Support Specialist It

Joe Gutierrez

San Jose, CA

Cell- 408-***-****

Email- *************@*******.***

City San Jose CA

Summary:

• Experienced Senior Technical IT Support Specialist with expertise in troubleshooting network issues, imaging and re-imaging both Windows and Ubuntu systems, and administering key software such as Trend Anti-Virus and Microsoft MDT imaging across multiple server environments (Windows Server 2010, 2012, and 2016).

• Proficient in supporting various manufacturing software, including Citrix, SAP, Agile, and Seagull Bartender Label software.

• Worked with SCCM to image and reimage a multitude of desktops, laptops and special Engineer pc's.

• Demonstrated success in collaborating with engineers to create custom OS images, as well as managing conference room A/V setups, corporate MDM setups, and troubleshooting issues with Cisco VPN, Office 365, and other systems.

• Adept at diagnosing and resolving OS and hardware issues on multiple platforms (HP, Dell, and third- party PCs), and providing support for Zoom, Okta Single Sign-On, and cloud storage access (BOX).

• Experienced in managing user and computer objects in Active Directory, and proficient in DHCP-DNS for IP reservations.

• Proven track record in using ServiceNow for incident requests and project management and creating helpful knowledge base articles.

• Highly committed to delivering timely and effective technical support to end-users, ensuring seamless operations across all departments.

Proficient Skills:

• Hardware Installation

• Application Support

• Disaster Recovery

• Planning

• Software Deployment

• Incident Management

• Virtualization Technologies

• Training and Mentoring

• Remote Support

• User Support

• Remote Assistance

• Debugging

• System Configuration

• Backup and Hardware Recovery

• Operating Systems

• Technical Support

• Troubleshooting and Diagnostics

• Zebra printer and server setup

• AV/VC Technology Support

• Remote and Onsite Zoom Meeting Support

Education:

• GED from Evergreen Valley College, San Jose, CA in 1998 Certifications:

• Network ++

Professional Experience:

Seagate Technology, Fremont, CA Nov 2024 – Feb 2025 Helpdesk Support Specialist

• Help with technical support at tech bar.

• images Dell desktops, laptops and Hp laptops and desktops as well as Alien ware pcs, OS Image included windows 7 10 and 11.

• Helped image team with supplying drivers and also help test imaging process.

• Keep up to date inventory of iPhone and HP loaner’s laptops.

• Help reset iPhone and iPad for MDM authentication and company login

• Troubleshoot basic network issues on Windows and IOS platforms

• Image and install various applications on pc's using SCCM and Software Center.

• Worked on daily request thru Service Central.

• Help users with setting up One Drive for day-to-day backup.

• Troubleshoot remote user’s issues using Bomgar.

Intuitive Surgical, Sunnyvale, CA Apr 2001 – Apr 2024 Senior IT Support Specialist

• Setup up multiple manufacturing and engineering sites for new production lines, including configuring Image and Print servers.

• Configuring Zebra and HP printers and handheld scanners in both hardware and software setups.

• Zebra handheld scanners

• Image and install various applications on pc's using SCCM and Software Center.

• Worked with handheld USB scanners and wireless scanners

• Identified and resolved hardware, software and network problems with good troubleshooting abilities and strong technical knowledge.

• Set up equipment for employee use, ensuring proper installation of cables, operating systems and appropriate software.

• Worked hand in hand with Engineers to setup lab areas with hardware setup, (pc’s with scopes and internal OS, local network switches.)

• Help create custom images with Ubuntu and Windows OS.

• Worked on daily request thru Service Now.

• Hands on experience in setting up computers image, network connections/setup, windows infrastructure and configuration.

• Worked hand in hand with IT Security for implementation of Windows Patches, Crowd Strike and OU policies upgrade to Windows PC’s on Manufacturing line and lab pc’s.

• Help create backup images when needed for manufacturing line and lab pc’s using Partition-Imagex and batch scripts.

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