Adam A. Gonzales
Houston,TX
Summary
Detail-oriented IT Support Specialist with 4 years of experience delivering technical support across multiple campuses. Expertise in troubleshooting hardware and software issues, managing accounts in Active Directory and Microsoft 365, and deploying devices. Collaborates effectively with cybersecurity and infrastructure teams and trains new technicians to ensure efficient IT operations.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Field Service Technician
Yes Prep Public Schools
Houston, TX
08.2023 - Current
- Managed and resolved 30+ tickets daily, supporting staff and students across the campus (~1,000 users)
- Installed and maintained software, including security tools, Microsoft 365 apps, and other administrative programs
- Set up, configured, and troubleshot front office phones, projectors, and classroom AV equipment (cameras, microphones, Smart Boards)
- Ensured all student devices were configured and functioning correctly for state testing support
- Configured and deployed devices for new staff and incoming students, including Dell Latitude laptops and Windows 11 imaging
- Reset passwords and managed accounts for staff and students using Microsoft 365 Admin Center
- Managed staff licenses, assigned group access, and granted permissions via Active Directory
- Gained experience with Microsoft Azure and Absolute for IT administration, monitoring, and security tasks
- Managed printer access and permissions via PrinterLogic
- Created, configured, and maintained device charging carts
- Set up and maintained Raptor scanners and Dymo printers for campus operations
- Conducted physical repairs and hardware troubleshooting on Dell Latitude devices to maintain operational efficiency
- Resolved network and security issues affecting staff and students through collaboration with infrastructure and cybersecurity teams
- Provided remote support for campus-wide IT issues, including software, hardware, and network troubleshooting
- Trained and onboarded new IT technicians to maintain high support standards
Customer Service Engineer, Technology Services
Spring Branch Independent School District
Houston, TX
01.2022 - 08.2023
- Troubleshot and resolved hardware, software, and network issues
- Delivered technical support across 4 campuses to ensure seamless daily IT operations
- Managed user accounts in Active Directory, facilitating password resets and group access for improved user experience
- Imaged, deployed, and maintained staff devices (Windows laptops/desktops)
- Supported and maintained classroom technology, ensuring functionality of Epson projectors, Promethean panels, Smart Boards, and printers for enhanced learning environments
- Assisted with device distribution and asset management (Chromebooks, iPads)
- Supported student devices during state testing and critical operations
- Trained and onboarded new technicians and contractors
- Provided after-hours and weekend Help Desk support
- Installed and configured software on staff devices
- Set up and supported AV equipment for school events
- Troubleshot and maintained campus systems such as marquee displays
Field Technician
Katy Independent School District
Katy, TX
08.2021 - 12.2021
- Diagnosed and repaired hardware/software issues on Chromebooks, Lenovo laptops, and iPads
- Imaged devices, performed factory resets, and configured systems to ensure readiness for user deployment
- Supported classroom technology including Smart Boards, projectors, and printers
- Assisted in setup of network-connected devices and charging carts, enhancing classroom technology accessibility
- Installed and configured staff work phones and Kronos badge systems
- Supported staff and remote users through Help Desk, resolving technical issues and facilitating virtual learning
- Performed maintenance on projectors (bulbs, filters, troubleshooting)
- Provided IT support for police computers, ensuring operational efficiency.
- Set up computer labs, microphones, and speaker systems
PC Technician (Contract)
Fort Bend ISD – Hightower High School
Fort Bend, TX
08.2021
- Installed and configured software on staff and student devices to ensure seamless access to educational resources
- Prepared and configured computer workstations
- Troubleshot issues with iPads and Chromebooks
- Registered and assigned devices to students, facilitating access to technology for learning
- Assisted parents and students with login and device setup
Education
High School - Class of 2013
South Houston High School
South Houston, TX06-2013
Associate Degree - Associate of Arts
San Jacinto College
Houston, TXSkills
- Windows 10/11 Support
- Device Imaging & Deployment
- Device Management
- Help Desk Support
- Remote IT Support
- Active Directory
- Microsoft 365 Admin Center
- Microsoft Azure
- User account management
- System Assembly
- Hardware repair
- Software installation
- Raptor Scanners Setup
- Ticketing Support
- Customer service
- Device configuration
Certification
- Google G Suite Certification
- Dell Certified
- Microsoft Azure Fundamentals (AZ-900) – In Progress
Timeline
Field Service Technician
Yes Prep Public Schools
08.2023 - Current
Customer Service Engineer, Technology Services
Spring Branch Independent School District
01.2022 - 08.2023
Field Technician
Katy Independent School District
08.2021 - 12.2021
PC Technician (Contract)
Fort Bend ISD – Hightower High School
08.2021
High School - Class of 2013
South Houston High School
Associate Degree - Associate of Arts
San Jacinto College