Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Michael David Gonzales

Los Angeles,CA

Summary

Experienced Product Support Engineer with a strong foundation in SaaS platforms, API integrations, and enterprise technical support. Skilled in troubleshooting complex issues, supporting HCM systems integrations, and optimizing customer experience. I am adept at working cross-functionally with engineering teams to enhance platform capabilities, improve documentation, and streamline issue resolution. Passionate about leveraging AI-driven solutions and automation to enhance support processes.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Field Support Engineer

Becton, Dickinson (BD)
Remote, CA
03.2019 - 11.2024
  • Provided top-tier technical support to enterprise customers, troubleshooting API, system integration, and platform issues
  • Acted as a liaison between support and engineering, escalating complex technical issues and ensuring prompt resolutions
  • Developed and maintained technical documentation to assist customers and internal teams in troubleshooting
  • Managed ticketing systems (Zendesk, JIRA) to streamline support workflows and track issue resolutions
  • Conducted customer training sessions on platform functionality and best practices

Technical Support Engineer

Becton, Dickinson (BD)
Remote, CA
12.2017 - 03.2019
  • Delivered expert technical troubleshooting for enterprise SaaS applications and system integrations
  • Assisted customers with software configurations, updates, and maintenance, ensuring optimal system performance
  • Provided exceptional customer service, explaining complex technical concepts to non-technical users
  • Created and maintained internal knowledge bases to facilitate self-service support and training

Implementation Engineer

Abacus Data Systems
Remote, CA
01.2015 - 12.2017
  • Led SaaS platform deployments for legal and enterprise clients, ensuring seamless integrations
  • Configured CRM and ERP solutions, optimizing operational efficiency and data management workflows
  • Provided technical onboarding and customer training, improving user adoption
  • Diagnosed and resolved HCM systems integration challenges, ensuring seamless data flow between systems
  • Partnered with product and engineering teams to enhance platform usability based on customer feedback

Education

MBA - Business Administration

University of Phoenix
Maitland, FL
01-2011

Skills

  • HCM Systems & Integrations
  • API & System Integrations
  • Technical Support & Troubleshooting
  • Customer Support & Ticketing Systems
  • Technical Documentation & Enablement
  • AI & Automation
  • Collaboration & Cross-functional Support

Certification

  • Generative AI Essentials, Coursera Certificates (IBM), 01/01/25
  • Introduction to Artificial Intelligence (AI), Coursera Certificates (IBM), 01/01/25
  • Generative AI: Prompt Engineering Basics, Coursera Certificates (IBM), 01/01/25
  • Generative AI: Introduction and Applications, Coursera Certificates (IBM), 01/01/25

Timeline

Field Support Engineer

Becton, Dickinson (BD)
03.2019 - 11.2024

Technical Support Engineer

Becton, Dickinson (BD)
12.2017 - 03.2019

Implementation Engineer

Abacus Data Systems
01.2015 - 12.2017

MBA - Business Administration

University of Phoenix

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Michael David Gonzales