Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
SeniorSoftwareEngineer
Gil Munoz

Gil Munoz

IT Manager
Georgetown,TX

Summary

Seasoned Help Desk Manager offering deep knowledge in IT customer service and team leadership. Skilled at resolving technical issues while maintaining high levels of customer satisfaction and meeting business objectives. Strong problem-solving abilities coupled with experience in implementing system improvements that enhance efficiency and productivity. Notable success in fostering strong relationships with staff, vendors, and stakeholders to facilitate project success.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Head of Corporate IT

Rabbit Inc
06.2024 - Current
  • Executed daily corporate IT duties with accuracy and efficiency.
  • Developed onboarding and offboarding policies for employees, contractors, and vendors.
  • Managed all company-owned devices using Apple MDM and JumpCloud software.
  • Created innovative solutions to improve team performance and outcomes.
  • Oversaw management of websites visited and sysadmin actions via SentinelOne.
  • Authored comprehensive processes for helpdesk ticket submission, handling, and documentation.
  • Collaborated with diverse teams to achieve goals and resolve product-related issues.
  • Administered entire organization’s GWS Admin console.

IT Manager

UnoDe50
06.2023 - 06.2024
  • Executed transition from MSP dependency to in-house operations.
  • Sourced and procured equipment for seamless transition to in-house operations.
  • Reduced IT spending by $230,000 through comprehensive review of US vendor contracts.
  • Oversaw cleanup project for IT closets across all US stores.
  • Implemented documentation project with MFA for enhanced transparency among global IT users.
  • Established budget parameters for 2024 financial planning.
  • Led cross-functional team of 10 in developing and launching new product line, increasing sales revenue by 20%.
  • Developed project schedules and resource allocation plans, ensuring on-time milestone achievement.

Senior Network Admin / Senior IT Support Engineer

Zip Co
06.2021 - 05.2023
  • Resolved complex issues as escalation point for Tier I, II, and III support tickets.
  • Provided technical support for hardware and software issues across all departments.
  • Managed IT asset inventory, ensuring up-to-date records of equipment status.
  • Collaborated with cross-functional teams to implement system upgrades and enhancements.
  • Documented support processes to improve team efficiency and knowledge sharing.
  • Implemented SOPs for documenting and managing support tickets to enhance workflow efficiency.
  • Introduced weekly management and bi-weekly company-wide synchronizations to streamline information exchange.
  • Collaborated with dev ops, engineering, security, and customer sales teams on various projects.
  • Managed US inventory for Apple devices via JAMF and PC devices using InTune.
  • Documented newly acquired equipment in Snipe IT for accurate asset management.
  • Procured, configured, and maintained Meraki switches, access points, and SonicWall firewalls.
  • Supervised migration from Microsoft Office 365 to Google Workspace ensuring seamless transition.

Helpdesk Manager/Network Engineer

Contango IT
07.2017 - 05.2021
  • Provided remote assistance to over 150 clients, addressing needs and resolving issues via phone.
  • Monitored staff performance and addressed issues.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Achieved 35% reduction in completion time for Tier I and II tickets, optimizing efficiency.
  • Handled L1, L2, and L3 tickets using Autotask across Windows 7/10 and Mac OS environments.
  • Performed troubleshooting for Office 365, Outlook, VPN, and Microsoft Office suite issues.
  • Collaborated in troubleshooting DNS, DHCP, TCP/IP, and Wi-Fi connectivity issues.
  • Managed procurement process for licenses and equipment, ensuring timely delivery from vendors.
  • Coordinated technician schedules and onsite dispatches for efficient operations.
  • Established remote connections using TeamViewer, Bomgar, RDP, VNC, and LogMeIn.

Senior IT Lead

Precision IT Group
02.2016 - 03.2017
  • Effectively supervised 12 technicians, ensuring smooth operations and optimal performance.
  • Managed ticket routing within the assigned client group for efficient ticket management and proper assignment.
  • Coordinated dispatch of technicians on site as per contracts and reduced downtime of all financial clients by 20%.
  • Supported up to 20,000 end users, addressing calls and tickets throughout the entire ticket lifecycle for comprehensive issue resolution.
  • Collaborated with technical account managers to plan and execute projects, ensuring successful outcomes through effective coordination and goal alignment.

Network Administrator

Urban Associates
05.2012 - 01.2016
  • Administered user rights on the data server, ensuring security and access permissions. Managed internet usage policies to regulate and monitor organization's internet access.
  • Handled troubleshooting for VPN and internet connectivity issues, while also maintaining circuits to ensure uninterrupted network access.
  • Managed telephony operations, including Cisco IP phone setup and configuration for call forwarding, extension forwarding, and voicemail boxes, ensuring smooth functionality.
  • Deployed and maintained Trend Micro and Malwarebytes on workstations for optimal security and protection.
  • Efficiently secured Cisco routers and wireless access points, ensuring proper configuration and timely security updates.

Education

Bachelor of Science - Computer Science

Troy University
ONLINE
05.2012

Skills

  • Windows XP, Vista, 7, 8, 10, 11
  • Server 2008, 2012, & 2016
  • Mac OS
  • iOS
  • iPad OS
  • iPad
  • iPhone
  • Windows laptops
  • Windows workstations
  • Docks
  • MacBook
  • SonicWall
  • Meraki
  • Cisco switches
  • Cisco access points
  • Blade servers
  • Tower servers
  • Rack mounted servers
  • Microsoft Teams
  • Open Directory
  • Office 365
  • Active Directory
  • Slack
  • Snipe IT
  • Service Now
  • Autotask
  • JIRA Service Desk
  • Azure AD
  • InTune software
  • Various MDM platforms (JAMF, Maas360, Apple MDM etc)
  • Technical support
  • Cross-functional collaboration
  • Policy development
  • IT asset management
  • Network troubleshooting
  • Device management
  • Project management
  • Customer service
  • Excellent communication
  • Attention to detail
  • MS office
  • Computer skills
  • Help desk management
  • Ticketing systems
  • Detailed documentation
  • End user support
  • Active directory
  • End-user training
  • ITIL framework
  • Service desk team management
  • SLA management
  • Incident management
  • Escalation handling
  • Remote support

Certification

  • CCNA
  • Microsoft Office 2016
  • Cyber Security & Net Plus
  • CompTIA A+
  • Apple Certified

References

References available upon request.

Timeline

Head of Corporate IT

Rabbit Inc
06.2024 - Current

IT Manager

UnoDe50
06.2023 - 06.2024

Senior Network Admin / Senior IT Support Engineer

Zip Co
06.2021 - 05.2023

Helpdesk Manager/Network Engineer

Contango IT
07.2017 - 05.2021

Senior IT Lead

Precision IT Group
02.2016 - 03.2017

Network Administrator

Urban Associates
05.2012 - 01.2016

Bachelor of Science - Computer Science

Troy University

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