Drake Gutierrez

Experience

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  The Walt Disney Company

  May 2014 - Nov 2014

  Food and Beverage Cashier

  • Processed payment by cash, check, credit cards, vouchers, or automatic debits via POS system• Counted money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.• Performed Cash count out at end of shift, compiling a $300 fund for next day cashier• Stocked and maintained inventories according to store policies. • Performed food handling duties that varied in accordance to job location. (i.e. Prepped chicken, mixed specialty drinks)• Performed closing procedures after park would close which also varied in accordance to job location. • Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas. • Welcomed and acknowledged all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Show less

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  Spectrum

  Dec 2015 - May 2019

  • Resolved network connectivity issues.• Diagnosed tech issues and walked customers through the steps needed to fix various problems.• Provided timely and creative solutions to challenging problems.• Maintained a high level of professionalism with clients and working to establish a positive rapport with every caller.• Communicated technical issues to non-technical users in clear simple terms.• Walked clients through hardware and software installation.• Spoke to customers to quickly get to the root of their problem. Show less Manage large amounts of incoming callsGenerate sales leadsIdentify and assess customers’ needs to achieve satisfactionBuild sustainable relationships and trust with customer accounts through open and interactive communicationProvide accurate, valid and complete information by using the right methods/toolsMeet personal/customer service team sales targets and call handling quotasHandle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Show less

  • Technical Support Specialist

    Dec 2016 - May 2019

  • Customer Service Representative

    Dec 2015 - Dec 2016
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  Cal Poly Pomona Enterprises

  Apr 2021 - Jan 2022

  PC Support Specialist

  • Install, upgrade, troubleshoot, and repair desktop computers and peripherals in a networked environment• Ensure day-to-day productivity through face to face, telephone, and remote desktop technical support• Monitor tickets in multiple queues to facilitate the processing of all customer support requests and manage personal queues to prioritize and complete work to meet or exceed response and resolution targets• Manage imaging projects and tasks, updating image OS, adding out of box drivers for device compatibility• Lead new hire onboarding from creating and supporting user accounts and maintenance to hardware procurement and deployment• Creating groups, deleting, and disabling of user accounts, password resets, granting and or modifying user and file and share level permissions within Active Directory• Take inventory of all equipment and peripherals, make purchases for needed IT equipment Show less

• 

  Uline

  Jan 2022 - now

  Systems Technician

  Respond to and resolve user support requests in both an office and warehouse environment.Act as a senior-level escalation point person for complex requests.Log time and problem resolutions into ticketing system.Manage user accounts and permissions.Receive assets, maintain inventory and perform regular audits.Deploy new hardware and software as well as perform maintenance on existing equipment.Provide support for and assist in the implementation of large-scale projects.Participate in an on-call support rotation alongside other local technicians.Work with local facilities and third-party vendors to support IT and infrastructure systems. Show less