Summary
Overview
Work History
Education
Skills
Timeline
Generic
Dalyssa Gonsalez

Dalyssa Gonsalez

Summary

Technical Support professional with expertise in troubleshooting and resolving system issues. Proven ability to identify and solve technical issues quickly, efficiently and effectively.

Overview

8
8
years of professional experience

Work History

Field Diag Tools & System Eng

AST2
Rotation, Austin
01.2026 - 07.2026
  • Executed detailed testing protocols for diagnostic tools, ensuring adherence to quality assurance standards consistently.
  • Leverage internal debug tools and the command line to interact with test devices
  • Test AST 2 diagnostics on current and unreleased hardware and software
  • Use internal bug tracking tools to document, track, and drive issues to a resolution
  • Contribute to AST2 UI/UX and workflows

Support Program Quality Assurance

Enso
Rotation, AHA
02.2024 - 08.2024
  • Tested and Evaluated unreleased versions of an AppleCare Program called Enso
  • Executed test cases with Contact Center recording and evaluation software
  • Performed exploratory testing
  • Filed and managed bugs
  • Writing test cases using a building block methodology
  • Participated in production validations and change requests
  • Provided the ability to leverage critical thinking to investigate and isolate issues

Safari Updates and Web Platform QA

Career Experience, San Diego
San Diego
07.2023 - 11.2023
  • Executed test cases to verify Safari functionality with macOS, iPadOS and iOS
  • Worked on shipping Safari Updates
  • Managed software testing, prepped for shipping, maintained shipping cycles, and scheduled/completed the delivery
  • Worked with System Technology Preview (STP), which is a sneak peek at upcoming technologies in macOS and iOS
  • Worked on testing down-levels within Safari, tested older software that is up to 2 versions down from the current macOS version
  • Time management skills, attention to detail, ability to multitask, organize, and prioritize

Apple Pay Quality Engineering - Transit Team

Career Experience, AHA
06.2021 - 11.2021
  • Worked cross-functionally with various software engineering teams and stakeholders on writing requirements and test plans
  • Learned software quality testing methodologies
  • Triaged and debugged difficult problems, driving them to resolution
  • Created and maintained test cases, but also developed test plans
  • Executed functional performance tests, evaluated and reported the quality of existing technologies and new features
  • Assessed risk, filling appropriate defects, and providing relevant data for test reporting

Technical Support Advisor

Apple Inc
AHA
01.2018 - Current
  • Deliver exceptional technical support by diagnosing and resolving complex customer issues with precision.
  • Coordinate cross-functional collaborations to enhance service processes, improving overall customer satisfaction significantly.
  • Lead troubleshooting efforts for technical inquiries, employing critical thinking to achieve timely resolutions.
  • Execute detailed investigations into recurring issues, contributing to proactive solutions and improved system stability.
  • Deliver exceptional technical support by diagnosing and resolving complex customer issues with precision.

Education

Bachelor of Science - Computer Information Systems

Texas State University
08.2019

Skills

  • Troubleshooting
  • Problem Solving
  • Work ethic
  • Manual Testing
  • Teamwork
  • Attention to detail
  • Time Management
  • Adaptability
  • Communication
  • Bug Tracking
  • Customer Service
  • Test Planning

Timeline

Field Diag Tools & System Eng

AST2
01.2026 - 07.2026

Support Program Quality Assurance

Enso
02.2024 - 08.2024

Safari Updates and Web Platform QA

Career Experience, San Diego
07.2023 - 11.2023

Apple Pay Quality Engineering - Transit Team

Career Experience, AHA
06.2021 - 11.2021

Technical Support Advisor

Apple Inc
01.2018 - Current

Bachelor of Science - Computer Information Systems

Texas State University