Darryl Gonzalez
Round Rock,Texas
Summary
Dynamic Technology Support Associate with a proven track record at Dell Technologies, excelling in network configuration and troubleshooting. Recognized for enhancing user satisfaction through effective communication and issue resolution strategies. Skilled in Active Directory management and committed to delivering exceptional technical support services that drive operational success.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Technology Support Associate
Integreon Managed Solutions
Austin, Texas
2024.04 - 2026.08
- Provided technical support for attorneys using services for research and work purposes, ensuring efficient access to resources.
- Facilitated connections to Citrix-based platforms and resolved Active Directory issues, enhancing user experience and system functionality.
Client Support Representative
FlashParking
Austin, Texas
2020.09 - 2023.02
- Created and maintained rates for vehicle parking inside a web-based portal.
- Configured locations within web portals and applications for user accessibility. in and access to two web portals and an Apple IOS application.
- Troubleshot issues with credit card payments and other software issues.
Desktop Services Coordinator
Blackbox Networks
Austin, Texas
2019.09 - 2020.02
- Established hardware service calls for employees at one of America’s largest financial institutions using data from an online portal, ensuring timely technical support.
- Facilitated communication between onsite service technicians and team members to streamline operations.
- Addressed inquiries about service call statuses to enhance team coordination and communication.
Resolution Engineer
Dell Technologies
Round Rock, Texas
2010.11 - 2019.07
- Executed rack and stack and configured network buildout for optimal server deployment.
- Provided phone support to customers running Dell server platforms ranging from 8th to 14th generation.
- Setup hardware service calls and performed software support as necessary.
- Assisted with active directory and Hyper-V issues.
- Worked on Windows 2003-2019 and also on ESXi 4.1-6.5.
- Extensive hands-on training regarding the Dell PowerEdge server line, familiarizing with all of the hardware components that make up the server.
- Presented on Technical Support team's influence on company performance and its critical role in determining business success.
Client Support Representative
Dell Technologies
Round Rock, Texas
2002.05 - 2010.11
- Led two chat/email support teams, achieving consistent 95% customer experience ratings over two years.
- Delivered phone and online chat/email support to customers across various Dell client systems, enhancing user satisfaction.
- Established and taught case ownership procedures, pioneering follow-up practices for cases and hardware dispatches.
- Mentored colleagues in following up on their cases.
- Supported all client versions of Windows ranging from 2000-8.1.
Education
diploma -
American Commercial College
San Angelo, Texas2000-12
Skills
- Technical support
- Active Directory management
- Citrix platform administration
- Network troubleshooting
- Network diagnostics
- Hardware troubleshooting
- Software troubleshooting
- Windows troubleshooting
- Malware removal
- RAID troubleshooting
- Virtualization technologies
- PowerShell scripting
- Scripting languages
- Issue resolution
- Software management
- Communication skills
Certification
- A+ Certification
- Network+ Certification
Timeline
Technology Support Associate
Integreon Managed Solutions
2024.04 - 2026.08
Client Support Representative
FlashParking
2020.09 - 2023.02
Desktop Services Coordinator
Blackbox Networks
2019.09 - 2020.02
Resolution Engineer
Dell Technologies
2010.11 - 2019.07
Client Support Representative
Dell Technologies
2002.05 - 2010.11
diploma -
American Commercial College