Joe Gonzalez
Information Technology Professional
San Antonio,TX
Summary
Highly skilled IT specialist and Senior Signal Support Systems Chief with over 20 years of military service, specializing in network management, customer support, and secure communications. Proven expertise in managing complex communication systems, providing technical support, and ensuring operational readiness in high-pressure environments. Experienced in integrating new technologies, maintaining secure networks, and leading cross-functional teams to achieve mission-critical objectives.
Known for first-contact resolution and delivering seamless desktop support across Windows, Linux, and Mac platforms. Adept at supporting Software as a Service (SaaS) offerings like Microsoft Office 365. Detail-oriented, with the ability to manage multiple priorities under tight deadlines. Skilled in implementing IT security protocols and backup solutions, reducing risks and ensuring business continuity.
A results-driven professional seeking to leverage extensive IT and leadership experience in a federal IT or communications role. Enthusiastic team player with a passion for contributing to organizational success through collaborative problem-solving and proactive service delivery.
Overview
17
17
years of professional experience
16
16
years of post-secondary education
3
3
Certifications
Work History
IT Specialist and Community Engagement Manager
Self-employed
San Antonio, Texas
01.2015 - 11.2023
- Mitigated malware infections for over 50 community members by deploying robust antivirus software, removing thousands of malware infections, and educating users on safe browsing practices, resulting in a 90% reduction in infections and significantly enhanced computer security.
- Provided first-level technical support to approximately 50 clients annually, diagnosing and resolving hardware, software, and network issues with a 95% first-contact resolution rate.
- Supported various Software as a Service (SaaS) offering, including Microsoft Office 365, ensuring a seamless user experience and resolving software-related issues efficiently.
- Configured and maintained network hardware, including routers and switches, to improve connectivity and security for home offices and small businesses.
- Managed the deployment, setup, and configuration of 30+ desktops, 20+ laptops, and 10+ printers for individual and small business clients, ensuring optimal performance and user satisfaction.
- Developed and implemented backup and recovery procedures, reducing data loss incidents by 80% and ensuring business continuity for clients.
- Implemented advanced security protocols, reducing malware infections by 70% and phishing incidents by 50%, while ensuring compliance with security policies.
- Provided remote technical support, addressing urgent client issues like network outages, software malfunctions, and hardware failures with an average resolution time under 2 hours, improving customer satisfaction.
Senior Signal Support Systems Manager
United States Army
San Antonio, Texas
08.2006 - 08.2014
- Revamped the brigade’s COMSEC program, earning a "Commendable" rating during III Corps inspections through strategic leadership and oversight of security protocols.
- Upgraded network infrastructure by replacing outdated equipment and implementing enhanced security measures, resulting in 99.9% uptime and a 30% reduction in security incidents.
- Led and managed a team of 12 Soldiers and 5 NCOs, supporting communication systems for 300-400 users across multiple locations.
- Integrated new communication technologies into legacy systems, ensuring seamless interoperability with brigade-level infrastructure.
- Provided technical support to 200+ users annually, resolving 90% of issues on first contact and reducing repeat requests by 15% through effective troubleshooting and user training.
- Managed $2M in tactical communication equipment, ensuring optimal configuration, performance, and 99.9% uptime.
- Implemented best practices in IT project execution, meeting timelines and budgets while overseeing wiring installations, repairs, and upgrades.
- Supervised 15 staff members, including electrical workers and technicians, enhancing operational efficiency and client satisfaction through project oversight.
- Developed and implemented communication plans for 10+ field exercises, ensuring secure, uninterrupted network connectivity across five operational sites.
- Supervised the deployment and maintenance of 50-70 radios, 70-90 computers, and 10-12 network devices, ensuring reliable system availability.
- Managed internal network infrastructure by maintaining routers, switches, and secure communication systems in compliance with RMF guidelines.
Enforced COMSEC protocols, achieving 100% audit compliance while reducing security incidents by 30% through proactive monitoring and policy enforcement. - Coordinated the deployment of LAN/WAN systems during field operations, achieving 99.9% uptime through detailed planning, troubleshooting, and pre-deployment testing.
Education
No Degree - General Studies
North Central Institute
Clarksville, TN 06.2014 - 06.2026
High School Diploma -
Heidelberg American High School (DoDDS)
Heidelberg, Germany 08.1986 - 08.1990
Skills
Technical Support
Troubleshooting
Active Directory
Help Desk Support
Customer Support
Operating Systems
Microsoft Office 365
TCP/IP, LAN, WAN, VLAN, VPN, VOIP
Remote Desktop Utility
Ticketing System
Network Administration
SaaS (Software as a Service)
Windows Administration
Call Center Triage
Customer Service
Conflict Management
Application installations
IT Troubleshooting
Certification
CompTIA A+ | CompTIA Valid through July 2027
Timeline
IT Specialist and Community Engagement Manager
Self-employed
01.2015 - 11.2023
No Degree - General Studies
North Central Institute
06.2014 - 06.2026
Senior Signal Support Systems Manager
United States Army
08.2006 - 08.2014
High School Diploma -
Heidelberg American High School (DoDDS)
08.1986 - 08.1990