Roberto Daniel Gonzalez
South San Francisco,CA
Summary
I’m a friendly Help Desk Technician with a solid track record of quickly and effectively resolving technical issues. I always strive to exceed client expectations by thoroughly verifying that every ticket is resolved to satisfaction. I pride myself on maintaining positive communication, even in high-pressure situations. I’ve earned several IT certifications from Coursera and Google, and I’m focused on building a personal brand centered around being versatile, reliable, and genuinely helpful.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Tech Lounge Guru (Ford Motor Company)
Pomeroy Technologies
Hebron, KY
06.2024 - 03.2025
- Provided tier 1/ tier 2 support to 20+ daily users via Slack, MS Teams and ServiceNow tickets with all hardware or software related issues providing consistent turnover, resulting in increased employee productivity
- Provisioned IT equipment for all new hires and current employees, ensuring smooth transitions, and seamless integration into the company.
- Audited and tracked IT inventory in eAssets, ensuring all devices are registered in Jamf, keeping in compliance with company standards.
- Conducted on-site A/V support, including servicing and maintaining all audiovisual systems, as well as setup for company-sponsored events.
- Troubleshoot network issues with collaboration from the Networking Team, as well as server room installations and configurations.
Service Desk Analyst (First Republic Bank)
TEKsystems
Hanover, MD
01.2023 - 05.2024
- Performed troubleshooting steps over the phone and through a live remote application (Beyond Trust) to desktop computers, laptops, and mobile devices in order to resolve their issues with applications, software, and device settings.
- Processed over 130 tickets every week, averaging 25 tickets daily through different digital channels, such as ServiceNow, live chats, our live call queue, and direct contact on Microsoft Teams.
- Addressed internal colleagues' questions, issues, requests, and concerns while maintaining outstanding customer service by providing a 'White Glove Service.'
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Escalated issues accordingly and in a timely manner in order to prevent any delays in resolving an internal colleague's issue or request.
Enterprise Support Tech (META)
Synergy Services
Denver, CO
01.2022 - 12.2022
- Troubleshoot users' applications, software, hardware, email, Mac OS, and Windows OS issues, resulting in an increase in company workflow.
- Closed 50+ cases a week, averaging 10 cases a day, using an in-house ticketing system, live remote application (Beyond Trust Support), and voicemail cases, allowing users to increase productivity.
- Utilized Active Directory and PowerShell to make changes to users, computers, groups, shared mailboxes, distribution lists, and folders, granting users access to improve work efficiency.
- Responded to support requests from end users, and patiently walked individuals through basic troubleshooting tasks.
Education
Graduate Certificate - Information Technology
YearUp
Menlo Park02-2022
High School Diploma -
San Mateo High School
San Mateo, CA06.2018
Skills
- Technical support
- Microsoft Office
- Google Suite
- Microsoft Azure
- Hardware Troubleshooting
- Active Directory
- Powershell
- Documentation
- ServiceNow
- Customer Service
- Bilingual - Spanish
- Communication
Certification
- Technical Support Fundamentals, Google Coursera - May 2021
- The Bits And Bytes Of Computer Networking, Google Coursera - June 2021
- Operating Systems and You: Becoming A Power User, Google Coursera - June 2021
- System Administration and IT Infrastructure Service, Google Coursera - June 2021
- IT Security: Defense Against The Digital Dark Arts, Google Coursera - July 2021
- Google IT Support Certificate, Google Coursera - July 2021
Timeline
Tech Lounge Guru (Ford Motor Company)
Pomeroy Technologies
06.2024 - 03.2025
Service Desk Analyst (First Republic Bank)
TEKsystems
01.2023 - 05.2024
Enterprise Support Tech (META)
Synergy Services
01.2022 - 12.2022
High School Diploma -
San Mateo High School
Graduate Certificate - Information Technology
YearUp
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