Support Software
Resume:
Immanuel Gonzales
Technology Support Specialist
Contact
Address
Houston, TX, 77084
Phone
*******************@*****.***
Skills
Citrix
Windows 7, 8, 10
Troubleshooting
UNIX
Escalation Procedures
LAN WAN
Automation
Documentation Review
Application Layer
Software
SQL
Excel
Outlook
Adobe Acrobat Pro
Results-oriented IT professional with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise. Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development and inventory coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning competencies.
Work History
2016-08 - Current
Technology Support Specialist
BDS Marketing, Houston, TX
Devised solutions to operations issues related to PC and Windows Software, working closely via phone, email, live chat and web teleconference.
Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Submitted service tickets for equipment maintenance requests.
Patched software and installed new versions to eliminate security problems and protect data.
Produced status reports for customers and senior management.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
2015-02 - 2016-08
Technology Support Specialist
MarketSource, Pearland, TX
Trained and supported end-users with software, hardware and network standards and use processes.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Retained existing clients and developed 25 new accounts by extending high quality and efficient support service.
Activated accounts for clients interested in new services.
2014-08 - 2015-02
Computer Specialist
ActionLink LLC, Houston, TX
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Supported and maintained user account information, including rights, security and systems groups.
Coordinated and managed internal projects and assignments to deliver seamless rollout.
Customized, developed and managed individualized deployments to assist utilization.
2005-08 - 2014-07
Sr Records Coordinator
Snell & Wilmer LLP, Costa Mesa, CA
Updated training processes by reviewing existing documentation, leveraging feedback from associates, and working with legal and compliance teams.
Forecasted expected personnel demands and developed forward-thinking approaches to achieve objectives.
Oversaw filing of legal documents.
Researched laws, regulations and related legal articles to support cases and assist the legal team.
Drafted letters and prepared legal correspondence for attorneys and legal assistants.
Education
2016-09 - Current
Bachelor of Science: Management Information Systems & Business Analytic
Colorado State University - Global - Aurora, CO
2014-11 - 2016-05
Associate of Science: Information Technology - Software Development
ITT Technical Institute - Webster, TX
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