Ted Gonzalez

Background

About Ted Gonzalez

As a customer service-oriented information technology professional and a US Army veteran, I possess nearly three decades of experience in the workforce. My expertise includes approximately nine years of experience in the restaurant industry, preceding my education and transition to the information technology and telecommunications fields. With expertise in culinary arts, customer service, personnel management, training, coaching, and scheduling operations, I’ve consistently pursued education to stay updated with industry trends and technology advancements. I’m proficient in routine security and maintenance of macOS, Windows, and Debian-based Linux operating systems, software, and firmware updates. I also know how to backup and recover data, remove malware, and troubleshoot system issues. I’m proficient in using ticketing systems, customer relationship management systems, and delivering exceptional customer experiences to build strong client relationships. My career path led to training and instructional design, where I’ve facilitated virtual training sessions with diverse participants, consistently maintaining low attrition rates. I’ve collaborated with workforce management and operations management teams within call center environments through BPO contracts, cultivating rapport and establishing robust working relationships. I’ve also engaged in various projects with esteemed Fortune 500 companies, including Comcast, Cox Communications, AT & T, Apple, and Target. I’ve developed and organized training curricula for diverse IT, telecom, and customer service roles. My expertise includes training customer service agents, technical support agents, call center supervisors, and trainers. I’ve crafted new and revised out-of-date content and courses, including syllabi, e-learning, video tutorials, presentations, facilitator and participant guides, and hands-on activities. I’ve also maintained project drafts and reports in secure cloud spaces and learning management systems. I have experience both facilitating and attending virtual classes using software such as Citrix Go-To Webinar, Zoom, Blue Jeans, Cisco WebEx, Microsoft Teams, and Adobe Connect. I am proficient with Microsoft Office applications, such as Teams, PowerPoint, Excel, Publisher, Word, SharePoint, and Vizio. I am also familiar with specific authoring and design tools such as Camtasia, Snag-It, Articulate 360, and Prezi. I am seeking opportunities to contribute my distinctive background and skill set to flexible contract work, temporary assignments, full-time positions, and/or part-time roles.