Customer Service Support
Resume:
Gregory F. Gonzales
**** ******** *******, *** *** #187
Houston, TX 77077
********@*****.***
www.linkedin.com/pub/gregory-gonzales/1b/763/1b3/
Summary
An individual who is enthusiastic, efficient, dependable, professional in appearance and manner; with technical
training and a level of experience. Experienced in troubleshooting in a number of different environments including
Trade floors, Medical, and Oil and Gas.
Skills
Hardware Software
Installation/Upgrade Windows XP-8 (Including Migration)
Configuration Server 2003 &2008
Repair Citrix XenCenter 5.6
Diagnostics Unitrends
HP Procurve 5400 Mckesson (Paragon, HPF, Practice Partners,
Cisco 2900 and 3700 EC2000)
Visio
Experience
L2 systems support November 2013-February 2014
Robert Half
• L2 Systems/Desktop support for Mattress Firm
• Provided support to the Mattress firm stores (Nationwide) and to the corporate office in Houston, TX.
• This included Network support on Fortinet routers. In some cases this meant checking the Fortinet web
content filter, checking the VPN tunnel to the corp site, or configuring a replacement router with the
current router’s config.
• Cisco VPN client support
Systems Administrator
Wild Prairie Computers December 2009– July 2013
• Systems Administrator for Renville County Hospital & Clinics.
• Performed the day to day functions of a Systems Admin. This includes Creating accounts, (AD, Email,
and EMR security) maintaining backups using Unitrends, maintaining security, managing the network
infrastructure, and maintaining and performing Server update this includes SQL updates for the EMR
(SQL2005 and 2008).
• Rolled out a new EMR (Electronic Medical Record) this consisted of McKesson Products.
• Cisco VPN client support & Citrix Gateway.
• Updated the Network infrastructure, and setup Wi-Fi for the hospital and clinics.
• Installed Citrix XenCenter, SunRay systems (Thin Clients) with this technology.
• During the process of setting up the Citrix environment; setup a Secure Gateway, which allows the
customer to access Hospital apps using a web base portal using Phonefactor as the pass through
authentication.
• Manually migrated over user over from XP to Windows 7 and 8.
IT Customer service
Sava Senior Care - July 2005 – Dec 2009
• Full-time employee working for Sava Senior Care.
• Provided phone support for the nursing staff on Windows XP PCs.
• Last line of defense for all the facilities in the US.
• Used remote tools to access their PCs and troubleshoot issues.
• SavaSC is a Novell shop using Lotus notes 7.0 as their email application.
• Troubleshoot issues like SSLVPN, Office XP, and clinical applications such as Webcare and in house
apps.
• Handled other responsibilities such as creating Novell and Active Directory accounts, and this also
included editing the accounts.
• Create & update the articles for the Knowledge base.
• Supply customers with access to packaged applications from Zenworks which is Novell based security
setup.
Schlumberger Network Solutions - May 2002 - July 2005
• UTMB, (University of Texas Medical Branch) Seton, and Schlumberger Helpdesk projects.
• Supported doctors, nursing staff, and oil and gas consultants: troubleshooting issues from Office97-2003
and Windows95-XP.
• Remote access issues such as dialup, broadband, and VPN connections.
• Responsibilities include: password resets in mainframe, Active Directory, Novell, and other clinical
apps.
• Utilized Remedy as the helpdesk tracking system
Enron - September 2001 to November 2001
• Worked at Enron in the Resolution Center
• Supporting all users globally including the trade floor in a Win 2000 and Office 2000 environment, and
other products including Lotus Notes (4.5-5.0).
• Troubleshoot in Remote Access solutions and products including VPN, AT&T Global Dialer, and
broadband connections.
• Used tools like Netops and PC Anywhere for supporting users in house and nationwide.
Conoco – April 2001 to September 2001
• Supported users on a Windows NT & 2000 environment using Office 97 & 2000 applications.
• Troubleshoot Microsoft Outlook (97-2000)
• Supported Lotus Notes (4.5-5.0) for CSC employees and contractors.
• Provided hands-on support and remote for both CSC and Conoco employees in a trade floor
environment
ExxonMobil - November 2000 to April 2001
• Working on contract at ExxonMobil with the rollout team.
• Responsibilities include training and moving users from Windows 95 to Windows NT.
• Moved users over to Lotus Notes 5.0 from Outlook.
• Provide end user support after rolling out users.
Computer Approach – August 2000 to November 2000
• Provide support at a user/server level at number of different law firms in the Houston area.
• Troubleshoot application: such as Office97 & 2000, Coral products, Lotus Notes, and a number of others.
Litton Loans Servicing – September 1999 to August 2000
• Phone support and desktop support on a Windows environment, and on an Exchange e-mail system.
• In charge of the helpdesk software and incorporating it into the environment
• In charge of maintaining users in a remote site (Pasadena) supporting their server and network connect
to the Houston base area, which was on an ISDN router.
• Administrative responsibilities such as creating NT accounts, email accounts, and maintaining some
servers.
Phillips Petroleum - July 1999 to September 1999
• Troubleshoot the issues over the phone before visiting user at his desk.
• Provided desktop support on a Novell environment, and Lotus Notes e-mail system.
Xerox Connect - August 1998 to July 1999
LAN/Desktop Support Associate
• Continental Airlines - Member of consolidation project team that was responsible for the rollout,
relocating, reconfiguring, and trouble shooting 4,000 PC’s for Continental Airlines.
• Consisted of various tasks that included adding Microsoft Office, converting media access type from
Token Ring to Ethernet, ensuring proper connection to the network, and appropriate client software. After
the reconfiguration, provided technical support to ensure end user productivity.
• Equistar - Member of a project team responsible for 3rd level support, which provides support on
Microsoft Office, Microsoft Outlook and a number of other software packages on Gateway computers.
Teksystems – July 1997 to August 1998 – Houston, TX
Various assignments with companies in the Houston area including:
• Anderson Consulting – Responsible for trouble shooting problems in helpdesk and support environments
on desktops and laptops which at would incorporate image software.
• IBM – Responsible for installing servers and printers at various sites in the Houston area, ensuring proper
connectivity to the network.
• XLConnect – Worked at Pennzoil installing PC converting media access from Token Ring to Ethernet.
• Compaq – Worked on prototype test department, which would include running diagnostics on drives, hot
swappable bays and servers
Edit Delete
Education: 7/96 - 3/97
Computer Learning Center- Network Engineering and Management
References
• Nathan G. Blad: RCHospital & Clinics CEO
Desk: 320-***-****
• Mark Barton: RCHospital & Clinics CIO
Cell: 320-***-****
• Mark Davidson: SaveSC Manager
Cell: 713-***-****
• Chris McGough: SavaSC Supervisor
Cell Number: 281-***-****
• Jose Aguilar: Schlumberger Supervisor
Cell Number: 832-***-****
Contact this candidate