Asgard Gonzalez Email & Phone Number

New Plymouth, Nz

New Zealand

 The Technical Merchant Support team is in charge of providing specialized troubleshooting for situations that may have a larger impact on the platform as a whole, or in which our front-line support teams may require live assistance with more complex scenarios via multiple simultaneous live interactions (Slack/Google Meet). In-depth analysis & investigation, follow-up, resolution and detailed response for all kinds of issues reported to Shopify’s SaaS eCommerce platform through advanced troubleshooting techniques and specific tools such as event logs (Splunk, POS, GraphQL), advanced SQL based queries, Chrome Developer Tools, direct contact with developers and other teams via version control tools, project management tools and asynchronous collaboration environments (Github, Asna, Miro, Jamboard, Zendesk, Guru etc…). Familiarity with front-end technologies (HTML, Liquid, CSS, JS), understanding of RESTful APIs and JSON/XML, HTTP protocols and DNS (Domain management & reseller interfaces). Collaboration in several projects contributing to improve our support craft, specializing in Quality Assurance and Knowledge Management techniques (Knowledge-Centered Service / KCS). In charge of conducting the onboarding process for new-hires and extending continuous coaching and mentoring of our teams. The role of Technical Merchant Support Specialist requires to always adhering to the highest standards of Quality Assurance while closely observing to apply and follow Shopify’s Policies and Values in every merchant interaction, ticket resolution and procedure to be followed. Familiar with the extent an application of policies such as Terms of Service, Acceptable Use, Data Processing, Privacy, Payments ToS, Partner Agreements, DMCA, GDPR, API License, and PCI Compliance.

Auckland, New Zealand

 TheCustomer Success Representative / Support Advisor empowers a diverse range of entrepreneurs around the world through simultaneous live chats, phone calls, and emails. First line of technical support to all services offered by the Shopify platform, including (but not limited to): Store design, product maintenance, order management, store customer management, store analytics and reporting information, discounts, gift cards, payment providers and 3rd party payment gateways (such as PayPal), checkout and shipping settings, taxes, inventory and multiple store locations management, customer and merchant custom notifications, File management from the platform CMS, account and billing management, local and 3rd party Domains, DNS support and configuration, product database maintenance via CSV import/export processes, Point of Sale Hardware and software support(iOS/Android). Consulting through advanced Analytics and Reporting tools, focused on providing the merchant Online Marketing Strategies tailored to their specific type of business with support and integration for a variety of Sales Channels such as Google, Facebook, Instagram, Amazon, Ebay, Pinterest, Wanelo, Houzz, and others. (Limited) extended support to additional external services which provide deep customization of the store interface through the integration of external code generated by Apps from 3rd party developers that provide a whole range of custom additional features such as 3rd party store product integration (drop shipping and similar services), live calculated shipping rates, design, marketing, order and shipping management, external mailing and customer database services, inventory management, customer support, additional security, finances, productivity, reporting… amongst many others.

Auckland, New Zealand

 Operations support on the IT Helpdesk. Logging and managing calls through the IT Service Desk system. Active Directory / Exchange support and maintenance (users, groups, mailboxes, distribution groups etc). Support of users Nationwide in all branches through problems with software or equipment - PCs/Laptops/Thin clients, printer and other devices as appropriate.- Desktop apps, including Windows, MS Office, MS Outlook. Remote Desktop and Citrix Environments- Network access and printing from Windows and Unix.- Smart devices such as iPad/iPhone and Samsung devices. Providing 1st and 2nd level support for all Bidfood’s business and IT applications, including but not limited to: - NZ ERP system (Daily maintenance, processing of branch requests, pricing data import, data reports, maintenance of user accounts, system parameters, qualities and attributes, general consulting) - Support of Mobile Devices (Configuration, Remote Management, Email setup, SSRS sales reporting)- Support of additional systems such as: On-Road Mobile Sales system, BI tool.- Ecommerce site.- ShorteTel phone systems. Supporting and contributing to technology projects. Other areas of direct support: Remote Desktop support, Citrix Environments, Network Printing Management, Network Hardware and Connectivity, Two Factor Authentication software and hardware (Yubikey), Mobile Device Management, Proxy configuration, FTP, Email security and SPAM detection, Monitoring Systems, After Hours Remote Support.

