Luis Castro
Guelph,Canada
Summary
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
19
19
years of professional experience
Work History
Level 2 ENG/FR Service Desk Desktop
Canada Life Company
London, ON
05.2024 - 07.2024
Computer Network Consultant
Georgetown Geeks
Georgetown, ON/Guayaquil, EC
11.2020 - 11.2023
- Provided timely technical support to consume and business computer users of Georgetown
- Break /fix on hardware, software, virus cleaning, data retrieval, hard drive recovery, network applications support, power supplies, product recommendation and replacement sales
- Technical Writing Manuals/Sales and Network Visio Configuration documentations
- Standard scripting services for Bash, Windows CLI/PowerShell, and Python APIs.
- Microsoft Office 365 Application Support, off-site storage configurations
- Terminal Servers, and Active Directory support for clients
Insurance Administrative Assistant
Bespoke Insurance Brokers Inc.
Scarborough, ON
08.2020 - 11.2020
- Verified customer information, resolved issues using Windows and company specific software applications
Technical Service Desk Analyst (EN/FR)
Recipe Unlimited
Woodbridge, ON
02.2020 - 05.2020
- Provided operational, application and technical support via the phone and dial-in capability to our Recipe restaurants
- Followed up with external service providers and other IT functional departments until call resolution was achieved.
- Logged and monitored all incoming calls via the phone and Internet and updated customers on status on their concerns
- Quickly became proficient with a variety of industry specific programs and applications
- Provided backup support to other IT functions and updated the Recipe knowledge base
- Escalate issues as necessary within IT, Operations or external vendors
Bilingual Systems Support Specialist, CompuCom (EN/FR)
Robert Half
Miss, ON
11.2014 - 10.2015
- Responded to employee calls in French and English to solve IT issues at Compucom Canada
- Coordinated, diagnosed and problem solved technical problems and information technology issues for employees
- Installed, configured, optimized, troubleshot and supported Microsoft Windows, Active Directory and LAN security policies
Network Analyst, McDonalds Canada
MODIS International
Toronto, ON
03.2012 - 12.2012
- Contract position at McDonalds Corporation Canada; completed a key Payment Card Industry Compliancy project related to the upgrading of software access across all POS terminals in McDonald’s restaurants
- Developed and implemented a networking project and new technology installation
- Conducted research on network products, services, protocols, and standards in support of network procurement and development efforts
- Prepared, maintained, and adhered to procedures for logging, Solarwinds reporting, and statistically monitoring network data
- Liaised with, provided training to and supported other NOC Analysts on network issues
- Prepared and ensure accuracy of documentation, procedures, and manuals
- Communicated with Local Exchange Carriers to resolve WAN problems
Technical Support Level II
Wincor/Nixdorf Canada
Mississauga, ON
12.2010 - 08.2011
- Provided back-end support, monitoring and maintenance for network and POS equipment
- Worked efficiently with IBM dispatches to secure hardware and aided in installation and repairs
- Configuration of Network devices including switches, routers (Sonicwall, Cisco), modems etc.
- Monitored VPN and connectivity for customers and followed escalation/resolution processes
- Responded to calls on the Helpdesk phone and provided support with client /vendor ISP, IBM dispatches
- Repaired and serviced hardware, software and networking components remotely/telephone
- Provided Project Support for POS installations, pilot projects and project rollouts
- Completed software installations, Linux script shells analysis and testing; Device testing and re-imaging
- Created and maintained documentation relating to assigned subject matters and KBs
Contract Network Integrator
MODIS International /Loblaw Ltd.
Mississauga, Ontario
06.2008 - 12.2009
- Design and implement network changes with the assistance of the Network Architect.
- Perform network support and analysis in a multi-site, multi-server environment focused primarily on Cisco Routers, Cisco Firewalls, MPLS, ASA’s, MS LAN, and related technologies in a complex environment.
- Operations and critical network support in a multi-wan-protocol environment
- Supported Ethernet, L3 Switching, Routing (OSPF, MPLS) & TCP/IP, VLANs, 802.1x
- Supported DSL, MPLS, ISDN, FRAME RELAY, ETHERNET, DIAL-UP connections
- Day to day configuring changes to switches and routers (Cisco platform), Firewalls (Cisco and Checkpoint) and network based intrusion detection systems, load-balancing systems
- Technical vendor relationships with internet service providers for connectivity, IBM dispatching
Bilingual EN/SPA Level Two Networking Technician
3Com / Siemens Information Services
Miss, Ontario
12.2005 - 05.2008
- Level Two Networking Technician of the small business and Enterprise cue in English / Spanish
- Supported ALL 3Com Wireless, Home & Enterprise Switches Firewalls Routers
- Enterprise Router/Switches support for VOIP and TDM PBX migration app. troubleshooting
- Product support in three languages locations Latin-American, European, USA, Canada
- Conducted warranty validations, RMAs and contract entitlements on Clarify and Siebel system
- Achieved high case resolved volumes with exceptional customer service
- Providing vendor to client relationships following ITIL standards and professionalism
Education
Informatica Computacion
06.2005
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Dynamex Canada
Mississauga, ON07.2000
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PMAG/ Royal Bank Financial Group
Toronto, ON09.1999
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Learning Enrichment Foundation /Red Cross Society
Toronto, ON03.1999
Skills
- Results driven IT professional with a background in providing technical support and solutions
- Proficient at diagnosing and resolving hardware and software issues by using effective troubleshooting strategies
- Strong communication skills and able to share complex information with non-technical users
- Fluent in English, Spanish, with proven professional proficiency in French
Languages
English and Spanish: native language, high proficiency reading, writing and speaking
French: high proficiency in reading, speaking and intermediate writing
Spanish
Details of Employment Candidacy
- Yes, I am a Canadian Citizen. As a candidate I am legally able to work in Canada at this time.
- Yes, I am comfortable with a full-time commitment of 40 hours per week.
- Yes, an Employment Contract would be of preference to a Consultancy Agreement.
- Yes, I am open to relocate cross city or country, and do have a vehicle for transportation, with a valid Class G driver’s license and clean driver’s abstract.
- Yes, I confirm as a final candidate for this position, to accept a confidential pre-employment criminal background check
- Yes, I have worked remote and hybrid modes extensively for many years with minimal to no supervision.
Timeline
Level 2 ENG/FR Service Desk Desktop
Canada Life Company
05.2024 - 07.2024
Computer Network Consultant
Georgetown Geeks
11.2020 - 11.2023
Insurance Administrative Assistant
Bespoke Insurance Brokers Inc.
08.2020 - 11.2020
Technical Service Desk Analyst (EN/FR)
Recipe Unlimited
02.2020 - 05.2020
Bilingual Systems Support Specialist, CompuCom (EN/FR)
Robert Half
11.2014 - 10.2015
Network Analyst, McDonalds Canada
MODIS International
03.2012 - 12.2012
Technical Support Level II
Wincor/Nixdorf Canada
12.2010 - 08.2011
Contract Network Integrator
MODIS International /Loblaw Ltd.
06.2008 - 12.2009
Bilingual EN/SPA Level Two Networking Technician
3Com / Siemens Information Services
12.2005 - 05.2008
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Dynamex Canada
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PMAG/ Royal Bank Financial Group
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Learning Enrichment Foundation /Red Cross Society
Informatica Computacion