Summary
Overview
Work History
Education
Skills
Timeline
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Jocelyn Diaz Gonzalez

Jocelyn Diaz Gonzalez

Cumberland,VA

Summary

Experienced in effectively communicating technical information to non-technical individuals. Possess strong troubleshooting skills and a meticulous approach to diagnostics and repairs. Proven track record in hardware installation, software updates, and LAN system management. Adept at ensuring smooth operations. Clear and open communication style. Excel in planning and problem-solving, making a valuable asset to any team.

Overview

13
13
years of professional experience

Work History

Technical Support Specialist

Ricoh USA
11.2021 - Current
  • Responds to incoming support incidents (i.e
  • Telephone, chat, email, text and video) in a timely, professional manner
  • Discovers the root cause of customer issues and identifies the action required to resolve, whenever possible, using company knowledge bases, customer information and departmental collaboration
  • Troubleshoot and identify malfunctioning equipment components or applications, identifying problem areas and recommending corrective action
  • Makes entries for incoming issues and all activities that pertain to any existing issues within the incident tracking system
  • Entries are accurate, detailed, and include all required fields
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
  • Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
  • Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

Defense Investigator

Virginia Indigent Defense Commission
05.2015 - 05.2016
  • Assisted the Investigations Supervisor in developing training and manual for new investigators
  • Provided monthly case status updates on 100+ cases for 20 attorneys
  • Identified case issues and evidence needed based on individual analysis of charges and complaints
  • Provided trail testimony regarding statements, crime scene investigations, and physical evidence
  • Conducted thorough face-to-face interviews with employers, families, neighbors, friends, and suspects, and documented investigative findings.
  • Collected information pertaining to criminal proceedings and performed investigations to resolve cases.
  • Ensured compliance with legal regulations during investigations, minimizing risk for litigation or procedural errors.
  • Conducted interviews with witnesses and clients.
  • Prepared case reports from allegations, transcripts of interviews and physical evidence.
  • Offered training seminars on investigative techniques, elevating the skill level within the department and fostering collaboration among team members.
  • Carefully documented statements, observations, and evidentiary materials.
  • Managed sensitive case information with utmost discretion, ensuring confidentiality and integrity in all proceedings.
  • Developed comprehensive reports that accurately detailed investigation findings and supported legal proceedings.
  • Trained team members on agency processes, court procedures and investigation strategies.
  • Identified witnesses and collected statements to gather information and pursue remedies for violations of legal standards.

Defense Investigator

Public Defender Services for D.C.
01.2014 - 09.2014
  • Interviewed witnesses, sought out potential witnesses, identified / collected evidence, visited / inspected crime scene, and collected / photographed physical evidence
  • Compiled / prepared investigative reports, requested medical and other records, and assisted in preparing / serving legal documents, such as subpoenas
  • Maintained current and accurate offender records in an automated record system
  • Supplied trail testimony on statements, crime scene investigations, and physical evidence
  • Provided consecutive and simultaneous interpretation / translation at all stages of criminal defense for clients, attorneys, and witnesses, as well as sight translation of documents ranging from simple letters to complex legal documents
  • Ensured compliance with legal regulations during investigations, minimizing risk for litigation or procedural errors.
  • Gathered facts from interviews of suspects, witnesses, and complainants.
  • Conducted interviews with witnesses and clients.
  • Developed comprehensive reports that accurately detailed investigation findings and supported legal proceedings.
  • Carefully documented statements, observations, and evidentiary materials.
  • Collected information pertaining to criminal proceedings and performed investigations to resolve cases.
  • Managed sensitive case information with utmost discretion, ensuring confidentiality and integrity in all proceedings.
  • Identified witnesses and collected statements to gather information and pursue remedies for violations of legal standards.
  • Conducted comprehensive background checks for high-profile cases, leading to crucial breakthroughs.
  • Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
  • Conducted thorough face-to-face interviews with employers, families, neighbors, friends, and suspects, and documented investigative findings.

Administrative Assistant

Managers Lenders Investors
12.2011 - 01.2014
  • Provided the C.E.O with logistical support for programs, meetings, and events, including room reservations, agenda preparation and calendar maintenance
  • Offered office-wide software support and training, including troubleshooting issues and optimizing usage
  • Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data
  • Performed general office duties, including answering multi-line phones, routing calls and messages and greeting visitors
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
  • Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
  • Coordinated travel arrangements for staff, ensuring cost-effective and timely accommodations and transportation.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.

Education

CompTIA A+ Certification - Information Technology

CompTIA Tech Career Academy
10.2021

Dual Master’s of Science - Cybersecurity and IT

Marymount
Arlington, VA
05.2020

Bachelors of Science - Criminal Justice

Regent University
Virginia Beach, VA
12.2011

Skills

  • Customer Service
  • Putty
  • Hardware
  • Technical Support
  • Dependability
  • Effective Communication
  • Microsoft Office 365
  • ServiceNow
  • Five9
  • Citrix

Timeline

Technical Support Specialist

Ricoh USA
11.2021 - Current

Defense Investigator

Virginia Indigent Defense Commission
05.2015 - 05.2016

Defense Investigator

Public Defender Services for D.C.
01.2014 - 09.2014

Administrative Assistant

Managers Lenders Investors
12.2011 - 01.2014

CompTIA A+ Certification - Information Technology

CompTIA Tech Career Academy

Dual Master’s of Science - Cybersecurity and IT

Marymount

Bachelors of Science - Criminal Justice

Regent University

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Jocelyn Diaz Gonzalez