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Desktop Support

Bothell, WA
March 31, 2021

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Phillip M. Gordillo


Woodinville, WA 98072

Goal-oriented and collaborative IT professional with experience applying hardware and software installation, administration, and configuration. Proven analytic and problem-solving skills with the keen ability to assess needs, define requirements, develop value-added solutions, and execute technical solutions that streamline and improve operating efficiencies. Adept in communicating with technical and non-technical audiences.

Technical Expertise

PC Troubleshooting/Problem Solving

Desktop Support, Help Desk


Windows Server 2003, 2008, 2012

Windows 7, 8, 10

Office 2010, 2013, 2016, Office365, GSuite

Mac OSX, Server, Desktop, Laptop, iOS

SharePoint, Lync, Outlook, PowerShell

Hyper-V, VMWare

Service Now, MS Service Desk

Software Patches and Upgrades

Jira, Confluence

Hard Drives/RAM/NICs/Video Cards

CorelDraw, Illustrator, HTML

VOIP Telephony

Project Management

Inventory Management

Knowledge Base Management

Cable Management

Citrix, VPN, Wyse Thin Clients

System Backup/Restore

Active Directory, Network Management

Disaster Recovery

iPhone/Android Mobile Devices

Professional Strengths

Positive and effective customer service

Excellent communication and problem solving skills

Excellent time management

Works well alone or as a team member

Rapidly adapting to emerging technologies; a quick learner

Identifying potential cost-reductions and productivity improvements in operations and infrastructure

Developing/sharing best practices to increase effectiveness, productivity, and customer satisfaction

Professional Experience

Senior Helpdesk Associate, Blacksky, Seattle, WA 11/2020-3/2021

Providing IT end user support. Fielding service request, managing end user expectations, and escalating when necessary. Troubleshooting connectivity issues for devices and applications.

Day to day support for Windows 10, with some Mac and Linux, users.

Active Directory account creation and management

Desktop and laptop imaging via MDT

Support MS Office 365

Support VPN connections

Asset management

Basic network troubleshooting

Senior Helpdesk Associate, Athenahealth, Seattle, WA 7/2019-11/2020

Providing exceptional customer service to all end users. Serving as a liaison between staff and technology to resolve issues and achieve desired results. Assisting with training and integrating new employees into the Athenahealth technology environment. Assist team in the resolution of corporate support helpdesk tickets using Service NOW. Maintain equipment inventory using Service NOW, KACE, and Active Directory. Specialize in area of expertise as needed, including PC troubleshooting, mobile devices, Macs, printer configuration, etc. Supporting/working with MS Windows 7, 10, Mac OSX, O365, MS Teams, OneDrive, OneNote, Cisco AnyConnect VPN, LogMeIn, iOS, Android, Dell, Lenovo, Apple, Intune, SCCM

Phillip M. Gordillo

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Woodinville, WA 98072

Microsoft Business Tools Systems Support Engineer, Wimmer Solutions, Redmond, WA 7/2018 – 4/2019

Providing Incident Management and Configuration services for customer support tools that call agents, for Surface, XBOX, O365, etc., use to resolve issues.

User Administration services, including account management, and application issues for:

Customer Assistance Portal (CAP)

Service Desk


Assisted Support Desktop (ASD)

Perform the following actions to bring incidents to resolution:

