Gilbert Alvarado

California Closets

IT Support Technician

August 2023 - Present

• MS Azure
• Azure Entra ID (Active Directory)
• Active Directory
• Hyper-V
• MS 365 Admin Center
• ClickUp
• RemotePC
• Bitdefender
• Synology NAS
• Macrium Reflect

• Windows 11 Pro
• Windows 10 Pro
• Windows Server 2019
• Windows Server 2012
• Android
• iOS

• work in progress!
• Support 22 Hyper-V virtual servers, including three Windows Server 2019 Domain Controllers, and over 200 Windows workstations across 11 offices, assisting a user base of over 225 employees as part of a three-member team
• Configure and maintain Windows 11 and Windows 10 workstations, including Microsoft 365 subscriptions, Teams, and SharePoint sites for employee onboarding and offboarding processes
• Diagnose and resolve hardware, network, and software issues for over 35 users per week and use ClickUp to document requests and resolutions; maintain an average success rate of 97%
• Partnered with cross-functional teams to complete nine projects, including designing and implementing a server rack and patching over 60 network lines; ensured 100% on-time delivery
• Administer 122 Azure Entra ID/Active Directory user accounts for seamless access to 39 integrated applications
• Eliminated the risk of over 50 missed weekly appointments by identifying and resolving an authentication issue between Microsoft 365 and a cloud-based CRM software using Azure diagnostic tools
• Identified and removed 13 inactive devices in Bitdefender GravityZone control center by cross-referencing Entra ID registered devices; uncovered six unused security licenses for reallocation

Freelance

• IT Consultant

• Network and Home Security Installation

February 2022 - November 2024

• Provide technical support to six clients, resolving PC and mobile device issues with a 95% first-call resolution rate
• Established and maintain five home networks, guaranteeing optimal functionality and security
• Earned the Microsoft Certified Azure Fundamentals (AZ-900) certification with a score of 880/1000
• Actively pursuing the Microsoft Azure Administrator Associate (AZ-104) certification

Vie Networks

• IT Support Technician

• Java Application Developer

October 2020 - February 2022

• Managed dual roles and responsibilities as IT Support Technician and Java Application Developer
• Provided on-site and remote technical support to over 20 clients in the Insurance, Real Estate, and Industrial Distribution Industry as part of a three-member team
• Used ConnectWise Control for remote access and ConnectWise Manage to document requests and resolutions

IT Support Technician

October 2020 - February 2022

• ConnectWise Control
• Connectwise Manage
• MS Office Suite
• MS Admin Center
• Active Directory
• Macrium Reflect
• Acronis

• Windows 10 Pro
• Windows Server 2016
• Windows Server 2008
• Android
• iOS

• Supported a Windows Server 2008 Domain for a regional insurance broker and provided technical assistance to over 125 workstations and more than 100 users
• Configured and maintained Windows 10 workstations (Dell Laptops and Desktops), including Active Directory accounts, SonicWall VPN Clients, and MS 365 subscriptions for employee onboarding and offboarding processes
• Executed over 30 hardware upgrades on desktops and laptops, including memory enhancements and replacing HDDs with SSDs; ensured a maximum downtime of 45 minutes per device
• Resolved hardware and software issues for over 15 end users per week; achieved an average success rate of 95%
• Provided primary support for an enterprise-level cloud-based agency management system (AMS360) and collaborated with support teams to resolve issues for end users
• Contributed two AMS360 troubleshooting guides to the agency's knowledge base for undocumented issues
• Assisted in the completion of eight IT projects, including:
  • upgrading SentinelOne Agents and deploying VoIP phones without any disruptions
  • installation and configuration of technical amenities and RUCKUS wireless access points during a renovation of an office complex with over 30 offices

Java Application Developer

October 2020 - February 2022

• SceneBuilder
• MS Access
• Pivotal Tracker
• diagrams.net (draw.io)

• Developed and implemented Graphical User Interface (GUI) applications as the sole developer
• Collaboratively led requirements gathering and prioritization with clients and management while managing product backlogs using Pivotal Tracker
• Designed Entity-Relationship (ER) diagrams and UML diagrams to ensure seamless integration between database and application development efforts
• Accelerated development by creating four functional GUI prototypes using SceneBuilder; completed tasks 12% faster than assigned target dates
• Presented project plans to clients, developed schedules, and negotiated deliverables and deadlines with both clients and management
• Reduced development costs by incorporating open-source tools and libraries into the development process
• Key Project: Purchase Order Manager

Ace Hardware

• Head of Electrical

• Sales Associate

• Desktop Support

June 2012 - October 2020

• Collaborated with colleagues to deliver customer service across all departments, providing assistance to 40 customers daily in-person and over the phone
• Oversaw customer service and inventory for the electrical department and facilitated inter-store transfers in collaboration with the parent store
• Voluntarily troubleshot hardware, network, and software issues across 12 Windows (7 and 10) workstations
• Improved workforce productivity by configuring eight locally connected Dymo printers as network printers

University at Albany, State University of New York

• Bachelor of Science in Computer Science

2018 - 2020

While at the University at Albany, I acquired a strong software development foundation and developed and honed my teamwork and communication skills through collaborative projects and team-based assignments. Additionally, I gained valuable experience in project management, coordinating tasks, setting deadlines, and ensuring the successful completion of various projects. While our focus was primarily on software development, I have applied these skills effectively in my day-to-day work.

I am proud to have graduated cum laude and consistently maintained a high academic performance, achieving a cumulative GPA of 3.49 throughout my academic journey. Additionally, I was honored to be awarded the Spellman Academic Achievement Award for my performance. This recognition further motivates me to strive for continued growth and success in my educational and professional endeavors.

In addition to my academic achievements, I had the opportunity to collaborate with a team on a Software Engineering project called "Test Maker". This collaborative effort involved developing a web application using a robust technology stack that included Microsoft Azure, Azure SQL Database, and ASP.NET (C#). To learn more about "Test Maker" and its implementation, please click here to visit the projects section.

Purchase Order Manager

• Java
• JavaFX
• SQL
• MS Access
• UCanAccess
• Apache Maven
• Apache POI
• MS Word

• Windows 10
• Windows 7
• Windows Server 2016

• Created a Microsoft Access database to store and share Purchase Order (PO) data in aWindows Server 2016 AD domain
• Built a GUI application using the Model-View-Controller (MVC) design pattern to validate input from two executive users
• Integrated the application with the PO database using UCanAccess, an open-source JDBC driver for MS Access databases, to streamline the retrieval, creation, and modification of PO data
• Improved end user productivity by implementing unidirectional data binding for six input fields to dynamically search, tabulate, and filter PO data based on user-specified parameters
• Developed a custom reporting module utilizing over 20 SQL queries and Apache POI, an open-source Java API for handling Microsoft Office file formats, to generate summary reports
• Installed, configured, and maintained the application on 12 on-site and remote Windows 10 and Windows 7 workstations; achieved a 99.53% stability score
• Fulfilled all functional and supplemental requirements as specified by the client

Test Maker

• MS Azure
• Azure App Service
• Azure SQL Database
• Azure Active Directory
• Azure Application Insights
• C#
• SQL
• MS SQL Server

• Collaborated with a team of six developers to implement an open-source ASP.NET MVC web application with a user base of 40 students
• Managed the setup of an Azure environment and migrated an SQL Server database to Azure SQL Database to deploy a fully functional application on Azure App Service
• Integrated Azure Active Directory for secure authentication and authorization of users accessing the application
• Used Application Insights for performance monitoring and maintained a 99.99% uptime over eight months
• Used Cost Management for real-time spending tracking and configured budget alerts using Cost Alerts