Customer Service Maintenance
Resume:
Yoel Guti rrez Ortiz
*** * *** ***** **. Apt.#*15-A Orlando, FL 32809
787-***-**** / 787-***-**** - ****.*********@*****.***
Citizenship: United States Citizens
Federal Experience: Contractor for Federal Government equivalent to GS-11
Clearance: DHS Security Clearance
SUMMARY
Professional and experienced IT System Administrator to support
computers, servers, mobile devices and applications 24*7 hours
with full efficiency. Great understanding of the issues related
to the hardware and software. Ten years of experience in
information Technology supporting users at corporate as well as
multiple remote locations. Proven ability to translate business
needs into technology requirements that support the company's
business objectives and to manage successfully different phases
of IT projects from needs analysis and requirements definition
to vendor selection, implementation and training.
SKILLS
V Fluent dominion in English and Spanish.
V 14 years of experience in Information Technologies,
supporting technical software and hardware via remote access,
call and in person.
V Ability to research and analyze data.
V Ability to communicate effectively, both orally and in
writing.
V Ability to communicate orally and in writing.
V Attention to Detail
V Skill in organizing work in a logical sequence.
V Customer Service
V Training and experience on virtualization with VMWare
vSphere,
V Training in virtualization with XenServer.
V Self- started. Organized and Responsible.
V Extensive knowledge of system backup and disaster recovery
V Skill in evaluating and making recommendations for automated
data processing programs and equipment.
V Knowledge of the principles, methods, and practices for
integrating new system.
V Develop and create a Strategic Backup and disaster Recovery
planning utilizing all available resources.
V Plan, coordinate, and administer computer systems, and
optimize system performance.
V Knowledge of a full range of network systems (LAN/WAN)
design, developing, testing, installing, operating, managing,
and maintaining.
V Entry Level with Windows scripting and automation.
V Knowledge of operating systems, applications and hardware,
associated devices. Install, upgrade, troubleshoot, test, and
maintain.
V Basic training in CISCO Routers configurations.
V Apple Computers troubleshoot, maintain, and repair. MAC OS
10.6+
V Mobile Devices configuration, maintenance and repair, Apple,
Blackberry and Android.
V Effective time management and decision making skills.
V Being part of Teamwork on numerous projects
EDUCATION, TRAININGS AND CERTIFICATIONS
National University College October 2014
Bachelor Degree in Network Technology / Computer Science and
Application development
Incube2.com - E-Learning Training
V Microsoft Windows Server 2012 for certification
Oct. 2014 - present
QBase
V ITIL 2011 Awareness Training
Apr. 2014
Department Of Homeland Security
Immigration and Custom Enforcement Virtual University
V Network Administrator RBT
Jul 2013
V Privacy at DHS: Protecting Personal Information v2013 4.15
Jul. 2013
V Information Assurance Awareness Training (IAAT) v2013.4.15
May. 2013
V Privacy at DHS: Protecting Personal Information
Dec. 2012
V Integrity Awareness Program Training (IAP) 2012
Nov. 2012
V Immigration and Customs Enforcement (ICE) Ethics
Orientation Nov. 2012
V Classified National Security Information Refresher Training
2012 Oct. 2012
V DHS Basic Records Management 2012
Oct. 2012
V Information Assurance Awareness Training (IAAT) 2012
Oct. 2012
V Operations Security Basic
Oct. 2012
V Privacy Training for SharePoint Collaboration Site Users
2012 Oct. 2012
V System Administrator-Role Based Training
Oct. 2012
Incube2.com - E-Learning Training
V Microsoft Windows Server Enterprise 2008 for certification
Jul 2013
V Microsoft Windows Small Business Server 2008
