Amy Gonzales
Grover Beach,CA
Summary
Seasoned IT Systems Engineer offering expertise managing project planning and design. Poised expert at overseeing staff, reviewing cost estimates and guiding problem-solving. Addresses challenges with critical thinking to meet deadlines and reduce expenses. Ready to take on challenges using problem-solving and task prioritization skills to help team succeed. Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical and detail-oriented. Currently a student working toward B.S. in Software Engineering and seeking an opportunity to build a career. Identifies and quickly closes any knowledge gaps to offer value to employer and team.
Overview
12
12
years of professional experience
Work History
IT Systems Engineer
United Airlines
San Francisco, California
11.2022 - 03.2025
- Presented proposals with focused solutions using scientific knowledge and technology
- Assisted with prototype testing to reveal and resolve manufacturing and design issues
- Performed root cause analysis to address failed tests, non-conforming products, or functional errors
- Troubleshot and diagnosed functional and performance issues when needed
- Collaborated with team to define goals, objectives and requirements for specific roles and responsibilities
- Evaluated product designs and manufacturing requirements to determine feasibility
- Designed equipment and oversaw negotiation, construction and installation for end-to-end project management
- Collaborated with engineers or software developers to select appropriate design solutions or ensure compatibility of system components
- Identified system data, hardware and software components required to meet user needs
- Met user needs with correct system hardware and software components
- Participated in meetings to report progress and developments
- Used approved equipment, devices and techniques to conduct lab and field testing
- Consulted with engineering teams, management and users to help guide continuous improvement initiatives
- Addressed outages and accessibility issues to maintain consistent workflow
- Performed system-level troubleshooting, diagnosed issues and implemented corrective actions
- Executed quality control procedures to determine system's power and performance
- Troubleshot software, detected viruses and diagnosed network issues
- Evaluated and monitored system functionality to optimize performance.
Technical Support Engineer
Carl Zeiss Medical Technology
Dublin, California
09.2021 - 11.2022
- Investigated system-wide issues, located root causes, and initiated deep corrective actions to prevent recurrence
- Handled tickets with remote and on-site support based on nature and complexity of issues
- Detected and prevented outages by proactively identifying incidents and implementing solutions
- Stayed informed of new product features and technologies with attention to internal and market development
- Reproduced and resolved customer issues using internal test environments
- Staged suspected issues using laboratory hardware to facilitate troubleshooting
- Managed technical updates, new knowledge base entries and new solution deployment
- Helped users via telephone to diagnose and triage problems.
IT Support Specialist
United Health Centers of the San Joaquin Valley
Fresno, California
07.2016 - 08.2021
- Improved future issue handling by developing and documenting technical processes
- Selected, installed and tested system patches and documented associated procedures
- Administered servers, desktop computers and printers
- Improved performance and reliability by implementing enhancements
- Diagnosed and resolved technical hardware and software issues
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.
IT Technical Support Intern
U.S. Department of Agriculture
Parlier, California
06.2015 - 06.2016
- Updated and tracked project plans, schedules and timelines
- Assisted supervisor and project leaders, improving operations performance with technical solutions
- Learned, defined and helped manage subsystem requirements
- Researched industry trends and benchmarked similar program approaches
- Responded to and resolved technical support requests from team members
- Implemented technical updates in collaboration with engineering, maintenance and operations team members
- Helped users via telephone to diagnose and triage problems
- Set up equipment for employee use, ensuring proper installation of cables, operating systems and appropriate software
- Managed system performance by monitoring operations and correcting routine issues
- Researched latest technology innovations to keep abreast with trend in digital transformation
- Read technical manuals and conducted computer diagnostics to investigate and resolve problems
- Restored performance by completing basic repairs of hardware, software and equipment.
Administrative Specialist
U.S. Marine Corps Reserve
Lemoore, California
07.2013 - 06.2015
- Managed routine office needs such as answering phone calls, responding to emails, and distributing mail
- Preserved customer loyalty by quickly and completely resolving complaints
- Covered daily office workloads through effective staffing and resource coordination.
Education
Bachelor of Science - Software Engineering
Western Governors University
Millcreek, UT12.2025
Bachelor of Science (B.S.) - Information Technology
University of Phoenix
Tempe, AZ04.2021
Skills
- System Troubleshooting
- Active Directory
- Windows Server
- Python
- C#
- JavaScript
- Root Cause Analysis
- Infrastructure development
- Penetration Testing
- Technical Analysis
- Helpdesk operations
- Scripting Languages
- Network infrastructure administration
- Switches and routers
- Software requirement analysis
- Troubleshooting
- Configuration Management
- System Testing
- Customer proposals
- Infrastructure tracking
- Data Analysis
- Virtualization
- TCP/IP protocol
- Hardware and software installation
- Hardware integration
- Cost Estimates
- Continuous Improvement
- Model-based system engineering
- Network Architecture
- User Support
- Client service and support
- Firewalls
- Project Management
- Virtualization Technologies
- Microsoft Exchange
- Product Development
- Technical Support
- Systems Analysis
- Application testing
- Documentation Protocol Design
Timeline
IT Systems Engineer
United Airlines
11.2022 - 03.2025
Technical Support Engineer
Carl Zeiss Medical Technology
09.2021 - 11.2022
IT Support Specialist
United Health Centers of the San Joaquin Valley
07.2016 - 08.2021
IT Technical Support Intern
U.S. Department of Agriculture
06.2015 - 06.2016
Administrative Specialist
U.S. Marine Corps Reserve
07.2013 - 06.2015
Bachelor of Science (B.S.) - Information Technology
University of Phoenix
Bachelor of Science - Software Engineering
Western Governors University