Immanuel Gonzales
Katy,TX
Summary
Results-driven IT Support Engineer with expertise in endpoint management and Microsoft 365 administration. Led tenant migrations and enhanced user experience through effective communication and problem-solving. Proficient in SCCM, Intune, and Azure AD management, ensuring compliance and operational efficiency. Focused on cybersecurity and cloud solutions, contributing to team success and adapting swiftly to emerging technologies.
Overview
20
20
years of professional experience
1
1
Certification
Work History
IT Support Engineer
BTG Pactual
05.2024 - Current
- Managed Microsoft 365 Exchange administration, coordinating security groups, calendars, and shared mailboxes to enhance communication.
- Executed Office 365 tenant-to-tenant migrations, facilitating secure data transfer and minimizing downtime for users.
- Managed endpoints using MS Intune, Windows Autopilot, MS Entra ID, and Defender for Endpoint.
- Implemented software distribution configurations and patch management settings using Intune across devices.
- Monitored system performance while enforcing compliance with industry standards through security measures.
- Deployed user applications via SCCM, performed silent upgrades, and managed group policies through Intune.
- Oversaw SharePoint and OneDrive environments, streamlining file sharing processes during user termination.
IT Lead Support Engineer
Inframark
09.2022 - 04.2024
- Executed enterprise endpoint projects, driving successful system upgrades and tool consolidation.
- Configured Intune Windows Autopilot and MDM policies for diverse device types.
- Supported iOS and Android devices, ensuring reliable data and voice connectivity for seamless user experience.
- Managed application packaging and deployment within targeted UEM applications, enhancing software accessibility for users.
- Created and administered group policy security groups using Active Directory.
- Performed tenant-to-tenant migration in Microsoft 365 utilizing Quest tools.
- Monitored network traffic to detect user risks and potential attacks.
IT Support Analyst
DXP Enterprises
01.2022 - 08.2022
- Provided real-time support via phone, email, and chat to address technical concerns.
- Conducted diagnostics, remote configuration provisioning, and security backup/restore processes.
- Maintained SCCM and JAMF environments by cleaning up obsolete packages and applying WSUS updates.
- Managed network usage, mobile asset tracking, and device policy management, including remote lock and wipe procedures.
- Migrated users and devices to new domains via Office 365 tenant migrations, ensuring seamless transition.
- Streamlined deployment for hybrid work environments by migrating processes to cloud using Intune and Autopilot.
- Trained end users on proper usage of installed applications and systems.
Technical Analyst
Texas Children’s Hospital – ePlus Staffing
07.2021 - 12.2021
- Resolved SQL errors and ODBC driver issues for spreadsheet databases, improving data accessibility for users.
- Provided technical support for system issues, ensuring minimal downtime and sustained productivity.
- Acted as subject matter expert during onboarding of new applications for ITSM support.
- Integrated emerging technologies into existing environments while identifying technical specifications for user needs.
- Created technical requirement documentation that aligned business goals with technological constraints.
- Built relationships with support services and enterprise applications teams to ensure SLA compliance and standards adherence.
- Administered SCCM software delivery using targeted methods for applications and software center.
Desktop Support Analyst (Contract)
CHI St. Luke’s Hospital
04.2021 - 07.2021
- Assisted internal inquiries from end users via telephone, email, or in person, delivering exceptional support while prioritizing company's critical processes.
- Supported staff in using Microsoft Office products, serving as the MS Office Specialist to enhance user proficiency.
- Created user accounts and managed shared and distribution groups using 365 Administration and Exchange Admin.
- Owned requests, documented all work in a centralized service ticket system, and provided resolutions using standard remediation methods.
- Configured DHCP reservations and set up printers for optimal performance using Ricoh, Xerox, and HP devices.
- Performed preventative maintenance by checking and cleaning devices, printers, and peripherals.
- Achieved service level agreements through organized, efficient problem-solving and administrative skills, ensuring timely and complete reporting.
Software Support Specialist (Contract)
Storable.com
01.2021 - 04.2021
- Managed customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner.
- Triage customer-reported issues, identifying and documenting software defects and recommending configuration changes to meet SLA timelines.
- Addressed support requests from end-users, guiding individuals through troubleshooting tasks to resolve issues effectively.
- Provided support for locally developed applications to include training assistance and troubleshooting for clients.
