Ruben Gonzalez

Responsible for Support Delivery, Escalation Management, Team Performance, and Cross-functional Alignment of the Chile Support Team. Working in the intersection of Operational Efficiency (Case Management and Metrics, Quality Assurance) and Strategic Oversight (Team Forecast, Process Management, Stakeholder Alignment). Balancing AI-Driven Solutions with real Human Value.

In this position, I'm responsible for directly managing the Automation Support Team charged with providing technical guidance to the Automation Customers in PagerDuty.

Working as a Technical Support Specialist II providing support to the PagerDuty suite of solutions, for our world-class customers.

Multi Product Technical Support Specialist via Variacode

Senior Support Product Manager working directly with Business Stakeholders, Managers, Engineers, and Support Specialists to improve the Diagnostics, Troubleshooting, and Case Sentiment Predictions tools, in favor of improving the Support Engineer troubleshooting experience, increasing Customer Satisfaction, reducing Case Time Resolution, and enhancing Management Awareness on critical cases.

Working as a Customer Operations Engineer responsible of providing support to the Cloudera Customers in the use of the Suite of Products from the Cloudera and Hortonworks portfolio, for Big Data and Cloud Solutions. Product suites include Data Wharehouse, Analytics, Data Science, Operational DB and Machine Learning solutions for High-end Clients.

Level 2 Customer Support Architects are the technical wizards that use their technical expertise to resolve complex customer issues and improve the customer’s overall experience using a wide variety of tools to identify bugs, feature requests, and customization requests. The L2 agent is the person primarily responsible for delivering workable solutions to the customers and communicating with other

IT Onsite Engineer, assigned by Accenture to Huawei Chile, to provide local support to Networking & Servers platforms, Video-Conference devices and User's Desktops and Laptops and other Legacy devices, while ensuring compliance with Global Service Level Agreements and maintaining Key Performance Indicators. Perform as an assistant Focal Point for the Country IT Manager.

Coaching and Supervision of Technical Support Unit Staff (7). Supervise the end user functionality for 1000+ users in 3 locations. Printing Platform Management. Desktop & Laptop Platform Management. Videoconference Platform Support. Development and Monitoring of Staff Performance Indicators. Monitor Compliance with Service Level Agreements. Windows and Linux Advance Platform Support, including Win

Responsible for End User Support, Business Applications Support, Network Infrastructure Design and Support, Monitor Communications and Data Links, Manage Applications Portfolio. VoIP Telephony Management, as well as the conceptualization, design and implementation of the new data center of the Joint Venture Petrolera BieloVenezolana.

Infraestructure Servers Administrator responsible for Active Directory Administration (Windows Server Environment), Domain Policies Administration (Windows Server Environment), DHCP and DNS Server Administration (Windows Server Environment), Mail Server and IM Server Administration (MS Exchange), Microsoft Systems Management Server Administration, Servers Backup and Restore Service Administration

Responsible of the Applications Inventory Management, Installation and Support of Applications Suites and Mangement of Local Applications Servers, including UNIX and Windows Servers. License Management and Applications Contract Support. Also responsable of the Support of bussines oriented Applications as Field Engineering, Drilling Applications, Geophysics, PetroPhysics and Modelling Software.

Responsible of the Applications Inventory Management, Installation and Support of Applications Suites and Management of Local Applications Servers, including UNIX and Windows Servers. License Management and Applications Contract Support.

Responsible of customer acquisition and sales promotion for the company. Manager of pre and post-sales service and control product warranties. Inventory control. Responsible for product replenishment and management. Interaction with national and international suppliers.

Support to the Shell Venezuela Global Infrastructure Platform (GI Platform). The position included the User Support, Applications Installation and Support, and Local Infraestructure Management (LAN Administration, Telephone Central Administration). Also provided support for the Local Systems Backup Operations, and the direct collaboration with other solutions teams, both local and global.

Overall Band Score 8.0
CEFR Level C1

Issued Feb 2025 · Expires Feb 2028

Issued Jan 2025 · Expires Jan 2028

Issued Jun 2024

Issued Aug 2023

Issued Aug 2021 · Expired Aug 2024

Issued Sep 2015 · Expired Sep 2017

Specialized in management of research and development projects, while I studied technological learning and technology transfer in joint ventures in the oil sector in Zulia State, Venezuela.

Specialized in the analysis, design, development and implementation of software applications for the solution of complex problems as well as process optimization using a wide variety of programming languages and database platforms. Also prepared for the optimal administration of complex systems platforms, where business continuity is a must.