Luis Andres Gonzalez Email & Phone Number

Falls Church, Va, Us

Station at Naval Medical Center San Diego- Led, managed, and executed switch firmware code upgrades for a hospital and 13 surrounding clinics.Upgraded over 500 switches to the latest firmware, ensuring minimal to no impact on critical areas.- Collaborated closely with clinical staff to coordinate restarts of their networks, providing hourly status updates on the progress and completion of the firmware upgrade.- Created a comprehensive process and documentation for the firmware code upgrade, involving other team members and completing the upgrade ahead of schedule.- Provided expert troubleshooting and resolution for various network outages, including incidents such as medical network outages, clinic outages, and dental clinic outages.- Conducted root cause analysis for each outage, collaborating with relevant teams and stakeholders to implement timely solutions.- Traveled to onsite locations as needed, including early morning visits, to ensure full restoration of network connectivity and functionality.- Collaborated with Lab IT POC to facilitate the replacement of all Lab servers in network closets and surrounding clinics, ensuring seamless integration and connectivity with lab devices.- Maintained up-to-date network inventory, retrieving missing items and ensuring accuracy across all 13 clinics.- Worked closely with Cyber Security to provide accurate information for full Authorization to Operate (ATO), including detailed network drawings, written statements, and hardware updates.- Actively participated in DHA Network Maintenance activities, providing clear summaries and after-hours support to minimize impact on network infrastructure.- Played a key role in training and mentoring new contractors within the department, imparting knowledge and skills necessary for performing network tasks effectively.- Provided daily support to the micro repair team, collaborating on network connectivity issues and ensuring operational efficiency.

Herndon, Virginia, Us

Station at Naval Medical Center San Diego- Maintain and troubleshoot over 700+ layer 2 network devices, while maintaining a 99% network uptime- Design and update network diagrams for the main hospital and the 11 remote clinics, providing updates on a 3-month basis with the latest changes to keep our authorization to operate from cybersecurity- Resolve 20 tickets monthly through the ServiceNow platform, from VLAN changes to tier 2 escalations. Resulting in creating 10 monthly technical SOP documents to mitigate future escalations- Provide on-call network support for all servers and printers. Resulting in the migration of over 300+ servers, and site-wide printer migration- Configure and deploy new network devices in new network closet constructions, and installing new drops. Resulting in adding 3 new closets and 6 new departments in the hospital- Monitor all code upgrades on network devices analyzing all affected areas, providing status updates of the network devices to upper management

Station at Naval Medical Center San Diego- Analyze 300 + servers in the data center for security loopholes, and implement security patches and fixes to address all server security vulnerabilities- Maintain all backups for the 300+ servers in the hospital, and implement appropriate processes for data protection, disaster recovery, and failover procedures- Troubleshoot and resolve 20+ weekly escalations in the Remedy ticketing system. Provide a resolution to level 2 support, or escalate and communicate the resolution through the proper channels- Lead cross-functional teams, to migrate 100+ servers weekly to a different network/domain, and implement windows updates - Work with cross-functional teams to migrate 10,000 workstations to windows 1909 update, and update Active Directory to remove all devices that were taken off the network- Implement and lead a team in the migration of all clinical devices in the hospital network of San Diego, work with network engineers to make sure all clinical devices had network connectivity- Configure all new/existing users and computer accounts in Active Directory providing the correct level of access and appropriate security group membership- Create and update technical documentation to transfer knowledge to level 2 support, and server administrators to resolve technical issues, and follow processes in order for systems to work as expected in the government network

San Diego, California, Us

• Provide phone, onsite, and remote support around the United States for clients and customers, concerning Windows 10 workstations and Task software• Create PowerShell scripts to troubleshoot Windows issues, and report the status of the workstations• Provide daily meetings to strategize with account managers on high priority issues, critical changes, and status updates on Task software• Create and detail tickets via a ticketing system (Jira) to correctly escalate them to the appropriate team, and provide a clear line of communication between the client and Level 3 engineering teams • Create detail internal and client-facing documentation to resolve well-known issues, and provide the best technical practices for workstations and Task Software

Neuilly Sur Seine, Ile De France, Fr

• Identify, Troubleshoot, and Resolve hardware and software problems, for computers, peripherals, iOS devices, and digital board displays for all 500+ retail stores and corporate offices. • Write and update technical documentation to allow knowledge transfer to level 1 agents and cross regional teams. Which enabled issues to be resolved in the first line of support. • Communicate and escalate high priority issues to the corresponding teams, providing notifications, status updates, and resolution status. • Troubleshoot various network issues for the 500+ retail stores, collaborating with staff, and outside vendors to resolve complex connectivity and network latency issues. • Maintained all network related documentation, providing a full list of VLANS, Ports, and layout design of the infrastructure of a store and corporation. • Performed user account creation, and troubleshoot all access-related issues in Windows Server and Windows 10 system • Troubleshoot Cisco and Brocade Switches, resolving port, VLAN, and workstation access related issues. Provided documentation to the support team in order to understand and relay the resolution to the staff in the 500+ Sephora stores

Pleasanton, California, Us

- Assist wide range of users with Technical Issues via telephone and email. Troubleshoot and perform root cause analysis of Technical Issues with the Medallia Experience Cloud platform. Resulting in closing cases with an 85% overall satisfaction and 80% likelihood to recommend contributing to our teams goal of 75% overall satisfaction- Create and update client facing technical documentation on the product to solve technical issues and provide information on emerging and existing issues. - Collaborate with the Technical Support and Digital team to build training material for the new Digital Technical Product, providing a brief overview of the product along with possible issues, and how issues should be handled by the Technical Support organization, opening up the opportunity for our organization to support the Digital product- Develop and execute community outreach events. Providing awareness of diversity and inclusion in Medallia, and the implementation of a college accredited course for the Hispanic Foundation of Silicon Valley- Translate product templates to Spanish for prospective executive members in Latin America to help understand the value of Medallia in their respective companies

Pleasanton, California, Us

- Resolved Medallia software issues daily for end users and corporate level partners in the Salesforce platform; Which resulted in an 85% same day resolution rate, while contributing to the team achieving its 75% overall satisfaction goal- Collaborated with cross-functional teams within Medallia to identify emerging and trending technical issues which resulted in the company implementing three quarterly innovations to the Medallia software- Composed 50 Spanish templates for the Salesforce platform, creating the opportunity for the agents in the organization to create a better experience for the Spanish speaking customers, and clients- Formulated 1-2 knowledge articles daily, summarizing the resolution process, in order to record solutions for different issues with the Medallia platform- Founded the Hispanic Club and established an updated internal webpage in the company to bring awareness of diversity, while recruiting and developing a diverse talent pipeline

San Antonio, Texas, Us

- Planned and organized with the Event Planner around 10 business meetings weekly, providing employees with the tools necessary for the best experience- Checked in with the Event Coordinator to re-organize rooms for corporate and executive conferences. - Organized caterings, and room setups so the employees and executives can have an optimal experience in their various meetings- Detected problems in break rooms, interviewed employees about their experience around the facility and corresponded the information to the Facilities Programs Specialist at GoPro. Decreased the amount of problems the Facilities Program had to face on a daily basis

Advanced It Network

Bachelor’S Degree, Theology/Theological Studies