Patrick John Gutierrez Email & Phone Number

Honolulu, Hawaii, United States

Central Luzon, Philippines

Region Iii - Central Luzon, Philippines

- Ability to support basic network troubleshooting and internet connectivity issues- Troubleshooting issues with remote connections at the desktop level and escalate tickets when required- Knowledge of common network services and protocols such as: DNS, TCP/IP, FTP, HTTP, etc. - Utilizing troubleshooting tools including but not limited to Ping, Nslookup, Tracert, Telnet, Task Manager, Performance Monitoring, Process Explorer, Check Disk, via PRTG, and Kaseya- Installing and troubleshooting of Desktops, Laptops, Printers, Peripherals, Routers, Access points, and other network facilities- Evaluating network performance issues including availability, utilization, throughput, goodput, and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network policies and procedures- Maintaining network performance by performing network monitoring and analysis, and performance tuning; troubleshooting network problems; escalating problems to Internet Service Providers, “Comcast”, “AT&T”, “Aptech”, etc.- Collaborating with the network team in managing VPN for end users, including, installing and configuring VPN applications such as “Cisco Any Connect”, “FortiGate”, etc.- Providing/Denying access to end users that request specific access to certain websites through the firewall’s web filter.- Installing and managing various Unified Communication Servers mainly IP-PBX, “Elastix”, “Issabel”, etc.- Creating and configuring PBX Extensions on various brands of VoIP Phones, “Cisco”, “Yealink”, “Polycom”, and “Grandstream”- Managing inbound/outbound routes, dial plans, time groups, call forwarding, trunks, IVR(s), queues, etc.- Evaluating call logs, recordings, missed call history, and managing user accounts, user groups, and permissions- Configuring IP-PBX settings with basic Asterisk-CLI commands

Region Iii - Central Luzon, Philippines

- Delivering outstanding customer service, superb technical support to end-users, and maintaining a high-standard service, with consistent customer satisfaction rating.- Installing and troubleshooting client operating systems including Windows XP, Windows 7, Windows 8, Windows 10, Linux, and MacOS- Installing, configuring and troubleshooting local and network printers – local installations, and via GPO- Installing, configuring, and troubleshooting email and Outlook related issues through various mail hosting servers, Office 365, Network Solutions, GoDaddy, Applied Systems, along with Windows' SMTP Servers, Windows Server 2008, 2012, 2016. - Managing Office 365 including creation of mailboxes, distribution lists as well as configuring forwarders, archival, mail flow, etc. - Analyzing and troubleshooting issues related with computer performance and system degradation- Managing/removing malwares through various anti-virus applications, Webroot, AVG, ESET, etc. - Support customer’s application such as "Magaya: Leading Logistics and Supply Chain Management Software", "QuickBooks: Accounting Software Package", "Applied Systems: Insurance Technology & Software for Independent Agencies", "Load Plus: Freight Management System", etc.- Working with various support systems to manage, create, resolve, and communicate with customers through a ticketing system, via Zoho Desk, and Autotask- Maintaining an updated and detailed documentation of customer’s infrastructure using SharePoint and Autotask- Working with various remote tools that increases efficiently with the support service given to customers via GoToAssist, Kaseya Live Connect, TeamViewer, Anydesk, Zoho Assist, LogMeIn, etc.- Monitoring devices’ performance and health status via “Kaseya: IT Management Software and Monitoring Solutions”, and “PRTG: Network Monitor” along with proactively acting upon these alerts

Region Iii - Central Luzon, Philippines

- Effectively managed a large volume of inbound support calls in a friendly and courteous manner, and expedited calls to engineers- Provided exceptional customer service by listening to customer needs and concerns- Obtained and evaluated all relevant information to handle customer inquiries- Verified and created new support users as needed in support system (Zoho Desk)- Maintained monthly log of support calls, recorded details of inquiries and actions taken to track ongoing issues, and at the end of the shift send all call logs to team leader- Directed non-support calls to appropriate personnel for assistance- Worked with Customer Relations Manager (CRM) and sales teams to address and resolve customer issues efficiently- Processed scheduling requests for support calls, webinars and installations- Rigorously evaluated and identified opportunities to drive process improvements that positively impact the customer experience and the companies work flow/processes. Obtained and evaluated all relevant information to handle customer inquiries.

Region Iii - Central Luzon, Philippines

- Provided assistance to customers through phone, email, webchat and remote desktop assistance- Monitored and documented regular backups and escalated any issues found within backups to the NOC team- Assisted with basic software, hardware, network troubleshooting, and deployment of computers, printers, peripherals, switches, kiosks, and servers- Installed, configured, and managed Windows, and Linux operating systems- Deployed a functional Elastix server as a final project