Israel Gonzalez
Limon,CO
Summary
Motivated U.S. Air Force Veteran with a solid foundation in discipline, teamwork, and leadership. Eager to apply these invaluable skills and experiences within a defense technology software company. Associates degree in Information Technology and over five years of expertise in helpdesk support and proprietary software assistance, providing a strong technical background. Bilingual proficiency in English and Spanish enhances ability to effectively communicate and collaborate with diverse teams.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Firefighter
United States Air Force, USAF
04.2022 - Current
- Served as an EMT firefighter at the Air Force Academy, delivering emergency medical services and firefighting support
- Responded to over 100 emergency situations, including fire outbreaks, medical emergencies, and rescue operations, ensuring the safety and well-being of 1,000+ personnel and property
- Conducted quarterly fire drills, safety inspections, and emergency preparedness training, achieving 100% compliance with safety standards
- Collaborated with a team of 20+ firefighters and medical personnel to develop and implement safety protocols, reducing incident response time and enhancing overall emergency preparedness
- Maintained and operated firefighting equipment and vehicles, conducting monthly inspections that ensured 100% operational readiness and extended equipment lifespan
- Provided critical first-aid and life-saving support during over 50 medical emergencies, demonstrating quick decision-making skills that directly contributed to the survival and recovery of injured personnel
- Awarded The Air Force Commendation Medal during a critical emergency response that involved triaging and CPR, resulting in saved lives.
Level 2 Support Specialist
Hyphen Solutions
01.2021 - 03.2022
- Provided Level 2 support for proprietary software linking homebuilders and suppliers, ensuring smooth data integration and operations
- Utilized SQL to manage and optimize complex database queries, improving data retrieval speed
- Resolved escalated technical issues related to software functionality, reducing downtime for end-users
- Collaborated with development teams to identify and fix bugs, leading to a great reduction in recurring technical issues
- Trained Level 1 support staff on SQL query basics and software troubleshooting, enhancing overall team efficiency.
I.T. Help Desk Analyst
City Electric Supply Inc.
10.2017 - 08.2020
- Supported internal proprietary software for over 500 branches, reducing downtime and ensuring seamless operations for over 3,000 employees across North America
- Resolved over 300 technical issues monthly, including password resets and hardware installations, reducing average resolution time greatly
- Mastered Inventory Management Software (I.M.S.) and Issuetrak ticketing software in record time, increasing efficiency in handling support tickets
- Mentored and developed 9+ new hires, contributed improvement in their onboarding process and achievement of professional goals within the first six months
- Collaborated with programmers, analysts, and team leads to optimize support processes, resulting in an increase in customer satisfaction scores
- Analyzed and resolved 100+ sale tickets weekly, including Cash Sales, Invoices, Packing Slips, and Reports, achieving a 98% resolution accuracy rate.
Education
Associate of Science - Information Technology
Wade College
Dallas, TX01.2020
Skills
- Windows
- Microsoft Office (Outlook, Excel, Word)
- Team Viewer
- Cisco Meraki
- IOS
- Active Directory
- Knowledge Base
- Issuetrak Software
- Migration Expertise
- SQL
- Troubleshooting
- Solution Implementation
- Data Analysis
- Adaptive Insight
- Quality Assurance
- Strategic Planning
- Customer Service
- Collaborative Problem Solving
- Effective Closing Techniques
- Records Management & Technical Documentation
- Bilingual (Fluent in English and Spanish)
- Scene Safety
- Emergency medical care
- Remote Support
- Mission Domain Expert
- SaaS
Certification
- EMT - Emergency Medical Technician
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Firefighter
United States Air Force, USAF
04.2022 - Current
Level 2 Support Specialist
Hyphen Solutions
01.2021 - 03.2022
I.T. Help Desk Analyst
City Electric Supply Inc.
10.2017 - 08.2020
Associate of Science - Information Technology
Wade College
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