Robert Gonzalez
Cape Coral,FL
Summary
Support professional with extensive technical expertise and exceptional problem-solving abilities, dedicated to diagnosing and resolving complex issues for seamless system performance. Recognized for fostering effective team collaboration and adapting swiftly to evolving needs, contributing to a dynamic work environment. Proficient in troubleshooting, customer support, and software maintenance, consistently delivering reliable solutions. Committed to achieving operational excellence through a results-driven approach that prioritizes efficiency and effectiveness.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Support Engineer
EntechUS
Fort Myers, FL
03.2025 - Current
- Resolved escalated technical support tickets in a timely and efficient manner, leveraging remote-access tools such as RDP, Datto, and ScreenConnect to diagnose and resolve end-user issues.
- Provided comprehensive user account and access management through Active Directory, including password resets, group policy updates, and security permission adjustments.
- Administered and supported Microsoft 365 services, including mailbox management, license allocation, and user provisioning to ensure seamless productivity for all employees.
- Utilized IT Glue for accurate documentation of systems, procedures, configurations, and troubleshooting workflows, improving team efficiency and knowledge sharing.
- Managed and maintained Windows Server environments, performing updates, monitoring system health, and ensuring stable server performance across the organization.
- Configured and supported DHCP Server and Microsoft Exchange, ensuring reliable IP address distribution, email functionality, and overall infrastructure stability.
- Delivered high-quality remote IT support by efficiently identifying root causes, providing accurate solutions, and maintaining exceptional communication with end users.
- Provided technical support for software applications, resolving user issues efficiently.
- Collaborated with cross-functional teams to troubleshoot and enhance system performance.
Remote Support Engineer
EmconIT
Brick Township, NJ
02.2019 - 02.2025
- Leveraged iDRAC, ILOM, ILO, CIMC, and UCS Manager to diagnose system issues and deliver effective troubleshooting solutions for remote hardware management.
- Installed and performed minor repairs on hardware, software, and peripheral equipment in accordance with design standards and installation specifications.
- Installed, configured, and maintained enterprise storage servers, utilizing ONTAP and Unisphere environments for storage-related administration and support.
- Conducted diagnostic tests on servers and hardware components using remote management tools (iDRAC, ILOM, iLO, CIMC) to quickly identify root causes or performance issues.
- Resolved complex technical problems under tight deadlines by applying systematic troubleshooting methods and deep technical knowledge.
- Ensured compliance with industry best practices, company policies, and security standards across all support and maintenance activities.
- Improved customer satisfaction by promptly addressing support tickets, delivering accurate solutions, and maintaining effective communication.
- Delivered technical support for hardware and software issues, ensuring timely resolution for end-users.
- Collaborated with cross-functional teams to enhance system performance and user experience.
Network Engineer
University of Miami
Miami, FL
03.2016 - 01.2019
- Resolved escalated customer support tickets related to networking issues using tools such as ConnectWise and Salesforce.
- Troubleshot LAN and WAN connectivity issues using Wireshark and managed network devices across Cisco and Aruba technologies.
- Diagnosed and resolved network issues using reference materials and documentation.
- Secured network systems by enforcing security policies and monitoring access controls.
- Monitored network capacity and performance to identify and resolve complex infrastructure problems.
- Provided end-to-end engineering and configuration for network solutions.
Desktop Support Engineer
Acordis International
Miami, FL
04.2014 - 01.2016
- Installed new or upgraded hardware and software, coordinating installation and follow-up with end users to ensure full customer satisfaction.
- Configured hardware, devices, and software to set up workstations for employees, utilizing tools such as RDP, Datto, ScreenConnect, IT Glue, and Microsoft 365.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues using Active Directory, Windows Server, DHCP Server, and Microsoft Exchange.
- Improved help desk ticket resolution times by effectively prioritizing service requests based on urgency and impact, contributing to increased team efficiency and user satisfaction.
- Provided remote IT support through RDP, Datto, ScreenConnect, and other remote-management tools to diagnose and resolve issues quickly and accurately.
Education
Computer Network Support Specialist - Computers
CBT - College of Business & Technology
Miami, FL05-2017
High School Diploma - undefined
Hialeah-Miami-Lakes
FL05-2010
Skills
- RDP
- Datto
- Screen Connect
- Active Directory
- Microsoft 365
- IT Glue
- Windows Server
- DHCP Server
- Microsoft Exchange
- Cisco Network Devices
- Aruba Devices
- Wireshark
- DNS Server
- DMS
- ConnectWise
- Salesforce
- Dell Servers
- Sun Servers
- Oracle Servers
- Cisco UCS Servers
- IBM Servers
- HPE Servers
- IDRAC
- ILOM
- ILO
- CIMC
- UCS Manager
Certification
- COMPTIA A+
- COMPTIA N+
- COMPTIA S+
LANGUAGES
English
Spanish
Timeline
Support Engineer
EntechUS
03.2025 - Current
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
High School Diploma - undefined
Hialeah-Miami-Lakes
Computer Network Support Specialist - Computers
CBT - College of Business & Technology