Luis Portillo Email and Phone Number

- First contact IT support of thousands of UCSF managed devices, providing hardware/software troubleshooting- Manage and support tickets utilizing ServiceNow including escalations and documentation - Apply technical skills alongside customer service skills to ensure customers are assisted in a way that they can understand- Managed ticket queue of 50 daily, routing to correct queues per Knowledge Base, and resolving issues remotely ensuring SLA's are met- Assist user account maintenance such as access request, account creation and modification, in multiple systems- Level 2 experience troubleshooting escalated tickets unresolved by level 1, as well as onsite desktop support for our primary location- Experience as primary chat technician using our system within ServiceNow, providing support quickly and thoroughly via chat for multiple users at once- Imaging/reimaging Desktop PC's for incoming and existing employees- Assistance with network connectivity issues, LAN, Wireless, VPN setup

• Pitch suggestions to customers on a daily basis so they may consistently try new products and find a drink they like, leading to repeat customer base• Implement professional values and communicating techniques regularly to enhance the goodwill of the company and to ensure that customers will return in the future• Hand craft customer beverages within a 30 second time limit, sending customers on their way satisfied even with a constant line of 20+ customers

As part of the Continuous Service Improvement team, we deliver process improvements and enhanced customer service through scaleable solutions with data integrity and measurability as the driving requirements of our solution design • ServiceNow administrator and business systems analyst responsible for core system configuration, gathering and documenting user and process requirements, functional requirements, and developing technical requirements and workflow customizations• Supporting and administrating an estimated 10,000+ end users within Gap Inc. that utilize ServiceNow • Administrator of our Service Catalog creating and maintaining items in our ticket repository per Business Partners request, assigning the correct/ customized workflow to improve efficiency • Administrator of Knowledge Base creating numerous articles weekly within ServiceNow, enabling users to build their knowledge of ServiceNow, yielding a noticeably higher productivity rate• Plan, implement, and validate ServiceNow patching and upgrades• Presenting ServiceNow and its capabilities to interested parties to optimize their workflow

• Year Up is a yearlong program that provides the resources to build professional and technical skills to succeed in corporate America • Completed coursework in Project Coordination, Web Development, Network System Admin, IT Helpdesk, Professional Skills, and Business Communications, with specialized training in Project Coordination including Microsoft Project, Agile, and Scrum• Maintained and resolved service tickets using Desk.com• Participated in networking labs setting up a star topology and wireless local area networks • First Place, Business Pitch Competitiono COM 150: Developed and strengthened skills in preparing and presenting oral presentations in a variety of situations as well as improving critical listening skillso CIS 302: Practiced web design using Hypertext Markup Language (HTML) and Cascading Style Sheets (CSS) o NET 101: Built foundational knowledge of the hardware, software and services responsible for network communications• Created multiple websites using HTML and CSS; created the winning idea for our team in the business pitch competition

• Loaded and unloaded thousands of sorted packages in a fast-paced environment ensuring that FedEx delivers packages to its customers on time and with care every day• Rotate through various areas and positions such as loader, unloader, and quality assurance