User education

Communication of downtime and outages

Inspect log files

Escalate infrastructure issues

Create Bugs for the product group

Team member for on-call support

Participate in Triage bridge calls

Assist with application Templates, Queues and Rules

IT Helpdesk Specialist, Tucows/ENOM, Kirkland, WA 10/2017 – 4/2018

Provide Desktop support for the Kirkland office and Remote staff

Provision all desktop level Hardware & Software

System imaging of both PC and MAC

Inventory Management of all Hardware and Software

Developing, improving and adhering to all LAN Policies & Procedures

Participate in LAN related special projects

Operations Specialist/IT Support, ADW/Acosta/Verizon 3/2016 – 10/2017

Providing IT support to local Corporate employees as well as remote support to employees at various regional offices located throughout the US, Canada, and UK. Support includes the addition, deletion and modification of accounts & security privileges in an Active Directory/LDAP environment as well as workstation setup, imaging new systems, installing hardware and software, and updates and PC troubleshooting. Additionally, supporting applications, printers, storage and networking infrastructure (both wired and wireless) and monitoring and maintaining backup & recovery of server environments. Using KACE and CA ticketing systems. Also participated in the migration of users and computers into the domain of our parent company.

Systems Administrator, Fuse Networks, Tukwila, WA 10/2015 - 12/2015

Contracted to assist with the migration of user profiles and computer accounts from one domain to a new domain. Users and computers were at various locations around the country. Connected remotely to the computers using a variety of tools including RDC,, TeamViewer and LabTech Control Center. Used PowerShell to run ADMT scripts for migration of profiles and computer accounts. Project was managed using ConnectWise.

Customer Experience Engineer, WDS-A Xerox Company, Redmond, WA 2/2015- 4/2015

Working with a team of Engineers to support Microsoft Office 365, use support experiences to audit, track, analyze and contribute to “write the book” on user support. Trained in Office 365 to support business customer’s issues and become their advocate.

Take customer calls, email, or chat requests for support.

Figure out how to improve things for the next customer.

Audit call, chat, or email queues to provide measures and data used to drive analytics and insight into the user experience.

Analyze issues to come up with technical solutions.

Phillip M. Gordillo

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Woodinville, WA 98072

IT Specialist, Silver Bay Seafood, Craig, AK 5/2014- 10/2014

Responsible for installing, modifying and making repairs to computer hardware and software systems.

Supported Windows 7, MS Server 2008

Identified and procured the hardware and software needed to satisfy user requirements.

Installed hardware and peripheral components such as monitors, keyboards, printers and disk drives.

Loaded software packages such as operating systems, networking components and office applications.

Assisted in the customization and adaptation of existing programs to meet users’ requirements.

Connected users to networks and provides initial training in facilities and applications.

Assisted in research and procurement of computer accessories and supplies.

Systems Analyst – SharePoint, Sound Transit, Seattle, WA 9/2013-3/2014

Create and redesign Project Collaboration Site and Sub-Sites for multiple projects in SharePoint 2010 and SharePoint Designer. Change columns and content types in existing site libraries per business client request. Create new site pages modifying with web parts, adding libraries, columns, content types, and custom views. Add Permissions to content with SharePoint Groups and Active Directory.

IT Support/Systems Administrator, iJet Onboard, Seattle, WA 6/2012-1/2013

Provided technical support for internal teams of employees, corporate executives and contractors.

Installed and supported MS Windows, MS Office Suite and hosted services including Office 365 with Outlook, Lync and SharePoint on desktop computers and laptops

Managed networked printers, scanners and copiers

Mac OSX and iOS support

Updated company website using Adobe Dreamweaver CSS

Upgraded and managed VOIP phone system

Recorded and updated Knowledge Base documents in Wiki and SharePoint

Provided technical and operational support on network infrastructure hardware

Processed user Add/Change/Move/Delete requests and maintained group memberships with Active Directory/Group Policies management

Atlassian Jira and Confluence Wiki administration

Tracked IT Support requests using Jira

Desktop Support/Network Administrator, Pacific Steel Casting Company, Berkeley, CA 4/1997 – 8/2009

(75-year old, privately held, and one of the largest US steel foundries)

