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, CA01.2021
GED - Business Administration & Management
Citrus College
Glendora, CA01.2019
Skills
- Microsoft Intune
- Active Directory
- MECM
- Windows Deployment (MDT/WDS/ADK)
- Azure AD & M365
- ServiceNow, BeyondTrust
- SentinelOne, Cisco VPN
Websites
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