Manuel A. Gutierrez634 Bluefield Ln. · Hayward, CA 94541 · 510.359.9157 · mannyg168@gmail.com

HIGHLIGHTS OF QUALIFICATIONS

10 + years of excellence as Customer Service/Support RepresentativeStrong oral, written, analytical organizational and interpersonal skills

Ability to work under stressful situationsProficient in Microsoft Office Suite

Knowledge of Remote Access ( Citrix, VPN, wireless)4 years of Helpdesk Support experience

Impeccable character with high ethical and quality standardsTeam Player with the highest level of integrity

Employment History

Robert Half Corporate: Pleasanton, CA 08/16 - PresentTechnical Support Specialist

Answer front line support calls from corporate and field users Support mobile devices: iPhone, Android and other devices Troubleshoot and resolve computer, network, and/or software issues including basic terminal

User maintenance Document all support incidents into support team incident tracking database(Service NOW) Contribute to support team knowledge based on regular basis with current and relevant customer and

team documentation Support remote access using (Citrix, VPN, Remote Assistant and Skype 4 Bus.) Assign tasks to third level support and/or IT escalation teams for further assistance

Planned Parenthood: San Jose, CA 09/15 – 5/16Help Desk Support

Provided day to day Helpdesk and Desktop Support to users, via voice, tickets, walk ups and IM Basic User and Security Group Active Directory administration Onboard of new hires including provisioning of laptops, monitors and peripherals Provided hardware, software, telecom, printing, and network support to users as necessary Provided troubleshooting support for a wide variety of 3rd party applications, Microsoft Office

2007/2010, PCs, Laptops, Peripherals, IP Phones, Network, Internet Browsers, Outlook 2010, Active Directory and Exchange, XP and Win7 operating systems, etc.

Install, move, changes and deploying hardware or software within the local offices Create new user access/login accounts and remove users files access from network upon user

separation

MORRISON & FOERSTER: San Francisco, California 05/14 – 08/15Help Desk Support

Provide technical assistance for incoming queries and issues related to computer systems, software, and hardware

Acted as liaison between staff members/client and Tier 2 support Automated deployment of operating systems, software update and patches with (SCCM) tools Managed created, disabled and reset users accounts and passwords in Active Directory Troubleshoot Windows 7 & 8, MAC OS, as well as common end user apps(MS Office, Adobe) Supported applications used by 2500+ users across 17 offices worldwide Troubleshoot and resolve access issues to various proprietary and 3rd party applications Basic User and Security Group Active Directory administration

Expertus Inc: Santa Clara, California 10/ 12 - 04/14 Help Desk Support

Provided technical guidance and assistance to end users via phone/ email/chat and remotely Responsibilities included prompt replies on telephonic inquiries, instant analysis of problems using

automated diagnostic programs and finding solutions for recurrent difficulties Documenting, tracking, and monitoring Tier 1 problems to ensure a timely resolution Provide end user training as necessary ad-hoc, meetings, or as user documentation Utilized and maintained the helpdesk tracking software Managed users accounts and passwords Basic PC network connectivity set-up, maintenance, and troubleshooting (Ethernet, TCP/IP, Remote

VPN)

CONTRA COSTA COUNTY BAR ASSOCIATION: Martinez, California 12/07-04/12 Bilingual Legal Interviewer/Administrative Assistant

Provided Administrative support to Executive director and five Program coordinators Performed filing, data management, drafting and editing short office memos Scheduled and coordinated meetings, arbitrations, consultations, depositions and mediations Responded to incoming queries from external clients in a timely manner Navigated customers and BAR members through CCCBA website Managed purchases, direct vendor relations, generated and maintained equipment tracking records Assisted with annual Membership renewal, mass mailing and Event registrations at off- site events Prepared letters, correspondence, spreadsheets, and other documents as needed Worked on other projects as needed

CONTRA COSTA COUNTY IHSS PUBLIC AUTHORITY: Martinez, California 01/07-11/07Customer Service Representative

Handled inbound multi-line phones screened and transferred calls accordingly Provided Administrative support to Supervisors, Managers and other staff as needed Screened, distributed and coded all incoming mail and time sheets Performed filing, data management and all other office administrative duties Experience dealing with high levels of confidentiality