58-60 Queen Street, Auckland, Nz, 1010

-Night Manager-Daily Financial Balancing-System Backups and financial systems day roll procedures-Creation of daily reports and statistical documentation-Assistance with Check In / Check Out processes, and reservations for guests.-General managing of any issues related to the property or guests during the night shift.- While working at Grand Windsor, I have Improved the Night Audit Procedures and their documentation, Improved several spread sheets and Excel databases, Created an Excel workbook which provided all basic hotel functions for registering guests (check in/check out) payments, and room availability, which was used during the transition period while the Company acquired a new property, Implemented software to register and automate wake up calls.

Entry Position: Guest Services Officer (Dec 2005 – 2007)Promotions: Assistant System Manager 3 (2007) Assistant System Manager 2B Assistant System Manager 2A Assistant System Manager 1 I.T. Officer (IT Team Lead)Ships: Mariner of the Seas, Liberty of the Seas, Freedom of the Seas, Explorer of the Seas, Jewel of the Seas, Brilliance of the Seas, Vision of the Seas.Role: General support for all technical issues experienced onboard the ship.Everyday ship-related procedures for preventive and corrective maintenance.Troubleshooting, rebuilding and upgrading of workstations, servers, backup operations, deployments, network and hardware support, all in a complex business environment with more than 80 different servers (Virtual. Physical, Windows/Linux), 700+ workstations (Windows, MAC, Mobile Devices, POS, Interactive Systems) and hundreds of applications, all in a single ship which is on its own networked to a fleet of 24 other ships plus Shoreside Offices in different countries, actively working with International teams, clients and vendors under specific Service Level Agreements, and within ITIL compliant Service Desk ticket systems (BMC Remedy Service, Lotus Notes, iSupport) and Sarbanes–Oxley standardsWindows Environments (XP, Vista, 7, 8, 10, NT, Server) Active Directory, VMware environments, VPN, Physical and Virtual Backup and recovery, Linux environments, Biztalk Server, Digiport, CA Remote administration software, Altiris System administration, CCTV Environments DVR NVR, Point of Sale systems (Micros, Infogenesis), Ving Vision systems, KVM, Lotus Notes, Interactive TV, Virtual and Physical Servers, Wired and wireless network technologies, Satellite Communications,Shipboard applications (Encore, APASS, Casino Environments, Server hosted web applications, Arcade Administration, Inventory control programs such as Crunchtime)

Deep understanding of Guest Satisfaction, in order to proactively predict the guest needs tothe highest standards, being Ritz Carlton the Hotel of choice for many celebrities, fromSingers and Movie stars, to Arabian Royalty.Cross Trained in Financial Systems and Information with option to reside in Grand Cayman,but had to leave the Company due to Hurricane Wilma badly hitting the area damaging theHotel structure. This forced most of the staff to be asked to stand by for a few months whilerepairs were made.

Responsible for accountability of all incoming deliveries and warehouse shipping, Reports, Inventory Control, Databases, Procedure improvement,New procedure developing for new product accountability and implementation.Warehouse staff management, Invoicing and Logistic control, Developing of processes for new products and production capacity upgrading.Technical Support of Computer Equipment and Networking.

Network AdministratorTechnical SupportSales, repairs and upgrading of PC’s and computer accessories.Graphic Design Publicity prints, and Brand Developing and Marketing designSerigraphyDigital and Vinyl Labeling Plotting, Blueprints, and Large format printingPersonal specialized classes. Teaching of computer basics and software (Introduction to computers, Windows, Internet, Word, Excel, Power Point, Graphic edition)Personal English Language classes.

Front Desk and Guest attention.Check In, Check out, management of bills and services, sales terminalsExecutive Center.Technical support and specialized help to the guest concerning services suchas capture, faxing, internet, copy center, scanning, and general Informationservices (money exchange rates, translation, printing, and computer relatedtechnical issues.)

D. Information Technologies - Level 7, Computer And Information Sciences And Support Services, A+ / Valedictorian Honors

 Helpdesk and User Support  Intro to Structure Language and Programming  Designing and Implementing Networks  Managing Network.

Certifications: A+ / Network+

Bachelor Degree, Computer Sciences

Activities and Societies: Part of workshops and clubs such as: Computer and technology, Theater, Music, Paint and Sculpture.Associates.

General Knowledge And Professional Expertise, Shipboard Systems, Helpdesk Support, Vendor Support, Tourism And Services Industries

Good experience with software, hardware and technology in general. Able to troubleshoot most encountered issues requiring little to no.

Information Technologies Technician, Computer And Information Sciences Networking And Support Services, Information Technologies Technician

Universidad Nacional Autónoma de México Course: Advanced English Course: Computer Preventive and Corrective Services Course: Introduction.