Eleven plus years of cross-platform experience in desktop support, systems administration, including analyzing, designing, installing, maintaining, and repairing hardware, software, peripherals, and networks. Superior PC troubleshooting and technical support abilities. Assisted with migrations, network connectivity, security and database applications. Developed exceptional relationships with co-workers, management and end-users. Improved the performance and overall quality of the IT department. Helped create the IT infrastructure enabling the company to expand and become one of the largest steel foundries in the country. Managed systems on a campus LAN environment consisting of 10 buildings covering 2 city blocks. Environment included Windows workstations, NT/2003 servers, Mac OSX server/desktop, and IBM AS400/iSeries i5 ERP server, and 50+ printers/copiers. Resolved desktop issues, lowered support costs, and significantly reduced downtime

Negotiated and managed leases and maintenance agreements for software, hardware and services

Successfully executed several complete hardware and operating system upgrades during tenure

Developed and managed Electronic Data Interchange (EDI) to satisfy a key customer’s need.

Participated in company’s Lean Manufacturing Initiative

Phillip M. Gordillo

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Woodinville, WA 98072

Additional Experience

Volunteer/Advisor, Greyhound Pets, Inc., Woodinville, WA 5/2010 – Present

Provide volunteer services such as teaching interested people of the characteristics of a retired racing greyhound as a pet, helping them understand the differences from other dog breeds. Conduct house visits of potential adopters to ensure their home and yard is acceptable for greyhound adoption and informing them of what to expect when bringing a greyhound into the home. Show available greyhounds to adopters to check compatibility. Adopt greyhounds to families as pets. Also, providing volunteer services at the kennel such as turnout, i.e., taking the greyhounds out of their run and into one of the yards and cleaning the runs and other general maintenance. Assist with technical support when needed.

Account Manager, DMC Insurance Administrators, Pleasanton, CA 8/1995 – 2/1997

Responsibilities included resolution of implementation issues associated with the maintenance of a networked Access database, the installation and maintenance of Windows 95, and porting of applications from Visual Basic 3.0 to Visual Basic 4.0. Managed several employee insurance benefit accounts; performed AR and AP accounting functions, as well as month and year-end closes. Provided customer service to employees regarding insurance benefits and eligibility.

Business Owner, TheGreytful Dog Barkery and Boutique, Tracy, CA 2001 - 2004

Developed comprehensive business plan; conducted research on Industry growth potential, statistics and trends, financial performance, market analysis, customer satisfaction surveys, SWOT analysis. Established and monitored budget and accounting using QuickBooks and Excel. Created Access database for inventory control and purchasing/receiving of product. Coordinated downtown business events in partnership with the Chamber of Commerce (Wine Stroll, Dry Bean Festival, and Farmer’s Market). Contributing editor for weekly newspaper column. Developed and maintained an e-commerce website using Dreamweaver. Created and executed a comprehensive Marketing Plan with emphasis on exceptional customer service; built recognizable brand image, created promotional materials, developed a multifaceted advertising campaign to include newspaper, web, publications, radio and television. Developed web and e-commerce site, designed packaging, created customer experience. Installed and maintained Point of Sale and credit card processing system. Recognized by the San Francisco Chronicle as a destination pet store.

Intelligence Analyst, United States Marine Corps

Recognized for leadership abilities and creating top performing, cohesive teams

Created databases to track inventories and to manage rosters of personnel with security clearances

As a Professional Military Education Instructor, was responsible for the professional development of over 600 students

Held Top Secret/Special Compartmented Information Security Clearance

Education / Professional Development / Credentials

Computer Science, University of Phoenix – 40 Credits

General Education, Chaminade University of Honolulu – 25 Credits

Web Design Course, Carrington College California – 12 Credits

Six Sigma Green Belt – Information Technology, Villanova University

Visual Basic Programming Extension Course, University of California, Berkeley

Computerized Accounting, Arizona Computer Institute

Microsoft Certified Professional (MCP)

Community Service

Volunteer Member, Greyhound Pets, Inc. (2010-Present)

Advisor and Board of Directors Member, Golden State Greyhound Adoption Program (2001 – 2009)

Red Cross Volunteer, Hurricane Katrina (2005)

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