Sep.-2011
V Work press CMS Training - CMS for websites and blog
building Nov. 2011
Digitever.com - E-Learning Training
Jul. 2013
V Web Site Building Training - Adobe Dreamweaver, Adobe
Flash, Adobe Fireworks, E-commerce, Search Engines, Social
Network Integration
InterAmerican University of Puerto Rico - Bayamon Campus
Dec2011
V Studies conductive to a Bachelor Degree in Computer Science
concentration in Computer Systems and Networking
Netyk Center - Caguas, PR
V MCTS Windows 7 Training
Mar. 2011
V MCTS Windows Server 2008 System Administrator Training
May. 2011
V Microsoft Windows Server 2008 Training
Mar. 2010
CompTIA - A+ Certification
Oct. 2009
Dell Certified System Expert - DCSE
V Foundation 2005 Desktop
June 2006
V Desktop Chassis v.2
June 2006
V Associate Server Certification v.5 Hardware
June 2004
V Associate Server Certification v.5 Basic Setup Part 2
July 2004
V Associate Server Certification v.6
June 2004
V Dimension Personal Maintenance
June 2004
V Inspiron v 6 Personal Maintenance
July 2004
V Latitude v 6 Personal Maintenance
July 2004
V OptiPlex v 6 Personal Maintenance
July 2004
V Precision Workstation Personal Maintenance
June 2004
V Foundation 2003 Dimension
June 2004
V Foundation 2003 Inspiron
June 2004
V Foundation 2003 Latitude
June 2004
V Foundation 2003 OptiPlex
June 2004
V Foundation 2003 Precision
June 2004
Texas Computer Technologies Institute
Jun. 2003
Advance Specialist Computer Technician:
V Diagnosis from Basic to Advance troubleshooting for
computers.
IT Network Administrator:
V Network Configuration- LAN, IP Address, DNS Servers, DHCP
Configurations Workgroups, Domain.
V Network Infrastructure- Design, Implement and structuring
cabling from small to large networks. Cat5, Cat5e, Cat6,
Switch Installations, Router Configuration.
Colegio Maria Auxiliadora
May 1996
General course, high school diploma.
EMPLOYMENT HISTORY
ASRC Corp
System Administrator / IT Specialist
Service provided to U.S Department of Homeland Security /
Immigration and Custom Enforcement thru QBase /QMIS
contract
Duration - Oct. 2012 - Present
Payment: $51,000 yr. 40 hours per week
SRC Supervisor: Tracy Carroll
Email: *****.*******@**********.***
Office: 301-***-****
Mobile: 410-***-****
Fax: 301-***-****
QBASE Supervisor: Kyle Roe
Email: ****.*.***@**********.***.***.***
Office: 212-***-****
Mobile: 646-***-****
Site Team Lead: Alex Otero
Email: ****.*.*****@**********.***.***.***
Office: 787-***-****
Mobile: 787-***-****
Duties:
V Perform, as active Lead Supervisor on the Duty Roster
for the period the current Lead is absent.
V Report weekly performance and team accomplishment
reports to the Government supervisors as Active Lead.
V Successfully Setup Maintain Troubleshoot and Repair
Servers (HP Proliant Server and Dell PowerEdge Server.
V In complete charge of the functionality Maintenance
Hardware, Software and Operated Systems for servers of
San Juan and US Virgin Islands RAC offices.
V Provide support 24 hours a day seven days a week.
V Supporting Ticket resolution on local and remote offices
of San Juan SAC (Mayaguez, Ponce, and Airport Offices,
Aguadilla, Fajardo and San Juan) for Manage Backups and
Maintenance for ERO, HIS, OPLA and GSA.
V ICE Service Desk Incident Management, Problem
Management, Request Management. Document and maintenance
of ticket status in BMC Remedy Action System.
V Support as IT Specialist for all networked equipment
(Switch, Routers, T1, circuit, etc.)
V Create Update and Manage Backup, Policy tape rotation,
Reports in Symantec NetBackup and Symantec Backup Exec.
V Support continuity initiatives through the constant
revision/updates of disaster recovery plans and
initiatives.
V Identify the low performing areas of the organization
and conduct a root cause analysis of the same to prevent
information technologies failures.