- Analyzed and evaluated user problems using test scripts, expertise, and probing questions to identify solutions.
- Worked with software development team on reported errors and bugs through JIRA.
Technology Support Specialist
BDS
08.2016 - 12.2020
- Configured, implemented, and maintained hardware and device management standards for Microsoft, Apple, and Android devices, including macOS, iOS, and iPadOS, to support organizational security policies.
- Owned the lifecycle management of macOS devices including provisioning, configuration, patching, and decommissioning.
- Managed Office 365 and SharePoint file permissions to ensure user access and uphold data integrity.
- Collaborated with IT department team members to confirm internal systems and technologies operate effectively for executives and staff.
- Developed and maintained automation scripts and policies to streamline device onboarding, updates, and compliance.
- Developed solutions for operational issues related to PC and Windows software, while communicating via phone and email.
Technology Support Specialist
MarketSource
11.2015 - 05.2016
- Managed client expectations for support and technology functionality, ensuring positive user experience through effective communication.
- Coordinated support for diverse devices, including PCs, iPads, Samsung tablets, and Google Chromebooks, to streamline access and usability.
- Provided support for multi-factor authentication (MFA) using Google and Microsoft Authenticator on Android and iOS devices.
- Facilitated adherence to software, hardware, and network standards, enhancing user proficiency among end-users.
- Assisted in setting up audio and video equipment for conference room meetings for seamless technology integration.
Computer Support Specialist
Actionlink LLC
03.2014 - 10.2015
- Updated network configuration knowledge for LAN/WAN networks and TCP/IP protocols to support operational effectiveness.
- Guided customers and users on maintenance practices for diverse software systems, ensuring compliance with OEM warranty requirements and industry best practices.
- Acquired knowledge of hardware and software, staying current with new applications to enhance efficiency and productivity for management and clients.
- Used Microsoft Office to manage company correspondence, spreadsheets and presentations.
Sr Records Coordinator
Snell & Wilmer LLP
08.2008 - 02.2014
- Trained over 60 users on custom internal legal software, enhancing user proficiency.
- Researched laws, regulations, and related legal articles to support cases and assist the legal team.
- Forecasted expected personnel demands and developed forward-thinking approaches to achieve objectives.
- Tracked data, created graphs, and performed calculations to inform decision-making.
- Conducted project-level analysis and produced documentation to support project objectives.
NOC Data Center Technician
Infocrossing.com
01.2006 - 08.2008
- Coordinated with onsite technicians, carrier service providers, and other department personnel to investigate and troubleshoot issues, ensuring all parties received timely status updates.
- Supported and troubleshoot Broadband circuits, routers, modems, switches, Wi-Fi, VOIP, telephony, and miscellaneous network attached devices.
- Monitored network performance using NMS and other tools to identify and address packet loss and latency issues, enhancing overall network reliability.
- Addressed system and network faults to maintain compliance with internal and external SLAs.
- Coordinated with operations teams for facility, network, and infrastructure projects, deployments, and maintenance.
- Performed visual checks for hardware failure lights or console error messages and power status.
Education
Associates Degree - Information Technology Software Development
ITT Technical Institute
Bachelor’s Degree - Management Information Systems
Colorado State University
Skills
Certification
- Cisco Certified Network Associate
- Azure Security Engineer Associate
- Windows Server Hybrid Administrator
- Azure Developer Associate
Timeline
IT Support Engineer
BTG Pactual
05.2024 - Current
IT Lead Support Engineer
Inframark
09.2022 - 04.2024
IT Support Analyst
DXP Enterprises
01.2022 - 08.2022
Technical Analyst
Texas Children’s Hospital – ePlus Staffing
07.2021 - 12.2021
Desktop Support Analyst (Contract)
CHI St. Luke’s Hospital
04.2021 - 07.2021
Software Support Specialist (Contract)
Storable.com
01.2021 - 04.2021
Technology Support Specialist
BDS
08.2016 - 12.2020
Technology Support Specialist
MarketSource
11.2015 - 05.2016
Computer Support Specialist
Actionlink LLC
03.2014 - 10.2015
Sr Records Coordinator
Snell & Wilmer LLP
08.2008 - 02.2014
NOC Data Center Technician
Infocrossing.com
01.2006 - 08.2008
Associates Degree - Information Technology Software Development
ITT Technical Institute
Bachelor’s Degree - Management Information Systems
Colorado State University