Carlos Guerrero
Revere,MA
Summary
Experienced IT Support Professional with 20+ years of enterprise desktop support, executive support, and infrastructure troubleshooting experience in legal and municipal environments. Skilled in Microsoft 365, Windows administration, Citrix, Active Directory, AV/conference room technology, endpoint deployments, and incident management. Proven track record delivering white-glove support, managing enterprise hardware lifecycles, and resolving complex technical issues in fast-paced environments.
Overview
23
23
years of professional experience
Work History
IT Service Desk Support Analyst
CITY OF REVERE
Revere, USA
05.2024 - Current
- Serve as primary point of contact for IT support requests, providing Tier 1/Tier 2 troubleshooting for hardware, software, network, and system issues.
- Manage and support desktop environments, printers, copiers, and peripheral devices across multiple departments.
- Perform workstation imaging, software installation, patching, updates, and system maintenance.
- Administer Active Directory and Microsoft 365, including account creation, email setup, permissions, and password resets.
- Manage IT asset inventory, procurement tracking, and equipment lifecycle processes.
- Support VoIP phone systems and assist users with configuration and troubleshooting.
- Administer Mimecast email security policies including spam filtering, malware protection, and custom rules.
- Provide support for access control systems including card readers, key fobs, and security surveillance systems.
- Document and track incidents in ticketing systems while ensuring timely resolution and escalation when needed.
- Collaborate with MSP partners to monitor systems, resolve technical issues, and support infrastructure upgrades.
IT Trial Support Specialist / Desktop Support
GOODWIN PROCTER LLP
Boston, USA
12.2016 - 04.2024
- Provided onsite and remote desktop support for attorneys, legal staff, and trial teams in fast-paced legal environments.
- Troubleshot hardware, software, Windows OS, VPN, Citrix, mobile device, and connectivity issues across office and remote locations.
- Supported Microsoft Office Suite, Exchange, Active Directory, remote access technologies, printers, and enterprise applications.
- Managed ServiceNow incidents, escalations, ticket documentation, and service requests while meeting service level expectations.
- Supported Teams/Zoom conference room technology, AV systems, and courtroom/trial technology setups for legal teams and client meetings.
- Coordinated technology deployments for war rooms, offsite trial sites, department moves, and remote legal operations.
- Performed root cause analysis and resolved complex technical issues while minimizing downtime during active trial support operations.
Sr. Desktop Support Analyst
GOODWIN PROCTER LLP
Boston, USA
07.2011 - 12.2016
- Provided Tier 2 and Tier 3 desktop and end-user support in a fast-paced enterprise legal environment.
- Supported Windows environments including Microsoft Office Suite, Exchange, Active Directory, desktop imaging, software deployment, and enterprise applications.
- Managed workstation deployments, desktop refreshes, software rollouts, department moves, onboarding activities, and infrastructure support projects.
- Configured and supported desktops, laptops, printers, scanners, MFDs, VoIP devices, and mobile devices.
- Managed IT asset inventory, procurement support, device replacements, and inventory tracking.
Desktop Support Analyst
GOODWIN PROCTER LLP
Boston, USA
01.2003 - 06.2011
- Provided first and second level desktop support for hardware, software, and operating system issues.
- Installed and configured Windows operating systems, printers, and network devices.
- Assisted with AV presentations and conference room technology support.
- Managed IT asset tracking, equipment disposal, and inventory control.
Education
Networking Technology & Administration -
Bunker Hill Community College
B.S. - Management Studies
Cambridge College
Information Technology & Professional Skills Training -
Year Up, Inc.
Skills
- Windows 10/11
- Microsoft 365
- Exchange
- Active Directory
- SCCM
- Office Suite
- Citrix
- VPN
- Remote Support Tools
- ServiceNow
- Incident Management
- Imaging
- Desktop/Laptop Deployment
- Printers
- MFDs
- Mobile Devices
- Microsoft Teams Rooms
- Zoom
- Polycom
- Conference Room AV
- LAN/WAN
- WLAN
- Mimecast
- Access Control Systems
- Avigilon
- IPhone
- IPad
- Android
- VoIP Systems
Education Certifications
- Bunker Hill Community College, Networking Technology & Administration
- Cisco, CCNA Coursework
- Cambridge College, B.S. Management Studies
- Year Up, Inc., Information Technology & Professional Skills Training
- ITIL Foundation Certificate - IT Service Management
Timeline
IT Service Desk Support Analyst
CITY OF REVERE
05.2024 - Current
IT Trial Support Specialist / Desktop Support
GOODWIN PROCTER LLP
12.2016 - 04.2024
Sr. Desktop Support Analyst
GOODWIN PROCTER LLP
07.2011 - 12.2016
Desktop Support Analyst
GOODWIN PROCTER LLP
01.2003 - 06.2011
Networking Technology & Administration -
Bunker Hill Community College
B.S. - Management Studies
Cambridge College
Information Technology & Professional Skills Training -
Year Up, Inc.