Margaret Gonzales is a dynamic employee with experience in management, technical support, customer service, and administrative roles. She has extensive experience providing technical support for Windows and Microsoft Office applications. Gonzales also has experience in management, facility management, retail sales, logistics, distribution, and customer service. She is proficient in Microsoft Office, accounting software, and internet applications. Gonzales is currently working as a residential technical support representative for Cox Communications in Las Vegas, Nevada.

1. MARGARET GONZALES
7500 Bowles Drive, Las Vegas, NV 89130
(702)994-8285 margaret.gonzales@cox.net
MANAGEMENT TECHNICAL SUPPORT CUSTOMER SERVICE
Dynamic employee with proven diversified experience. I have a variety of experience in Management, Technical
Support, Finance, Distribution, Retail Sales, Customer Service, and Administrative skills including Technical
Support. Being a team player I am committed to excellent customer service, organizational success, excellent
communication, interpersonal and team building skills, detail oriented, and excellent retention. I adapt easy to
new technology.
PROFESSIONAL EXPERIENCE
Technical Support
 Operating Systems: Windows 95/98/NT, 2000, XP, Vista and 7.
 Software Applications: MS Office Programs 2003, 2007 & 2010.
 Installation, maintenance and repairs, user support, diagnostic and troubleshooting.
 Quality technical support to customers through inbound calls utilizing technical expertise to resolve customer
product and service issues, troubleshoot product/service problems, and schedule field technicians when
necessary. Troubleshoot all three (3) Cox communications products
 Departmental computer troubleshoot.
Management, Facility Management and Retail Sales
 Managed day –to- day operations of remote location.
 Responsible for departmental employees training, developing, and coaching.
 Evaluated performance of employees for all aspects of retail sales.
 Maintained daily timesheet for payroll and established weekly departmental schedule.
 Assisted managers in store and regional to achieve budgeted sales, maintained inventory control.
 Reorganized departments throughout company to make them financially stable for updated clientele.
 Liaison for property management, food services,mailroom and campus security.
 Ensured all security policies and procedures were followed.
 Recruited and trained emergency team, which increased employee safety by 8%.
 Provided excellent customer service in a courteous and professional manner. Adhered to customer service
outlines and philosophy of the company.
 Coordinated and organized special events (blood drives, fun days, catered functions, etc.) including set-up and
take-down.
 Strong vendor contact and business partner relationship per company philosophy.
 Supervisor mailroom and receptionist.
 Managed staff of 13 for retail group department.
Customer Service, Finance and Administrative
 Heavy computer use, all Microsoft programs, special USPS programs and internet.
 Resolved discrepancies with any and all USPS paperwork.
 Calculated, prepared, and issued USPS paperwork, invoices, BOL’s and other statements according to
established procedures.
 Managed day-to-day activities of postal accounts.
 Assisted Credit Manager with various projects, spreadsheets, and reports using Excel on JD Edwards.
 Verified and posted details of business transactions such funds received and disbursed.
 Compiled and sorted documents computed and recorded charges, freight charges, refunds and similar items.
 Prepared vouchers, invoices, checks, account statements, report discrepancies and problems.
 Reconciled accounts, entered invoices, researched problem invoices and resolved.
 Weekly check runs, and mailed payments.
 Provided excellent customer service.
 Handles calls for all three products offered (telephone, video and high speed internet). Educates customers on
Cox Communications¿ products and services, answers general customer questions, and as well as up selling

2. customer to preserve and expand their relationship with Cox Communications. Troubleshoot product or service
issues, if needed set-up for Truck roll.
Logistics and Distribution
 Worked closely with the customer service representatives to ensure timely mail drops and delivery of product
and freight.
 Job costing, dispatch shipping requests, set-up delivery of shipments and processed
Freight invoices for payment.
 Expedited shipments to comply with specialcustomer delivery remarks;dispatched carriersin manner to ensure
on-time deliveries. Created goodwill and improved customer satisfaction.
 Set-up delivery and tracked high volume of bulk and direct mail distributed daily.
EMPLOYMENT HISTORY
COX COMMUNICATIONS Residential Tech Support Las Vegas, NV 06/10-Present
APPLE ONE TEMP AGENCY Residential Tech Support – Training Cox Las Vegas, NV 03/10- 06/10
THE LEARNING CENTER Student – Technical Support Las Vegas, NV 02/10 – 03/10
CREEL PRINTING Direct Mail – Mail Expeditor Las Vegas, NV 05/07- 02/10
UPPER DECK Finance Las Vegas, NV 11/06 - 05/07
AVON PRODUCTS Unit Leader/Sales Colorado Springs, CO 10/04 – 08/06
T ROWE PRICE General Services Coordinator Colorado Springs, CO 02/00 – 10/04
VOLT TEMPORARY HR Admin (T Rowe Price) Colorado Springs, CO 08/99 – 02/00
CHEAP TICKETS Administrative Assistant Colorado Springs, CO 04/98 – 06/99
WESTERN PACIFIC AIRLINES Reservations,A/P and Supervisor, Administration Colorado Springs, CO 03/95 – 04/98
EDUCATION AND COMPUTER SKILLS
EDUCATION:
The Learning Center Las Vegas, NV – A+ Candidate, Net + Candidate, MCDST Candidate and Security Candidate,
studying to take CompTia exams for professional certification.
COMPUTER SKILLS:Microsoft Word, PowerPoint, Excel, Access,Project,Publisher, Outlook; JD Edwards,
Peachtree,MYOB,Quicken, Quickbooks
References Available Upon Request