Carelys Gonzalez
Rhome,USA
Summary
Results-driven Network Systems Operations professional with expertise in LAN and WAN technologies, including VLANs, trunking ports, and VPNs. Skilled in troubleshooting complex network issues and ensuring network documentation compliance. Proven ability to collaborate with cross-functional teams and provide Tier 1 and Tier 2 support.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician
ACT, INC
04.2025 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Implemented remote support tools like Bomgar to expedite issue resolution.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone.
- Used ServiceNow ticketing system to manage and process support actions and requests.
Network Systems Operations
US Air National Guard
11.2021 - Current
- Provided technical expertise for the design, deployment, and maintenance of local area networks, wide area networks, internet systems, routers, switches, firewalls, wireless networks, and other data communication systems.
- Handle services such as SATCOM and VOIP on NIPRNet and SIPRNet networks
- Ensure appropriate network documentation by implementing COMSEC protocols
- Install and interpret various types of cabling, including CAT5e, CAT6, CAT6a, fiber, and coax
- Analyzed and troubleshot complex network issues, including performance optimization, hardware and software configurations, and system upgrades.
- Tracked inventory levels of all IT equipment used in the organization's network infrastructure.
HelpDesk Support Engineer
P3S Corp
11.2023 - 10.2024
- Handles initial contact and resolves incidents related to hardware, software, and application issues for customers, utilizing both telephone support and electronically submitted requests
- Identify, investigate, resolve, and follow-up problems brought to the helpdesk by users of cloud infrastructure
- Collaborate with network services, software systems engineering, and application development teams to restore services and identify and resolve core issues
- Expert in providing Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis, and resolution
- Experienced in facilitating the implementation, troubleshooting, and ongoing maintenance of IT systems
Technician
Sector Sixty-Six
12.2018 - 03.2020
- Maintained quality assurance and customer satisfaction objectives
- Organized work to meet demanding production goals
- Developed teamwork, problem solving and customer service skills
- Preserved equipment by performing regular maintenance checks, replacing parts or performing repairs.
- Resolved network connectivity issues using diagnostic tools such as ping, tracert and ipconfig commands.
Research Apprentice
AEOP
06.2016 - 07.2017
- Researched and tested the reaction and conductivity of Boron-doped diamond rods with UV light
- Conducted literature searches in libraries and scholarly databases for research projects
- Researched and tested energy transmission through wireless system dynamics
- Led a team of 8 internship students and managed lab operations for research activities
- Worked both independently and within a team environment with focus and high attention to detail.
- Communicated with others, demonstrating strong verbal and written communication skills.
- Gained proficiency in Microsoft Office Suite, including Word, Excel, Access and PowerPoint.
Education
Bachelor of Science (B.S.) - Information Systems
Columbia Southern University
Orange Beach, AL10.2027
Certification in Information Technology -
Community College of The Air Force
Biloxi, MS05.2022
High School Diploma -
Colegio Nuestra Senora Del Carmen
Rio Grande, PR05.2018
Skills
- Network Support
- Help Desk
- Switches, routers and modem configurations
- Active Directory
- Microsoft Services
- Software installation
- VPN configuration
- Printer setup
- VoIP support
- Ethernet cable management
Certification
- CompTIA Security+, 2024-10-01
- TS/SCI, 2024-10-01
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
French
Limited Working
Italian
Limited Working
Timeline
IT Help Desk Technician
ACT, INC
04.2025 - Current
HelpDesk Support Engineer
P3S Corp
11.2023 - 10.2024
Network Systems Operations
US Air National Guard
11.2021 - Current
Technician
Sector Sixty-Six
12.2018 - 03.2020
Research Apprentice
AEOP
06.2016 - 07.2017
Bachelor of Science (B.S.) - Information Systems
Columbia Southern University
Certification in Information Technology -
Community College of The Air Force
High School Diploma -
Colegio Nuestra Senora Del Carmen
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