Alejandro Gonzalez

Managed IT Engineer

• Work under limited supervision, both independently and in a team setting on projects, such as server migration/upgrade, update of essential applications, and on client’s issues while providing excellent customer service and ensuring full problem resolution. Work with over 100 clients in Utah and Southern Nevada, as well with team members from four company branches.
• Monitor and troubleshoot servers and desktops, using Continuum RMM software which allows to perform many back-end tasks remotely without interrupting user’s workday.
• Management of Azure AD, on-prem AD, Group Policies, DHCP, DNS, file and storage, and printer servers (Windows Server 2012, 2016 and 2019). Setup and management of VMware ESXi: Install guest OS and configure accordantly to client needs. Monitor performance and storage to ensure optimal availability of clients’ systems.
• Make data backups with cloud-based Datto file protection. Recover data from machines that are malfunctioning and need to be replaced.
• Participate in on-call shift rotation and provide 24/7 support to several clients.
• Analyze and troubleshoot escalated tickets from Tier I and II.
• Troubleshoot firewalls (Sophos, Sonicwall, PFSense), switches (HP, Ubiquity), routers, APs. Ensure network integrity and availability. Troubleshoot VPN related issues.
• Perform Office 365 administration tasks such as license provision, user account management, set up of distribution lists. Manage Exchange and Sharepoint. Also work with Office 365 third party providers such as Rackspace and GoDaddy. Manage client domains on GoDaddy.
• Monitor networks and systems for viruses and any other cyber security threat using Webroot Secure Anywhere. Respond to threats detected by Webroot client by quarantining and blocking affected programs and/or machines.
• Document work performed on ticketing system Autotask. Maintain KB on ITGlue. Create and maintain accurate documentation on client's software, special procedures, and setup processes.

Help Desk Engineer | Las Vegas

• Provide technical support for Windows machines to over 80 end-users either in person, via phone, or remotely using RDP or SCCM. This includes phone, printer, and software issues. Documented and followed up on issues using Connect IT. I also provide technical training to users.
• Upgraded 70 computer RAMs from 8GB to 16 GB.
• Deploy updates, software, and OS images via SCCM. Manage user accounts on Activate Directory.
• Perform Office 365 administrative tasks, such as granting licenses, creating distribution lists, and granting access to web apps.
• Developed a PowerShell script that would restart all or selected computers every Friday or when necessary to improve performance.
• Along with my manager, setup over 60 computers in less than five days for work from home due to COVID-19. This involved installing and configuring VPN, necessary work apps, soft-phone and IT security software, while at the same time tracking inventory and providing remote support to employees and managers.

Bachelor of Arts in Computer Science

AWS Certified Cloud Practioner