Luis Gonzalez
Louisville,KY
Summary
With a proven track record at EcoATM Gazelle, I excel in delivering first-contact resolutions and expertly guiding users through complex troubleshooting, leveraging skills in Active Directory management and customer technical support. My adeptness in both hard and soft skills ensures swift, effective solutions, enhancing client satisfaction and operational efficiency.
Overview
5
5
years of professional experience
Work History
Technical Support
EcoATM Gazelle
Louisville, KY
02.2024 - Current
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling
- Guided users with troubleshooting using diagnostic tools
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures
Technical Support
Lang Company
Louisville, KY
09.2022 - 09.2023
- Provide support to clients from the range of password reset to printer setups
- Setup VPNs using Meraki, Unifi, Watchguard, while provisioning AD accounts
- Used Connectwise as the ticketing system
- Guided users with troubleshooting using diagnostic tools
Warehouse
Sealed Air
Louisville, KY
05.2022 - 08.2022
- Prepared orders quickly, pulling and packing products for quick shipment
- Received and printed orders using the warehouse operating system
Technical Support
Yum Brand
Louisville, KY
01.2022 - 04.2022
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling
- Guided users with troubleshooting using diagnostic tools
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures
Technical Support
Compucom
Louisville, KY
11.2019 - 10.2021
- Provided the callers assistance with their account login information using the Active Directory (account password resets, account unlocks), used Oracle to assist with their equipment scanners while also providing technical assistance with work applications
Education
Associate of Arts - Computer Science
Jefferson Community And Technical College
Louisville, KY05-2026
Skills
- Customer technical support
- Technical support oversight
- Technical support
- Technical support knowledge
- Mobile device management
- Office 365 troubleshooting
- Azure active directory
- Active Directory management
Timeline
Technical Support
EcoATM Gazelle
02.2024 - Current
Technical Support
Lang Company
09.2022 - 09.2023
Warehouse
Sealed Air
05.2022 - 08.2022
Technical Support
Yum Brand
01.2022 - 04.2022
Technical Support
Compucom
11.2019 - 10.2021
Associate of Arts - Computer Science
Jefferson Community And Technical College
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