Gregorio Gutierrez

Provided hands-on and remote IT support to individuals, small businesses, and professionals, specializing in laptop/desktop reimaging, Windows installation & configuration, software updates, troubleshooting, and hardware maintenance. Delivered reliable, efficient solutions to minimize downtime and improve device performance for client. - Reimaged and deployed Windows 10/11 laptops using clean installs, custom images, and tools like Rufus, Media Creation Tool, and third-party imaging software — reducing setup time and resolving persistent software conflicts. - Performed full OS installations, upgrades, and migrations (Windows 7/8/10 → 11), including driver updates, activation, and post-install optimization for peak performance. - Installed, configured, and updated a wide range of software (Microsoft Office 365, antivirus, browsers, productivity tools, Adobe suite, etc.), ensuring compatibility and security best practices. - Diagnosed and resolved hardware/software issues — including blue screens, slow performance, virus/malware removal, data recovery, Wi-Fi/network connectivity problems, and peripheral setup (printers, external drives). - Provided remote support via TeamViewer, AnyDesk, or built-in Windows tools, as well as on-site visits for local clients. - Educated clients on preventive maintenance, security practices (Windows Defender, updates, safe browsing), and basic troubleshooting — resulting in fewer repeat issues. - Managed client communications, scheduling, invoicing, and follow-ups to deliver high-satisfaction service (consistent positive feedback and repeat/referral business).

- Handling high-volume customer interactions via phone, email, and portal systems, resolving issues related to product availability, pricing, shipping, and custom packaging solutions. - Coordinating order processing, tracking shipments, and ensuring timely fulfillment for corrugated, consumer, and industrial packaging products. - Collaborating with internal teams (sales, logistics, and production) to address client needs, troubleshoot complaints, and implement adjustments for optimal outcomes. - Supporting Smurfit Westrock's commitment to sustainability by assisting customers with eco-friendly packaging options and recycling initiatives.

Creative problem solver, resourceful in getting things done and productive working independently or collaboratively. Enhancing and supporting existing reports and database infrastructures. Initiating KPIs, developing, providing, and monitoring ops performance dashboards on a regular basis. Ensure successful delivery of existing non-automated reports. Create new hires credentials for multiple call center sites. Analyze trends of monthly Key Performance Indicator results for performance improvement concepts. Strong computer skills – MS Excel, Word and PowerPoint, Pivot tables, macros. Month-End closings / Year-End closings.

Technical sourcing and recruiting for venture funded tech companies.

Houston, Texas Area •Responsible for recruiting IT professionals for Contract, CTH and Perm positions for clients located across the US. •Evaluate candidates' strengths compared with clients' requirements by, evaluating, screening, and interviewing the candidate. •Negotiate with candidate wage rate, terms and conditions of employment. •Complete necessary pre-employment processes including reference and background check. •Communicate "best practices" and providing accurate, thorough documentation on contract employees in applicant tracking systems or other documentation tools. •Maintain relationships with industry contacts to gain industry knowledge, and get referrals and sales leads

Technical support to a Security company from the United States and Canada. Resolving incident tickets through Remedy also manage Security Administrations, create users accounts in Active Directory disable, modifications existing account like department transfer, create and adding global groups. AS\400 application, O365 Administrations clouds, migrations, windows servers.

Tech Support for United States users resolving incident tickets. By remote support and side by side with hardware and software issues. Example Microsoft Office 365, local and network printer’s internet connections, TC 75 Xerox scanners Handheld configurations, Avaya desk phone configurations, Exchange Server, Active Directory, create new users unlock and disables account. Repair, maintenance laptops and desktops, setup computer from new users. OS: Windows 7,8, and 10 QA Audits for the team. Audited High Severity tickets. Kept Knowledgebase up to date. Complied and exceeded all SLA’s and KPIs. Assisted the supervisor in his activities, performance reports and fostering and good working environment. Ensured all client requests and incidents were logged and routed correctly.