Ryan Castillo Email & Phone Number

Greater San Diego Area

• Provide administrative support and expertise for the company CRM (Talisma), Online Application Portal (OAP), phone systems (Avaya), Student Information and Financial system (CampusVue), SharePoint, Student Portal, Learning Management System (eCollege) and other in-house system issues. • Support students and faculty with external applications including an e-reader platform (Constellation/ Thuze) and mobile applications (iOS, Android).• Consistently a top performer in trouble tickets closed in the ServiceNow ticketing system. Closed over 2,700 in 2015.• Assist in the CRM upgrade / roll out project to over 2,000 machines and multiple locations.• Attend training to learn additional tasks from Level 3 to manage the CRM Connector queue integration including editing XML code to rectify issues.• Work closely with the Level 1 Service Desk to train and reduce the amount of tickets escalated to increase customer service. • Continuously look for areas that Level 2 can undertake from Level 3 to streamline assistance and reduce the number of tickets escalated.• Use a WAMP server to create a test environment to troubleshoot web based application issues.• Run SQL queries to fulfil internal IP request from auditors.• Maintain a high standard of business and ethical conduct with end-users, vendors and employees. • Work with external vendors to ensure the best possible customer experience to students and faculty.• Assist with the new vendor selection process, creating a ticketing system with an interactive knowledge base and with training Level 1 support agents.• Participate in the candidate interview process.• Led my team in a knowledge base project to create a workflow process and template to develop over 50 CRM knowledge base articles that drastically reduced the amount of tickets escalated by Level 1 support and improve customer satisfaction.

Greater San Diego Area

• Level one support responsible for handling incidents related to software applications and IT hardware, and other requests via telephone and the web.• Actively assist L2 Product Support and help resolve escalated student issues and attend weekly scrum meetings representing the team. • Back-up L3 Enterprise Contact Center (ECC)/Network Operations Center (NOC) on multiple occasions and trained on how to monitor and analyze the entire IT network.• Cross-trained with L3 Business Applications, L2 Application Support and L2 Product Support throughout the year with over 30 hours logged with these teams.• Escalate unresolved issues to development and IT teams according to established procedures.• Excellent initiative and work ethic to produce and review Standard Operating Procedures (SOPs) to assist the Business Technology Services support team in resolving incidents.• Use strong analytical, written and verbal communications skills to provide the best customer service.• Troubleshoot issues on Microsoft XP and Windows 7 with remote tools – TeamViewer and DameWare.• Use Remote Desktop Protocol (RDP) to log onto Windows 2003/2008 Server.• Use Active Directory (AD) to provide administrative support including unlocking accounts, resetting passwords and verifying information.• Solve issues with Universal Naming Convention (UNC), Computer Management, Windows Registry• Support and install over 20 in-house applications and off the shelf programs including Internet Explorer, Mozilla Firefox, Windows Office – Outlook, Word, Excel, PowerPoint, InfoPath, Access, Publisher, Visio, Project and Adobe Acrobat, Reader and Photoshop.• Troubleshoot and assist Network Drives and printers, Outlook Web Access (OWA), Virtual Private Network (VPN).• Better than 90% on all call reviews and an average of over 98% with multiple perfect scores.• Overall customer satisfaction score of 5.78 / 6 with 50 perfect survey results.

Greater San Diego Area

• Tier 2 File Server Management (FSM) and Blackberry Enterprise Service (BES) rights.• Back-up VIP / Critical Support Agent.• Provided the first-level hardware, software and network support to over 707,000 Navy and Marine personnel.• Supported Windows 2000/XP/7, Windows Server 2003, MS Office 2003/2007, UNC, Netmeeting, Computer Management, Active Directory, Windows Registry, Remedy Ticketing System, IE 6/7/8, Roaming Profiles, Network Drives, Enterprise Portal, OWA, Blackberry, Monitors, CD/DVD Drives, External Hard Drives, Laptops, Desktops, Scanners, Copiers, Printers (Network and Desktop), Smart Cards, Avaya Phone Master V.• Trained to monitor, transfer and regulate incoming calls to the Service Desk as San Diego POC.• Performed troubleshooting and problem resolution in a timely fashion and escalated or transferred to the appropriate department when necessary.• Assisted Remote Desktop Management (Tier 3) support when more help is needed.• Assisted the Email/Voicemail Team to process tickets received via email and voicemail.• Consistently a top performer with an average Quality Assurance score of over 95% and multiple perfect scores and quick Average Handle Time of less than 15 minutes per call.

Greater San Diego Area

• Responsible for handling large amounts of cash and training of new employees • Handle customer purchases, returns and exchanges, and complaints• Diffuse difficult customer conflicts with tact and ease, while answering an average of 30 phone calls/day

Greater San Diego Area

• Promoted from Cashier to Shift Manager and handled large amounts of cash without error• Managed and supervised over 10 employees, trained 5 new associates, and developed weekly schedules • Fixed gross and net income problem, checked weekly income report, ordered supplies and inventory, stocked new shipments of inventory every week

Master Of Business Administration (M.B.A.), Information Systems

Bachelor’S Degree, Business Administration - Information Systems

Business Administration