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Tech Support Analyst II

Denver, Colorado, United States
April 24, 2019

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Michael Gutierrez

Denver, CO 720-***-****


To obtain an IT position within a strong corporation where I can use my technical background and knowledge to help move the company forward.


Software installations and upgrades

Cisco Telephone and Voicemail

Administration of Active Directory

Microsoft Exchange Server 2010

Strong knowledge of Windows 7/10

Basic network troubleshooting

Mobile device management using Mobile Iron

PC hardware troubleshooting

Good knowledge of Office 2010, 2013, 2016

Helpdesk ticketing systems

Ability to work as a team or individually

Strong communication skills


Technical Support Analyst II January 2014 – March 2019

Colorado Business Bank (CoBiz Financial)

Analyze, evaluate and resolve complex problems.

Provide access management. Administration of Active Directory

Support Microsoft applications and Web Based software.

Provide end user support for more than 200 applications via phone, email and ticketing system.

Provide accurate reporting of tickets/calls, etc. for reporting to management.

Install, configure, and maintain common end user application software.

Investigate, troubleshoot and resolve software/hardware issues

Set up and maintain desktops, laptops, mobile devices

Provide remote support for global offices via Dameware and Teamviewer.

Desktop Administrator October 2011 - November 2013

EagleXM, INC.

Work with internal customers, external customers and information technology administrators to resolve technical problems for LAN/Desktop services.

Design, install, maintain and coordinate corporate LAN and Desktop systems. Imple.ments and coordinates network policies, procedures and standards relating to LAN and Desktop systems.

Support all LAN and Desktop hardware, Microsoft applications and Internet software provided to internal and external customers.

Troubleshoots software and hardware problems related to Internet applications.

Install, maintain, and network computers, printers, and peripheral equipment.

Install, configure, and maintain common end user application software. Train and provide assistance to end-users.

Install, configure, maintain, and monitor access servers and Microsoft servers, including DNS, web, MS Exchange, network monitoring and print servers.

Install in-house software as requested

IT Technician January 2006 – October 2011

Guaranty Bank and Trust

Helpdesk/tech support

Planned and oversaw a companywide refresh of all printer and scanning equipment to newer technologies which included many new features, such as scan to PDF/email, better OCR, and back end administration pieces which allowed us to reduce our printing and work more in the digital space for documents, thus reducing our printing costs by thousands every month

Windows XP upgrades

PC/Network Specialist October 2005 – January 2006)

Riviera Blackhawk Casino

Troubleshooting and repair of PC’s and networks

Perform preventive maintenance on PC’s and servers

Field Support/Technician May 2005 - October 2005

Getronics INC.

Diagnose and repair of cash registers, back office computers

Replace system boards, hard drives and other peripherals

Maintain inventory, order replacement parts as needed

Inform customer of diagnosis and solution to problem

Computer Operator/Helpdesk March 2005 - May 2005


Monitor network and servers using MS Openview and Microsoft Operations Manager

Creating trouble tickets and escalating issues to upper level support

Answer incoming trouble calls pertaining to individual accounts, attempt to repair, and escalate to 2nd level support if needed

Senior MIS Technician April 2002 - April 2004

Bullwhackers Casinos

Troubleshooting, maintaining and repair of PC’s and networks

Administration of user end security using Active Directory

Answer trouble calls from casino departments, diagnose and repair

IT Manager June 2001 - January 2002

Blackhawk Casino by Hyatt

Prepared, implemented and directed the installation of computer hardware and software

Created, maintained and complied with the IT pre-opening budget, created fiscal year 2002

Hired, trained, managed five employees

Created, implemented backup and recovery strategies, Internet and computer usage policies

Met with vendors and other departments to increase productivity within the casino’s systems

MIS Manager January 2000 - June 2001

Isle of Capri Casinos

Structured and implemented hotel interface system

Responsible for managing, hiring and terminating employees

Senior MIS Technician December 1998 - January 2000

Isle of Capri Casinos

Planned and implemented Kronos time and attendance system

Attended monthly P&L reviews

Trained, supervised and scheduled MIS staff

Administered user profiles, workstations, printers on the AS/400

Answered incoming trouble calls, diagnose and repair

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