Manuel Gonzalez C: 619-***-****

abl7an@r.postjobfree.com H: 619-***-****

Multilingual IT specialist with active secret clearance and demonstrated success in telecommunications, computer

hardware/software, network systems, LAN infrastructure, structured wiring, customer service, technical support.

Organized, detail-oriented, excellent communication skills. English-advanced. Spanish-advanced. Arabic-novice.

DEMONSTRATED SKILLS

* Microsoft Operating Systems including Windows 98, 2000, XP, Vista, 7, and 8.

* Microsoft Office applications (Word, Excel, PowerPoint, Access, Visio, Outlook)

* Familiar with Active Directory, Windows Server 2003/2008, MAC OS X, and Linux.

* PC, laptop, hardware, software, peripherals, network devices, and network infrastructure.

* Flexible and able to multitask, process requests quickly and accurately.

* Strong analytical skills, and ability to use good judgment effectively for planning, and accomplishing

new, or unfamiliar objectives.

* Ability to research, analyze and gather information to formulate effective recommendations for

actions on best practices to resolve issues. To creatively and effectively accomplish goals within

time-frames, available resources, and budget constraints. To effectively interpret, and act upon a

variety of instructions. To work under pressure, independently or as part of a team. To produce quick

and accurate results. To manage, coordinate, supervise and lead projects effectively from inception

to completion.

PROFESSIONAL EXPERIENCE

Information Systems Technician/Desktop Support (09/2003 - Present)

Mobil voluntary computer service, San Diego California

Respectfully, and patiently listen to end users inquiries to answer questions, and offer assistance on a

variety of IT related issues. Blend technical concepts with business and regular language depending on the

customer's knowledge and situation. Rely on established guidelines and instructions to assist end users in

resolving IT equipment related issues by fielding telephone, email communications, and on site visits to

perform daily IT job functions. Troubleshoot desktop/laptop related issues, PC hardware/software setup,

printer, scanner, fax setup, frozen screens, unresponsive applications, resetting passwords, internet

connectivity, email, data recovery, and other peripheral setup and support . Courteously inform customers of

the problems; if it is software, hardware or customer related error, and the process for the correction, repair,

or customer education to prevent repetition of issues. Assist over 200 users with regular PC

maintenance such as system backups, tune ups, malware, virus removals, network related issues,

network security assessment and advice. Built and configured 127 new computers to customized

specifications, performed 127 new (OS) operating system installations, 64 (OS) re-installations, 34

(OS) upgrades using standard business and administrative packages.

Computer Technician volunteer (11/2011 – 06/2012)

A.C.E.S Adaptive Computer Empowerment Services, Santee California

Tasks were focused in attention to detail, and consisted in performing diagnosis, upgrades, repairs, and

installation of hardware and peripherals including: hard drive, memory, video card, network card, CPU,

power supply, cooling fan, heat sink CD/DVD drive, mother board, monitor, mouse, keyboard, speakers,

camera, microphone, headphone, printer, fax, scanner and software including Microsoft OSs Windows XP

pro, Vista, 7, Microsoft Office, and third party specialized software for specific use for customers with

disabilities. Refurbished, and upgraded 122 used computers with functioning hardware, and

specialized software to donate to low income seniors with disabilities. Performed regular PC

maintenance such as system backups, tune ups, malware and virus removals to ensure computer

systems were free of issues, tested and ready to use.

Field Communications Technician Supervisor (05/2007 – 07/2008)

MC Communications Inc., El Cajon California

Supervised six teams, and up to seventy field communications technicians via telephone, electronically, or on

site. Answered technicians’ calls, and assisted them for: setup, Installation, diagnose, and repairs for video,

voice and data; including voice mail, and desktop/laptop, network related IT issues. Contacted other

technicians to request and allocate help, equipment, tools and or supplies for other technicians. Supervised

technicians remotely to ensure trouble calls were being completed within expected time frames, re-assigned

jobs to other available technicians to ensure on time appointment arrival, and customer satisfaction. Assisted

with first and second level Helpdesk support calls, and escalated and assigned trouble calls as required.

Scheduled second appointments with senior technician to ensure chronic problems were successfully fixed.

Resolved customer’s complaints regarding recurring problems, or damage caused by the technicians.

Followed up, and met with customers to collect additional information, and evidence on reported issues to

expedite resolution. Provided Helpdesk system maintenance to ensure accuracy of trouble tickets. Monitored

purchasing transactions to ensure timely delivery of ordered equipment, software, and services. Contacted

third party support services when appropriate to request update and expedite deliveries. Trained technicians

on safety, repair procedures, and customer service to minimize injuries, customer complaints, and to increase

successful repairs and customer satisfaction. Conducted monthly safety inspections on: vehicles,

vehicle’s documents, equipment, and uniforms to prevent technicians from having accidents, or on the

job injuries. Organized technician’s routes, and distributed fairly to respective technicians in areas

throughout San Diego County. By implementing and performing tool and vehicle inspections,

conducting special training and holding weekly safety meetings; the number of property damage

claims, employee on-the-job accidents, and injuries decreased by 60%.

Universal Communications Technician (04/2005 – 05/2007)

MC Communications Inc., El Cajon California

Completed 4608 aerial, and underground cable service connections, and disconnections. Performed 1,728

new in house full installations of all three services (video, voice and data) which included setups for cable

television, telephone, voice-mail, and internet. By following established standards to diagnose issues, and

implement the best solution to correct problems and perform repairs; performed 2,304 troubleshoots and

repairs, 832 (SOHO) small office home office network setups, and 1017 network troubleshoots and repairs.

Assisted customers assess their network security needs, and adviced them with recommendations

regarding basic instructions on video equipment, and computer training to prevent user related

errors. Fully wired 27 residences for video, voice and data with cables coax RG6, RG11, RG59, Cat3,

Cat 5e and Cat6 through the use of various types of cabling, tools, meters and supplies. Increased

customer base by acquiring 192 new customers, sold 1,152 new service products to upgrade

customers to the full range of Cox Cable products.

EDUCATION

Computer Network Administration Associate's of Science, Cuyamaca College, El Cajon, CA, 06/2014

Computer Support Technician Technical Certificate, Cuyamaca College, El Cajon, CA, 06/2013

Computer Network Systems Technical Certificate, Coleman University, San Diego, CA, 12/2011

Comp TIA NET+ Technical Certificates, Coleman University, San Diego, CA, 12/2011

Comp TIA SEC+ Technical Certificates, Coleman University, San Diego, CA, 11/2011

Comp TIA A+ Technical Certificate, Coleman University, San Diego, CA, 12/2010

Computer Information Systems Course, Advanced College of Technology, San Diego, CA, 09/2003

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