Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Drake Gutierrez

Drake Gutierrez

IT Support Engineer
Claremont,CA

Summary

IT Support Specialist with 7+ years of enterprise IT experience, specializing in endpoint management, Active Directory, and Microsoft Intune. Experienced in supporting large-scale environments, providing escalated technical support, and leading system deployments across multiple sites. Currently pursuing Microsoft cloud certifications (MD-102, MS-102) with a career focus on transitioning into cloud infrastructure engineering roles.

Overview

10
10
years of professional experience

Work History

IT Systems Technician

Uline
01.2022 - 09.2025
  • Responded to and resolved user support requests across office and warehouse environments.
  • Served as senior escalation point for complex technical issues.
  • Documented time and resolutions within the ticketing system to ensure accurate tracking.
  • Administered user accounts and permissions across enterprise systems.
  • Received, tracked, and audited IT assets to maintain accurate inventory.
  • Deployed new hardware and software; performed maintenance on existing equipment.
  • Supported and contributed to the implementation of large-scale IT projects.
  • Participated in on-call rotation, providing timely support for critical incidents.
  • Coordinated with facilities teams and third-party vendors to maintain IT and infrastructure systems.

PC Support Specialist

Cal Poly Pomona Enterprises
04.2021 - 01.2022
  • Installed, upgraded, and repaired desktops, laptops, and peripherals in a networked environment.
  • Provided technical support via in-person, phone, and remote tools to minimize downtime.
  • Managed multiple ticket queues, prioritizing requests to meet response and resolution targets.
  • Executed imaging projects by updating OS builds and integrating device drivers.
  • Supported new hire onboarding through account setup, hardware deployment, and system access.
  • Administered Active Directory: account provisioning, password resets, group management, and file/share permissions.
  • Tracked IT assets and coordinated hardware procurement to meet business needs.

Technical Support Specialist

Spectrum
12.2016 - 05.2019
  • Resolved network connectivity and technical support issues for end users.
  • Diagnosed problems and guided customers step by step through effective solutions.
  • Delivered timely, creative resolutions to complex technical challenges.
  • Maintained professionalism and built positive rapport with every customer interaction.
  • Explained technical concepts clearly to non-technical users.
  • Asisted clients with hardware and software installations.
  • Engaged customers to quickly identify root causes and ensure efficient resolution.

Customer Service Representative

Spectrum
12.2015 - 12.2016
  • Managed inbound customer calls, billing inquiries, and sales opportunities.
  • Consistently exceeded performance metrics for call quality and resolution.

Education

BBA - IT / Cybersecurity & Forensics

California State Polytechnic University, Pomona
Pomona, CA
01.2021

GED - Business Administration & Management

Citrus College
Glendora, CA
01.2019

Skills

  • Microsoft Intune
  • Active Directory
  • MECM
  • Windows Deployment (MDT/WDS/ADK)
  • Azure AD & M365
  • ServiceNow, BeyondTrust
  • SentinelOne, Cisco VPN

Timeline

IT Systems Technician

Uline
01.2022 - 09.2025

PC Support Specialist

Cal Poly Pomona Enterprises
04.2021 - 01.2022

Technical Support Specialist

Spectrum
12.2016 - 05.2019

Customer Service Representative

Spectrum
12.2015 - 12.2016

BBA - IT / Cybersecurity & Forensics

California State Polytechnic University, Pomona

GED - Business Administration & Management

Citrus College
Drake GutierrezIT Support Engineer