Gabriel Moises Rebolledo Polo

• Managing a robust network environment with 600+ servers and 2500+ workstations for 99.9% uptime and secure connectivity. • Deploying, managing, and troubleshooting Windows and Linux servers in both on-premise and virtualized environments. • Designing, developing, testing, implementing, and maintaining tailored Group Policy Object policies for the state agency. • Executing data backup strategies and conducting daily backup storage audits to significantly reduce any data loss risk. • Using monitoring tools and VMware vSphere, ESXi, and vCenter Server for real-time system health tracking and issue resolution. • Employing moderate to advanced PowerShell scripting for ongoing task automation and enhancing operational efficiency. • Installing and configuring various network devices including routers, switches, firewalls, load balancers, and access points. • Using expertise in virtualization technologies (VMware, Hyper-V), virtual LANs (VLANs), subnets, and IP addressing schemes. • Proficiently managing technical support through ticketing systems to address hardware, software, and connectivity issues. • Collaborating with IT teams across Service Desk, End User Support, Database, Web Support, and Application Development. • Using monitoring tools and advanced automation to track system health, identify issues, and implement proactive solutions.

• Delivered Tier 1/Tier 2 IT support to non-technical internal users through desk side support services for seamless operations. • Configured hardware, devices and software to set up workstations for more than 600 on-site and remote employees. • Set up and maintained LAN printers as well as configured and managed virtual machines on VMWare Horizon Console. • Diagnosed and resolved a range of technical issues to enhance system functionality and optimize virtualized environments. • Updated software, developed patches and solutions to fix bugs in existing applications, and contributed to software stability. • Conducted remote and onsite testing as well as provided diagnostics, repairs, and preventive maintenance on hardware. • Collaborated with 3rd-party vendors to locate replacement components and resolve advanced technical problems. • Provided comprehensive training to internal and off-site users for optimizing systems maintenance and issue resolution. • Conducted remote and onsite testing and troubleshooting for various software to ensure operational readiness. • Spearheaded inventory control measures and replenished/maintained IT equipment, supplies, tools, and replacement parts. • Mentored less experienced team members to improve customer responsiveness and to work towards one-touch tickets. • Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.

• Supported onboarding/offboarding processes and managed domain accounts, Active Directory, and software licenses. • Installed software for users including WebEx, Salesforce, Bloomberg Professional, Microsoft Office, Citrix, and Atlassian suite. • Provided support for Android and iOS device as well as managed licenses for Microsoft Office 365 and Microsoft Exchange. • Handled an average of 40 to 80 daily incidents via phone calls, emails, support tickets and remote technical support sessions. • Utilized expertise in tools like Windows Command Prompt and PowerShell to address user concerns and address IT issues. • Patched software, installed updates for security and data protection, and diagnosed and resolved system functionality issues. • Facilitated new employee onboarding with domain account creation, Active Directory, and software license deployment. • Supported employee offboarding process with account deactivation, equipment retrieval, and exit interview submissions. • Installed software including WebEx, Salesforce, Bloomberg Professional, Microsoft Office Suite, and Citrix virtual environment. • Resolved common user concerns by running test scripts on tools like Windows Command Prompt and Windows PowerShell.