Anthony Gutierrez

Experience

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  Weiser Security Services, Inc.

  Apr 2009 - Oct 2010

  Human Resources Representative

  - Reduced turnover and increased retention, thus reducing the overtime greater than had been done in the previous 4 years for the entire branch- Interviewed, hired, counseled and terminated employees for largest and most profitable branch in the company- Prepared and scheduled all unemployment cases and hearings- Responsible for all recruiting and advertising for the branch to ensure maximum flow of qualified applicants- Arranged several job fairs in Miami-Dade and Broward counties- Maintained employee information and current state licensing on company’s WinTeam system- Created and implemented several ideas and plans to reduce overtime, turnover, worker’s compensation and unemployment Show less

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  Great HealthWorks

  Dec 2011 - Aug 2014

  Telecommunications Specialist - Helpdesk Supervisor

  Experienced Voice IT Professional and Helpdesk Supervisor with the ability, but not limited to:- Administer and maintain Cisco Unified Communications Manager, Cisco Unified Contact Center Express, Cisco Unity Connection, Cisco Unified Presence and Cisco Workflow Administration systems.- Administer and maintain Calabrio Quality Management, Workforce Management and Speech Analytics.- Create and maintain Cisco Contact Center applications, call prompts, CSQs, skills, triggers and workflows.- Diagnose hardware related issues - Troubleshoot and maintain software/hardware- Ensure trouble tickets within ticketing system are attended to with the urgency needed and resolved as soon as possible.- Assign tickets to Help desk technicians as needed.- Schedule Help desk technicians as needed for all shifts.- Coach and council Help desk technicians if necessary.- Maintain IT inventory and ensure ordered parts are properly documented.- Meet with team weekly and/or daily to review tasks, procedures and any updates.- Document daily tasks and ensure all team members are on the same page. Show less

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  Health Choice Network

  Dec 2014 - Sept 2020

  Enterprise Application Specialist II

  - Manage and maintain virtual servers using VMWare vCenter and Citrix XenApp client applications.- Provide management and maintenance of Cisco phone systems (Call Manager, Contact Center, Unity and Presence)- Administer and maintain all contact center applications, users and call routes for in-house and center specific voice systems.- Train and assist support technicians as needed.- Troubleshoot and resolve any Priority 1 or 2 outages. Document all requests via SalesForce ticketing systems for both in-house and all managed healthcare centers, prioritizing each issue as needed.- Provide Level 2 system support for in-house users, South Florida public school clinics and healthcare centers across the United States.- Monitored and managed all healthcare center and local network devices within Solar Winds monitoring system and resolved any outages.- Develop and document procedures, including knowledge base articles for healthcare center users and local IT staff.- Assisted Network Operations and Application support with any maintenance patches and upgrades necessary to managed systems. Show less

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  City of Pembroke Pines

  Feb 2021 - now

  Senior Telecommunications Administrator