Guillermo Gonzalez IV
San Antonio,USA
Summary
Knowledgeable Information Security Engineer with extensive knowledge and experience in IT. Proven record of accomplishments in building and maintaining rapport with businesses, users, and future customers. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding expectations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Specialist Network/Customer Support – Operations 2210 – GS–11
Air Force Materiel Command – AFSC/VTOC – Lackland AFB, Texas
10.2024 - Current
- Admins base local area network (LAN) and wide area network (WAN) infrastructures. Monitors, tests, and maintains operating .NET & .MIL network systems to ensure software and hardware functionality is to military standards
- Determines user requirements and assists by recognizing and analyzing trends and providing instructions and orientation services.
- Maintains trouble ticket efficiency while being in AF policy compliance.
- Provides excellent customer technical assistance and support. Provides ongoing technical advice and guidance to users to ensure proper protocols are met to AF standards.
- Conducts feasibility studies to identify and analyze network failures and analyzes data to determine if trends exist which forecast the need for future replacement or modification of network hardware and software.
- Analyze complex operational and tactical processes and/or variety of unusual problems, questions, or concerns relative to development and implementation of NIPR/BAN information
- Led IT initiatives to enhance system security and operational efficiency across multiple platforms.
- Developed and implemented strategic IT training programs for staff, improving technical proficiency.
- Analyzed system performance metrics to identify areas for improvement and optimize workflows.
- Collaborated with cross-functional teams to design solutions that meet mission-critical requirements.
- Streamlined documentation processes for IT systems, enhancing access to critical information for stakeholders.
- Mentored junior IT personnel, fostering professional development and knowledge sharing within the team.
- Managed helpdesk operations, prioritizing tasks according to urgency and impact on overall business functions.
- Provided top-notch technical support for all employees, resolving issues quickly and efficiently.
- Worked effectively in fast-paced environments.
Senior Help Desk/Remote SCCM System Administrator
Vista Global Solutions LLC – Brooke Army Medical Center – Fort Sam Houston, Texas
09.2023 - 09.2024
- Develops and maintains related procedures, processes, and documentation as needed.
- Investigates, develops, and implements solutions for agency issues and requirements while working ServiceNow tickets and troubleshoots email issues to resolution.
- Support wireless devices users to include service setup, maintenance, and end user support.
- Support capabilities allowing assumption of control of an end user device for problem analysis and resolution.
- Documents results of all testing, including reasons for disapprovals when applicable.
- Conducts and participates in intra- and inter-agency automation meetings, technical forums, and IT workgroups/committees.
- Recommends and conducts research of hardware and software that may prove beneficial to any critical mission.
- Support special network user devices and other mission systems and applications deployed within an unclassified/classified environment or network.
- Communicates directly with agency staff and outsourced vendors to provide guidance regarding installation, troubleshooting and configuration.
- Coordinates posting of instructional documentation for technical and non-technical groups.
Cloud Operations & Infrastructure Manager
Remote Service Desk Agent II – Signify Health - Dallas, Texas
01.2022 - 09.2023
- Provides day-to-day support of for end users desktop issues (hardware/software).
- Responds to and resolves tickets in Jira queue. Keeps tickets up to day ensuring customer is updated on progress. creates and updates SOP and knowledge base articles. Checks and maintains conference rooms to ensure they are working properly and manages list of inventory. Implements and administers the Information Security Program for the organization. Implements DoD, HQ USAF, and MAJCOM/FOA policies and develops local procedures for the classification and protection of classified national defense and other sensitive information originated or controlled by the organization's activities.
- Administers the Industrial Security Program and Personnel Security Program for the organization. Reviews solicitation and contract documents to ensure they include the appropriate security clauses and language. Establishes local procedures for processing requests for security clearances for military and civilian personnel.
- Provides program management and implements and administers for the Physical Security Program.
System Administrator – Information Technology Specialist
BAMC Virtual Medical Center – BEAT LLC – 5G Communications – San Antonio, Texas
06.2020 - 01.2022
- Create System Virtual Access for Providers across different military bases and enterprises.
- Ability to Reimaging PCs (HP & Dells) for deployment.
- Proficient with Active Directory, AHLTA, CHCS, DHMRSi, AVHE, share drive accessibilities.
- Proficient with ServiceNow and Remedy SharePoint work environment
- Assisting with Mobile Broadband Kits for ARMY (Portable Wifi Modem Kits)
- Ability to multitask while staying focused in a fast-paced competitive environment
- Accurately triaging/assigning/escalating tickets per current processes and standards
- Proficient with Windows 7 and Windows 10 operating system/Microsoft Office Services
- Data Center Technician Experience with upgrading hardware and software equipment while working with network issues
- Information Security Engineer Experience in being responsible for the computers system and network configuration of devices
Desktop Support Tier 1 Analyst - Third Shift Graveyard
Defense Health Agency Global Service Center – Federal Resources Corporation – San Antonio, Texas
09.2019 - 05.2020
- Tier 1-3 level support of all inbound/outbound calls, generating a ticket for all new issues while provide accurate, timely, and professional resolution on all supported issues.
