Abraham Gutierrez
Systems Administrator
Peoria,AZ
Summary
Experienced Systems Administrator with 5 years in experience with software and management of server infrastructures across operating system platforms. Determined to deliver best technical solutions to meet functional and business requirements. Diligent troubleshooter, with strong communication skills to interact effectively with employees and departments various IT environments. Flexible with positive work attitude focused on producing results under tight deadlines.
Overview
5
5
years of professional experience
Work History
System Administrator
Solera Health
Phoenix, AZ
3 2022 - Current
- Established network specifications and analyzed workflow, access, information and security requirements.
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Created patches and solutions to fix bugs in existing applications.
- Managed onboarding and offboarding of employees.
- Delivered Tier 1, 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Worked hand and hand with security to make sure possible security alerts were alleviated.
- Worked with Rapid 7 and Mimecast security applications to monitor spam and possible security vulnerabilities.
- Assisted with SOC2 and HiTrust Audits.
- Was lead systems administrator for about 4 months supporting over 300 employees.
- Maintained current software licenses for computers and mobile devices.
- Worked with 3rd party Vendors to establish working contracts and licenses for applications in use or renewal.
- Worked with Legal department to help organize contract agreements with vendors and current ones.
- Worked in Azure environment and Active Directory to assign access within SQL servers and Virtual Machines.
- Updated and monitored virtual machines within Azure.
- Worked in Google Admin console to assign access to Google drive, permissions and security controls.
- Worked in Microsoft Office 365 admin center to setup permissions and access. Installed and managed Office Software.
- Managed and maintained applications such as Teams, Sharepoint, and Endpoint manager within Office and assisted with deploying MS Integrated apps.
- Managed Microsoft Exchange for user mailboxes to setup Delegation access or to setup distribution lists or Group access.
- Managed users and guest access within Teams. Also assisted with setting up Phone numbers for employees.
- Review quarterly MS Office licenses for our quarterly audits.
- Worked in Okta to setup permissions and access and setup MFA to manage secure logins and viewed logs of possible issues.
- Worked with Developers to add or remove and update deprecated and outdated software that needed to updated (Java,Python,and Linux)
- Maintained, Configured, and Troubleshooted Mac and Windows devices.
- Provisioned new software and hardware for use, following established security policies.
- Configured sFTP connections and access for Clients.
- Have experience managing Slack, 1Password, and Okta as well as Salesforce.
- Worked with different service desk applications (ManageEngine and Remedy)
- Assisted with migration from Google services to Microsoft.
- Experience with using all of Microsoft applications (Sharepoint, Outlook and more)
- Have experience managing devices in Jamf Pro and Intune.
- Maintained and patches servers monthly within Azure
- Also have Powershell scripting experience and continuing my knowledge of it.
IT Support Specialist
Bank Of America
10.2020 - 03.2022
- Processed over 50-80 support requests weekly for technical assistance on wide range of issues related to VPN and REMOTE PC/HVD issues.
- Configured hardware, devices and software to set up work stations for employees.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across 4 different time zones.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Installed Mcafee security applications and devices and suggested additional security measures.
- Updated and modified Software to maintain required performance metrics and safeguard against security flaws.
- Managed Outlook, Teams as well as most Office applications for all employees.
- Used ITSM Remedy as our ticketing system.
- Setup User accounts and access within Active Directory.
- Troubleshooted any issues within Outlook Exchange servers or issues with PST folders.
- Setup work orders for HP technicians to drive out to BofA branch locations to troubleshoot any HP hardware.
Mortgage Loan Specialist
Discover Financial Services
02.2016 - 02.2020
- Assisted customers on applying for home equity loans and getting them to the correct loan process. Troubleshooted issues with online support and login issues.
- Went Over APR pricing and Benefits
- Developed prospects for new loans by conducting cold calls weekly.
- Assisted senior-level credit officers with complex loan applications
Customer Service Representative
Discover Financial Services, DFS
10.2014 - 01.2016
- Provided information to customers regarding Discover's credit cards and loyalty program and helped to open and activate new accounts.
- I also assist customers with payments, and help resolve customer complaints or issues.
- I have also worked in Usage, where i offered promotional offers, and advised the customers of the benefits of their discover card. These customers were customers with high balances or were close to closing there accounts.
- Discover Products As I transitioned to Products I assisted customers with activating and canceling there services.
- Provided primary customer support to internal and external customers in fast-paced environment. Recommended Discover Products and Services to customers, thoroughly explaining details.
- Assisted customers with understanding credit decisions
- Went over Credit Factors and went over potential credit risks
- Improved understanding of financial statements, which helped in assessing risk.
- Assisted with online support
Skills
Desktop support
Software diagnosis
Technical issues analysis
Technical Support
IOS Support
Android Support
Windows and Linux support
Azure
MDM systems (Intune and Jamf)
Active Directory
Timeline
IT Support Specialist
Bank Of America
10.2020 - 03.2022
Mortgage Loan Specialist
Discover Financial Services
02.2016 - 02.2020
Customer Service Representative
Discover Financial Services, DFS
10.2014 - 01.2016
System Administrator
Solera Health
3 2022 - Current