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Hugo Gonzalez

Hugo Gonzalez

San Antonio, TX



Help Desk Support

Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
Uses advanced troubleshooting skills.
Courteously obtain and convey concise problem information for external and internal service personnel.
Provide accurate and timely logging of problems and resolution for problems in the Clarify problem management database.
Escalate problems as appropriate following HD procedures.
Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
Utilizes superior customer service skills.
Solve problems on Windows and Macintosh platforms with equal proficiency.
Perform HD expeditor functions as assigned.

Career medium 03
Career medium 06


Tier 1 Technical Support

Technical Support Professional, AppleCare (via Volt)​2012 - February 2014
• Expertly provide technical support & repair for global Apple consumer base, particularly with iPhones, iPads & CPUs.
• Skillfully diagnose & correct various malfunctions with server hardware & software.


Global Speak Network

Spanish Interpreter

Worked as a Spanish interpreter contractor. Served as a translator to help during depositions, immigration cases, insurance and injury cases, aided in the translation of documents, audios, assisted law firms during hearings and interprete for non-speaking language clients.

Career medium 06
Career medium 03

Bauer Pileco

Shipping And Receiving Coordinator

Shipping & Receiving Coordinator, Bauer Pileco, Houston, TX​2011
• Diligently managed inventory, including packaging, shipping, receiving, loading and documentation.
• Responsible for overseeing transportation of heavy drilling equipment to and from proper destinations.
• Expertly coordinated logistics within production facility and throughout United States.
• Verified, tracked, recorded and logged shipment data into computer system.
• Skillfully resolved problems such as missing merchandise, delivery cancellations and damaged goods.


Air Force


Military Experience
Spanish Linguist & Support Specialist, United States Air Force and United States Army, Houston, TX ​1993 - 2007
• Provided knowledgeable Spanish translation & interpretation services for government & police agencies throughout Texas, such as translation of evidence tapes, medical documents, prison letters and banking information.
• Assisted FBI and DEA on drug and money-laundering cases, including during live surveillance operations.
• Documented all activities, including timesheets, translated pages, dates and case numbers.

Awards and Achievements
Air Force Achievement Medal, National Defense Service Medal, Air Force Training Ribbon, USAF Outstanding Unit Award, Global War on Terrorism Service Medal, Army Service Ribbon, Air Force Length of Service Recognition Award and Humanitarian Service Medal

Career medium 05

University Of Phoenix

Master, Information Systems

Expected December 2014

Texas Teachers

Bilingual Grneralist EC-6, Teaching certification

Texas Teacher certification

Park University

Bachelor Of Science, Business Management