Gonçalo

Built custom PCs end-to-end, component selection, assembly, OS installation, BIOS configuration, driver installation, and post-build validation. Diagnosed and resolved hardware and software faults across Windows environments; issues included failed storage, driver conflicts, and boot failures. Served as sole technical point of contact for clients, managing the full support lifecycle from fault identification through resolution, directly mirrors tier-1 help desk workflows.

PC Repair & Build Consultant - Independent Technician - Westchester County, NY

(2021-01)

• Built custom PCs end-to-end, component selection, assembly, OS installation, BIOS configuration, driver installation, and post-build validation.
• Diagnosed and resolved hardware and software faults across Windows environments; issues included failed storage, driver conflicts, and boot failures.
• Served as sole technical point of contact for clients, managing the full support lifecycle from fault identification through resolution, directly mirrors tier-1 help desk workflows.

Sales Associate - Walgreens - Ossining, NY

(2024-07)

• Handled daily customer interactions in a pharmacy retail environment; triaged and escalated issues, directly analogous to help desk ticket triage and escalation.
• Operated POS systems and inventory management software daily; maintained transaction accuracy and flagged system irregularities to management.
• Coordinated between front-end and pharmacy teams to resolve order discrepancies, demonstrating cross-functional communication skills essential for IT support roles.

Retail Sales Associate - Vans - Newark, NY

(2022-04 - 2024-03)

• Processed daily transactions using POS and retail management platforms; maintained system accuracy in a high-volume sales environment.
• Resolved customer issues efficiently in a fast-paced setting, building the structured troubleshooting approach applicable to end-user IT support.

B.S. - Computer & Information Systems Security / Information Assurance - John Jay College of Criminal Justice (CUNY) (2023-01 - 2025-12)

A.S. - Computer & Information Systems Security / Information Assurance - SUNY Westchester Community College (2020-09 - 2022-12)