Sebastian Gutierrez-Roldan
Tier II Desktop Support
Gaithersburg,MD
Summary
Tech-Savvy Desktop Engineer with hands-on experience in technical support and desktop engineering. Delivered innovative solutions that enhanced organizational productivity through effective problem-solving and the use of emerging technologies. Committed to continuous improvement and advancing company goals in fast-paced environments.
Overview
7
7
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Tier 2 Desktop Support @ NIH
CTIS Inc
02.2026 - Current
- Handling of an average of 30%-40% more tickets than colleagues.
- Post-transition to new contracting company I have continued to hold a 100% SLA with every user over the past few months accumulating to 3 years of perfect service.
- Provided advanced troubleshooting support for hardware and software, ensuring minimal downtime.
- Troubleshooted and fixed VPN, software (e.g. Adobe Acrobat, MS Teams, MS Office, etc.), WiFi, and other issues pertaining to Windows based systems.
- Formulated SOPs to streamline queue management; has increased accuracy and time per each ticket assignment.
- Trained junior staff on desktop support procedures, fostering a knowledgeable and capable team.
- Resolved complex technical issues for end-users, enhancing user productivity and satisfaction.
- Documented and updated knowledge base articles, improving team efficiency and user self-service.
- Collaborated with cross-functional teams to implement system upgrades, streamlining operations.
Tier 2 Desktop Support @ NIH
DLH Solutions
08.2023 - 02.2026
- Handling of an average of 20%-30% more tickets than colleagues.
- Held 100% SLA with every user over the past 2.5 years with NIH.
- Created CMD/PowerShell script to correct issues with Windows update service.
- Maintained high levels of customer satisfaction through clear communication, empathetic listening, and diligent problem-solving efforts.
- Facilitated smooth transitions during software upgrades by providing thorough documentation and training to end-users.
- Collaborated with cross-functional teams to implement system upgrades, enhancing overall IT infrastructure reliability.
- Managed user accounts and permissions, ensuring compliance with security protocols and data access policies.
- Documented troubleshooting procedures and solutions in a knowledge base, streamlining future support efforts.
- Participated in regular team meetings to discuss project updates and share best practices for desktop support.
Computer Repair Specialist
Micro Center
12.2020 - 08.2023
- Documented changes and actions in computer-based tracking system.
- Generated reports for customer service issues and repair records.
- Diagnosed and resolved malfunctions in computers, office machines and automated teller machines.
- Streamlined local businesses repair processes to minimize day-to-day downtime and increase overall productivity.
- Received rewards for best customer service in a fiscal year.
- Facilitated maintenance team training procedures to align with company standards.
- Restored data on computers and office machines.
IT After School Coordinator
C3 Cyber Club
09.2019 - 06.2020
- Taught children the basics of coding, game design, and robotics.
- Managed paperwork for childcare operations, employee management and state requirements.
- Built culture-friendly program to help children and parents of diverse backgrounds feel welcome.
- Specialized in reworking lesson plans to cater to students' needs.
Education
Associate of Applied Business -
Montgomery College
Rockville, MD 05.2001 -
Skills
- ServiceNow & Jira
- Windows OS
- Mac OS
- iOS
- Android OS
- VPN
- Active Directory
- MDM (ie Ivanti/MobileIron & Intune)
- Remote access software
- Federal IT Support
- Health IT Support
- PIV/CAC Support
- SSO support
- MS Office 365
- Outlook support
- MS Teams support
- Adobe Creative Cloud Suite
- Google Workspace
- Formulate SOPs
- Image & reimage process
- Scripting (CMD & PowerShell)
- MS Deployment Toolkit
- Group Policy via Active Directory
- Bitlocker
- Oracle VirtualBox
- LAN
- TCP/IP
- DNS
- VoIP
- MFA Enforcement
- Data backups & data recovery
- Hardware diagnostics
- Testing & evaluation
- Technical support
- Network support
- MS SharePoint
- Software installation
- Problem resolution
- Effective communication
- Customer service
- Time management
- Teamwork
- Responsible
- Dependability and detail orientation
- De-escalation
- Technical mentorship
Certification
Public Trust Clearance
Additional Information
Authorized to work in the US for any employer.
Timeline
Tier 2 Desktop Support @ NIH
CTIS Inc
02.2026 - Current
Tier 2 Desktop Support @ NIH
DLH Solutions
08.2023 - 02.2026
Computer Repair Specialist
Micro Center
12.2020 - 08.2023
IT After School Coordinator
C3 Cyber Club
09.2019 - 06.2020
Associate of Applied Business -
Montgomery College
05.2001 -