Phillip Gregory
Kapolei,HI
Summary
Experienced professional with 15+ years in information technology and technical field service support. Demonstrated efficiency in on-site repairs, computer system installations, and communications system build-out and cabling. Proven expertise in maintaining and deploying mission-critical computer systems for the Military and supporting civilian customers. Skilled in RF SATCOM applications and proficient in consumer-facing applications and hardware.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Information Technology Specialist
K Enterprises
Honolulu, Hawaii, United States
01.2022 - Current
- Set up network profiles, security permissions and file sharing systems.
- Ensured data security, implementing encryption measures and access controls for sensitive information.
- Troubleshot complex hardware and software issues for swift resolution, minimizing downtime for affected users.
- Enhanced system performance by implementing and maintaining hardware and software upgrades.
- Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
- Deployed effective cybersecurity measures including firewalls, antivirus software, intrusion detection systems and periodic vulnerability assessments to protect company''s digital assets.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Used ticketing systems to manage and process support actions and requests.
- Trained end-users on new software applications, increasing productivity across departments.
Field Engineer
NCR Corporation
Honolulu, Hawaii, United States
11.2019 - 12.2021
- Maintained network security by resolving 98% of helpdesk tickets within SLA, ensuring uninterrupted operations for 500+ users
- Delivered exceptional customer service, resulting in a 95% satisfaction rate, improving the overall reputation and customer retention for the IT department
- Provided on-site technical support for ATM machines in the State of Hawaii
- Repaired or replaced bad hardware/software when necessary
- Coordinated shipping and receiving of new equipment in order to facilitate repairs needed
- Communicated with the customer, providing accurate repair timelines as well as answering questions and providing assurance that the job will be done properly and on-time
- Installation of new ATM machines on Oahu and Hawaii Island
- Held 'Unescorted/No escort required' clearance which allowed me to work on ATM machines without a guard
- Performed repair and maintenance of ATM machines across the state of Hawaii.
Security Professional
Iolani Schools
08.2017 - 09.2018
- Maintained security of students and staff in private school setting.
- Directed daily operations for two staff members.
- Monitored and maintained compliance with safety procedures.
Senior Electronic Technician
Intelsat Global Service Corporation
Honolulu, Hawaii, United States
08.2011 - 07.2017
- Handled both inbound and outbound communications to resolve SATCOM service issues.
- Managed tracking of communications via internal ticketing system/CRM, ensuring compliance with established protocols.
- Repairing of printed circuit boards, soldering and testing of all equipment types
- Performed equipment installation and adjusted schematics based on updates.
- Ensured seamless functioning of front-line communication systems in diverse active Military environments worldwide.
- Trained and qualified in implementing and managing C, X, Ku, Ka, UHF, EHF band modems.
SATCOM Electronic Technician
BAE Systems Inc NCTAMS PAC
Pearl Harbor
07.2006 - 06.2011
- Provide front-line computer and communications systems technical customer support for “Real world” active Military operations throughout the world
- Responsible for design, maintenance and troubleshooting of “No-Fail” Mission Critical circuits and computer systems supporting various Military missions/exercises
- Trained and qualified in the implementation and administration of C, X, Ku, Ka, UHF, EHF band modems, support systems and supportive hardware and software
- Familiarity in working within Military specifications regarding security, commitment and operational readiness
Lead Technical Support Technician
Electronic Data Systems
Pearl Harbor
03.2005 - 07.2006
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
- Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
- Enabled seamless software updates by guiding users through installation processes step-by-step over phone or email communications effectively.
- Makalapa Base Operations Recipient of the NMCI Excellence Award for 1st Quarter 2006.
- Responsible for front-line technical support for COMPACFLT Flag Offices and V.I.P. customers.
- Lead member of Mission Critical technical support staff servicing COMPACFLT 24/7.
- Provided top-level support for hardware and software packages on customers NMCI computers and systems.
- Secondary Queue Manager – Responsible for the monitoring and management of classified and unclassified Pearl Harbor site customer trouble ticket queue.
- Provided new-hire training on NMCI troubleshooting techniques and customer relations. Lead technical representative for all NMCI new asset deployments and MAC’s (move, add, change).
Lead Site Deployment Supervisor
Hewlitt Packard (NMCI Pearl Harbor Hawaii)
Honolulu, Hawaii, United States
12.2003 - 03.2005
- Managed installation and maintenance of NMCI desktop computers for efficient network use.
- Provided daily operational oversight and technical guidance to sub-contractors and management team.
- Execution of successful daily NMCI computer delivery schedules as planned and reporting verification of activities to senior management team
- Instructed new users on computer systems to enhance operational efficiency.
Education
Associate of Arts and Sciences - AAS - Electrical, Electronics and Communications Engineering
Heald College
Honolulu, HI09.2003
Skills
- Computer Hardware Troubleshooting
- Computer Network Operations
- Electronics Technology
- Equipment Installation
- Equipment Testing
- Field Service Engineering
- High-Level Relationship Management
- Network Deployment
- Printer Repair
- Queue Management
- Skilled Multi-tasker
- Ticketing Systems
- Time Management
- VIP Services
Awards And Scholarships
- NMCI Technician of the Quarter, NMCI
- Heald Trustee Scholarship, Heald College
- Perfect GPA Award, Heald College
- Heald Holiday Scholarship, Heald College
- Exceptional Service Award, British Aerospace Engineering
Accomplishments
Recipient of the NMCI Excellence Award for 1st Quarter 2006.
Managed a team of 50 personnel to ensure a smooth transition of moving client's computers and peripherals to a new location. This was an eight week project and competed with 100% accountability.
Certification
Security+
Network +
CPR/AED
ST-1000 certified
MIDAS certified
EBEEM Modem certified
Vissat SATCOM services certified
Timeline
Information Technology Specialist
K Enterprises
01.2022 - Current
Field Engineer
NCR Corporation
11.2019 - 12.2021
Security Professional
Iolani Schools
08.2017 - 09.2018
Senior Electronic Technician
Intelsat Global Service Corporation
08.2011 - 07.2017
SATCOM Electronic Technician
BAE Systems Inc NCTAMS PAC
07.2006 - 06.2011
Lead Technical Support Technician
Electronic Data Systems
03.2005 - 07.2006
Lead Site Deployment Supervisor
Hewlitt Packard (NMCI Pearl Harbor Hawaii)
12.2003 - 03.2005
Associate of Arts and Sciences - AAS - Electrical, Electronics and Communications Engineering
Heald College