V Analysis variations of current state of activities
V Plan and implement remedial measures to overcome the
deviations and bring the projects back on track.
V Run Reports, Maintenance, Time Tracking and Customer
Rounds Reports to project Lead/Managers.
V Install, instruct and maintain Microsoft office
applications such as Word, Excel, Power point, Outlook,
Access, Publisher,
V Direct the technical service staff responsible for the
installation, testing, maintenance, documentation and
support of systems software.
V Develop standard operating procedures (SOP) to ensure
compliance with established standards, policies, and
configuration guidelines.
V Maintenance Active Directory through the Quaris AD Web
base system, Users, Distribution groups and Security
Groups.
V Configuration of mobile applications and network
configurations like Ipad, Tablet and iPhone, Blackberry.
WIRELESS COMPUTER WORLD
IT Specialist
Service provided to Courtyard Hotel and Casino Del Sol, IHE
Corporation
Duration - Apr - 2012 - Sep 2012
Payment: $12.50 p/h 40 hours per week
Wireless Computer World Supervisor: Jorge Vega
Email: *****@*****.***
Mobile: 787-***-****
IHE Supervisor: Tony Long
Email: *****@*****.***
Mobile: 469-***-****
Duties:
V Maintain the hotel's computer system online and
operational.
V Design and perform SOP (standard operation procedures)
manual for the Casino del Sol
V Designate a IT workflow procedure in case of an disaster
to recover data.
V Design and administer programs which include policies,
standards, guidelines, training programs and a viable
quality assurance process for disaster recovery.
V Manage Engine Service Desk Incident Management, Problem
Management, Request Management, and IT Asset Management.
V Provide Customer support as an IT Specialist for all
networked equipment inventory Access Points, data Drops,
computers, POS, etc.).
V Part of network administrator team to support Hotel and
Casino site network communication using MPLS protocols
between different Hotels organization sites
V Network-attached storage (NAS) Purchase, Installation
and configuration.
V Direct the technical service staff responsible for the
installation, testing, maintenance, documentation and
support of systems software, as well as modification of
existing and creation of new systems software for
specific hotel needs.
V Installation and configuration of Virtual Servers and
computers using Hyper V, VMWare and VirtualBox.
V Maintenance of Oasis admin Server, SQL Server, Micros
Server and site applications.
V Apply, Install and maintain Microsoft office
applications such as Word, Excel, Power point, Outlook,
Access, Publisher, etc
V Configuration of mobile applications and network
configurations like Ipad, Tablet, iPhone, Blackberry,
Android phones, etc.
V Active Directory Basic Management, Distribution groups
and Security Groups.
V Design, Implement and correct security permissions for
file server.
V Monitor and identify trends on the network utilization,
anticipate future demands and provide necessary capacity
to maintain service levels.
V Understand and follow standard for Tourism Company for
the Casino.
V Manage and supervise the operations of the voice and
data communication networks and local online network and
Server configurations.
V Provide status, updates and reports to project
Lead/Managers, Vice-President and President of both
sites.
Level II PC and Telecom Technician
Service provided to Pfizer, Inc. Carolina
Duration - Jun. 2011 - Mar. 2012
40 hours per week
Payment: $2,000 monthly
Wireless Computer World Supervisor: Alba Perez
Email: ****.*****@*****.***
Mobile: 787-***-****
Direct Supervisor: Edgard Diaz
Email: ******.****@******.***
Work: 787-***-****
Mobile: 787-***-****
Duties:
V HP service Center Incident Management, Problem
Management, Request Management, and IT Asset Management.
V DMS (Desktop management Services) training
V Implementation of DMS for 500 computers on Pfizer site -
backup with DMS, Ghost Image, restore New Image,
Installing automated applications, restores Backup,
V Part of a team for Evaluation of all installations
(hardware & software) impacting Data Center operations.
V Provide technical guidance to the staff in the operation
and monitoring of data center operations.
