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.• Troubleshoot network and Internet connectivity.• iPhone, Android and Windows Phone support• Setup, configure and troubleshoot email issues. • Provide support to company executives when needed. • Contribute with creation of documentation and step-by-step process documents.

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.• Troubleshoot network and Internet connectivity.• iPhone, Android and Windows Phone support• Setup, configure and troubleshoot email issues. • Provide support to company executives when needed. • Contribute with creation of documentation and step-by-step process documents.

• 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.• Train and assist non-tech savvy store employees on how to use and troubleshoot software and hardware issues with their DOM. • Helped maintain various reporting tools synchronized with one another. • Collaborate with cross functional teams within the Information Technology department and Retail Operations. • Document and review user problems using tracking software.• Ensure that second through fourth level technical problems are identified, tracked, resolved, and referred to the correct support groups as needed.• Also ensure customer expectations are being met by communicating and maintaining key business relationships with other teams within the company.

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. • Interaction with both technical and non-technical clients. • Provide ongoing support by phone or in-person, in both home and business environments. • Troubleshoot network and Internet connectivity.• iPhone, Android and Windows Phone support• Setup, configure and troubleshoot email issues. Here’s a small sample of some common issues I help customers with daily:• Hard drive failures• Virus, malware and ransomware management and recovery• Monitor backup consistency• Computer and network slowness• Software not working as designed or showing errors• Hardware not functioning as it should or failing• Network installations and additions to a network• Email not sending and/or receiving• Printer/scanner installation or troubleshooting• Power outages and damages caused• Find and implement the most practical, fastest and convenient solutions to all IT issues

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.• Work directly with Engineering and Management to find best troubleshooting path for urgent/high priority issues. • Coordinate and troubleshoot for Microsoft Marketing and Sales teams for Bing Ads, making their pre-sales/sales easier and helping improve their client experience.

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.• Worked directly with Microsoft management to help resolve issues faster than expected. • Coordinated with Microsoft’s sales team for Office365. • Helped resolve migration issues which tier 2 support was unable to fix.

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. • Assist customers and communicate information via phone/email. • When helping with a new issue a customer is dealing with, I determine the severity of the problem and if this is something I can resolve or give information for at the moment.• If necessary, I will consult with a higher tier agent or team lead regarding the problem and communicate my findings to the user. • In the case the problem needs to be looked into by another team or a higher level of support, I escalate the service request accordingly. • When I receive new Web Based service requests, I review them, do the necessary research, and contact the customer with information or a resolution.• Helped improve further sales of Office365 for current customers. • Advised customers about the benefit of Microsoft Cloud Services/Office365. • First contact within support that would assist clients with Migration into Office365.• First contact within support that would also assist with Active Directory issues related to Office 365.

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