VICTOR GONZALEZ
Bronx,NY
Summary
Dedicated and customer-focused professional with over 5 years of experience in IT support and customer service. Adept at troubleshooting technical issues, providing exceptional client service, and working in fast-paced environments. Proven ability to handle high-volume inquiries, resolve issues efficiently, and ensure customer satisfaction. Skilled in multi-tasking, problem-solving, and utilizing various software tools to manage support cases. Strong background in technical troubleshooting, communication, and teamwork.
Overview
6
6
years of professional experience
Work History
Service Desk Specialist
Nixon Peabody LLP
02.2024 - 11.2024
- Delivered exceptional customer service by providing technical support to attorneys and staff across multiple office locations
- Resolved customer inquiries via phone, email, and chat in a fast-paced environment
- Provided end-to-end customer solutions, ensuring client satisfaction and first-call resolution
- Managed and documented IT support cases using BMC Footprints ticketing system
- Assisted customers with troubleshooting hardware, software, network, and mobile device issues
- Maintained professionalism, accuracy, and efficiency while handling high-priority cases
IT Specialist
Dwight School
06.2022 - 02.2024
- Provided IT support to faculty and students through a structured ticketing system
- Resolved inquiries related to Apple device management, software installation, and network troubleshooting
- Managed inventory and ensured smooth operation of school IT infrastructure
- Delivered customer-focused solutions with an emphasis on efficiency and user satisfaction
Sales & Customer Support Technician
Vitico & Son LLC
08.2018 - 08.2020
- Assisted customers in purchasing and troubleshooting electronic devices, ensuring a positive service experience
- Installed and configured operating systems and software for clients both remotely and in-person
- Provided tailored recommendations based on customer needs, showcasing strong upselling and cross-selling skills
Education
2 Years - Computer Science
SUNY Potsdam
Potsdam, New YorkHigh School Diploma - Computer Science
Academy For Language And Technology
07.2018
Skills
- Customer Service
- Communication
- Call handling
- Inbound support
- Active listening
- Problem-solving
- Conflict resolution
- Customer engagement
- Attention to detail
- Multi-tasking
- Microsoft Office Suite
- CRM Systems
- IT Ticketing Systems
- Remote troubleshooting
- Network protocols
- Security protocols
- Mobile device support
- Adherence to policies
- Handling sensitive information
- Meeting performance KPIs
- Customer satisfaction targets
- Escalation management
- Security awareness
Languages
English
Spanish
Key Skills
Call handling & inbound support, Active listening and problem-solving, Conflict resolution & customer engagement, Cross-selling & upselling services, High attention to detail & multi-tasking, Microsoft Office Suite (Word, Excel, Outlook), CRM & IT Ticketing Systems (BMC Footprints, Freshdesk), Remote troubleshooting tools (TeamViewer, AnyDesk), Network & security protocols, Mobile device support (iOS, Android), Adherence to company policies and procedures, Handling sensitive and confidential information, Meeting performance KPIs and customer satisfaction targets
Timeline
Service Desk Specialist
Nixon Peabody LLP
02.2024 - 11.2024
IT Specialist
Dwight School
06.2022 - 02.2024
Sales & Customer Support Technician
Vitico & Son LLC
08.2018 - 08.2020
High School Diploma - Computer Science
Academy For Language And Technology
2 Years - Computer Science
SUNY Potsdam
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