Enrique Gonzalez

Enrique Gonzalez

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Head of Support Engineering
California, United States

Timeline

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Résumé

Jobs verified_user 0% verified
  • Sourcegraph
    Head of Support Engineering
    Sourcegraph
    Jan 2023 - Current (3 years 9 months)
  • Sauce Labs
    Senior Manager, Customer Support
    Sauce Labs
    Feb 2022 - Jan 2023 (1 year)
  • Sauce Labs
    Manager of Customer Support, San Francisco
    Sauce Labs
    May 2020 - Feb 2022 (1 year 10 months)
  • Sauce Labs
    Lead Customer Support Engineer
    Sauce Labs
    Sep 2019 - May 2020 (9 months)
  • Sauce Labs
    Customer Support Engineer
    Sauce Labs
    Aug 2016 - Sep 2019 (3 years 2 months)
  • University of San Francisco
    ITS Help Desk Technician
    University of San Francisco
    Sep 2014 - Aug 2016 (2 years)
    - Reduced ticket system search time by ~40% through integrating ServiceNow into Slack platform using PHP.
    - Checked 30+ tickets daily, assessing problems and providing answers with 90%+ resolution satisfaction rate.
    - Functioned as lead technician on team of 8, mentoring hires on ServiceNow, Exchange, and Cisco products
  • University of San Francisco
    CS110 Teacher Assistant
    University of San Francisco
    Aug 2014 - Dec 2014 (5 months)
    - Taught 25+ CS students Python OOP fundamentals, best practices and frameworks such Flask and Turtle
    - Held weekly office hours to debug and refactor >1000 lines of Python code and provided project guidance
  • First Graduate
    Intern
    First Graduate
    Sep 2012 - Sep 2014 (2 years 1 month)
    - Devised plans and schedules for 30+ high school students' after school program
    - Organized FileMaker Pro database by removing around 5+ unwanted fields and filling out more than 1000+ rows of necessary information of all current students and alumni
  • G
    I.T. Assistant
    Gobierno del Estado de Baja California
    May 2012 - Aug 2012 (4 months)
    - Regularly checked 30+ computers' antivirus software and certificates to be connected on the company's intranet
    - Controlled internet privileges by assigning static addresses to privileged employees
    - Received, catalogue and installed 30+ pieces of hardware and software and coordinated delivery to branch offices
Education verified_user 0% verified
  • University of San Francisco
    Bachelor of Science (BS, Computer Science
    University of San Francisco
    Jan 2012 - Jan 2016 (4 years 1 month)
Projects (professional or personal) verified_user 0% verified
  • M
    Magic Mirror
    Apr 2016 - Current (10 years 6 months)
    - Improved reflection by ~50% by designing dynamic high contrast UI/UX with JavaScript, HTML5, and CSS3.
    - Wrote JSON data parser using jQuery and AJAX to continually update the time, weather, and Muni data, maintaining 99% accuracy and avoiding rate limits of 3rd party API calls.
    - Avoided Cross Site Scripting (XSS) by implementing a PHP script to send HTTP GET requests rather than having the client making the requests to the external APIs.
    - Incorporated 2 web API’s (Forecast.io, SF Muni) to retrieve real-time data set on a 30 second interval.
    - Utilized Raspbian (Jessie) on RPi2 to install an Apache Server with Chromium directe
  • M
    MARS Health
    Jan 2016 - Current (10 years 9 months)
    - Facilitated scrum agile development on a team of 3 engineers with daily standups and Git for version control.
    - Architected MySQL DB schema with 9 tables using SQL to establish foreign keys, triggers, and procedures to automate scheduling and reduce creation time of appointments by ~98%.
    - Eliminated ~30% of potential calls to the doctor’s office by enabling direct staff-patient communication through constructing messaging system using Java, Android SDK and Sinch SDK.
    - Constructed an AsyncTask to enable multithreading which allowed appointment search while using the app.
  • S
    Search Engine
    Mar 2014 - Current (12 years 7 months)
    - Implemented an inverted index structure using Java that maps words to positions in a file and number of times it appears, allowing for search queries to be completed in log(n) run time.
    - Architected HTTP web server with Jetty to integrate a web interface for users to search for specific words.
    - Ranked results by frequency, position and location of words searched, moving relevant searches to the top.
    - Engineered multi threaded search and parsing by creating a custom Lock class allowing one writer at a time.
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