Technical Support Oracle Database

Yoan Gutierrez

Jacksonville, FL *************@*****.*** 786-***-****

Certified Systems and IT Professional

Bachelor’s degree as a System’s Engineer with 17 years of experience in systems administration, engineering, and technical support. Proven skills in multiple IT areas, results driven and technically skilled.

EDUCATION AND TRAINING COURSES

Engineering in Systems O&M University Graduated in 07/2005

CCNA1

12/2006

Networking Basics.

CCNA 2

05/2007

Router and Routing Basics.

CCNA 3

11/2007

Switching Basics.

CCNA4

03/2008

WAN Technologies.

ORACLE DATABASE 10G 02/2009 Introduction to SQL.

ORACLE DATABASE 10G 02/2009 Workshop I

OTHER CAPABILITIES LEARNED THROUGHOUT MY IT CAREER.

Virtualization Technologies (VMWARE & Hyper-V), virtual hard drives (vmdk, vhd) VMWARE Horizon (VDIs Virtual Desktops), VMware vSphere Client, Install EsXi Hypervisor v6.5 or 7.0 in a Wintel server).

Experience working in Hybrid Systems with Azure AD Connect ) AAD (Azure Active Directory Join, O365 and Exchange on Premises.

Office 365 (Hybrid Environments, Licensing, etc.).

Cloud Technology Ms. Azure (Managing Tenant, Hybrid Environments, Role’s assignments).

Hyper V experience, managing Virtual Servers in Hyper V, Installing Hyper V as a role in Windows Server.

PROFESSIONAL EXPERIENCES

JTA (Jacksonville Transportation Authority)

07/2025 to Present

Assist to internal staff and track on tickets in a daily basis.

Manage Intune Policies for all devices Entra Joined in the cloud.

Enroll new devices into Autopilot or BYOD procedure.

Manage existing Autopilot Groups in Intune.

Manage all users and computers in Azure.

Enroll all users with Microsoft Authenticator or Duo.

Assist with other type of support needed to end users.

Manage compliance policies through Intune.

Assist with other projects assigned.

NOC (Network Engineer at CSX). HCL America (Contract).

01/13/2025 to 07/2025

Monitor the Verizon MPLS circuits, Edge Internet Routers, Access Points, Cisco Catalyst Switches, IR1101s Cellular Routers.

Proactive Issue identification and swift resolution to ensure optimal system performance and minimize downtime.

BGP Routing Protocol Troubleshooting.

VRF (VRF (Virtual Routing and Forwarding).

Spanning Tree Layer 2 Network Protocol Troubleshooting.

Identify and resolve network issues, including High Level Outages, performance problems, and security incidents.

Maintain accurate and up-to-date documentation of network infrastructure, procedures, and incidents.

Open tickets through the ETMS Verizon Ticketing platform.

Communicate effectively with internal teams and external staff regarding network issues and resolutions.

IT Specialist Goodwill Industries of North Florida

09/2023-10/2024

Projects Worked recently on my last job:

●MFA implementation through Google Workspace.

●Analyze, design and implement VLANs to improve network performance. (Access, Trunking Ports)

●Migration of the data center from old to new Headquarter location. (New Firewall, Switches, APs.) Best network practices (Root Switch, STP Protocol, VLANs, Hub Spoke network design. Coordinate with different ISPs static IP, relocation of the existing DMARK, follow up.

●Analyze floor plans, Wi-Fi coverage (Wi-Fi Heatmap Tools).

●Coordinate with the vendor new existing data lines, coordinate Site Walks with the vendor.

●Segmentation of new and existing networks.

●Implementation of VPN Client, setup any connect.

●Design of network routes table to be determined through VPN site to site traffic.

●Analyze and Implementation of default routes.

●Documentation of IP Segmentations.

●Re-structure existing IP segmentations. (Analyze subnetting best practices).

●Implementation of DHCP Reservations.

●Managing daily IT operations including system monitoring, defining, and maintaining operating procedures. Lead IT projects from initiation to completion, ensuring adherence to timelines, budgets, and quality standards.

●Work closely with cross-functional teams to ensure tech initiatives meet business needs. Assess emerging technologies and recommend adoption strategies.

●Lead IT operations to ensure system security and efficiency.

●Mentor and lead the tech team, fostering their professional growth and success. Supporting and managing networking platform in Cisco Meraki.

●Supporting the leadership and stakeholders of the company the different areas of improvement with technology solutions.

●Manage and maintain the MDM Cisco Meraki platform.

