Cesar Castellanos

My primary responsibilities revolve around user account management, technical support, and service desk operations. I play a crucial role in maintaining secure and efficient access for all users, addressing their technical inquiries, and facilitating smooth transitions for employees.

My key duties include:

• Password Resets: Promptly and securely resetting passwords for email accounts and VPN access, ensuring uninterrupted user connectivity and data security.
• Ticket Management: Managing and resolving technical support requests submitted through Jira, ensuring timely and effective solutions for user issues. This involves clear communication and documentation within the ticketing system.
• Front-line Support: Serving as a primary point of contact for technical inquiries via phone, providing immediate assistance and escalating complex issues to the appropriate teams when necessary.
• User Lifecycle Management: Overseeing the onboarding and offboarding processes for users. This includes provisioning new accounts, setting up necessary access and resources for new hires, and securely deactivating accounts and revoking access for departing employees.

My work directly contributes to maintaining a high level of operational efficiency and user satisfaction within the organization.