Juan Carlos Gutierrez Email & Phone Number

Redlands, CA, US

California, United States

• Assisted admins by troubleshooting a variety of software products in the education environment. This includes web filtering, monitoring of Microsoft or Google services, classroom monitoring softwares, Mobile Device.
• Resolving issues with filter customers based on the filtering method implemented that can be unique to their environment. We offered DNS, smartPAC, and extension filters which I would use to determinehow to logically.
• General understanding of SIS integrations from a variety of sources including OneRoster, Clever, and Classlink. Securly and Dyknow Classroom offer SIS integrations for classroom management where Iwould dive in further.
• Good understanding of Mobile Management systems and troubleshooting issues on the platform with Apple devices. This includes a good understanding of how to properly configure AppleSchool Manager to communicate to the.
• Utilized Zendesk for ticket tracking and documentation, ensuring timely resolution and records of all customer issues. I also used Salesforce to seek information on accounts and to see who thecustomer success manager.
• Acknowledging escalations by promptly creating Jira tickets for the development teams depending on the product. I also escalated to the escalation manager when all avenues of troubleshooting have beencovered with.

California, United States

• Assisted teachers and students with issues regarding the Canvas Learning Management System and integrated third-party applications.
• Collected caller information by creating tickets within Salesforce, followed guidelines provided by each school on how to further assist them.
• Escalated tickets to L2 support when issues couldn’t be resolved, after replicating issues within my sandbox, examining the community knowledge base, and reaching out to other support engineers withinSlack channels.
• Provided follow-up emails once the issue was resolved explaining what we covered, along with links to guides that could be referenced.

San Bernardino, California, United States

• Provided in-depth support to customers about rentals, professional audio set ups/routing and general product knowledge.
• Resolved a wide variety of customer issues with a process of elimination mentality (power, connection ports, cables, hardware etc.)
• Troubleshot hardware and software issues involving recording and live sound with both Mac and PC setups.
• Answered high volume calls instore sometimes involving issues with products where I had to explain step by step how to resolve them (software and hardware).