Gerardo Gonzalez
Technical Support Specialist @Suvoda
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WORK HISTORY
Technical Support Specialist @Suvoda
Provide support to key internal stakeholders globally on mission-critical clinical trial software systems, utilizing technical expertise, advanced technical understanding of the software systems, and analytical skills to identify root causesPrioritize and resolve issues in accordance with Service Level Agreements (SLAs) to ensure timely responses and resolutionProactively follow up with users to confirm issue resolution and proactively prevent future problems;Troubleshoot escalated issues requiring advanced technical expertise that are reported by Suvoda’s Support and Services Delivery teams and provide technical guidance on how to resolve issuesUtilize ticketing systems such as Zendesk, Jira to log, track and investigate issuesInvestigate critical and urgent technical issues in a timely manner and develop tailored solutions to varied and unique systems issuesCommunicate complex technical issues to non-technical audience or customers in a clear, concise mannerCollaborate with members of the services delivery and/or development teams to identify optimal solutions for complex technical system issuesUnderstand database architecture in relation to web-based software applicationsCreate, validate, and execute SQL scripts and stored procedures to perform manual updates to customer databases as required, maintaining clinical trial data integrityManage and triage tickets, ensuring issues are routed and escalated to the appropriate teams for resolution
EDUCATION
Rutgers University–New Brunswick
Bachelor's degree
ABOUT GERARDO GONZALEZ
As a current Technical Support Specialist, I am excited to embark on a rewarding career in IT and cybersecurity. I am actively seeking full-time opportunities that allow me to apply my diverse skill set.Proficient in a range of programming and scripting languages, including SQL, Python, and HTML. My current focus involves sharpening my skills in cybersecurity, including hands-on experience with Kali Linux and learning cybersecurity tools. I am also working on earning certification to gain knowledge in cybersecurity, actively studying to take the CompTIA Security+ certification.I am open to exciting opportunities in the ever-evolving IT landscape. Let\'s connect and explore how I can bring value to your team.
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