Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Robert Gonzalez

North Miami Beach,FL

Summary


With over ten years of Remote Support engineering experience, I have the skills and knowledge to Repair and Troubleshoot various Computer systems. My values of safety and precision help me create quality ways to fix these systems for all my customers. My skills have allowed me to help over 1000 customers with their Computer engineering needs.

Experienced with diagnosing and resolving technical issues efficiently. Utilizes strong analytical skills to troubleshoot and enhance system performance. Track record of effective communication and user satisfaction in diverse environments.

Support professional with strong technical expertise and problem-solving skills. Adept at diagnosing and resolving complex issues, ensuring seamless system performance. Known for effective team collaboration and adaptability to changing needs. Skilled in troubleshooting, customer support, and software maintenance. Reliable and results-driven with focus on achieving operational excellence.

with solid background in technical support and problem-solving. Successfully resolved complex issues and improved system performance. Demonstrated analytical skills and effective communication to ensure user satisfaction.


Overview

11
11
years of professional experience
1
1
Certification

Work History

Remote Support Engineer

EmconIT
02.2019 - 02.2025
  • Diagnosed system problems and identified appropriate solutions.
  • Installed and performed minor repairs to hardware, software and peripheral equipment, following design, and installation specifications.
  • Installed, configured, and maintained hardware systems and peripherals.
  • Performed diagnostic tests on hardware components to identify malfunctions or faults.
  • Resolved complex technical problems under tight deadlines.
  • Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
  • Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.

Network Engineer

University of Miami
03.2016 - 01.2019
  • Resolved escalated customer support tickets related to networking issues in a timely manner.
  • Troubleshot LAN and WAN connectivity issues by analyzing packet capture with Wireshark.
  • Troubleshot and resolved simple or complex issues utilizing reference materials.
  • Secured network systems by establishing and enforcing policies and defining and monitoring access.
  • Monitored network capacity and performance to diagnose and resolve complex network problems.
  • Provided complete end-to-end engineering and installation of route-based IP network solutions.

Desktop Support Engineer

Acordis International
04.2014 - 01.2016
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
  • Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.

Education

Computer Network Support Specialist - Computers

CBT - College of Business & Technology
05.2017

High School Diploma -

Hialeah-Miami-Lakes
Miami, FL
05-2010

Skills

  • Dell Servers
  • Sun Servers
  • Oracle Servers
  • Cisco Servers
  • Super Micro Servers
  • IBM Servers
  • HPE Servers
  • NetApp Storage
  • EMC Storage
  • AWS cloud services
  • Cisco Network Devices
  • Remote support
  • Troubleshooting skills
  • Network troubleshooting
  • Hardware and software installation
  • Connectwise
  • Salesforce
  • Microsoft Teams
  • Microsoft 365
  • Slack
  • FTP file services
  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Google Workspace
  • Zoom
  • IT support experience
  • AWS Console

Certification

  • COMPTIA A+
  • COMPTIA N+
  • COMPTIA S+

Languages

English
Spanish

Timeline

Remote Support Engineer

EmconIT
02.2019 - 02.2025

Network Engineer

University of Miami
03.2016 - 01.2019

Desktop Support Engineer

Acordis International
04.2014 - 01.2016

Computer Network Support Specialist - Computers

CBT - College of Business & Technology

High School Diploma -

Hialeah-Miami-Lakes

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