Christopher Lloyd O. Castillo

Christopher Lloyd O. Castillo Skype ID: cj.castillo09 SUMMARY OF QUALIFICATIONS A resourceful and customer-oriented IT support technician with more than 9 years of I.T. support and customer service experience from IT services companies and Managed Services Providers. Management of virtualization and cloud services like VMWare, Citrix, Hyper V, Office 365 and Azure. Administrator experience in Windows Server administration, SharePoint, Active Directory, Exchange, InContact and other Microsoft solutions, MSP tools like Freshdesk, Zendesk, BMC Remedy, ServiceDesk Plus, Keepass, ServiceNow, etc. ITIL Foundation and Operational Support and Analysis Certified in 2017 and 2018. SELF-EVALUATION Ability to work well with others in a collaborative team environment. Impeccable organizational skills. Creative and with excellent internet research skills. EMPLOYMENT HISTORY IT Support Engineer Zephyr Partner Solution (based in Las Vegas, Nevada) October 2017 - Present Respond to customers' help requests through phone calls, email, and chat portal. Remote administration and troubleshooting of Microsoft products and other solutions including Active Directory, SharePoint, Exchange, Hyper V, Citrix, Bitlocker and Office 365. Utilize RMM and various technical support tools such as GoToAssist, Dameware, Keepass, TeamViewer, and Freshdesk to help monitor, diagnose, troubleshoot and document customer issues. Install, manage & configure Windows Operating System using SCCM (System Center Configuration Manager). Follow-up and attend to all service requests and investigate unresolved cases with customers. Provide suggestions on improvements and inefficiencies around infrastructure setup. Global Network Operations Center (GNOC) Specialist Bayview Technologies Inc. January 2015 - October 2017 Monitor application and server performance on a central location using ELK-Kibana, AppDynamics, Catchpoint, Radware, PingPlotter, and PRTG. Identify system, application, hardware, and network problems. Investigate performance variations, accessibility, availability, and reliability of systems and Web services. Manage configuration changes and identify events that could lead to an incident or problem. Technical Knowladge Manager Xerox IT Services Ltd. December 2011 - December 2014 Ensures that the IT organization is able to gather, analyze, store and share knowledge and information. Responsible for the Detailed Knowledge Transfer during transition period. Interact with client for process validation and updates. Develop\ Engineer training materials for the Service Desk Analyst. Directly supervises new hire trainees. Facilitates training for Service Desk Analyst. Author knowledge and process articles used by the Service Desk team. Knowledge admin for TAMs, SNOW, and Remedy. Sponsor, design, and continuous improvement of the process and its metrics. Supply daily, weekly and monthly reporting. Trends and analysis. Act as a technical liaison or subject matter expert in matters of support. Complete quality management and coaching to the analysts. On call 24/7 as an escalation point for staff. Product and Sales Trainer TELETECH November 2007 - November 2011 Directly supervises new hire trainees and delivers corrective action if required. Facilitates training for call center employees using effective training methods and techniques. Monitors, evaluates and reports on progress of Trainees to appropriate management. Maintains New Hire paperwork (e.g.: attendance, coaching and corrective action, and status position change forms).Prepares and submits daily training report to Training and Quality Manager and other appropriate managers/team leaders. Identifies gaps in training curriculum, obtains approval for resolution, and takes action to correct. Sets up and maintains training facilities and materials. Prepares and submits final training report to appropriate management. Interacts with clients on specific tasks, projects, and assignments Attends Train the Trainer calls, classes, or workshops when required. Stays current on all program changes and completes self-directed development training as assigned. Prepares, develops and conducts personal one-on-one training and development plans for agents. INDUSTRY CERTIFICATIONS ITIL® Foundation Certificate in IT Service Management (ITILF) EXIN, License GR-CC ITIL® Operational Support and Analysis Certificate in IT Service Management (ITILOSA) EXIN, License GR-CC EDUCATIONAL BACKGROUND Certificate in Information Technology De La Salle Lipa, Mataas na Lupa, Lipa City. June 2002 - March 2004