Gabriel Olguin Martinez
Bakersfield,CA
Summary
Results-driven IT & Network Support Engineer experienced in configuring, maintaining, and troubleshooting enterprise network systems and servers. Cisco CCNA Academy-trained in routing, switching, and WAN technologies. Expertise in Tier 1–2 technical support and Active Directory management, utilizing ServiceNow and Remedy for effective incident resolution and optimized connectivity.
Overview
2
2
Languages
1
1
Certification
19
19
years of professional experience
Work History
IT Support Engineer
21st Century Programming
Bakersfield, CA
08.2016 - Current
- Deliver Tier 1 and Tier 2 IT support to internal and external end-users, resolving high-priority network connectivity, hardware, and software tickets via remote management tools.
- Administered SQL Server databases, executing maintenance scripts and routine procedures to maintain system integrity and optimize performance.
- Assist in enterprise server migrations, OS upgrades, and ROM updates across production environments with minimal downtime.
- Administer SQL Server databases, executing maintenance scripts and routine procedures to ensure system integrity and performance.
- Authored technical documentation and knowledge base articles to improve incident resolution workflows and reduce response times.
Call Center Representative
Plantronics
Tijuana
05.2012 - 07.2016
- Provided Tier 1 technical support and product troubleshooting for end-users, maintaining high customer satisfaction ratings.
- Utilized internal knowledge bases and diagnostic tools to efficiently isolate hardware and software issues, enhancing resolution speed.
- Documented incident logs, escalated complex technical issues, and resolved billing/service inquiries to ensure customer satisfaction.
IT Field Technician
Mundo Digital
Tijuana
06.2010 - 01.2011
- Resolved technical service requests through ServiceNow and Remedy, ensuring timely support and client satisfaction.
- Executed physical infrastructure deployments, including Cat5e/Cat6 cabling and CCTV systems, enhancing operational readiness.
- Diagnosed and repaired desktop hardware and software components, restoring functionality for client environments.
IT Support Engineer (Intern)
Zentrum
Tijuana
02.2010 - 08.2010
- Provided local and remote Tier 1 support for Linux and Windows environments, ensuring timely resolution of user issues.
- Managed Active Directory user accounts, permissions, security groups, and access rights.
- Documented and maintained case records for recurring software issues, facilitating quicker troubleshooting and resolution.
Technical Support Engineer
Redes y Soporte en Microcomputación
12.2007 - 10.2008
- Configured Cisco routers, switches, modems, and firewalls to enhance security and connectivity for small-to-medium business networks.
- Installed Cat5e cabling infrastructures and directional wireless antennas to ensure stable local connectivity for users.
- Supported system installations, maintenance, and network troubleshooting for Windows desktop platforms, ensuring optimal performance and user satisfaction.
Education
Bachelor of Science - IT Networking & Communication Engineering
Universidad Tecnológica De Tijuana
Tijuana, Mexico07.2011
Skills
- Networking & Protocols: TCP/IP, OSI Model, VLANs, OSPF, Static Routing, WAN Technologies, DNS/DHCP
- Hardware & Infrastructure: Cisco Routers & Switches, Cisco PIX Firewalls, Structured cabling, CCTV, Wireless Antennas
- Systems & Cloud: Windows Server (2016/2022), Windows OS, Linux (Ubuntu), Active Directory
- Tools & Software: ServiceNow, Remedy, Remote Desktop Tools, SQL server management
- Core Competencies: Network troubleshooting
- Network security
- Software deployment
- Technical writing
Certification
- Cisco CCNA Academy (Modules 1–4): Network Fundamentals, Routing & Switching, WAN Technologies
- Google IT Support Professional Certificate (2025)
- Basic Linux Commands – Google
LANGUAGES
English: Professional Working Proficiency (B2)
Spanish: Native
Timeline
IT Support Engineer
21st Century Programming
08.2016 - Current
Call Center Representative
Plantronics
05.2012 - 07.2016
IT Field Technician
Mundo Digital
06.2010 - 01.2011
IT Support Engineer (Intern)
Zentrum
02.2010 - 08.2010
Technical Support Engineer
Redes y Soporte en Microcomputación
12.2007 - 10.2008
Bachelor of Science - IT Networking & Communication Engineering
Universidad Tecnológica De Tijuana