ADRIAN CASTILLO
Lancaster
Summary
Highly motivated IT professional with hands-on experience in Tier 2 system administration, secure workstation deployment, and enterprise Windows environment support. Skilled in user account administration, OS/app updates, STIG compliance, event log review, and troubleshooting across hardware, software, and network layers. Demonstrated ability to resolve complex issues, support VIP users, and coordinate vendor repair activities while maintaining strict security and configuration baselines. Holds a Secret Clearance, CompTIA A+, and CompTIA Security+, bringing strong communication, documentation, and technical problem-solving skills to mission-focused IT operations.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Tier 2 High End Windows
SMS Data Products Group, Inc.
07.2025 - Current
- Execute Tier 2 system administration tasks including user account maintenance, secure workstation configuration, application/OS updates, and antivirus maintenance.
- Perform pre-deployment and post-deployment testing including STIG reviews, system hardening, and validation of secure configuration requirements.
- Review and analyze Windows event logs to identify issues, recurring failures, or indicators requiring escalation.
- Troubleshoot Windows OS, mission applications, hardware issues, and network connectivity problems across multiple networks.
- Install and configure approved software following security baselines and organizational approval workflows.
- Serve as onsite POC for vendor technicians performing warranty or hardware repairs; coordinate access and ensure proper completion of work.
- Support documentation efforts including SOP updates, imaging workflow records, deployment logs, and asset notes.
- Lead special technical projects supporting VIPs and mission partners, ensuring high satisfaction and rapid resolution.
Client Support Technician I
SMS Data Products Group, Inc.
09.2024 - 07.2025
- Provided Tier I & II troubleshooting for Windows systems, software, drivers, access issues, and device performance.
- Created and escalated tickets with clear diagnostic detail using Web HelpDesk (WHD), ensuring proper triage and prioritization.
- Collaborated with Tier II system administrators on escalated system configuration issues, gaining cross-functional sysadmin experience.
- Deployed laptop systems throughout AFRL Rocket Labs, ensuring secure imaging, network configuration, and functional readiness.
- Maintained documentation and contributed updates to essential SOPs to improve support efficiency and accuracy.
Customer Service Interface
SMS Data Products Group, Inc.
03.2024 - 09.2024
- Acted as the first point of contact for technical support, diagnosing Windows OS, application, hardware, and access problems.
- Logged incidents with complete and accurate detail, ensuring efficient escalation and resolution paths.
- Developed foundational system administration skills through hands-on imaging, troubleshooting labs, and A+ certification preparation.
- Supported workstation deployments to multiple network environments, ensuring users received validated and functional devices.
Education
High School Diploma -
Littlerock High School
Littlerock, CA05-2020
Skills
- Systems Administration: Windows OS, Windows Server fundamentals, user account administration, Group Policy basics, patching/updates, antivirus, event log review, system imaging, backup workflows, STIG compliance
- Networking: LAN troubleshooting, workstation deployment, multi-network environment support, hardware/peripheral escalation
- Security: System hardening, baseline enforcement, least-privilege access, ACAS/STIG exposure
- Tools: PowerShell, Office365, Web HelpDesk (WHD), ticketing systems, device management platforms
- Additional: SOP development, documentation, bilingual (English/Spanish)
Certification
- CompTIA Security+
- CompTIA A+
- HDI Support Center Analyst (SCA)
ADDITIONAL STRENGTHS
- Strong communication skills for cross-team collaboration and user interaction
- Works independently with minimal supervision, using good judgment in sensitive or classified environments
- High attention to detail in documentation, troubleshooting, and system configuration
- Physically capable of workstation deployment and equipment handling (up to 50 lbs)
CLEARANCE
Active Secret Clearance
Timeline
Tier 2 High End Windows
SMS Data Products Group, Inc.
07.2025 - Current
Client Support Technician I
SMS Data Products Group, Inc.
09.2024 - 07.2025
Customer Service Interface
SMS Data Products Group, Inc.
03.2024 - 09.2024
High School Diploma -
Littlerock High School