Technical Support Customer Service

Hector R. Gutierrez 303-***-**** ********@*******.*** 816 Acoma Street, Unit 1007, Denver Co 80204

Engineering Support Analyst

Highly successful technology expert experience in multiple critical roles within technology-focused industries and research facilities. Leader of teams in support of software development and process improvement activities. Extensive experience in full life cycle project development and implementation projects on numerous scales. Subject-matter expert serving as a welcome addition to any business team, with a demonstrated ability to deliver highly critical projects and data within tight schedules / budgets, willing and able to function in any role necessary to ensure project success.

Professionally dedicated individual with desire to develop innovative solutions that influence operational and strategic decisions while exceeding customer needs and expectations.

More than seven years in Windows Management support and configuration, with six years in network design and configuration.

Over eight years of experience as a networking and PC systems technician providing non-technical support production and client/server environments over Ethernet networks.

Key Expertise

Systems Management / Integration • Analytics / Data Management • Training and Development

Expense Reduction • Information Analysis • Actionable Reporting • Program and Project Management

Simulations • Testing • Network • Performance Metrics • On-Time Delivery

Performance Optimization • Resource Management • Product Development

Installation / Configuration • Administration • Security • Troubleshooting

Career Overview

Charles Schwab, Inc. (Contracting through Randstad Technologies)

Application Support and Business Systems Analyst 2015 2016

Managed new hardware/software and upgraded existing Windows hardware/software

Evaluated, Diagnosed and repaired Oracle SQL and Microsoft SQL database queries, joins operation, updates, inserts, and deletes.

Provided customer service and interacted frequently with vendors

Trouble-shot, resolved as well as documented problems.

Installed, trouble shoot and monitor SPLUNK servers for application issues

Worked on setting up team SharePoint site

Worked with Agile Planning

Comcast Cable Corporation (Contracting through Pyramid Consulting)

Application Support in house developed Level 2 2014 2015

Deployed in-house Linux production applications, troubleshooting NeuStar’s applications in house developed applications OrderPath and NumeriTrack

Managed Oracle SQL database queries, joins operation, updates, inserts, and deletes.

Delivered troubleshooting of Web Services API, and Apache Tomcat

Worked with Rally Agile Planning

Created documentation for applications for installing, upgrading, and patches

Neustar, Inc.

Application Support Group, Tier II 2012-2014

Provided UNIX and Linux production applications support, troubleshooting customer applications.

Led troubleshooting of Web Services API, Apache Tomcat, and Cobra issues, searching data in Oracle database using SQLPlus to identify effective data issues.

Effectively maintained customer satisfaction ratings of nearly 100%.

US West/QWEST/CenturyLink

Engineer II – Application Support Group 2000-2012

Managed information technology and telecommunications operations, effectively configuring and integrating operating systems, hardware, software and server technology into corporate workstations.

Led business Objects Reporting, troubleshooting and installing systems and components, restoring services to areas requiring refined technical expertise.

Created reports on call center performance data and provided port capacity analysis based on key performance indicators. Provided to management for review.

Responded to inbound calls and managed trouble reports within the Remedy Ticketing system, utilizing call handling applications to manage issues such as network congestion, configuration errors and equipment malfunction.

Responded to network issues as well as trouble shoot network traffic on the servers

Maintained customer satisfaction ratings of close to 100%.

Cut costs and increased savings through migration from legacy systems to latest technology. Served as new technology evangelist for company.

Open Systems Manager, Inc.

Consultant 1998-2000

Supported systems and applications of diverse client system set, maintaining variety of commercial off the shelf and in-house developed applications.

Monitored UNIX servers and NT servers and workstations, utilizing various types of reporting applications to ensure proper communication across the organization.

Effectively resolved client issues and drove ongoing support for all systems and hardware.

Additional Experience

Promise Keepers

Manager, Systems Administrator/Technical Operations Manager 1992-1998

System Administrator/Supervisor

Technical Support Specialist

Education

Computer Coursework-

Certifications

Microsoft Certification - Microsoft Certified Professional

Microsoft Certification - Microsoft Certified Systems Engineer

Professional Development

UNIX Level 1, QWEST, Denver, CO

Supporting Nuance, Intervoice IVR: IQTALK and Speech Recognition, QWEST/CenturyLink, Denver, CO

Supporting Microsoft Windows 2000 to 2003, QWEST/CenturyLink, Denver, CO

Administrating Microsoft Windows NT Servers, Aires Training; Denver, CO

Supporting Microsoft Windows Servers, Aires Training; Denver, CO

Administrating Windows NT Servers, Mastering Personal Computers, Denver, CO

Technical Expertise

Hardware Platforms: Intel PC workstations and servers

Operating Systems: Windows NT Server, Windows 2000, Windows 2003, Windows 2008 servers,

and Linux servers

Networking Environments: Ethernet, TCP/IP, DHCP

Language Expertise

English and Spanish

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