Aaron Castillo Email & Phone Number

San Jose, CA, US

San Ramon, California, US

San Francisco, California, US

• Provide IT support for all Okta employee’s & contractors globally (6,000+ users).
• Provide support for C-level executives and their Executive Assistants.
• Work with new employees’ onboarding class of 30+ every week. Hardware setup, application setup, etc…
• Provided Tier 3 & 4 escalation support while training Jr. Technicians in the process.
• Mentored interns and entry-level technicians for success within Okta.
• Work the IT Concierge desk in our main HQ building. Providing excellent customer service helping the user with anything IT-related or non-IT-related.

San Ramon, CA, US

• Provided complete IT technical support services to the entire business of 600+ employee’s.
• Provided support for single sign on applications on a daily basis (One Login).
• Prepped for at least 5+ new users every single week, including setting up their work spaces, computers, applications, etc...
• Drove the documentation and training of new colleagues to provide support.
• Created GPO and PowerShell scripts to simplify the business operations.
• Quickly fixed any conference rooms that were having sound/mic/video issues (Zoom)

· Provide technical support to all clients, remotely and in person. (30+ clients)· Create Group Policies for access, printers, mapped drives, etc..· Set up email accounts, distribution lists, shared mailboxes (Office 365 and on-prem Exchange).· Created and ran PowerShell scripts to provide information to the client· Set up Switches, Routers, Access Points.

Kalamazoo, MI, US

• Provide first tier technical support to all West Coast employees.
• Created/Modified Active Directory network accounts.
• Created and Escalated tickets using Service-Now ticketing system.
• Handled Salesforce.com support tickets.
• Provide first time resolutions for employees or follow up emails/calls the following week.
• Provide support for multiple VPN clients to access the internal network on Mac & Windows operating systems.

Perth, Western Australia, AU

Support for 7 different agencies in the Washington area.· Trouble shooted with merchants on device problems.· Set up new user accounts with Active Directory as well as editing permissions.· Performed system swaps when devices where replaced and needed to be updated.. Assisted in bug finding when new releases where being released.. Worked on call shifts.

San Diego, CA, US

Assigned to Help Desk to monitor devices and assign techs to calls.· Assisted multiple different agencies around the nation.· Set up new user accounts with Active Directory as well as editing permissions.· Customer Support for the Clipper Card/Translink Card· Work with the escalation team resolving incidents that require further investigation with multiple.

First Tier Support for all of Solano County· Answered phone calls with citizens asking questions about anything that deals with Solano County.· Transferred calls if I could not assist them to the correct department.. Created service requests for different departments if the citizen needed something I could not help them with over the phone.. Took about 130.

Walked customers through our website http://kodakgallery.com for any problems they may have when using it.· Troubleshoot the software we offered for uploading photos to our website.· Transferred calls that were meant for another department.. Placed orders for customers that were unable to place their order at their location.. Answered Emails sent in by.

Woodridge, IL, US

Professional customer service based technical support for existing customers as well as new. · Diagnosis and troubleshooting of hardware and software issues on company equipment as well as customer; physical line issues, faulty hardware, third party software/hardware conflicts. · Troubleshooting third party software programs that could be possible problems.

Helped customers find the right computer for their needs · Explained to customers why they would want to get this specific kind of computer and what would make it the perfect computer for them · Answered basic questions on the hardware specs of the computer and software questions new customers would have