Arnulfo Gonzalez
Summary
Dedicated Information Technology professional with 20+ years of experience in technical support, and customer service. I pride myself in leading, training, mentoring team members and supporting businesses in day-to-day operations. Experienced with a vast range of applications and solutions. Proven ability to establish and maintain excellent communication and relationships with customers, vendors, end users and team members. Excellent time management skills, bilingual, hardworking, and ready for the next opportunity.
Overview
21
21
years of professional experience
Work History
SR. IT SUPPORT ASSOCIATE
CHARGEPOINT INC.
07.2017 - 01.2024
- Worked with a team of 10 IT associates in various global regions
- Worked with IT vendors in various regions for support
- Provided training, coaching, and mentoring to end users during support and while onboarding new employees
- Worked closely with People Ops (HR) to coordinate onboarding and IT orientation on a weekly basis
- Management of IT Hardware Assets via asset tracking systems and MDM platforms; JAMF, Intune, Oomnitza
- Responsible for IT hardware and software procurement, tracking and administration
- Responsible for coordinating refresh cycles with key stakeholders
- Imaged new endpoints during the process, and collected old assets to prepare for decommission
- Coordinated e-waste efforts with vendor, when necessary
- Administered and maintained core accounts for Active Directory, OKTA, MS Office O365, Slack, RingCentral, Zoom, and other SaaS based applications
- Tracked all support requests via JIRA ticketing system
- Managed KACE imaging system to deploy laptops/workstations
- Maintained Dell Pro Deploy Image
- Troubleshoot VPN and VDI issues through various remote support tools
- Assigned role of Lead Technician of IT Service Desk team
- Created processes, procedures and knowledge base articles in Confluence to reduce resolution time and improve efficiency for the IT support team
- Supported conference rooms and Zoom rooms when necessary.
SR. IT SUPPORT TECHNICIAN
ORCHARD SUPPLY HARDWARE LLC
01.2014 - 01.2017
- Senior IT Support Technician supporting executives and C level staff members
- Collaborate effectively with team members to resolve client-side issues for all Orchard Supply associates – local and remote
- Responsible for maintaining and updating laptop and desktop images using Dell KACE Imaging
- Kept documentation updated with company standards and procedures
- Coordination of PC, Desktop, and printer repair with Dell and Ricoh vendors
- In rotation 24/7 on-call support
- Support of MS Office suite, Windows 7 environment, MAC OS, iPhone, iPads, and Android tablets
- Troubleshooting VPN, networking, hardware, & software issues
- Work effectively with other IT departments to complete companywide projects
- Assist with Systems Administration tasks when needed.
IT SUPPORT SERVICES ENGINEER
US WIRED INC.
01.2008 - 01.2014
- Providers of IT support services and solutions for small to medium-sized businesses, high-tech start-ups, and government entities
- IT support technician, IT Consultant and Support Coordinator for various customers
- Provide remote and onsite technical support for user's laptops, desktops, and servers
- Preventative service maintenance on customer servers such as Small Business Servers, Exchange Servers 2003, 2007, and 2010, file servers, domain controllers, etc
- Administration of user accounts via Active Directory and MS Exchange Management Console
- Worked with Hardware/Software vendors to address customer issues.
IT GLOBAL SUPPORT ANALST
NETAPP INC.
01.2007 - 01.2008
- Worked in a global technical support environment where duties included desktop, phone, e-mail, and walk-in support
- Daily tasks included the support of Windows XP, Outlook 2003, Exchange, VPN network troubleshooting
- Administered handheld devices such as Blackberry, Palm Treo, and iPhones
- Provided remote support via Virtual Network Computing (VNC) applications for remote users - offsite, and on campus
- Assisted end users with web applications such as Oracle, WebEx, Web Mail, Extranet client.
SALES/TECHNICAL SUPPORT
REDSHIFT INTERNET SERVICES.
01.2003 - 01.2007
- Responsible for maintaining and troubleshooting customer accounts via redback utilities and web-based tech tools
- Administration of email accounts virtual mappings, IP databases, new customer orders and account updates
- Communicating efficiently with SBC representatives, technicians, and engineers to order new service or resolve network issues
- Managed all new broadband orders; DSL, Wireless, T1s, and effectively coordinated the completion of these orders
- Provided Technical and Customer Service.
Education
Computer Science & Business Apps -
Heald College School of Business & Technology
Skills
- STRONG INTERPERSONAL AND COMMUNICATION SKILLS
- TEAM PLAYER
- PROBLEM SOLVER
- LEADERSHIP
- MENTORSHIP
- METICULOUS ATTENTION TO DETAIL
- GREAT ORGANIZATION SKILLS
- POISED UNDER PREASSURE
- STRESS MANAGEMENT
- OUTSIDE THE BOX THINKER
- KACE IMAGING
- MS AUTOPILOT
- MS INTUNE
- OOMNITZA ASSET MANAGER
- AZURE/ACTIVE DIRECTORY
- BOMGAR
- PC ANYWHERE
- MERAKI SYSTEMS MANAGER
- WINDOWS
- MAC OS X
- VIRTUALIZATION
- VMWARE
- PARRALLES
- REMEDY
- CONNECTWISE
- FRESH SERVICE
Security Apps
- CROWDSTRIKE
- SOPHOS
- MIMECAST
- ZIX WEB FILTERING
- DRUVA BACKUP
- 1PASSWORD
- PRITUNL VPN
- CISCO VPN
Saas Admin
- MS EXCHANGE ADMIN CENTER
- SLACK
- OKTA
- JIRA
- LUCID CHARTS
- ZYLO
- ZOOM
- RING CENTRAL
- EXPENSIFY
- MS OFFICE 365
- LUMOS
- ATLAN
- CONFLUENCE
- ONE DRIVE
- BOX
- GOOLE SUITE
Timeline
SR. IT SUPPORT ASSOCIATE
CHARGEPOINT INC.
07.2017 - 01.2024
SR. IT SUPPORT TECHNICIAN
ORCHARD SUPPLY HARDWARE LLC
01.2014 - 01.2017
IT SUPPORT SERVICES ENGINEER
US WIRED INC.
01.2008 - 01.2014
IT GLOBAL SUPPORT ANALST
NETAPP INC.
01.2007 - 01.2008
SALES/TECHNICAL SUPPORT
REDSHIFT INTERNET SERVICES.
01.2003 - 01.2007
Computer Science & Business Apps -
Heald College School of Business & Technology
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