Pedro Gonzalez Email & Phone Number

Greater Seattle Area

• Provide complete IT support for 2,000+ internal employees through phone, email and in-person.
• Provide hands-on support whenever possible, having face-to-face interaction with users.
• Main point of contact for break/fix and issue resolution.
• Assist users working in different environments, such as office, out on the field, working from home.
• Help support and troubleshoot all technical devices (printers, computers, mobile devices, etc.)
• Assist with configuring and installing hardware and software.

Greater Seattle Area

• Provide complete IT support for 2,000+ internal employees through phone, email and in-person.
• Provide hands-on support whenever possible, having face-to-face interaction with users.
• Main point of contact for break/fix and issue resolution.
• Assist users working in different environments, such as office, out on the field, working from home.
• Help support and troubleshoot all technical devices (printers, computers, mobile devices, etc.)
• Assist with configuring and installing hardware and software.

• Supporting the Digital Order Manager (DOM) implementation for over 2000 stores
• Assist onsite technicians w/ installations. From main switch, all the way to device (DOM).
• Work through escalations where my peers were not able to get the device functioning while assisting technician or store manager.
• Received inbound calls and reached out to technicians or store managers when necessary to troubleshoot DOM.
• Took ownership of Help Desk Escalations regarding the DOM till complete Resolution.
• Used Symphony Marimba Tuner tool to manage device updates, software and drivers.

• Onsite and Remote IT support, serving the entire Puget Sound
• Assist with configuring and installing hardware and software.
• Maintenance of computer networks and all of their components.
• On call for all hardware and software issues in all of our clients offices.
• Domain and workgroup setup.
• Enable enterprise level backup and security solutions.

Greater Seattle Area

• Microsoft vendor/contractor – Downtown Seattle Microsoft office (Westlake)
• Work alongside Bing Ads Tier 3 support engineers.
• Troubleshoot and work certain cases till Resolution, helping the overall sales of Bing Ads and its customer satisfaction.
• Triage new Bing Ad Support escalations (code, assign, update).
• “Bing Ads Accredited Professional” certified.
• Help lead flow of cases throughout different regions (North America, Asia, and Europe) till Resolution.

Redmond, WA

• Microsoft vendor/contractor (“v-“ position)
• Assisted with Office 365 escalations directly from support, GetHelp, or MS Partners.
• Helped connect Microsoft support directly with Engineering, Operations and Prod Mgmt.
• Took the lead and drove cases till they reached Resolution.
• Helped the Microsoft Sales team resolve urgent issues blocking major sales.
• Engaged on both Technical and Commerce/Sales/Pre-Sales (billing, subscription) related escalations.

Redmond, WA

• Microsoft vendor/contractor (“v-“ position)
• Microsoft V- employee working for VMC (subsidiary of Volt)
• Supporting both Microsoft Online Services platforms, BPOS-S (Business Productivity Online Suite Services) and Office365/Cloud Service.
• Provide support to thousands of IT Company Administrators and Microsoft Partners.
• Created bugs in Product Studio, for ongoing issues and feature requests.
• Assigned to work with and assist Microsoft Online Premiere Customers/Companies.

Seatac, WA

• Provide IT support for 1,000+ internal employees via phone/email.
• Provided some hands-on support.
• Main point of contact for break/fix and issue resolution.
• Assist users working in various environments, such as airports, tarmac, and office.

Burien, WA