1. Donivan K. Phillips
1327 Westgreen Blvd
Katy, Texas 77450
Cell (281) 794-2719
Email: donivanp@yahoo.com
SUMMARY
 Over 15 years of technical experience focused on PC and laptop hardware, OS, and software installation,
configuration, testing, troubleshooting, and support.
 Advanced knowledge of Windows (XP, 7, 8.1) and Linux (Red Hat, SUSE) operating systems with a strong
background in providing high call volume helpdesk support to various levels of users in large, networked
environments.
 Experience writing and editing test plans and technical procedures for various computer systems and
electronics equipment.
TECHNICAL SKILLS
Hardware: PCs, laptops, high-end workstations, mobile devices, printers, etc.
Operating Systems: Windows (95/98, Windows NT, 2000, 2003, XP, Vista, 8.1), DOS, LINUX (SUSE, Red
Hat, Ubuntu, Debian)
Networking: TCP-IP, Ethernet, Wireless, Token Ring
Software: Microsoft Office, Photoshop, Acrobat, Framemaker, Oracle 9i, Macromedia
DreamWeaver, Apache Web Server, etc.
EXPERIENCE
Hewlett Packard – Houston, TX January 2011 to Present
Senior Desktop/Laptop Systems Image Test Analyst
 Performing system compatibility testing that included installing Windows 7 (32bit and 64bit) and Windows
8.1 images on Notebooks and Desktops, analyzing the logs, and backing up those images onto servers.
 Testing Linux (SLED) images on desktops on portables and desktop systems.
 Identifying and troubleshooting issues and retesting to validate system compatibility.
 Certifying Linux-based computers according to Novell and Red Hat standards.
 This t-shooting process for all testing included swapping various hardware components, updated drivers,
updating and configuring system BIOS, etc.
 Documented test findings and made recommendations on driver and linux kernel modifications
 Edited and updated test plans.
 Analyzed other OS platform images to include Google Chrome and Android OS.
 Using Sudden Impact and Bugzilla to create and manage technical issues. Managed parts inventory in Excel.
CompuCom, Inc. – Houston, TX May 2009 to December 2010
Senior HelpDesk Analyst
 Providing helpdesk support for several large customers including Novartis, First Group America, and Booz
Allen Hamilton.
 Remotely troubleshot users’ technical issues on various PCs and laptops (Dell, Lenovo, HP, etc.) running
Windows XP, 7 (migrations from XP to 7), MS Office 2007/2010, Outlook, McAfee, Norton security/AV
software, various remote management software, Adobe suite, and various other proprietary software.
 Performed Active Directory user account administration and installed/configured printers.
 Configured and troubleshot remote network connectivity issues.

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 Enter, update, and/or escalate issues in multiple issue ticketing systems.
 Supported First Group’s Fleet maintenance and parts inventory systems.
 Responsible for an average of 50 calls/day.
Compaq/Hewlett Packard – Houston, TX May 1999 to May 2009
HP Trade (June 2007-May 2009)
Windows Server Monitoring Support Analyst
 Supporting HP Commercial clients – (Starwood hotels, Leer Jet, Herbal Life) for server-based issues.
 Perform first level Windows Server monitoring support of such things as server reboots, hard drive exceeds
level and processor queue to high, checking OVO and OVP issues including restarting as needed.
 First Level CSA support, HP Trade takes customer calls and system incident tickets and route them to
correct tower to perform necessary maintenance on the server, Reset password to call logging system.
Commercial Products - Warranty Support (05/1999 - 05/2007)
Senior HelpDesk Analyst/ Technical Support Consultant II
 Liaising with customer technical resources for Advanced-level analysis and troubleshooting for commercial
notebooks, desktops, and workstations.
 These tasks included customer help desk phone support to back-line consulting on commercial desktops and
professional workstation products.
 Reviewed and updated the dispatch review process that was adopted by the company as the new procedure.
Was also a contributing member of a subsequent project team called R2D2, (Remote Resolve Diagnose
before Dispatch).
Advance Design Systems July 1997 – April 1999
US Coast Guard – Marine Vessel Traffic Control (10/1998 - 04/1999)
Systems Administrator
 Managed Vessel Traffic Service (VTS) system maintenance from Port of Houston to Galveston.
 This included support for Windows Servers, routers, WAN with 21 surveillance cameras, two radar systems,
and 3 UHF systems. Supervised monitoring personnel.
US Air Force - Warner Robins ALC (07/1997 – 10/1998)
Systems Engineering Technician
 Tasked with writing, editing and confirming Technical procedures to test and calibrate complex airborne and
ground radar systems.
EDUCATION / CERTIFICATION
BS, Computer Science - University of Houston Victoria December 2004
AS, Business Administration - Georgia Military College October 1998
AS, Avionics - Technology Community College of the Air Force July 1997
A+ Certification 2000
HP APS workstations, desktops and portables – re-accredited July 2005

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US Air Force July 1977 to August 1997
Small Computers October 1994 to August 1997
Avionics Quality Assurance May 1992 to October 1994
Avionics Specialist July 1977 to Aug 1997
AF: Quality Assurance: Quality Assurance Inspector for two years. I tested individual’s knowledge levels on
avionics systems and did air craft weight and balance computations as well as safety inspections for the tanker
wing at Robins AFB, GA.
Computers, electronics, mechanical, avionics technician personnel,
Avionics systems specialists working several navigational aids from 1977 to 1997,
Computer System Security: Responsible for maintaining USAF security procedures for all wing assigned small
computer assets. To include enforcing proper use and storage of classified hardware and software.