Cross Tutubalin Portfolio Website

Experience

Philips Healthcare,
Bothell, WA, USA | November, 2023 - November, 2024

Endpoint provisioning & compliance: Imaged and deployed field-engineer laptops, installed/updated required apps via enterprise tooling (e.g., SCCM/Intune concepts), enforced encryption and policy baselines, and documented builds to maintain uptime and healthcare data-protection requirements (HIPAA/GDPR).
Connectivity & directory services: Resolved VPN/authentication failures, rejoined devices to Active Directory, refreshed certificates/credentials, and walked users through fixes—closing tickets with clear notes and following standard desktop-support workflows.
Customer service & operations: Delivered friendly, KPI-aware support for field teams; created/updated tickets, coordinated repairs/replacements, and collaborated with service/engineering groups to keep mission-critical devices online.

Angel of the Winds casino, IT Helpdesk I
Arlington, WA, USA | November, 2024 - November, 2026

Frontline endpoint & M365 support in a regulated 24/7 environment: Resolved tickets via phone/email/portal; installed, configured, and troubleshot Windows endpoints, printers/peripherals, and Microsoft 365/Exchange/SharePoint—maintaining uptime and compliance with casino policies.
Deployments, upgrades & basic server/AD work: Performed imaging and device rollouts, hardware/software upgrades, account and group updates, password resets, and join/rejoin tasks under Tier II guidance, documenting actions and escalating appropriately.
Operations, assets & user enablement: Managed asset inventory and staging/transport, maintained clear fix documentation and knowledge base notes, and delivered concise user training with guest-service professionalism.

Nintendo, Tier 1 Phone Generalist
Remote | May, 2021 - September, 2023

Frontline troubleshooting & guidance: Authenticated accounts and diagnosed console, accessory, and software issues (connectivity, updates, controller pairing), walking customers through clear, step-by-step fixes.
Repairs, orders & documentation: Created tickets/RMAs, verified warranty, scheduled repairs, issued shipping labels, placed/reviewed orders, and maintained thorough CRM notes per knowledge-base workflows.
Service quality & professionalism: Met KPIs (AHT, FCR, CSAT) through patient de-escalation, accurate policy-aligned resolutions, and friendly, branded communication.

UBreakIFix, IT Technician / Assistant Manager
| March, 2019 - January, 2020

Installations & provisioning: Set up residential/small-business Internet/TV/voice—provisioned DOCSIS modems/gateways, paired set-top/DVR equipment, configured Wi-Fi, and verified activation in account tools.
Cabling & signal quality: Pulled and terminated coax/ethernet runs; installed splitters/grounding; used meters to balance levels and validate SNR/MER/return path; troubleshot CPE, MoCA/bridge mode, DHCP/Wi-Fi interference, and HDMI/HDCP issues to meet QC thresholds.
Customer experience, safety & coordination: Educated customers on equipment/Wi-Fi optimization, documented work with clear notes/photos, followed NEC low-voltage and safety practices, and coordinated with dispatch/maintenance to escalate plant issues and reduce repeat calls.

Xfinity, Cable Technician
Everett Washington | January, 2018 - February, 2018

Installations & provisioning: Set up residential/small-business Internet/TV/voice—provisioned DOCSIS modems/gateways, paired set-top/DVR equipment, configured Wi-Fi, and verified activation in account tools.
Cabling & signal quality: Pulled and terminated coax/ethernet runs; installed splitters/grounding; used meters to balance levels and validate SNR/MER/return path; troubleshot CPE, MoCA/bridge mode, DHCP/Wi-Fi interference, and HDMI/HDCP issues to meet QC thresholds.
Customer experience, safety & coordination: Educated customers on equipment/Wi-Fi optimization, documented work with clear notes/photos, followed NEC low-voltage and safety practices, and coordinated with dispatch/maintenance to escalate plant issues and reduce repeat calls.