Darryl Gonzalez
Round Rock,Texas
Summary
Technology support professional with extensive expertise in network configuration and troubleshooting. Achieved 95% customer satisfaction rating through effective case management and resolution strategies. Proficient in Active Directory and virtualization, demonstrating strong problem-solving skills and a commitment to delivering impactful solutions.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Technology Support Associate
Integreon Managed Solutions
Austin, TX
04.2024 - 08.2026
- Provided technical support to attorneys for research and work tasks, enhancing their operational efficiency.
- Connected users to Citrix-based platforms and resolved Active Directory issues, ensuring reliable access to necessary resources.
Client Support Representative
FlashParking
Austin, Texas
09.2020 - 02.2023
- Developed and managed vehicle parking rates in web-based portal to optimize user experience.
- Facilitated access to two web portals and an Apple iOS application for multiple locations to enhance customer service.
- Troubleshot software issues with credit card payments and resolved additional software problems to improve transaction reliability.
Desktop Services Coordinator
Blackbox Networks
Austin, Texas
09.2019 - 02.2020
- Coordinated hardware service calls for employees at major financial institution, ensuring timely resolution based on online portal data.
- Handled status inquiries on service calls for team members, facilitating effective communication and updates.
- Acted as primary liaison for onsite service technicians, streamlining communication and service delivery.
Resolution Engineer
Dell Technologies
Round Rock, Texas
11.2010 - 07.2019
- Provided expert phone support to customers managing Dell server platforms across 8th to 14th generation.
- Facilitated resolution of Active Directory and Hyper-V issues to enhance system functionality.
- Established hardware service calls and executed software support to resolve customer issues efficiently.
- Managed systems including Windows 2003-2019 and ESXi 4.1-6.5.
- Expertise in configuring and organizing network infrastructure.
- Extensive hands-on training on the Dell PowerEdge server line, familiarization with all hardware components comprising the server.
- Delivered presentations showcasing contributions of technical support team to company profitability and overall success.
Client Support Representative
Dell Technologies
Round Rock, Texas
05.2002 - 11.2010
- Directed two chat/email support teams achieving consistent 95% customer experience ratings over two years
- Provided phone support and online chat/email assistance to customers utilizing Dell client systems, including Latitude, Inspiron, Dimension, OptiPlex printers, and TrueMobile routers.
- Supported all client versions of Windows from 2000 to 8.1, ensuring effective troubleshooting and resolution of technical issues.
- Established and instructed procedures for case ownership while monitoring cases and hardware dispatches as a pioneering technician.
- Mentored colleagues in case follow-ups, enhancing overall team knowledge and support efficiency.
Education
Diploma, Computer Maintenance and Electronics -
American Commercial College
San Angelo, TexasSkills
- Active Directory configuration and troubleshooting
- Computer and server software troubleshooting
- Windows installation and troubleshooting
- Network configuration and troubleshooting
- Antivirus/malware cleaning
- RAID configuration and troubleshooting
- Virtualization
- PowerShell scripting
- Python programming
Certification
- A+ Certification
- Network+ Certification
Timeline
Technology Support Associate
Integreon Managed Solutions
04.2024 - 08.2026
Client Support Representative
FlashParking
09.2020 - 02.2023
Desktop Services Coordinator
Blackbox Networks
09.2019 - 02.2020
Resolution Engineer
Dell Technologies
11.2010 - 07.2019
Client Support Representative
Dell Technologies
05.2002 - 11.2010
Diploma, Computer Maintenance and Electronics -
American Commercial College