Desktop Support
Resume:
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
Printers/Copiers/Plotters/Scanners
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
LogMeIn
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, join.me, 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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