Rigoberto Gonzalez Jr
Richmond
Overview
5
5
years of professional experience
Work History
Help Desk Administrator 1
Lindt & Sprungli (North America)
San Lenadro
02.2025 - Current
- After three months, I became the mainpoint of contact of one of the two headquarters and managed to support managers and executives troubleshoot and cyber threats
- Spearheaded e-waste project for Ghirardelli, which resulted in removing 300 lbs of broken, retired, and obsolete technology
- Helping to mend the relationship with the Ghirardelli leadership and IT by decreasing ticket items and improving customer relations, which resulted in improved trust with the business by 20%
- Monitored help desk ticketing system to prioritize user requests effectively.
- Facilitated remote troubleshooting sessions for immediate user assistance.
- Provided technical support to users via phone, email, and chat
- Diagnosed hardware and software issues for diverse client environments
- Collaborated with IT team to resolve complex technical problems efficiently across three subsidiaries
IT Analyst
Strategic Staffing Solutions
San Francisco
11.2021 - 12.2024
- Servicing daily dashboard, averaging up to 20 tickets for technical tasks, supporting overhead employees as well as consultants with installations and troubleshooting
- Main point of contact to head all IT support endeavors for the company's San Francisco office location
- Contracted and oversaw electrical work for company office assets, including the network setup
- Assisted in opening four office locations in different states, involving furniture builds, network coordination, and setup of internet, electrical, and conference equipment
- Assisted in converting and updating the company's communication system to a full Microsoft Teams environment
- Assessed user needs and provided technical support for password resets and account setups, resulting in a 20% decrease in help desk ticket volume.
- Collaborated with cross-functional teams to execute successful network provider transition, resulting in a cost savings of $50K per quarter and improved user satisfaction by 40%.
- Developed and implemented customized SharePoint site features tailored to the needs of Field Sales teams and Recruiting teams, resulting in a 40% increase in information accessibility and efficiency.
Technical Recruiter
Strategic Staffing Solutions
San Francisco
06.2021 - 12.2021
- Screened hundreds of candidates on a weekly basis to match for contract positions that our clients provide
- Making an average of 40-60 calls a day to quality candidates for contract position
- Sourcing candidates using Tracker (ATS) system to begin screening process, as well as other job board websites like Indeed, CareerBuilder, Dice, and Monster
- Delivered updates twice a week to team that consisted of Recruiters, Sourcers, Account Managers, and the Market Vice President on progression of completing job orders and recruitment process
- Filing monthly expense reports on Concur
Salesforce Intern
Apartment List
San Francisco
08.2020 - 01.2021
- Managed day-to-day tasks received in Salesforce administrative ticket queue; personally completed 40% of the ticket flow resulting in freed up bandwidth for Senior Admin to work on big picture projects
- Initiated team meetings for weekly updates on technical debt project to maintain transparency among team and leadership
- Completed large daily data integrations to update client accounts and sales cases with up-to-date information
- Within first six months on team, learned to manage and maintain Apartment List's robust Salesforce database, leading to higher accuracy and efficient data management
Education
A.S. - Computer Information Systems
Diablo Valley College
Pleasant Hill, CA06.2026
Certification of Acheivement - Project Management
Diablo Valley College
Pleasant Hill, CA06.2025
Technical Training and Career Development Program -
Year Up / Diablo Valley College
Pleasant Hill, CA02.2021
Skills
- Interpersonal Skills
- Customer Service
- Punctual
- Leadership
- Solution-oriented
- Flexibility
- Organized
- Help Desk Support
- Active Directory
- MS SharePoint
- Microsoft Suite
- Google Suite
- Slack
- Salesforce Lightning
- Tracker RMS
- Remote collaboration
- Verbal and written communication
- Teamwork
- Friendly and patient
Languages
Spanish
Professional
Timeline
Help Desk Administrator 1
Lindt & Sprungli (North America)
02.2025 - Current
IT Analyst
Strategic Staffing Solutions
11.2021 - 12.2024
Technical Recruiter
Strategic Staffing Solutions
06.2021 - 12.2021
Salesforce Intern
Apartment List
08.2020 - 01.2021
A.S. - Computer Information Systems
Diablo Valley College
Certification of Acheivement - Project Management
Diablo Valley College
Technical Training and Career Development Program -
Year Up / Diablo Valley College