●Support and maintain endpoint Mac devices platform (IPADS, IMACS, Iphones). Manage and support Google Workspace platform (GSuite)

●Manage and maintain Cynet Endpoint Security platform.

●Manage and maintain AWS (Amazon Workspaces, EC2 Instances (Servers), Marketplace apps and VPN routes.

●Other Duties.

IT System Administrator City of Neptune Beach (Contract) Ascendo Resources 05/2023 – 07/2023

Projects Worked throughout the contract

Site to Site VPN with Cisco Meraki. (City Hall and Public Works)

Client VPN implementation Cisco Any Connect. (Authenticated with AD)

DHCP implementation and DNS best practices (Enable DNS Scavenging, DHCP Lease period, allow one device to provide DHCP service. (Before Windows Domain Controller and Cisco Meraki).

Implemented a child domain in Public Works.

Setup a different site in Active Directory Sites and Services for Public Works.

New local domain namespace implementation ( New Domain Controller Server .local domain).

Offsite Backup implementation with Veeam backup in Azure, Blob Storage in Azure. Disaster Recovery Implementation. Replication through Azure.

Replaced old computers with no hardware compliance for Windows 11.

●Best Security Practices (Endpoint Security Implementation, Office MFA, Security Groups in AD,

AD Audit enabled; Shadow Copies enabled on servers.

●Site to Site VPN with Cisco Meraki. (City Hall and Public Works)

●Client VPN implementation Cisco Any Connect. (Authenticated with AD)

●DHCP implementation and DNS best practices (Enable DNS Scavenging, DHCP Lease period, allow one device to provide DHCP service. (Before Windows Domain Controller and Cisco Meraki).

●Implemented of a child domain in Public Works, Parent Domain (City Hall),

●Setup a different site in Active Directory Sites and Services for Public Works. New local domain namespace implementation (New Server. local domain). Offsite Backup implementation with Veeam backup.

●Disaster Recovery Implementation with Azure in the cloud.

●Replaced old computers with no hardware compliance for Windows 11.

●Best Security Practices (Endpoint Security Implementation, Office MFA, Security Groups in AD, AD Audit enabled, Shadow Copies enabled on servers).

●Facilitates software selections, hardware selections and IT related business process reengineering.

●Identifies opportunities for technology to enable business, enhance communications, and provide knowledge to users.

●Manage and trace timelines in several projects for the city to be compliance (Disaster Recovery, Offsite Backup, Endpoint Security Solution, Endpoint Management Solution).

●Develops and ensures continuity of operations and disaster recovery of the City’s computing platform.

●Identifies and troubleshoots resolution problems associated with computer systems, servers, and networks using protocol analyzers, communications trace utilities and/or other diagnostic equipment as needed.

●Develops, documents, and maintains procedures, including instruction and operational interfaces, to backup data on computer systems and servers.

●Coordinates the maintenance and repair of both analogue and VOIP telephone equipment.

●Monitors, sustains, and works to enhance system and/or network performance regarding availability, throughput, and response time, in keeping with established service-level agreements.

●Recommends, performs and /or coordinates maintenance services appropriate to maintain availability and function of city systems and networks according to established service-level agreements.

●Coordinates project implementations in conjunction with consultants and client staff and management.

●Works closely with external vendors to obtain technology services and products to satisfy business needs.

●Provides application technical support for unique department applications. ERP Systems Microsoft Dynamics

●Transitioned Hybrid Active Directory environment to fully integrated in Azure, implementation of profile and compliance policies through Microsoft Endpoint Manager (InTune). (AD Join vs Azure AD Join).

Setup Autopilot mode in Microsoft Endpoint Manager (InTune). (Computers pre provisioned with OEM image and drivers ready to be added as well as applications deployed to it) with Dell.

Apex Systems, Bank of America (Contract as WFH), Jacksonville, FL May 2022 – May 2023 Sr. IT Helpdesk Specialist

●Provide Tier II, III and IV support to Merrill Lynch Users, specifically those with new laptops rollout. (VPN Connectivity, Printers, Office more related with Outlook Issues).

●Administered Office 365 and MS Exchange, including user account management, email configuration, and troubleshooting.

●Provided expert technical support for third-party financial applications, such as Bloomberg, adeptly troubleshooting and resolving issues to ensure smooth workflow and heightened productivity in fast-paced settings.

● SCCM (deployed Windows 11 in place upgrades to Windows 10 workstations. Classified devices by creating Device Scopes, Creation of Boundaries based on different subnets.