V Install and maintain Microsoft office applications such
as Word, Excel, Power point, Outlook, Access, Publisher,
V Provide Customer support as a Level 2 Technician for non-
standard equipment (label Printers, Access Points, data
Drops, etc.).
V Network-attached storage (NAS) Purchase, Installation
and configuration.
V PC Setup, re-image, hand-load OS, application and
software.
V Hardware repair for various PC and printer systems.
V Understand and follow standard call tracking processes
and procedures.
V Participate on project team involving premise wiring,
Voice and LAN projects.
V Provide support to management by facilitating the
project resource and installation activities forecast.
V Provide status, updates and reports to project
Lead/Managers.
COMPUTER GALAXY
Network Administrator / Computer Technician
Professional Services Consultant - DBA
Duration: May. 2004 - Oct. 2012
50 hours per week
Payment: Pay for completed services
Duties:
V Installed, repaired, maintained, and upgraded Structured
Network and voice Cabling Cat3, Cat5, Cat5e, Cat6
V Responded to telephone inquiries concerning support
requests, systems status, and network connectivity
V Provided network administration support (including on-
call) for customers, assisting clients with issues and
doubts.
V Install and maintain Microsoft office applications such
as Word, Excel, Power point, Outlook, Access, Publisher,
V Troubleshoot complicated hardware and software issues,
including replicating customer environments and network
Issues in the lab.
V Responsible for technical research of latest technical
solutions for project technical challenges, implement,
integrate, test, validate, document, and defined
operational procedures.
V Installed, tested, and troubleshot hardware and software
products MS Office, and others.
V Basic Installation of Cisco Routers and configuration
for different clients.
V Installation and configuration of VPN, in router and
clients.
V Network MAC configurations support for devices in the
network.
V Supervise and provide technical guidance to the staff in
the operation and monitoring of data center operations.
V Technical knowledge of computer operations including all
monitoring and control tools utilizing the central
console and all other software provided to monitor
problem situations.
V Installed, repaired, maintained, and upgraded desktop
and notebook computers.
V Provided direct customer service and technical support
to users as required via phone, email, online systems
and in person for users, locally and remotely.
V Installation and configuration of Virtual Servers and
computers Virtual Box and Virtual PC for Windows.
V Performed installations, upgrades, maintenance and
troubleshooting for hardware and software.
V Work with management to ensure that as new equipment,
facilities, services and systems are installed that the
disaster recovery issues are addressed.
V Ability to plan, organize and direct the testing of
emergency response, recovery support and business
resumption procedures.
V Protecting the confidentiality, integrity and
availability of the Business Continuity plans and
procedures.
V Deploying Windows images using Norton Ghost or Acronis
True Image.
V Created, tested, and managed desktop image standards.
Kelly OCG
Computer Technician - Contract Provided to EQUITRAC
Duration: Jan. 2011 - Jul. 2011
Payment: $15.00 p/h 24 hours per week
Direct Supervisor: David Brown
Duties:
V Installed, repaired, maintained, and upgraded Page
Counter, PayStation and Copy Control Machine.
V Provided direct customer service and technical support
to users as required locally.
V Performed installations, upgrades, maintenance and
troubleshooting for hardware and software.
V Troubleshoot hardware issues, including replicating
customer environments and network issues in the lab.
ACT Security Systems
Alarm Service Installer
Professional Services Contractor
Duration: Sep.2010 - Jul 2011
Payment: Paid for completed service
Direct Supervisor: Alexander Calixto
Duties:
V Installation and Configuration of Honeywell Lynx R2,
Lynx plus Alarm Panel.
V Installation and Configuration DSC Alarm Panel.
V Installation and Configuration GE Simon XT Alarm Panel
V Installation configuration CCTV Cameras and DVR
Alarm Zone
Alarm Service Installer
Professional Services Contractor
Duration: Dec.2009 - Jul. 2010
Payment: Paid for completed service
Direct Supervisor: Carlos Padilla
Duties:
V Installation and Configuration of Honeywell Lynx R2
Alarm Panel.
