Steven Gonzalez

Experience

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  United States Air Force Security Forces

  Jun 1998 - Feb 2008

  Security Specialist

  Scheduler Jun 2003 – Jun 2004• Responsible for the coordination and execution of required training and medical appointments for 500 individuals• Utilized Microsoft Excel and Access to streamline dataSecurity Manager Jun 2004 – Sep 2005• Responsible for maintaining security clearances, safes and records.• Conducted personnel trainingCommander’s Executive/Project Manager Sep 2005 – Jul 2006• Responsible for project planning and oversight for Commander and his squadronDesk Sergeant and Area Supervisor Jul 2006 – Feb 2008• Responsible for project planning and oversight for Commander and his squadron Show less

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  Lockheed Martin

  Feb 2008 - Jun 2009

  Senior Computer Operator

  • Responsible for efficient operation of digital computers to process business specific needs• Monitored equipment and control panels for error indicators and acted quickly to resolve issues

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  USAA

  May 2010 - Nov 2011

  Member Relationship Specialist-Insurance

  • Provide excellent customer service by executing new insurance policies for members• Consistently met and exceeded department goals

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  Dahill

  Aug 2015 - Sept 2023

  MIT Support Tech Lead

  Provided Tier 2 assistance and support related to computer systems, hardware, and software to MIT customer and peers; administration and internal support of PCs, laptops, mobile devices, printers, servers, and other related equipment. Tasks include end user support,analyzing requirements, resolving problems, installing hardware or software solutions, license tracking, asset management, support andperform maintenance, and upgrades and configuration changes. Demonstrated sound independent judgment, based on best practices and commonly applied standards.- Coordinate, monitor and handle all service desk open incident tickets in Connect Wise in order to ensure issues are closed within the required Service Level Agreement, worked directly with vendors to trouble-shoot software and hardware issues if needed.-Serve as liaison between customers and external support staff to assure accurate problem interpretation. Maintain communication with customers during the problem resolution process-Tracked and provided on and off-site technical support for network devices to include Switches, Routers, and Firewalls-On boarded external customers through N-Able system to ensure Probe, Agent and Anti-Virus are installed. Take photos of customer’s network, obtain information pertaining to their network infrastructure and login access.-Worked with third party vendors such as Timeslips, QuickBooks, Fishbowl, Time Matters, Bleubeam, Sage, Revu and various accounting software.-Conducted firmware upgrades and setup VPN connections for users pertaining to Fortinet and Meraki Frewalls-Managed data backup and restoration systems utilizing Shadow Protect, Datto, and FileSync backup applications Show less

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  Xerox Business Solutions Southwest

  Jan 2019 - Aug 2021

  Manager Technology Support Services
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  Dahill Office Technology

  Apr 2019 - Sept 2023

  Service Desk Manager
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  Xerox

  Aug 2021 - Sept 2023

  Technical Helpdesk & Digital Remote Support Manager
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  APEX Smart Home Protection

  Sept 2023 - now

  General Manager