Alexander J. Gutierrez
Broomfield
Summary
I have help facilitate and create a high level of support for coworkers, team members, and for managers
I can help diagnose and resolve complex hardware and resolve software issues such as User’s profiles and accounts
Maintaining and managing a variety of project and tasks assigned to our team while exercising sound judgment techniques
Overview
3
3
years of professional experience
1
1
Certification
Work History
Network Support IV
Ball Aerospace and BAE Systems Inc.
- Current
- Perform a variety of project tasks, while exercising judgment and decision making in the diagnosis and resolution of computer hardware and software problems.
- Intermediate knowledge of Pc software installs and connecting workstations to company network.
- Firm understanding of Desktop/PC Hardware and components.
- Provide guidance to team members for tasks.
- Maintain a configuration management system to track and control ITS tickets on ServiceNow to be completed.
- Maintain effective working relationships within the department, the Strategic Business Units, Strategic Capabilities Units and the Company.
- Interact appropriately with others to maintain a positive and productive work environment.
- Ability to prioritize, organize, and collaborate with teams for tasks and projects assigned to me and to our group.
- Facilitate hardware moves of Cisco phones and Machines from one office to the next and ensured that workstation functions properly on the network with the use of Secure-CRT to ensure hardware is appearing on the network.
- Aware of the potential threats from open-source intelligence gathering.
- Report to management on what the team needs to focus on for the week.
- Investigations in what is causing hardware or software issues.
- Establish and maintain effective working relationships within the department, the Strategic Business Units, Strategic security requirements.
- Interact appropriately with others to maintain a positive and productive work environment.
Deskside Spec I and Help Desk II
Ball Aerospace
07.2022 - 03.2024
- Provided professional assistance to the user under stressful situations.
- Solved computer workstation problems following established policies and procedures.
- Maintained appropriate documentation records (both hardcopy and on-line), log and track problems, and resolutions as appropriate.
- Consistently provided basic IT-related troubleshooting and end-user support.
- Solved IT-related issues and execute predefined requests per established policies and procedures.
- Create or update knowledge base articles to reflect current data and processes.
- Archive outdated knowledge articles as older processes become obsolete.
- Participated in the Help Desk call center queue and consistently meet call center metrics.
- Remotely troubleshooted personal computer and peripheral equipment.
- Established and maintain effective working relationships within the department, the Strategic Business Units, Strategic Capabilities Units and the Company.
- Interact appropriately with others to maintain a positive and productive work environment.
- Follow-up and updated customer status and information.
Deskside Help
Information Systems Integrators (ISI)
- Performed a variety of project tasks such as maintaining constant communication with team members to complete various tasks.
- Successfully installing hardware for workstations at remote locations.
- Created a project task list and assigned roles to each team member to streamline the workstation configuration setup.
- We were able to finish ahead of schedule because of this improved workflow.
- Established and maintained an effective working relationship with coworkers.
- Built an efficient, positive, and productive work environment.
- Assisted coworkers in tasks that needed to be completed by exercising judgment and decision making in diagnosing any hardware issues.
- Passed on feedback and suggestions by customers to contractor.
Education
Dual Bachelor Degrees - Business Management, Information Systems
University of Colorado (CU), Business School
Computer User Support Specialist Program - undefined
ACI Learning
Skills
- Customer & Client Service
- Windows 11 & Office 365
- Prioritization
- Problem Solving
- Technical Support
- End User Support
- Software & Hardware
- Detailed Oriented
- Active Directory
- Network Management
- Backup & Recovery
- Innovative
- Configuring Software
- Operating Systems
- Troubleshooting
- Analytical
- Help Desk & Ticketing
- Analytical Skills
- Data Management
- Python programming
- ProjectLibre
- RStudio
- Oracle
- MongoDB
- Microsoft SQL
- Window OS
- Concepts of SharePoint
- HTML/CSS
- Data Analytics
- CompTIA courses
- GitHub
- WordPress
- SCCM Software Tool
- PowerShell
- PowerShell ISE
- ServiceNow Portal
- Exchange Admin Console
Certification
- Security+ Certification, CompTIA, Certified
- ITIL 4 Certification, People Cert, Certified
- Python for Data Science and Machine Learning, Udemy, Completed
- CIW Data Analysis, uCertify, Completed
Accomplishments
- Active Top Secret/SCI with Full Scope Polygraph
- Help facilitate and create a high level of support for coworkers, team members, and for managers
- Help diagnose and resolve complex hardware and software issues such as User’s profiles and accounts
- Maintain and manage a variety of projects and tasks assigned to our team while exercising sound judgment techniques
Information And Technology Skills
- Python programming
- ProjectLibre (Project Management)
- RStudio
- Oracle, MongoDB
- Microsoft SQL
- Windows OS
- Concepts of SharePoint
- HTML/CSS
- Data Analytics
- CompTIA courses
- GitHub
- WordPress
- SCCM Software Tool
- PowerShell
- PowerShell ISE
- ServiceNow Portal
- Exchange Admin Console
Customer Satisfaction
- Ability to perform high level of problem-solving ability, self-initiative and the ability and willingness to work most of the time without direct supervision.
- Strong in following detailed and specific directions, per customer request and accepting constructive feedback.
Timeline
Deskside Spec I and Help Desk II
Ball Aerospace
07.2022 - 03.2024
Network Support IV
Ball Aerospace and BAE Systems Inc.
- Current
Deskside Help
Information Systems Integrators (ISI)
Dual Bachelor Degrees - Business Management, Information Systems
University of Colorado (CU), Business School
Computer User Support Specialist Program - undefined
ACI Learning