Alexander Gonzales
IT/Technology Field
Los Angeles,CA
Summary
IT Professional with 4+ years' experience in Technical Support and 15 + years’ experience in Customer Service. Currently getting ready to pursue an Bachelors Degree in Computer Info Systems: Secure Software Development BAS. Seeking to work for a New Company in the IT Industry that will utilize existing experience while leveraging technical skills and knowledge gained from learned skills and prior work experience. Tenacious, hardworking, and with proven commitment and ability to foster positive team environments while attaining goals and objectives.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Technical Support Analyst (Remote)
Granicus
Denver, CO
12.2021 - Current
- Managed over 30 Customer Calls/Emails per day.
- Maintain First Reply Time of under 2 Minutes.
- Maintain Full Resolution Time of under 24 hours.
- Clearly, communicate processes, deliverables and next steps with clients to set realistic expectations and timelines.
- Modify and maintain current web applications and public websites.
- Ensure Customer Satisfaction results are actioned and addressed.
- Maintain SLAs to continue excellence in customer service.
- Maintain detailed, and organized documentation of support tickets.
- Engage with cross-functional teams with varying levels of seniority and experience to support various programs and customer needs.
- Work after- hours call rotation.
- Exhibit passion for delivering superior client service by going above and beyond; doing whatever it takes to ensure each client contact has positive, delightful experience.
- Act as primary contact for issues and tasks throughout the support process.
- Analyze problem trends and make recommendations to Team Leads on product enhancements and bug priorities.
- Become subject matter expert in Rock Solid, products, services, and systems, specifically related to Agenda Management,
- Workflow, and Video Streaming.
- Customize HTML templates.
- Reduced response time for Tier 1 support tickets to under 2 Minutes.
- Work 100% Remotely.
Tier 1 Technical Support Representative
YAPI
Newport Beach, CA
05.2019 - 12.2021
- Managed over 50 Customer Calls/Emails per day.
- Provide outstanding Technical and Customer Support through phone calls and emails in a timely manner.
- Using Remote Access Software to Remote into Servers and workstations.
- Installing/ Uninstalling software, Server Migrations, Cloning Services.
- Creating documents using HTML.
- Troubleshooting Software, VoIP, and networking issues.
- Documenting procedures and escalating unknown/unsolved issues to proper departments when warranted
- Extremely knowledgeable in Windows, Mac, Zendesk, Acuity,
- GoToAssist, Slack, VM Ware Virtual Machines, Google G Suite, MS Office
- Suite, and other business applications.
Education
Bachelor of Science - Software Development
Grand Canyon University
Phoenix, AZ 10.2023 - Current
Certificate - Information Technology Systems
My Computer Career
Raleigh, NC 10.2018 - 09.2019
High School Diploma -
South High School
Pueblo, CO 08.2004 - 05.2008
Skills
SaaS TroubleshootingTCP/ICPNetwork TroubleshootingOSI ModelVoIP
Videoconferencing
Customer service expert
Technical documents comprehension
Ticket support system management
Issue troubleshooting
Technical issues analysis
Desktop support
Application support
Remote Technical Support
Technical issue analysis
Application installations
Certification
Information Technology Systems - My Computer Career
Timeline
Bachelor of Science - Software Development
Grand Canyon University
10.2023 - Current
Technical Support Analyst (Remote)
Granicus
12.2021 - Current
Information Technology Systems - My Computer Career
09-2019
Tier 1 Technical Support Representative
YAPI
05.2019 - 12.2021
Certificate - Information Technology Systems
My Computer Career
10.2018 - 09.2019
High School Diploma -
South High School
08.2004 - 05.2008