to increase productivity using IT services and was go-to for account & hardware setup on new hires or recovery and timely account cancellation on terminations.Major Accomplishments:•Transitioned site to network MFPs removing over 250 desktop printers achieving monthly savings.•Enhanced productivity by better use of MFP copy & PDF sharing and increased printer reliability. •Key site developer of PDA connectivity including Visto, Goodlink, Blackberry and MobileIron. •Developed Ghost PC images reducing computer processing by approximately 80%. •Improved first-call resolution by introducing flowcharts detailing most common issues to helpdesk.•Developed an efficient support group on record for timely processing of helpdesk ticket requests.•Transitioned group from 7 to 3 technicians as company downsized while maintaining high SLA’s.

Camarillo, Ca

Performed application support on fast paced 24/7distribution operations, fixed barcode printer issues and customized installations. Promoted in ’96 to computer analyst; was responsible for account management, PC troubleshooting, and strived for continuous improvements in software/ hardware installations. Monitored helpdesk queue maintaining quick resolution, and maintained high customer service levels on all service requests. Was group leader in improvements to PC reliability, documentation and in-depth training of new members of the support group.Major Accomplishments: •Led development of documentation for client installations and best practices for IT support group.•Established support strategies to increase PC reliability especially for VIP and production. •Established PC hardware standards facilitating repairs, increasing redundancy and reducing costs.•Was key member in organizing and supporting quarterly offsite executive meetings. •Led effort to establish a dedicated support technician for all VIP and executive service calls.•Developed protocol for support of video conferencing establishing standard to follow.•Recipient of Technicolor President’s Award for excellent customer service in the IT group.•Setup isolated network interfacing with legacy barcode readers and decreasing contamination.•Established a training room with 20 PCs configured for fast adaptation for each training module.

Carson, Ca

Supervised a team of 6 video technicians responsible to create check cassettes and processing studio content in preparation for duplication in the Laserdisc format. Primary duties were to maintain group schedules and making sure priority jobs completed on time but also editing for logos, company banners and correction of digital errors on urgent jobs. Also worked on offlining procedure for very detailed programming of video content for scene and chapter searches particularly for Laserdiscs in the CAV format where programming was designed to display a specific graphic for each frame of the disc. I occasionally worked with engineers to introduce new video equipment to editing bays and document procedure for use of equipment by rest of the team.Major Accomplishments: •Helped transition off 1” Ampex reel VTRs to Sony digital cassette VTRs at the editing bays. •Increased cohesion and direction with 15 minute meetings setting shift priorities and projects. •Setup computer workstation for work scheduler and video depository for use on editing bays. •Worked with other departments on high quality standards and to achieve ISO9000 certification. •Established cross training sessions to increase technical abilities for entire team.