Eric Gutierrez Email & Phone Number

Maitland, Florida

• Manage laptop and desktop solutions for executive and remote users• Build and deploy base images in WDS for rapid deployment• Repair laptop and desktop hardware; process RMA's as necessary• Install Citrix thin clients for office and branch personnel• Manage and maintain camera security system for corporate and branch offices• Travel to 24 branch offices for installations, projects, and issues that require onsite attention• Troubleshoot advanced issues escalated by the Helpdesk Support Specialist• Coordinate with System Administrator and Network Engineer for complex installations• Support the Helpdesk Support Specialist during periods of high incident volume• Perform special projects as assigned by the Director of Information Technology

Maitland, Florida

• Extended responsibilities beyond the Contractor position• Manage user accounts in Active Directory, Exchange for Office 365, Fiserv Financial Service technologies, and various vendor systems managed by IT• Research and resolve complex issues• Test and repair peripherals to redeploy to branches• Package and ship replacement equipment• Provide support for branch personnel during evening and weekend hours• Produce documentation for IT procedures and complex issue resolution• Manage hardware assets using Wasp inventory software• Maintain user access list to measure system compliance• Assist the Desktop Support Specialist with special projects as assigned

Orlando, Florida Area

Helpdesk Support Specialist ContractorAxiom Bank, N.A. in Maitland, FLNovember 2017 - February 2018• Respond to service calls, troubleshoot, and resolve reported issues in a timely manner; escalate calls when necessary• Prioritize calls and requests according to business and productivity impact• Collaborate with other IT staff and vendors to resolve issues• Follow up on all outstanding tickets until completely closed and ensure client satisfaction through the entire resolution process• Support branch, office, and remote personnel using remote technologies (Citrix, Bomgar, VPN)• Generate reports for management to review performance metrics• Communicate ticket progress and status to management• Ensure all requests are properly recorded, managed, and resolved in the ticketing system• Contribute to internal Knowledge Base and act as a point of reference for other IT staffField Technician ContractorColorvision International Inc. (Amazing Pictures) in Orlando, FLJune 2017 - September 2017• Provide phone and field technical support for photography sales staff in Orlando area• Service equipment after-hours to ensure optimal performance and reduce downtime• Configure and install PCs, printers, cameras, and other devices at client sites• Track service calls, tasks, and projects using a SLA monitoring system• Contribute to an internal Knowledge Base• Diagnose and repair PCs, photo printers, and other devices that return from the field• Troubleshoot various issues with software, PC hardware, printers, cameras, network equipment, monitors, peripherals, kiosks, and other devices

Orlando, Florida Area

• Maintain the WDS server and manage images and driver packages• Support virtual servers via VMware vSphere• Perform backup operations using Veritas Backup Exec• Configure an encapsulated training class environment for our international client• Provide critical on-site support for an international facility• Administer access controls via Active Directory and Group Policy• Configure accounts and manage AD permissions for new users• Responsible for offboarding user accounts and archiving important data• Manage mailboxes in Kerio Connect enterprise collaboration solution• Participate in weekend/holiday scheduled maintenance tasks• Install classroom environments and prepare devices for student training courses• Train new IT associates• Produce documentation for IT procedures• Contribute to internal Wiki and Knowledge Base

Orlando, Fl

• Assemble custom PC solutions for bleeding-edge technologists.• Deploy WDS images using PXE• Diagnose and resolve various hardware, software, OS, and network connectivity issues• Prioritize tasks in an IT ticketing system; escalate when necessary• Advance IT projects by allocating time and resources according to priority• Collaborate with engineers to handle complex problems and present results to upper management• Communicate with supervisors via end-of-day reports monitoring daily and overall progress for resolving documented, undocumented, and ongoing issues• Manage and track IT assets by recording detailed logs of their usage

• Maintained Windows-based systems school-wide by conducting tasks such as: troubleshooting hardware/software issues, hardware/software installation, laptop repair, operating system deployment, and threat removal (virus, trojan, malware, etc.).• Trained new lab technicians to independently perform the above procedures.• Trusted with administrative-level access to work within faculty and staff computer systems.

Bachelor Of Science (Bs), Information Technology

Bachelor Of Science (Bs), Computer Science