Thomas Gutierrez

Experience

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  Geek Squad

  Jun 2008 - Aug 2010

  Auto Tech

  - Responsible for assisting customers with questions about merchandise and installations- I acquired certifications to install radios, satellite radios, sound systems, speakers, amplifiers, and alarms in a variety of different vehicles

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  Apple

  Apr 2011 - Apr 2016

   Face to Face Customer Service / Technical Support - Customer service being one of the most important aspects of the Genius role, one must have the ability to build and restore positive customer relationships by providing technical advice and troubleshooting support to the plethora of internal and external customers.  Apple Certified Repair Technician - Ability to perform and deliver in an extremely fast paced environment and still provide speedy and precise technical repairs - Triage, troubleshoot, and repair, hardware and software issues with portable and desktop computers - Triage, troubleshoot, and repair, mobile devices (iPhone, iPad, iPods) with hardware and software issues. Show less

  • Enterprise Server & Education Technical Support Advisor

    Sept 2015 - Apr 2016

  • Genius at Apple

    Apr 2011 - Sept 2015
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  The Company of Others (Formerly FKM)

  May 2014 - Aug 2014

  Creative Intern

  - Worked together with the ‘14 Summer Intern Team as the lead designer to establish a brand vision for our designated client, “No Yolks Noodles.” We created and implemented conceptual and thematic strategies to create a unified aesthetic to help revitalize our clients’ products.- I took part in launching the company’s blog, CultivateHouston.com, which is part of Google’s smart phone App. - Google Field Trip

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  The University of Texas at Austin

  Apr 2016 - May 2021

  *Oversaw the daily operations of the ID Center, ensuring efficient and accurate issuance of identification cards for students, faculty, and staff.*Managed a team of staff, providing training, support, and performance evaluations to maintain high standards of service.*Implemented process improvements to enhance the efficiency and security of ID card issuance and management.*Collaborated with various university departments to integrate ID card functionalities with campus services and systems.*Resolved complex issues related to ID card usage and access, maintaining a focus on user satisfaction and system integrity. Show less * Provide first-level contact, incident handling and request fulfillment for a variety of IT and business services for the UT community. * Resolve user reported problems using advanced troubleshooting with available tools and resources, following procedures/policies for the handling of support cases. * Provide accurate and timely logging of incidents, requests and resolutions for problems in the problem management program. * Act as the liaison between customer support and internal support staff to assure accurate problem interpretation and problem resolution. * Monitor and coach student staff performance collaboratively with other Tier 1 Senior Agents. Show less

  • ID Center Manager

    Aug 2016 - May 2021

  • Tier 1 Help Desk Representative

    Apr 2016 - Aug 2016
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  Yotta Energy

  May 2021 - now

  • Marketing Manager

    Jan 2023 - now

  • Project Manager

    May 2021 - May 2023