●Deploying 3rd parties MSI package to different devices groups, Deploying Microsoft Patching Updates using SCCM.

●Create assign and Update tickets through Remedy Ticketing System accordingly.

●Escalate tickets depending on the categorization of the issue.

●Corrected issues within windows registry, shared drive issues, security issues for individual users on needed basis, replacing failed PC hardware, monitors, re-imaging Pc’s and re-joining it to the domain.

●Assist as needed connecting remotely utilizing Configuration Manager (SCCM).

●Provide Application support to the ERP system.

●Assist with user account set ups in Active Directory including supporting password resets and termination of employees.

●Provided support to the Branch Networking Helpdesk and Global Helpdesk during high call volumes.

●Diagnosed, installed, configured, and repaired computer systems and software to ensure optimal functionality.

●Deploy Applications to device collections using SCCM. Creation of Boundaries (Network Subnets).

●Recorded and documented processes, both existing and newly established.

●Assist in new laptop rollout project.

●Manage Windows Servers, Active Directory Services, DNS, DHCP, WDS, SCCM. Implemented best DNS practices (Pointers Scavenging), creation of CNAMES pointers.

Ponte Vedra Corporation, Jacksonville, FL Mar 2020 – Feb 2022 IT System Engineer/ Administrator

●Promote excellent customer service, effective timely response and provide overall expertise supporting different issues with the ticketing system.

●Enforce quality of service guidelines to accomplish ITIL procedures, and overall customer satisfaction.

●Setup HP Switches to operate on different VLANs (Guest, Phone System, Admin, Camera System)

●Support an average of 1500 users. Ensure provides a timely and considerate customer service to end users resolving technical issues. Assist office staff and director’s board onsite and remotely through remote assistance tools (Bomgar).

●Troubleshot hardware, software, and connection issues, Network Diagnose and repairing PCs and printers to ensure minimal disruption to workflow.

●Creating user accounts and managing access control based on company policies.

●Analyzing and identifying reporting issues and implementing preventative solutions. Offer suggestions for any process improvements and develop new written procedures.

●Ability to use & troubleshoot Microsoft Windows 7, Windows 10 operating system, Microsoft Office 365, Intermediate level of troubleshooting on Excel & Outlook)

●Setup emails on different mobile platforms (IOS & Android)

●Email spam filtering system management with Barracuda in the Cloud.

●Internet filtering with Cisco Umbrella in the cloud.

●Managing Domain Group Policies.

●Active Directory (managing User Profiles, Logon Scripts, personal drives, Password Reset, Enable and Disable accounts.

●Managing several ESXI Servers in VMWare Vcenter.

●Manage Inventory, patches deployment, Windows Builds deployment including 3rd party applications through Dell Kace Software.

Managing Cisco Amp Cloud as the security endpoint antivirus protection software.

Web.com Group, Jacksonville, FL Jul 2019 – Mar 2020

System Administrator

●Keep tracking of software and Hardware Inventory using SCCM, Apply Windows patches using Microsoft System Center Configuration Manager (SCCM) and any MSI package file needed in the Local network.

●Add driver packages in SCCM.

●SCCM experience (Add wim images as needed to install Windows OS in SCCM (System Center Configuration Manager). Creation of device collections in SCCM, Deploy OS upgrade packages, Creation of Task Sequences to Install Windows 10 and enable bit locker.

●Creation of bootable media devices in SCCM.

●Worked in a windows 10 upgrade project using SCCM.

●Manage ticketing system (Attend tickets, closing tickets, provide accurate documentation of the resolution.

●Creation of VDIs (Virtual Desktops) in VMware Horizon for certain applications and users.

●Troubleshooting Windows 10 issues and repairing BCD corrupt files as needed to fix the issue.

●Troubleshooting Windows 10 using Windows Recovery WinRE (sfc /scannow /offbootdir=d:\

●/offwindir=d:\windows, chkdsk /r /f, BCDBoot.exe.

ERC Enhanced Resource Centers, Jacksonville, FL May 2018 – Jul 2019

System Administrator,

●Support the entire call floor and Corporate Offices with issues presented in a day-by-day basis. Troubleshoot Office, connectivity, and printing issues, Windows troubleshooting.

●Troubleshoot Citrix issues with Citrix receiver and Xendesktop.

●Deploying windows 10 install images using WDS and PXE booting to Windows 7 target computers, capture images, if necessary, as a master image.

●Creation of Task Sequences in MDT (Microsoft Deployment Toolkit to capture Images and Install Windows 10.

