Alex Goncalves
Medford,MA
Summary
Aspiring IT Help Desk with strong understanding of improving organizational performance. Adept at collaborating with others while ensuring high-quality services. Career history of promoting adherence to policies and industry standards.
Overview
8
8
years of professional experience
Work History
Billing Coordinator
Back Bay Cleaning Corporation
Remote
02.2018 - Current
- Managed key aspects of database administration, organizing customer information while learning skills applicable to IT support roles.
- Improved efficiency by streamlining digital invoice processing, creating better workflows for document management within company systems.
- Processed monthly billing cycles for number of client accounts ensuring accurate invoicing, timely payment collection, reducing outstanding balances.
- Collaborated with finance team to resolve types of billing discrepancies, improving invoice accuracy for clients.
Endpoint Technician
Dana Farber Cancer Institute
Boston, MA
07.2025 - 01.2026
- Collaborated with technical teams on resolving network issues, implementing solutions for connectivity problems while maintaining system uptime for users across organization.
- Collaborated with technical teams to resolve endpoint issues, providing solutions for hardware problems while ensuring minimal disruption to business operations.
- Performed troubleshooting for network connectivity problems, resolving issues quickly so users could continue working without delays.
- Performed daily troubleshooting on types of hardware issues, fixing problems for users so they could work without delays.
- Completed scheduled appointments on time to drive quality service.
Security Officer
Securitas First Church of Christ
Boston, MA
03.2024 - 11.2024
- Collaborated with senior staff to conduct Array, identifying vulnerabilities in systems, recommending improvements, implementing solutions to mitigate risks.
- Collaborated with security team to ensure safety and protection of personnel, property, and assets through effective monitoring, patrolling, and incident response procedures.
- Participated in emergency response planning and preparedness, working closely with management and local authorities to develop and implement robust security protocols.
- Served as a key member of the security team, fostering a culture of safety and security through proactive communication, teamwork, and adherence to established policies and procedures.
Dispatcher
Lesley University, Securitas
Cambridge, MA
03.2023 - 10.2023
- Managed communication between security personnel and emergency services effectively.
- Utilized dispatch software to track incidents and respond to emergencies promptly.
- Maintained accurate logs of all communications and incidents for reporting purposes.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Assigned drivers to appropriate routes based on customer needs.
- Resolved customer complaints related to service issues or delays.
- Identified locations and needs of callers to accurately send assistance.
Security Officer
Lesley University, Securitas
Cambridge, MA
07.2022 - 03.2023
- Monitored premises to ensure safety and security for clients and employees.
- Conducted regular patrols to identify and report suspicious activities.
- Responded promptly to emergencies and incidents following established protocols.
- Provided customer service by assisting visitors and addressing their concerns.
- Enforced company policies and procedures to maintain order on site.
- Prepared detailed incident reports documenting any irregularities or disturbances.
- Maintained accurate logs of all security related activities.
- Provided escorts for visitors as needed throughout the facility.
- Inspected parking lot to verify parking permits and ticketed or towed unauthorized vehicles.
Education
Google Coursera, Tech Support Fundamentals
Year Up United
Skills
- Remote Desktop
- Incident Response
- Security Monitoring
- Surveillance Systems
- Ticket Resolution
- Technical Troubleshooting
- Hardware Maintenance
- System Diagnostics
- Calendly
- Dropbox
- Google Workspace
- Microsoft Teams
- Microsoft Office 365
- OneDrive
- Zoom
- ServiceNow
Languages
- Fluent Portuguese
- Fluent Spanish
Timeline
Endpoint Technician
Dana Farber Cancer Institute
07.2025 - 01.2026
Security Officer
Securitas First Church of Christ
03.2024 - 11.2024
Dispatcher
Lesley University, Securitas
03.2023 - 10.2023
Security Officer
Lesley University, Securitas
07.2022 - 03.2023
Billing Coordinator
Back Bay Cleaning Corporation
02.2018 - Current
Google Coursera, Tech Support Fundamentals
Year Up United