Joe Gonzalez
San Antonio,TX
Summary
Highly experienced IT Specialist and Senior Signal Support Systems Chief with over 20 years of military service, specializing in network services, customer support, and secure communications. Proven track record of managing complex communication systems, providing technical support, and ensuring operational readiness in high-stakes environments. Adept at integrating new technologies, maintaining secure networks, and leading technical teams to achieve mission-critical objectives. Seeking to leverage extensive experience in a federal IT or communications role.
Overview
18
18
years of professional experience
1
1
Certification
Work History
IT Specialist and Community Support Volunteer
Self-employed
01.2015 - 11.2023
- Friends and family were repeatedly facing malware infections that slowed down their computers and compromised security. Deployed robust antivirus software, removed existing malware, and educated them on safe browsing practices, resulting in a 90% reduction in infections and significantly improved computer security.
- Provided first-level technical support to approximately 50 clients annually, diagnosing and resolving customer-reported incidents with a 95% first-contact resolution rate for hardware, software, and network issues.
- Supported a variety of Software as a Service (SaaS) offerings, including Microsoft Office 365, ensuring seamless user experience and resolving software-related issues.
- Configured and maintained network hardware, including routers and switches, to enhance 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 for clients, reducing data loss incidents by 80% and ensuring business continuity.
- Implemented advanced security protocols, reducing malware infections by 70% and phishing incidents by 50%, while ensuring compliance with information security policies.
- Provided remote technical support, addressing urgent client issues such as network outages, software malfunctions, and hardware failures, with an average resolution time of under 2 hours, improving customer satisfaction.
Senior Signal Support Systems Chief
United States Army
08.2010 - 08.2014
- Directed a team of 12 Soldiers and 5 NCOs responsible for the deployment, maintenance, and troubleshooting of communication systems, supporting approximately 300-400 users.
- Maintained the battalion’s internal network infrastructure, including routers, switches, and secure communication systems, ensuring reliable and secure connectivity.
- Provided technical support and training, resolving 90% of over 200 annual technical issues on first contact. Enhanced team proficiency by training 40-50 personnel on network operating systems and communication systems, reducing repeat support requests by 15%.
- Integrated new communication technologies into existing networks, optimized network performance, and ensured interoperability with Brigade-level systems.
- Managed 50-70 radios, 10-12 network devices, and 70-90 computers (laptops and desktops), achieving 99.9% system uptime.
- Enforced Communications Security (COMSEC) protocols, managed cryptographic devices, and ensured 100% compliance during audits. Reduced security incidents by 30% through strict adherence to security policies.
Forward Signal Support System Team Chief
United States Army
05.2006 - 08.2010
- Led a forward signal support team of 8 personnel responsible for the deployment and maintenance of communication systems across 5 operational locations, ensuring 99.9% system uptime.
- Coordinated the deployment and configuration of LAN/WAN systems during field exercises, ensuring reliable and secure network connectivity.
- Provided technical support to 50-75 end-users, diagnosing and resolving network and communication issues with a 98% resolution rate.
- Managed $1.5M in tactical communication equipment, including 20-30 radios, 4-6 network devices, 8-10 laptops, and 10-12 desktops, ensuring optimal configuration and performance.
- Developed and executed communication plans for 10+ field exercises, ensuring seamless and secure network communications.
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
Certification
- CompTIA A+ | CompTIA Valid through July 2027
- CompTIA Security+ | CompTIA Valid through July 2027
- ITIL 4 Foundation | AXELOS Valid through January 2027
Education
Computer User Support Specialist Program
ACI Learning
Completed: March 2024
- Comprehensive training in IT support, focusing on roles such as IT Specialist, Help Desk, Desktop Support, Service Desk, and Technical Support.
Awards and Decorations
- Joint Service Commendation Medal (JSCM) – 1 Award
- Army Commendation Medal (ARCOM) – 3 Awards
- Navy and Marine Corps Achievement Medal (NAM) – 1 Award
- Army Achievement Medal (AAM) – 7 Awards
- Iraq Campaign Medal with Campaign Stars (ICM-CS) – 2 Awards
- Global War on Terrorism Service Medal (GWTSM) – 1 Award
- Non-Commissioned Officer Professional Development Ribbon (NOPDR) – 3 Awards
- Certificate of Achievement (COA) – 14 Awards
Locations
- San Antonio, TX
- Remote
Professional Memberships
- Signal Corps Regimental Association (SCRA)
- Association for Computing Machinery (ACM)
Timeline
IT Specialist and Community Support Volunteer
Self-employed
01.2015 - 11.2023
Senior Signal Support Systems Chief
United States Army
08.2010 - 08.2014
Forward Signal Support System Team Chief
United States Army
05.2006 - 08.2010