Jason Gonzalez

Imaged Dell laptops and Macbooks for new hires and contractors using PXE boot and managed hardware assets in ServiceNow and Eagle Eye. Provided Level 1/2 helpdesk support, including conference room AV troubleshooting, and maintained 90% SLA satisfaction.

Imaged Lenovo and Macbooks for new hires and contractors using USB bootables and tracked assets in ServiceNow. Supported classroom and Zoom room AV issues, managed ticket queues, and delivered white-glove service for VIPs.

Imaged Lenovo laptops and Macbooks for new hires and interns using USB bootables and tracked assets in AssetTiger. Created and managed user access in Active Directory using group policy, handled Freshdesk ticket queues, and provided white-glove AV and logistics support including Zoom room assistance.

Imaged Windows 10 Lenovo desktops and laptops using Smart Imager and assisted new hires with MFA setup. Troubleshot LAN/WAN network issues, Outlook 365/Exchange configuration, and supported iOS and macOS connectivity including VPN, wireless, printers, VMware, and Jamf; also troubleshot Avecto security issues.

Imaged Windows 10 Lenovo and Dell desktops/laptops from standard Microsoft sources and enrolled Mac systems using Workspace ONE after imaging via Apple OS/recovery console. Supported new hires with two-way factor authentication (Okta), troubleshot network and Outlook 365/Exchange issues, and configured/maintained mobile devices including iOS, Android, and Surface Books.

Built a hardware crash cart process for quarter-end C-level support and deployed 15+ new hire requests weekly to enable day-one productivity. Managed global vending machines with daily/weekly/monthly reporting, restocked three local machines daily, and supported desktop setup and imaging using Smart Imager.

Operationalized termination-system tracking by building an Excel database and workflow to record terminated employees’ devices and ownership. Supported ServiceNow ticketing users, closed 30+ tickets weekly, imaged 20+ systems for new hires biweekly, updated fixed asset tracking, and coordinated Dell warranty servicing.

Maintained daily inventory availability for 25+ Windows and Mac assets and deployed 15+ new hire setups weekly by confirming displays and systems. Managed daily HelpNow+ tickets, decommissioned 25+ desktops, completed 358 A/V sweeps monthly, and supported Zoom/conference-room hardware; achieved 98% user satisfaction.

Activities and societies: Coursework included Business Writing 101, Intro to Computers/Applications, Advanced Excel, Intro to Business and Career Development, and IT Desk Support.

Completed an intensive career and professional development program and coursework including Business Writing 101, Intro to Computers/Applications, Advanced Excel, and IT Desk Support.