Aracelis Gonzalez
Director, Client Support
Valley Stream,NY
Summary
Visionary leader with extensive experience overseeing technical support teams delivering first and second-level IT support. Recognized for driving team performance and strategic initiatives. Successfully held various positions at Warner Bros. Discovery, demonstrating career progression and adaptability. Proven expertise in identifying and implementing effective solutions designed to provide robust support to end-users, managing scalability across a variety of services.
Overview
2026
2026
years of professional experience
2004
2004
years of post-secondary education
1
1
Language
Work History
Director, Client Support
Warner Bros. Discovery
New York, New York
2016 - Current
- Responsible for managing the workforce customer support team, delivering comprehensive end-user computing assistance across hardware, software, services, and tools through a variety of channels such as in-person at the tech bar, as well as via email, and phone.
- My role encompassed maintaining diligent problem tracking, adhering to service level agreements, monitoring performance, and managing capacity planning effectively.
- Lead teams through changes, identifying opportunities, and collaborating with cross-functional teams to drive transformation following company merger and acquisitions.
- Reduced end-users reported issues by 20% through enhanced cross-training of the team and adoption of new standards and processes.
- Build, lead, and mentor a high performing team fostering a collaborative and inclusive culture.
- Drive operational excellence by prioritizing service and customer focus, enhancing delivery, and providing strategic insights for executive decision-making.
- Develop policies for effective problem management, performance monitoring, ensuring seamless technological operations and support.
- Strong operational accuracy, extensive experience working with KPIs, and a great ability to balance details with higher-level implications of critical business issues.
- Collaborate with various operations teams to adopt new policies and implement end user computing technologies. Some projects include implementation of new email domain, BYOD program, outsourcing of the Service Desk, email migration, OS upgrades, standards and new video conferencing environment.
- Manage reporting on the status of support operations, including proposals for changes in environment and cost savings initiatives.
- Led the development of a global Audio Visual support team and spearheaded a $5M+ initiative to modernize and replace end-of-life AV endpoints and backend infrastructure with scalable, future-ready solutions.
- Led the Global Corporate Executive support team.
Project Manager, IT Tech Gov & App Arch
Warner Bros. Discovery
New York, New York
2014 - 2016
- Led major IT Governance initiatives, including data center migrations and implementations of Okta and ServiceNow, while managing budget forecasts and ensuring SOX compliance.
- Coordinated project execution with offshore teams and oversaw vendor selection for new IT product integrations.
- Contributed to strategic planning and the rollout of operational goals, delivering regular status reports and leading project meetings to enhance IT governance.
Supervisor, IT Service Desk
Warner Bros. Discovery
New York, New York
2010 - 2014
- Managed IT Service Desk operations, including staff oversight, performance evaluations, and strategic project leadership such as hardware/software deployments and outsourcing initiatives.
- Implemented key programs including a wireless cost-saving strategy reducing cost by 30%.
- Developed comprehensive technical documentation and training program for Service Desk and Desktop Support teams.
- Analyzed weekly KPI reports to identify trends and implement adjustments with the goal of enhancing our end-users support experience.
- Enhanced client relations and service efficacy, managed critical IT incident responses, and maintained procedures for onboarding/offboarding.
- Provided Executive Support to the CEO and all his direct reports.
- Supported shareholders and board meetings.
Sr. Analyst, IT Service Desk
Warner Bros. Discovery
New York, NY
2008 - 2010
- Provided comprehensive onsite and remote technical support for corporate end-users, addressing OS failures, application issues, and hardware problems.
- Performed account administration duties including account modifications, and processed onboarding and termination requests to comply with company system access control.
- Handled staff scheduling for consistent Service Desk coverage and performed trend analysis on recurring technical issues to facilitate root cause analysis and resolution.
Production Support Specialist
Warner Bros. Discovery
New York, New York
2006 - 2008
- Provided first level support remotely to end-users on multiple software, business applications, tools & operating systems.
- Recorded critical information in the internal ticketing system in order to (a) clearly document the problem, action taken, and end solution for a historical record; (b) monitor and update the status of customer problems; (c) share knowledge regarding the evaluation and correction of technical problems with other support professionals.
- Utilized data-driven decision-making methods to improve workflow efficiency.
IT Analyst / Facilities Manager
Itkowitz PLLC
New York, New York
1999 - 2006
- Led comprehensive IT operations including system/network management and PC/server troubleshooting, significantly boosting end-user productivity and network stability.
- Managed key IT projects with the goal of improving operational efficiencies.
- Enhanced customer relations and business growth through proactive technical support, robust client engagement, and meticulous management of tenant lease agreements.
Education
Bachelor of Technology -
New York City College of Technology
Brooklyn, NY06.2003
Skills
Problem-solving
Project management
Operations management
Team management
Vendor relationship management
Problem-solving abilities
Business leadership
Customer relations
Timeline
Director, Client Support
Warner Bros. Discovery
2016 - Current
Project Manager, IT Tech Gov & App Arch
Warner Bros. Discovery
2014 - 2016
Supervisor, IT Service Desk
Warner Bros. Discovery
2010 - 2014
Sr. Analyst, IT Service Desk
Warner Bros. Discovery
2008 - 2010
Production Support Specialist
Warner Bros. Discovery
2006 - 2008
IT Analyst / Facilities Manager
Itkowitz PLLC
1999 - 2006
Bachelor of Technology -
New York City College of Technology
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