Gabriel Gonzalez

About Gabriel Gonzalez

I am a Telecommunications and Data Analytics professional with over 25 years of experience leading service delivery, customer success, and technical training across global satellite communications networks. Throughout my career, I have partnered with enterprise customers, engineers, and executive teams to ensure service quality, resolve complex challenges, and enable adoption of innovative technologies.Recently, I completed my Master of Science in Data Science at the University of West Florida, strengthening my expertise in machine learning, data visualization, predictive modeling, and advanced analytics. I now combine my telecom background with modern tools such as Python, R, SQL, Tableau, Splunk, and Power BI to deliver actionable insights, performance dashboards, and process improvements.As a Service Manager and Trainer, I act as the primary customer-facing leader for service quality and analytics, driving measurable improvements in uptime, efficiency, and satisfaction. I also design and deliver technical training programs for engineers across the Americas and beyond, helping organizations adopt new products and services.Core Strengths:Customer Success • Service Management • Data Analytics • Machine Learning • Satellite Communications • Technical Training • Tableau • Splunk • Python • R • SQL • Data Visualization

Experience

1. Service Manager and Trainer Customer Success & Analytics

   Viasat

   Sep 2019 — Present · FL, US

   Act as primary customer sucess manager and trainer for satellite communication services (Ka, Ku, L-Band, LEO, LTE) ensuring service quality, adoption, and satisfaction across global fleets.• Leverage Analytics platforms (Tableau, Splunk, Google Cloud, PowerBI, SQL and others) and case management systems (ServiceNow) to provide performance dashboards, trend reports, and root-cause that support executive decision-making.• Partners with Sales, Engineering and Support teams to aign customer needs with technical solutions, proactively manage escalations and drive measurable service improvements.• Conduct customer fleet reviews to translate complex performance data into actionable insights for both technical and non-technical stakeholders.• Lead regional and cross-regional technical training programs for engineers and partners, enabling adoption of new technologies and supporting organizational rollout goals.• Drive Service Improvements by identifying usage patterns, pain points, and process gaps, leading to measurable increases in uptime and customer satisfaction.

Education

• URBE University

  Bachelor of Science (BS), Computer Software Engineering

  2004 — 2010

• IUTM

  Associate's degree, Informatics

  1996 — 1999

• University of West Florida

  Master of Science (MSc), Data Science – Analytics & Modeling Track, Data Science

Skills

• Satellite Communications
• Routing
• Fiber Optics
• Voip
• Networking
• Ip
• Network Engineering
• Systems Engineering
• Mpt1327
• Product Management
• Tcp/Ip
• Network Administration
• Project Management
• Testing
• Network Design
• Managed Services
• Visual Basic
• Cisco Routers
• C
• Delphi
• Php
• Network Architecture
• Radio Trunking System
• Pre-Sales
• Engineering Management
• Mobile Devices
• Computer Network Operations
• Sql
• Linux
• Technical Support
• Software Design
• Software Development
• Microwave
• System Design
• Wireless
• Antennas
• Mysql
• Vsat
• Mobile Communications
• Software Project Management