Help Desk Information Technology
Resume:
Jorge Gutierrez
Henderson, NV *****
*****.*.*************@*****.***
Professional Summary
Experienced Information Technology Analyst with a demonstrated history of working in the accounting, medical, and education industry. Skilled in Windows XP, Windows 7, Windows 10, VMware, Citrix Receiver, Computer Repair, Technical Support, over the phone support, remote support, HP Products, Dell products, Lenovo products, and Group Policy. Strong information technology professional with a Associate of Science (A.S.) focused in Computer and Information Sciences and Support Services from ITT Technical Institute-Corona. Authorized to work in the US for any employer
Work Experience
Help Desk Technician
Hays-Las Vegas, NV
December 2024 to Present
Provide Level 1 Help Desk support over-the-phone, ensuring adherence to company standards for phone etiquette and call time limit. Collect data for ticket creation, management, and assignment with attention to detail. Utilized remote tools like Bomgar and SCCM for troubleshooting and application deployment in a Windows environment.
Workstation Support Specialist
Visa-Las Vegas, NV
September 2020 to March 2024
Provide on-site and remote support for Visa staff. Imaged and configured Windows laptops and Macbooks. Created and disabled user accounts using Active Directory. Installed and configured Citrix receiver and VMware player. Manage ticket queue using Service Now. Inventoried and tracked assets in Eracent. Experience using remote tools such as CMRC and Nexthink. Part of a large project to prepare the office for RTO, which included network validation, smart hands work, printer install and configuration, and security walkthroughs.
Business Technical Support Analyst
UC Riverside, School of Medicine-Riverside, CA
January 2016 to November 2020
Was the help desk lead and responsibilities included training, evaluating, and assigning work based on technician strengths. Provided on-site and remote support for faculty, staff, students, doctors, and nurses for the School of Medicine. Imaged and configured laptops, PCs, all-in -one workstations, tablets, phones, and Apple devices. Created and disabled user accounts using Active Directory and Exchange 2010. Installed and configured Citrix receiver. Managed ticket queue using Smarter Tracker and Solar Winds. Inventoried and tracked assets in Solar Winds. Was the main lead on 2 major clinic construction s and opening s. In charge of hardware purchasing and software license managing across the School of Medicine. Implemented computer standardization across the School of Medicine. Assisted in acquiring special pricing from Dell saving the school between
$100-$400 per computer.
Senior Support Analyst
Dell, Inc-San Francisco, CA
November 2013 to October 2015
Provide on-site support for ~2500 on-site users plus ~200 remote users via Bomgar remote agent. Installed and configured VMware player. Imaged and configure d laptops for new users. Managed ticket queue using Service Now. Performed data back-ups. Configured Avaya desk phones and Avaya One X communicator for laptops. Configured Airwatch for Apple and Android platforms. Configured and troubleshoot Office 2010 suite. Troubleshoot various issues within IE9 and IE11. In charge of hardware purchasing
On-site Technician
Decision One/Ascend Computing-Santa Ana, CA
November 2012 to October 2013
Performed on-site IT support duties for AIG insurance. Responsibilities included installing and setting up desktops and laptops with proper encryption and all necessary programs (Adobe, Office, Outlook) that users required to perform their duties. Installed and configured remote access and RSA soft tokens for users. Installed and configured VMware player. Provided over the phone technical support for remote users. Performed a daily data tape back-up rotation. Education
AS in Computer Network Administration
ITT Technical Institute - Corona, CA
September 2010 to September 2012
Skills
• Active Directory, Customer Service, Help Desk, Microsoft Office Suite, Project Management, Remote Troubleshooting, VPN, Windows XP, Windows 7, Windows 8, Windows 10, Windows 11, Exchange 2010, Exchange 2016, Microsoft O365, Apple devices, DNS, TCP/IP, Proxy, Citrix Receiver, VMware Player, Encryption. (10+ years)
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