Years of IT Support Experience
Nataly Gonzalez
Paterson,NJ
Summary
Dedicated, motivated and passionate technology support specialist professional with many years of proficiency in technology, software and hardware troubleshooting and customer service. I have effectively managed and coordinated complex projects, while developing, and delivering high-quality training materials. I enjoy helping, teaching, training, and empowering others to create professional relationships so that others can benefit from my strong technical background. I have been highly recognized to troubleshoot and resolve fundamental IT issues with a smile.
Overview
15
15
17
17
Years of Professional Experience
7
7
Years of Education Technology Experience
16
16
Years of Retail Sales and Customer Service Experience
Work History
Help Desk Coordinator
Paterson Public Schools, Board of Education
09.2021 - 06.2023
- Assisted users with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed and updated hardware, software and applications on Mac and PC devices.
- Followed up with clients to verify optimal user satisfaction following support engagement and problem resolution.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as Microsoft Suite Applications and Google Suite Applications.
- Provided user support and technical support between 100 to 5,000 users daily in district of 60,000 combined users including admin, faculty. staff and student support.
Senior Technology Support Specialist
Whole Foods Market
09.2019 - 09.2021
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Assisted users in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address user inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for user and end-users across various time zones.
- Configured hardware and granted system permissions to new employees for tristate area of CT, NY, LI, NYC, and NJ.
- Responded to user inquiries and provided technical assistance over phone and in person.
Technology Support Specialist
The Elisabeth Morrow School
09.2017 - 09.2019
- Provided technical support, advice and assistance to faculty, staff, and students in school of 5,000.
- Solved technical, hardware and software issues, such as installing, cleaning, repairing, and preparing products.
- Experienced with application deployment and imaging using JAMF MDM System for Apple Device Management in Bring Your Own Device (BYOD) environment
- Accessed software updates, drivers, knowledge bases, and frequently asked questions resources on Internet to aid in problem resolution.
- Performed hands-on fixes at desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
- Communicated effectively with technology department and scheduled meetings about productivity and effectiveness as whole team.
- Dabbled in network servers and switches such as CISCO and NETGEAR.
Product Advisor
Microsoft
04.2014 - 07.2015
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Prepared and delivered instructor-led training sessions for virtual product suite.
- Coordinated technology events and marketing activities to engage customer base.
- Demonstrated software technology to prospective customers in support of lead generation efforts.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Offered new customers training to reduce frustration and improve customer satisfaction.
Customer Service Representative/Mobile Repair Technician
Metro PCS
01.2009 - 01.2014
- Installed replacement batteries, maintaining strict adherence to safety protocols to avoid overheating.
- Replaced touch-sensitive digitizers and displays using official OEM parts to maintain warranty eligibility.
- Reset and restored mobile operating systems such to factory default settings to correct software-based faults.
- Backed up and restored user data to replacement devices, maintaining strict customer privacy protocols.
- Offered guidance to consumers on purchasing mobile phone accessories.
- Inspected devices for signs of intentional or accidental damage to determine warranty eligibility.
- Removed, fixed, and replaced components such as LCD screens, home buttons and charging ports.
Game Advisor
GameStop
11.2011 - 11.2012
- Offered comparative analysis between games and system platforms to assist purchase decisions.
- Outlined informational resources regarding sales, promotions, and policies.
- Organized games according to corporate plans for regular displays and special promotions.
- Answered product questions, offering troubleshooting and advice before and after purchase.
- Operated cash register, capably transacting sales, returns, refunds and exchanges.
- Introduced and recommended game-related devices to customers for increased customer satisfaction and sales.
- Helped management receive, inventory and display games and game-related devices and properly processed damaged merchandise for return.
Education
Bachelor of Science - Cyberpsychology
New Jersey Institute of Technology
Newark, NJ06.2025
Associate of Arts - Psychology
Passaic County Community College
Paterson, NJ05.2023
Skills
- Technical Support
- Customer Service
- Problem Solving
- Documentation and Reporting
- Training and Knowledge Transfer
- Vendor Management
- Team Leadership
- Software and Application Support
- Operating Systems
- Remote Desktop
- TeamViewer
- LogMeIn
- Help Desk Support
- Zendesk
- ServiceNow
- CRM Systems
- Zoho
- ManageEngine
- Inventory Control
- Technology Support
- Communication
- Writing
- Technology Sales
- Analytical Skills
- Data Presentation
- Research
- Diagnostics
- Translation
- POS (Point Of Sale)
- Microsoft Word
- Microsoft Outlook
- Microsoft Teams
- Microsoft SharePoint
- Microsoft PowerPoint
- Microsoft Excel
- Zoom
- Google Suite
- Google Admin
- Windows OS
- MacOS
- Dell Support
- Active Directory
- PowerShell
- Command Prompt
- TCP/IP
- Basic Networking
- NetGear
- Cisco AnyConnect
- NetExtender
- Organization
- Active Listening
- Emotional Intelligence
- Time Management
- Collaboration
- VPN
- ServiceNow
- Network Support
- Motivated
- Adaptable
- Conflict Resolution
- Problem-Solving
- Flexibility
- Innovative
- Life Coaching
- Technology Support
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Help Desk Coordinator
Paterson Public Schools, Board of Education
09.2021 - 06.2023
Senior Technology Support Specialist
Whole Foods Market
09.2019 - 09.2021
Technology Support Specialist
The Elisabeth Morrow School
09.2017 - 09.2019
Product Advisor
Microsoft
04.2014 - 07.2015
Game Advisor
GameStop
11.2011 - 11.2012
Customer Service Representative/Mobile Repair Technician
Metro PCS
01.2009 - 01.2014
Bachelor of Science - Cyberpsychology
New Jersey Institute of Technology
Associate of Arts - Psychology
Passaic County Community College
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