Summary
Overview
Work History
Education
Skills
Timeline
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Steven Guzman

IT Application Analyst
Cupertino,CA

Summary

As an IT Application Analyst with extensive experience in casino and gaming technology, I bring a robust skill set in technical support, project management, networking, and financial consulting. I am adept at collaborating with clients to design and implement scalable systems tailored to their specific needs.

Overview

7
7
years of professional experience
3
3
years of post-secondary education
2
2
Languages

Work History

IT Analyst - Qualcomm

Insight Global
11.2024 - Current
  • Provide first-level technical support to clients, troubleshooting issues related to hardware, software, and devices, and following standard operating procedures.
  • Document incidents, service requests, and resolutions while adhering to escalation procedures and supporting key performance metrics.
  • Continuously enhance skills through internal training, contribute to knowledge sharing, and escalate routine issues to appropriate resources when needed.

Application Analyst

Golden Entertainment
03.2022 - 06.2024
  • Support, coordinate, and execute system implementations, software upgrades, and enhancements in a fast-paced casino environment for over 60 locations
  • Developed project methodology, implemented portfolio and pipeline processes, budgeting and reporting using resources such as Dynamics 365 and Tableau
  • Provided support for different applications like Dynamics Marketing, Project Operations, Power Apps Portals, Power Applications and Field Service, Customer Service
  • Collaborated with project team members during requirements, design, implementation, verification and maintenance phases
  • Ensured compliance with all relevant gaming laws, company internal controls, policies, procedures, and federal regulations

Compliance Support, Operations Specialist II

Everi Holdings
12.2019 - 03.2022
  • Ensured the functionality of compliance software by regularly contacting over 30 casinos
  • Resolved customer technical issues by leveraging collaboration, applying troubleshooting best practices, and maintaining transparency within and across teams, specifically within the Dynamics 365 technology framework
  • Communicated proactively with programmers, providing explanations of software errors and making recommendations for program changes as necessary
  • Addressed requests from both internal and external clients, efficiently resolving any issues they encounter

Product Advisor

Microsoft Store
07.2018 - 08.2019
  • Delivered exceptional customer service to showcase the potential of technology, ultimately empowering customers to achieve more
  • Highlighted key benefits for Microsoft 365 and Microsoft Dynamics 365 to consumer and enterprise customers during live demos within each system
  • Collaborated with small businesses and enterprises to identify suitable product and cloud solutions
  • Guided customers through the discovery, purchase, and utilization of Microsoft technology solutions and services, ensuring their individual expectations were not only met but exceeded

Education

Associate of Arts - Business Administration

Evergreen Valley College
San Jose, CA
01.2016 - 01.2019

Skills

  • Dynamics 365 Applications

  • Microsoft SQL

  • Tableau

  • Power BI

  • CRM System Skills

  • Data Analysis

  • Software Management & Troubleshooting

  • Comprehensive Application Testing

  • Incident Management

  • Networking Skills

  • Powershell

  • Project Management

  • Technical Writing

  • Knowledge of Configuration of Cisco Routers and switches

  • Troubleshooting in Both Windows and Mac

  • Proficient with Microsoft Office suite

Timeline

IT Analyst - Qualcomm

Insight Global
11.2024 - Current

Application Analyst

Golden Entertainment
03.2022 - 06.2024

Compliance Support, Operations Specialist II

Everi Holdings
12.2019 - 03.2022

Product Advisor

Microsoft Store
07.2018 - 08.2019

Associate of Arts - Business Administration

Evergreen Valley College
01.2016 - 01.2019

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Steven GuzmanIT Application Analyst