IT Support Engineer

Luis Gonzalez

Information Technology Leader

Creative problem solver. Clear and effective communicator. Compelling leader. **************@*****.*** 929-***-**** Guttenberg, NJ WORK EXPERIENCE

Hardware Implementation Specialist

RideCo

11/2025 - Present - New York City, NY

Achievements and Tasks

Technical Support Engineer

Pretium Enterprise Services

06/2022 - 06/2025 - New York City, NY

Achievements and Tasks

IT Team Lead

Shipco Transport Inc

12/2017 - 04/2022 - Hoboken, NJ

Achievements and Tasks

SKILLS

EDUCATION

Data Science Certification

Rutgers University

04/2019 - 08/2019 - Jersey City, NJ

Courses

• Data Science

• Data Visualization

• Machine Learning

• Python

Bachelor of Science in Business

Administration

Rider University

09/2012 - 08/2016 - Lawrenceville, NJ

Courses

• Major: Computer Information Systems

• Minor: Psychology

Languages

English Spanish

Native Proficiency Professional Working Proficiency

• Hardwire, install, and cable manage dashboard tablets into paratransit vehicles for public transit agencies within the US

• Manage devices using ScaleFusion MDM and Zello VoIP software

• Organize and respond to client support requests via ZenDesk

• Coordinate project installation tasks within Jira

• Intake, assemble, organize, and track inventory

• Assemble reports, timelines, and installation plans

• Create training materials for internal and client use

• Maintain and enforce client contract policies and service level agreements

• Conduct Level 1, Level 2, and Level 3 support to over 400 global users

• Used FreshDesk ticketing system to manage and delegate workload, completing 96% of monthly assigned tickets

• Provided white glove service to Senior and Executive clients.

• On-site and remote troubleshooting for hardware, software, and mobile devices.

• Achieved 98% Client Satisfaction Rating.

• Administered server and client hardware and software maintenance

(Upgrades, patching, backups)

• Assist with onboarding: Procurement, user account creation, set user permissions, conduct onboarding interview.

• Setup end user workstations and assisted in infrastructure setup at new office locations.

• Responsible for testing and debugging new hardware, software, and patches.

• Managed conference rooms and AV systems and provided on- site services for executive level meetings.

• Administered Level 1 and Level 2 support for executive clients and over 700 users across North America.

• Utilized ticketing system to keep track of tasks and projects.

• Created SOPs and develop guides for internal processes.

• Oversaw IT procurement and manage vendor relations.

• Managed Junior Technician Team (Assign tickets, scheduling).

• Traveled to new office locations to setup infrastructure and client devices.

• Educated end users on Office 365 features and tools.

• Point of contact for warehouse logistics app support. Hardware: Maintenance, Upgrades, Installations, Troubleshooting Software: Installation, Imaging, Bug testing

SaaS

Networking: DNS, TCP/IP, VPN Configuration, VoIP

Microsoft Suite: Excel, Word, PowerPoint, Outlook, Teams Administration: Google Suite, Office 365 Admin, Active Directory Powershell

Coding: Python, HTML, SQL, CSS, VBA, R, Javascript Data Analytics, Data Visualization, Tableau, SPSS

Analytical Problem Solving Active Listening

Strong Communication Teamwork

MDM: Cisco Meraki, Microsoft Intune, Scalefusion

Help Desk: ServiceNow, FreshService, ZenDesk

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