- Accurately triaging/assigning/escalating tickets per current processes and standards
- Proficient with Windows 7 and Windows 10 operating system/Microsoft Office Services
- Proficient with Active Directory Permissions and Group Policy Triaging
- Experienced in the use of remote access applications (BOMGAR/Dameware/Remote Desktop Connection)
- Seasoned in hardware/software maintenance skills and troubleshooting situations
- Ability to multitask while staying focused in a fast-paced competitive environment
Information Technology Hardware Network Technician
Texas Med Clinic, San Antonio, Texas
02.2018 - 08.2019
- Responsible for overseeing day to day maintenance of Texas Med Clinic network infrastructure
- Responsible for multiple Microsoft Windows servers and client workstations for troubleshooting and repair
- Basic Knowledge of Cisco Call Manager, Unity, and managed switches and routers
- Log and track requests for assistance and part management
- Preparation of procedure manuals and documentations for IT use
- Assist in internal application development process for Alpha level testing push to all 19 clinics
- Effectively communicates the status of problem resolution back to the person requesting assistance
- Creating badges, updating user information in databases, and assisting in additional assignments from IT Support Director
Education
Master of Science - Cyber Security And Information Assurance
Western Governors University
Salt Lake City, UT02-2028
Bachelor's Degree - Computer Engineering and Electrical Engineering
University of Texas at San Antonio
05-2017
Associates Degree - Engineering
Central Texas College
08-2012
Associates Degree - Math
Central Texas College
05-2017
Associates Degree - General Studies
Central Texas College
05-2017
Associates Degree - Multi interdisciplinary Studies
Central Texas College
05-2017
Skills
- Experience with O365 configuration and management with preferred expert level understanding of MS Exchange, SMTP and Net development, Teams, and other components of the Office and M365 services
- Experience supporting O365/M365 implementations, with preference given to experience in large government organizations
- Working knowledge of PowerShell/Command Prompt scripting
- Knowledge of single sign-on and multi-factor authentication
- 8 years of knowledge of Microsoft Server System Administration, including M365, Active Directory, Ivanti, Purebred, Azure, Apple Business Manager Administration
- Skill in developing technical documentation and teaching sessions for future employees
- Strong analytical and problem-solving skills, good verbal, and written communication skills
- Ability to multitask and manage multiple activities and/or tasks simultaneously
- Knowledge of IT operations, responsibilities, workflow processes, and procedures
- Ability to apply local, state, and federal laws and regulations relevant to program areas and information technology; and of the principles and practices of public administration and management
- Skill in gathering information, resource organization, project/task prioritization and schedule development
- IT problem-solving expertise
- IT risk management
- Network administration
- Software development
- Advanced computer proficiency
- IT asset management
Certification
- DoD Top Secret SCI Clearance (Expires Jun 8 2029)
- CompTIA Security+ CE (Expires Oct 21 2029)
- JKO LCMS – Training Coordinator
- NetCloud System Administrator
- Cradlepoint System Administrator (Servicing 5G Communications Wifi Capabilities for Army Command)
- System Center Configuration Manager (SCCM) System Administrator
- Microsoft Endpoint Configuration Manager (MECM) System Administrator
Timeline
IT Specialist Network/Customer Support – Operations 2210 – GS–11
Air Force Materiel Command – AFSC/VTOC – Lackland AFB, Texas
10.2024 - Current
Senior Help Desk/Remote SCCM System Administrator
Vista Global Solutions LLC – Brooke Army Medical Center – Fort Sam Houston, Texas
09.2023 - 09.2024
Cloud Operations & Infrastructure Manager
Remote Service Desk Agent II – Signify Health - Dallas, Texas
01.2022 - 09.2023
System Administrator – Information Technology Specialist
BAMC Virtual Medical Center – BEAT LLC – 5G Communications – San Antonio, Texas
06.2020 - 01.2022
Desktop Support Tier 1 Analyst - Third Shift Graveyard
Defense Health Agency Global Service Center – Federal Resources Corporation – San Antonio, Texas
09.2019 - 05.2020
Information Technology Hardware Network Technician
Texas Med Clinic, San Antonio, Texas
02.2018 - 08.2019
Bachelor's Degree - Computer Engineering and Electrical Engineering
University of Texas at San Antonio
Associates Degree - Engineering
Central Texas College
Master of Science - Cyber Security And Information Assurance
Western Governors University
Associates Degree - Math
Central Texas College
Associates Degree - General Studies
Central Texas College
Associates Degree - Multi interdisciplinary Studies
Central Texas College