V Programming sensors (Windows, Door, Motion, Beepers and
External sirens and sensors)
V Installation configuration CCTV Cameras and DVR
Instituto de Banca y Comercio, Fajardo & Loiza
Computer Repair Professor
Professional Services Contractor
Duration: Ago. 2009 - Dec. 2009
35 hours per week
Payment: $12.00 p/h
Direct Supervisor: Betzaida Pi ero
Duties:
V Planned a program of study to meet the individual needs,
interests, and abilities of the students.
V Prepared, administered, and graded tests and assignments
to evaluate students' progress.
V Maintained student attendance records, grades, and other
required records.
V Planned and conducted activities for a balanced program
of instruction, demonstration, and work time that
provide students with opportunities to observe,
question, and investigate.
V Adapted teaching methods and instructional materials to
meet students' varying needs and interests.
V Guided students to the most common issues using trial
and error troubleshooting techniques.
V Conducted Computer Hardware, Software & Networking
classes; theory and practical.
V Managed to supervise students' laboratory work and
guided them.
V Trained students to review all concepts and practices
specifically to get CompTIA A+ Certification.
Avant Technologies
System Administrator - IT Support - Computer Technician
Professional services Contractor - Assigned to Department
of Treasury
Duration - Nov. 2005 - Jun. 2009
40 hours per week
Payment: $12.50 p/h
Direct Supervisor: Elnier Ramos
Duties:
V Installed, repaired, maintained, and upgraded Structured
Network Cabling Cat5, Cat5e, Cat6
V Provided quality customer service and technical
assistance to high-end clients.
V Troubleshoot and resolve issues that prevented customers
from utilizing online web features intranet or network
recourses.
V Provided network administration support (including on-
call) for customers, assisting clients with
V Troubleshoot complicated hardware and software issues,
including replicating customer environments and network
issues in the lab.
V Assisted with configuration, support and setup of
firewall packet filtering, network address translation,
DNS servers, HTTP access rules, Proxy Server
configuration, Share documents, folders, file and
printers.
V Installed, tested, and troubleshot hardware and software
products MS Office, and others.
V Installed, repaired, maintained, and upgraded desktop
and notebook computers.
V Performed installations, upgrades, maintenance and
troubleshooting for hardware and software.
V Deployed Windows images using Norton Ghost.
V Created, tested, and managed desktop image standards.
V Surveillance Camera installation structured cabling RG6,
RG56
Help Desk Field Technician
Professional services Contract - Assigned to Santander Bank
Project
Duration - May. 2007 - Jul. 2007; Jun. 2009 - Jul.
2009
40 hours per week
Payment: $11.50 p/h
Direct Supervisor: Orlando Mu os - Santander Bank
Project Manager
Duties:
V Provided direct customer service and technical support
to users as required via phone, email, online systems
and in person for users, locally, and remotely.
V Helped employees with issues in the company software,
Make installations of computers.
V Opened job request in CRM system.
REFERENCES
Alex M. Otero - Team Leader - QBase
Mobile: 787-***-****
Email: ****.*.*****@**********.***.***.***
Tony Long - IHE Corp - Courtyard Hotel and Casino IT Manager
Mobile: 468-***-****
Email: *****@*****.***
Edgard Diaz - MSS Site Coordinator - Business Technology
Infrastructure - Pfizer
Work: 787-***-**** Mobile: 787-***-****
Email: ******.****@******.***
Maria Pascual - IT Manager - Auto Grupo 65
Mobile: 939-***-****
Email: *********@***********.***
Lic. Hector Serrano - Private Attorney
Mobile: 787-***-****
LinkedIn.com
Profile Link http://www.linkedin.com/pub/yoel-
gutierrez/29/a17/87
Indeed.com
Resume link http://www.indeed.com/me/Yoel_Gutierrez_Ortiz
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