SUZANNA GONZALEZ
San Diego
Summary
I'm a Technical Support Engineer Analyst with 10+ years of experience providing advanced troubleshooting, network management, and software support in fast-paced, regulated environments. Proven ability to diagnose complex system issues, mentor teams, and deliver high-quality service to enterprise customers. I have deep technical skills, excellent customer service abilities, and meticulous documentation practices in an FDA-regulated environment. Strong background in Windows systems, SQL databases, TCP/IP networking, and medical device support. Fluent in Spanish and skilled in cross-functional collaboration with stakeholders across IT, engineering, and healthcare.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Support Analyst / Integration Engineering Manager
Baxter Healthcare
San Diego, CA
06.2022 - Current
- Provide escalated technical support to internal teams and external clients including installation support, maintenance and repair on hardware and software.
- Diagnose and resolve complex hardware, software, or connectivity issues.
- Configure firewalls and establish network connectivity using analyzers, packet capture, and routing diagnostics.
- Manage team travel budgets, hiring, and training to ensure compliance with HIPAA and organizational standards.
- Collaborate with cross-functional teams to integrate complex network solutions for healthcare clients.
- I lead the resolution of complex and challenging technical issues and projects requiring in-depth evaluation across multiple areas of Application, Integration and delivering solutions that are require creativity, innovation, advanced analytical thinking
Technical Support Supervisor (Bilingual/ Spanish)
Dexcom Inc.
San Diego, CA
07.2016 - 04.2022
- Led a bilingual support team providing assistance for Windows, Microsoft 365, networking, and proprietary medical devices in a high-volume call center.
- Managed support ticket queues, trained staff, and ensured adherence to performance metrics and quality standards.
- Supported Microsoft Exchange, SharePoint, Teams, and OneDrive, including software upgrades and user account management.
- Troubleshot customer network issues, replicated problems in test environments, and documented solutions to improve knowledge bases.
- Supported/ troubleshot mobile apps, desktops/laptops, and Dexcom medical devices.
Technical Support Specialist II (Bilingual Spanish)
Solar Turbines
12.2013 - 03.2015
- Delivered phone, email, and chat support for internal/external users requiring bilingual assistance.
- Installed, configured, and maintained network systems, adapting quickly to changing requirements and user demands.
- Deployed security updates and service packs for Windows servers, ensuring compliance and system stability.
Education
Bachelor of Science - Information Systems & Cyber Security
ITT Technical Institute
San Diego, CA06.2015
Associate of Science - Computer Networking Systems
ITT Technical Institute
San Diego, CA03.2013
Skills
- Advanced Troubleshooting & Root Cause Analysis, Windows Server & Workstation Environments, SQL Database Queries & Administration, TCP/IP Networking, Firewalls, SSL, LDAP, DMZ,
- DoseEdge
- Remote Support & Technical Escalation, Medical Device & Regulated Environments, Ticket Queue & Service Delivery
- Management, Team Leadership & Training, Network Analyzers, WAN Tools, Packet Capture, Bilingual Client Support (English/Spanish)
- Systems: Windows 9x–10, Linux, Microsoft 365, ADDS
- Networking: Cisco/Juniper routers/switches, Subnetting, VPN, VLAN, Firewalls, DNS/WINS/DHCP
- Databases: SQL Server 2008–2012 (queries, troubleshooting)
- Security: Wireshark, Nessus, Zenmap, NetWitness, FTP, STIG compliance
- Tools: WAN test equipment, Network analyzers, Remote diagnostics
- Hardware: Apple products, VOIP, WAN, DSL, cable, printers, switches
Certification
- CompTIA A+
- CompTIA Network+
- Network Cabling (CAT5, Coaxial)
- Security & Vulnerability Compliance Training
Languages
Bilingual: English & Spanish
Timeline
Technical Support Analyst / Integration Engineering Manager
Baxter Healthcare
06.2022 - Current
Technical Support Supervisor (Bilingual/ Spanish)
Dexcom Inc.
07.2016 - 04.2022
Technical Support Specialist II (Bilingual Spanish)
Solar Turbines
12.2013 - 03.2015
Bachelor of Science - Information Systems & Cyber Security
ITT Technical Institute
Associate of Science - Computer Networking Systems
ITT Technical Institute