Jesus Gonzalez
IT Professional
San Antonio,TX
Summary
Detail-oriented IT professional with hands-on experience in endpoint management, network troubleshooting, and technical support within Microsoft 365 and Windows environments. Skilled in using tools such as NinjaOne, ServiceNow, Active Directory, and Papercut. Experienced in cable crimping, basic VPN setup, and providing frontline support for VoIP systems. Strong communicator with a background in team support, call trend analysis, and delivering clear procedural updates in collaborative environments.
Overview
4
4
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
IT Help Desk L2
Cavender Auto group
San Antonio, Texas
11.2024 - 01.2025
- Triaged tickets, maintained equipment inventory, and resolved network/connectivity issues as primary IT support; managed 1,239 endpoints with NinjaOne.
- Provided support in Microsoft 365 and Windows environments, handling Active Directory tasks like password resets, account unlocks, and permission updates; assisted with office setups and cable crimping.
- Troubleshot DOCUmation printers across multiple sites using Papercut; collaborated with IT team to resolve incidents and handle escalations.
- Recognized for strong communication, adaptability, and teamwork; supported daily operations with a proactive and reliable approach.
Global Technology Infrastructure Apprenticeship
J.P. Morgan Chase San Antonio Corporate Center
San Antonio, Texas
12.2021 - 04.2022
- Managed ServiceNow ticket queues to provide follow-up IT support to executives and handled break/fix issues for over 700 users, ensuring efficient resolution.
- Played a key role in a large-scale inventory migration, helping transition millions in equipment from legacy Excel tracking to a new automated database; validated functionality of 483 devices for an IT repurpose program.
- Evaluated remote work technologies, benchmarking solutions and testing custom Chrome OS configurations to eliminate the need for physical VPNs while maintaining secure intranet access.
- Acquired network configurations for VoIP Cisco phones and partnered with AT&T to establish VPN connections and manage billing for remote sites across NA, EMEA, and APAC.
Online Technical Support Specialist III
J.P. Morgan Chase San Antonio Corporate Center
San Antonio, Texas
10.2018 - 04.2024
- Supervisor in the Spanish sector of Community and Consumer Banking, supporting various lines of business (Online Tech Support, Consumer, Business, Sapphire, Disney) and ensuring compliance with policies and federal regulations while enhancing customer satisfaction through effective technical support.
- Provided technical assistance by diagnosing client issues through probing questions, utilizing tools for password resets and system troubleshooting, and effectively communicating solutions to non-technical users; handled an average of 35–45 inquiries daily.
- Collaborated with cross-functional teams and escalated complex incidents to appropriate departments to facilitate efficient problem resolution; analyzed escalation data and procedure updates to identify trends and optimize team performance.
- Supported team development by reviewing specialists' calls for performance improvement, answering questions via Microsoft Teams, creating weekly lesson plans based on insights from call reviews, and scheduling meetings to discuss team opportunities and trends.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
High School Diploma -
Simon Rivera High School
Brownsville, Texas 08.2006 - 06.2010
Multiple disciplinary studies -
The University of Texas At San Antonio
San Antonio, TXSkills
Teamwork and collaboration
Certification
ACI Learning Tech Academy - Information Security Analyst
Timeline
IT Help Desk L2
Cavender Auto group
11.2024 - 01.2025
CompTIA Security +
09-2024
ACI Learning Tech Academy - Information Security Analyst
08-2024
Global Technology Infrastructure Apprenticeship
J.P. Morgan Chase San Antonio Corporate Center
12.2021 - 04.2022
Online Technical Support Specialist III
J.P. Morgan Chase San Antonio Corporate Center
10.2018 - 04.2024
High School Diploma -
Simon Rivera High School
08.2006 - 06.2010
Multiple disciplinary studies -
The University of Texas At San Antonio
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