Jaime Gonzalez
Bakersfield
Summary
Dynamic System Administrator in Information Technology, leveraging technical expertise to deliver exceptional service as the primary point of contact for end-user support and maintenance across servers, desktops, laptops, and in-office networking. Extensive experience in maintaining and optimizing desktop systems, with a strong ability to resolve complex technical issues and enhance overall system performance. Recognized for a collaborative spirit and adaptability to evolving organizational needs, consistently contributing to team success. Renowned for effective problem-solving skills and a commitment to providing reliable IT solutions that drive operational efficiency.
Overview
33
33
years of professional experience
1
1
Certification
Work History
I.T. Support Specialist III
Charter Communications
01.2007 - Current
- Provided technical support for hardware and software issues, ensuring timely resolution for end-users which Includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware, software and equipment to ensure optimal workstation performance.
- Assisted in troubleshooting network connectivity problems using diagnostic tools and remote access software.
- Configure, test, maintain, monitor and troubleshoot end user telecommunications hardware/software, telephony devices, and voice/data products Handle cell phone activities/issues such as upgrades, replacements, new activations.
- Accurately log and distribute all support activities in issue tracking application, acknowledge, troubleshoot, and resolve all assigned tickets; escalate and follow through when necessary.
- Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
- Good technical knowledge of PC and desktop hardware, preferably Dell, internal components such as video cards, motherboards, etc. Hands-on hardware and application troubleshooting experience.
- Inventory Management via Cherwell Service Management System
Customer Service & High-Speed Data Tier 3 Technical Support
Brighthouse Communications
01.2004 - 01.2007
- Extensive customer service training, as well as leadership training.
- Responsible for various technical functions, including trouble shooting High Speed Data connectivity issues. For external customers via ACD phone system.
- Monitor performance of HSD & VOIP Services using complex software platforms.
- Responsible for Personal Door to Door technical support for hands on resolution for escalated connectivity issues.
- Worked effectively in fast-paced environments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
New & Used Car Salesman
A. Sopp Chevrolet
01.2002 - 01.2003
- Trained customers in Feature rich Automobiles New and used.
- Gained excellent experience of public (personal) communications.
- Provided detailed vehicle information, including history reports and warranty options.
- Facilitated customer interactions to assess vehicle needs and preferences.
- Conducted thorough vehicle evaluations to ensure quality and customer satisfaction.
- Cultivated strong customer relationships through personalized service and product knowledge.
Customer Service Supervisor
Teletech Telecommunications Inc.
01.1993 - 01.2002
- Directed and maintained collection operations related to past-due credit card accounts, including credit checks and status reporting.
- Assisted in training and supervising staff in all operations.
- More than 9 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and troubleshooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.
- Ability to train, motivate and supervise customer service employees.
- Quickly and effectively solve customer challenges.
- Maintain quality control satisfaction records, constantly seeking new ways to improve customer service.
Education
High School Diploma -
Downey High School
Downey, CA01.2000
Skills
- Proficient in Microsoft Windows and macOS
- Experienced in troubleshooting enterprise-level printing and projection equipment
- Solid understanding of corporate WAN networking elements
- Technical documentation comprehension
- Effective communication abilities
- Skilled in simplifying complex concepts for varied users
- Technical support expertise
- Active Directory management
- Ticketing system proficiency
- Problem resolution
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 18 staff members.
- Collaborated with team of 6 in the development of Inventory tracking Asset collection, Repair tracking & End Of Life hardware replacement tracking.
Certification
CompTia A+ certification
Languages
Spanish
Native or Bilingual
Timeline
I.T. Support Specialist III
Charter Communications
01.2007 - Current
Customer Service & High-Speed Data Tier 3 Technical Support
Brighthouse Communications
01.2004 - 01.2007
New & Used Car Salesman
A. Sopp Chevrolet
01.2002 - 01.2003
Customer Service Supervisor
Teletech Telecommunications Inc.
01.1993 - 01.2002
High School Diploma -
Downey High School