Christian Castillo

• Delivered comprehensive technical support to over 3,000 users both on-site and remotely, troubleshooting IT issues via remote assistance, phone, email, and Teams in a dynamic, fast-paced environment.
• Provided expert support for Office 365 applications, Microsoft OS (Windows 10-11), and Android devices, ensuring smooth end-user experiences.
• Managed Active Directory tasks, including password resets and account unlocking in Microsoft Azure.
• Assisted in configuring corporate Android devices using BlackBerry Unified Endpoint Management (UEM) and Azure Portal, ensuring seamless deployment.
• Resolved Bring Your Own Device (BYOD) issues for users, offering tailored support for personal device integration.
• Troubleshot and resolved VPN issues using RSA SecurID and Aruba Remote Access Point (RAP) technologies.
• Reimaged, updated, and set up computers, ensuring optimal functionality and readiness for end-users.
• Managed inventory of IT assets, ensuring regular updates to asset tracking systems and adhering to organizational policies for disposal or replacement.
• Increased customer satisfaction by providing timely and accurate support to end-users in troubleshooting technical problems.
• Used UNIX command to resolve application issue issue.
• Improved system performance through proactive identification and resolution of technical issues.

• Resolved issues 80% faster than other IT technicians.

• Computer Desktop, Laptop, Tablet and Smartphone support tech in a fast-paced.

• Supported 250+ users on-site and 750+ remotely across Canada.

• Supported and monitored 10+ Unix and Windows servers.

• Supported VPN issues in Cisco AnyConnect Secure Mobility Client and Palo Alto GlobalProtect Client.

• Provided support to Office 365, Microsoft Teams, Cisco Jabber, OneDrive, Windows 7-10.

• Created and managed 15+ technical tickets on ServiceNow daily.

• Coordinated 10+ IT Field Technician across Canada.

• Delivered and setup computer equipment to end-users.

• Experienced in Remote-Control Software such as Bomgar Representative Console, Team Viewers, LogMeIn and Remote Desktop Connection (RDP).

• Supported 30+ IP Phones and 8+ All-In-One printers.

• Supported to applications such as ProjectWise, ConnectWise, MicroStation, AutoCAD Civil 3D and more Engineering Civil Software

• Supported end-user with active directory related to technical issue involving password reset and unlocking.

• Provided support of client-side management tools – Microsoft Active Directory, GPO and Systems Center Configuration Manager (SCCM).

• Used UNIX command to resolve OS issue.

• Installed and provided technical support services to routers and switches.

• Connected fiber optic, SFP and Ethernet cables to routers.

• Inserted and removed LTO-4 & LTO-5 scratch tapes from backup library.

• Executed 20+ queries in MySQL database monthly.

• Supported to security camera software.

• Maintained and updated IT inventory.

• PC Desktop, Laptop, Tablet and Smartphone support tech in a fast-paced.
• Supported 40+ user stations in Windows 8, 10, MacOS, iOS and Android.
• Supported 40+ user stations with Office 365.
• Refreshed/replaced hardware for 40+ devices.
• Provided support for 40+ user IT related issues.
• Network Support end-user.
• Installed, configured and serviced computer peripherals, including printers, scanners, modems, external hard drives, and other device.
• Reported to the manager every maintenance made to every device.

• Provided IT support in a fast-paced environment, ensuring smooth operations and minimal downtime.
• Monitored and backed up over 100 servers in both Windows and Unix environments.
• Executed 200+ SQL queries daily to support database operations and data retrieval.
• Utilized monitoring tools such as Nagios, Zabbix, and SolarWinds to ensure the health of backup servers and systems.
• Managed and monitored programs using Control-M to ensure efficient workflow execution.
• Provided support for 10+ user workstations in a Windows 10 environment, troubleshooting and resolving technical issues.
• Created and managed 50+ user accounts, permissions, and passwords in Active Directory daily.
• Identified and diagnosed problems efficiently, escalating issues when necessary to ensure timely resolution.
• Inserted and removed LTO-4 & LTO-5 scratch tapes from backup library.
• Improved issue resolution times by 80%, consistently outperforming other IT technicians in speed and accuracy.
  

Senior desktop support tech in a fast-paced.

Supported 300+ user stations in a Windows XP, Vista, 7, 8, 8.1 and Linux environments.

Installed and configure software and troubleshoot and repair all computer desktop, laptop, tablet, scanners, IP phone and smartphone problem.

Refreshed/replaced hardware for 300+ devices.

Managed 2 windows servers.

Created the IT department documentation.

Processing hardware inventory.

Resolved trouble tickets 30% faster than other desktop support technicians.

• Handled phone service calls from clients required assistance.
• Updated and monitored Database in MySQL
• Provided remote technical support to all clients at various different support levels.
• Responded to technical alert notifications on client servers and network appliances.
• Created and managed technical tickets.
• Managing IT related alerts and notifications.
• Provided technical support services to Servers and Network Appliances.
• Refreshed/replaced hardware for 25+ servers.
• Monitored networks DS3, T1, T3, ADSL and Cable.