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. • Provided training in a group and individual setting for various system updates/new employee training.• Collaborated with engineering teams for User Acceptance Testing (UAT).• Traveled to remote locations to provide support for various company events.• Administrate Jira & Confluence.

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, etc.. for their networking needs· Configured print servers for each client and their printers.· Set up backups for client servers via Amazon Web Services, Synology NAS, etc..· Helped users get connected to VPN (Cisco Any Connect, NetExtender, etc..)· Configured servers with VMWare and created different virtual machines for the companies' needs.· Configured each Domain Controller to the clients' needs. · Created Active Directory user accounts and security groups.· On-Site technician for basic client needs(Setting up new systems, repairing systems, etc..)

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.• Image new users computers for job specific tasks.• Assisted employees with email setup and enrolling mobile devices with Stryker.• Closed on average 150 tickets a week. • Answered on average 190 calls a week.• Provided support for Enterprise Vault client on Macs/Windows operating systems• Provided End User support for Medical Devices that were being used in the field. • Walk Nurses/Doctors through fixing devices while surgery was taking place.• Set up Capture Device Units for Dicom/PACS/FTP connection• Inspected products for defects

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 over the weekend to provide assistance to merchants.

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 departments· Respond in a timely manner to 60+ customer emails daily.. Act as a team lead when leads are away or in meetings.. Cross trained in other departments to assist them when they are in need of assistance.

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 calls on average each day sometimes to the low 200’sAgency: Aerotek

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 customers within a 24 hour period.

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 for the customers computer(Viruses, Spyware, Firewalls, etc..) · Escalation of issues which surpass tier 2 scope of support. (physical line issues, severe spyware/virus infections, OEM conflicts, etc) · Configuring of company supplied equipment to customers as well as third party equipment (modems, routers, hubs, etc) · Thorough understanding of IP addresses and configuration on customer equipment to best suit their needs. (WAN/LAN configuration, IP mapping, etc) · Extensive support for Windows and Macintosh platform computers. (95, 98, ME, 2000, XP, OS9, OSX) · Extensive knowledge of PPPoE configurations on Operation Systems with native PPPoE support, as well as third party. (Enternet 300) · Configuration and troubleshooting of client-based email as well as webmail. (Microsoft Outlook, Eudora, Mac Mail, Yahoo webmail, etc) · Knowledge of TCP/IP, subnet masks, DNS; troubleshooting and configuration of each. · Support for multiple PC networks for customers over ethernet as well as wirelessly. · Support for all Yahoo provided software; Yahoo Browser, Yahoo Online Protection: Antispy, Antivirus, Parental Controls, Pop-up Blocker. · Creation and configuration of dial up networking. · Member account management; creation, deactivation, unsuspension, password resets, etc.

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