●Manage ticketing system (Attend tickets, closing tickets, provide accurate documentation of the solution.

●Update Hardware inventory in the system, if necessary, taking notes of relevant data (asset tag, serial number, model, brand, etc.).

●Update windows computers using WSUS.

●Creating MSI packages to deploy and install third-party software such as Google Chrome, Adobe Reader using Lan Sweeper.

SOLTEC USA Technologies contract (MSP) System Administrator. Miami, FL Jul/2017 – Dec/2017

●Provide IT Support different companies with support contract. Different Systems, Server Infrastructure, hardware, and network Infrastructure including virtualization systems implemented with VMWARE. ESXI Servers.

●Manage Windows Servers, Active Directory Services, DNS, DHCP, WDS, SCCM. Managed UNIX/LINUX servers running web services.

●Troubleshoot network connectivity issues using network protocols and monitoring tools.

●Assist users with different issues of Internet connectivity, VPN connections, and VPN client.

●Managing Group Policy Objects (GPO) in the existing local domain network environment.

Keep tracking of software and Hardware Inventory using SCCM, Apply Windows patches using Microsoft System Center Configuration Manager (SCCM) and any executable file needed inside of the local network.

Santa Cruz Bank contract IT Support Analyst Oct/2016 – Apr/2017

●Monitor Service Desk system and assign different incidents requested by the internal users prioritizing according to the corresponding established procedures.

●Monitor Datacenter networking devices (Core Switches, Distribution Switches, Servers, Routers) and managing the alerts through PRTG Software.

●SCCM (deployed Windows 11 in place upgrades to Windows 10 workstations. Segmented devices by creating Device Scopes, Creation of Boundaries based on different subnets. Deploying 3rd parties MSI package to different device scopes, Deploying Microsoft Patching Updates.

●Supervise IT Support staff, assigning different tasks and duties according to their technical skills of every tech support in the team.

●Maintain up-to-date Hardware and Software inventory using Spiceworks & System Center Configuration Manager (SCCM).

●Execute general preventive maintenance plan every two years to different devices such as ATMs, passbook printers, multifunctional Printers, PCs and UPS.

●Migrate all desktops PCs and Laptops to Windows 10 operating system version.

●Managing WSUS server healthy and up to date with the latest Microsoft Updates to keep the entire PC clients secure with the latest Microsoft Updates.

●Change of Hardware PCs that do not meet the minimum requirements to Upgrade Windows OS to accomplish the migration of old Windows not supported for Microsoft.

●Other duties assigned.

Psychsolutions, INC Helpdesk Coordinator, Miami, FL. 09/01/2015 – 10/2016

●Coordinate with the internal users through the helpdesk ticketing system any kind of issue regarding computer Hardware, software or networking issues.

●Prioritize depending of the importance and urgent of the issue.

●Maintain inventory updated of all Hardware devices such as servers, laptops, desktops, switches, routers, IP Phones, etc.

●Hardware & Software inventory using Microsoft System Center Configuration Manager SCCM, Packages Deploy, OS Packages Deploy, Device Collections, etc.

●Firmware and policy manager management in Headquarters and Branches firewalls through a maintenance calendar (PFSENSE)

●Keep all Windows Operating Systems up to date and running with the latest available Microsoft patches using WSUS (Windows Update Services).

●Other duties as requested.

PROPAGAS IT Helpdesk Support Supervisor 03/2014 – 08/2015

●Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.

●Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in call center issues.

●Promote excellent customer service, effective timely response and provide overall expertise supporting different issues with the ticketing system.

●Enforce quality of service guidelines to accomplish ITIL procedures, and overall customer satisfaction.

●Train helpdesk staff about operational procedures and troubleshooting skills. Provide training on new hardware and software applications as requested.

●Support an average of 300 users. Ensure the staff provides a timely and considerate customer service to end users resolving technical issues. Assist office staff and director’s board onsite and remotely through remote assistant tools.

●Creating user accounts and managing access control based on company policies.

●Analyzing and identifying reporting issues and implementing preventative solutions. Offer suggestions for any process improvements and develop new written procedures.

●Hardware Problems issues, Computer Upgrades, Networking Setup/Diagnoses, Software Problems, PC specific Issues & Troubleshooting.

●Ability to use & troubleshoot Microsoft Windows 7 operating system, Microsoft Office suite applications Excel, Outlook, PowerPoint, Word, Microsoft Publisher.

●Other projects and duties assigned.

Contact this candidate