Nico Paulo M. Gonzales
Laie,HI
Summary
Dedicated IT support professional with extensive experience in technical troubleshooting, hardware support, and user assistance. Expertise in active listening and problem-solving facilitates clear, patient guidance for both technical and non-technical users. Proven track record in data tracking, documentation, and the creation of organized reports, forms, and presentations using Microsoft Office. Recognized for maintaining efficient workflows and ensuring high customer satisfaction through empathy, teamwork, and effective issue resolution while fostering inclusive and respectful environments that enhance overall IT operations.
Overview
9
9
years of professional experience
Work History
Hardware Support
Polynesiam Cultural Center
12.2023 - 12.2025
- Resolved over 150+ software and hardware issues, decreasing system downtime by 40% through efficient troubleshooting and preventive maintenance.
- Managed 500+ network devices to ensure consistent connectivity and minimize service interruptions across multiple departments.
- Diagnosed and repaired complex technical problems, extending hardware lifespan and saving an estimated $10K in replacement costs.
- Trained 20+ staff on software best practices, boosting team efficiency and reducing repeat technical support requests by 25%.
Temple Views Apartment Residential Advisor
BYU-H Student Housing
02.2021 - 12.2023
- Served as first point of contact for 200+ residents, compelling concerns and emergencies quickly.
- Planned 15+ community programs annually, increasing resident engagement by 40%.
- Reduced conflict reports by 30% through proactive communication and mediation strategies.
Student Leadership Services Project Manager
BYU-Hawaii Campus
09.2021 - 12.2022
- Supervised 15+ student clubs, ensuring policy compliance and providing organizational support.
- Led planning for 10+ campus-wide events with 100-500 attendees, boosting student participation.
- Improved club operations and support system, reducing planning time for events by 25%.
Customer Service
Alorica
01.2017 - 12.2019
- Handled high volumes of customer inquiries at Alorica, exceeding monthly targets by 30%.
- Increased first-call resolution rate by 20% through empathy-driven communication and issue tracking.
Education
Bachelor of Science - Information Technology, Entrepreneurship, Theater, Film
Brigham Young University
Hawaii12-2025
Associate of Science - General Education
Brigham Young University
Idaho01-2020
Skills
- Strong community engagement and customer-service focus
- Active listening, empathy, and respectful communication
- Effective issue resolution and conflict management
- Proven ability to maintain inclusive and positive environments
- Client support, including styling assistance and personalized service
- Operational efficiency and workflow improvement
Customer & Community Engagement
Operational & Technical Skills
- Data tracking, reporting, and documentation
- Microsoft Office Suite: Excel (data organization & tracking), PowerPoint (presentations), Word (reports & forms)
- Experience creating forms, presentations, and structured reports
- Hardware support and basic technical troubleshooting
- Strong analytical and problem-solving abilities
- Teamwork and cross-functional collaboration
- Ability to adapt quickly and solve customer or operational challenges
Problem-Solving & Collaboration
Timeline
Hardware Support
Polynesiam Cultural Center
12.2023 - 12.2025
Student Leadership Services Project Manager
BYU-Hawaii Campus
09.2021 - 12.2022
Temple Views Apartment Residential Advisor
BYU-H Student Housing
02.2021 - 12.2023
Customer Service
Alorica
01.2017 - 12.2019
Bachelor of Science - Information Technology, Entrepreneurship, Theater, Film
Brigham Young University
Associate of Science - General Education
Brigham Young University
Honors And Achievements
- Missionary Certificate
- Residential Advisor Lead
- Cloud Architect Certified
- Machine Learning Foundation Certified
- Data Engineering Certified
- Cloud Foundation Certified