Adrian Castro Email & Phone Number

Houston, Texas Area

• Manage Service Desk• Manage US Desktop Support Team• Printer Administrator (Xerox and HP)• Zoom Administrator• 2FA Administrator (Duo)• MDM Administrator (MaaS360)• Ticketing System Administrator (System Center Service Manager)• Asset Management System Administrator (Absolute)• Conference Room Administrator (Polycom, Neat, Logitech)• Executive Level Support (C-Level and Board)• Metric Oriented

Houston, Texas Area

• Remote support for 5000 users globally• Local client facing support for approximately 200 users including executive leadership• Development of System Center Service Manager (SCSM)• Interview candidates to further grow the department• Train new IT employees within the same role• Research products and services to enhance or simplify business needs

Houston, Texas Area

• Researched, analyzed, and performed Systems Engineering technical duties.• Sr. Consultant and Project oversight to other technicians city-wide.• Advanced knowledge of Virtual Server Environments and Desktop as a Service.• Supported and maintained end user PCs, which ran Windows OS, Mac and MS Office applications.• Advanced Support and maintenance of Windows Active Directory.• Project managed and communicated with high level executives.• Maintained documentation that supported user training and system usage.

Houston, Texas Area

• Led, managed and delivered first-class customer service and operational excellence for Wood Group ensuring process and protocols are maintained and followed accordingly to ITIL. • Developed a daily, weekly and monthly trending report for all IT groups to include ticket counts, KPIs, SLAs and Customer Satisfaction. • Created a service improvement plan and reduced the Service Desk backlog by 82%. • Participated in the development of new technology; collaborated with the technical teams to implement Cireson to enhance the Microsoft System Center Service Manager ticketing system. • Standardized the knowledge based articles to keep uniformity. • Provided support for over 20,000 users globally. • Managed a team of 10 analysts overseeing inbound/outbound calls. • Administered the distribution of tickets from Help Desk queue to analysts and other support queues. • Handled all escalations establishing the image for the team, company and its values. • Liaison between support groups to eliminate gaps and improve overall efficiency. • Erected a strong work culture with growth and education. • Experienced with vendors and contracting agencies.

Melbourne, Florida Area

• Cooperated directly with Haier America (client) to ensure support was handled efficiently and with the SLA agreement.• Managed a team of 8 analysts including 3 technical engineers overseeing inbound/outbound calls.• Acquired 21 certifications in television and appliance repair.• Provided high-level technical assistance to onsite technicians.• Handled all escalated client, service and end user issues.

Houston, Texas Area

• Packaged and shipped leased computers back to Dell.• Responsible for the delivery and setup of all computers in the corporate office.• Processed and completed tickets assigned by the help desk.• Repaired and troubleshot printer and computer related issues.

Melbourne, Florida Area

• Led and managed a team of 10 customer service representatives.• Consistently met or exceeded daily/monthly sales and service revenue goals.• Innovated several company-wide concepts that were later introduced.• Received four quarterly awards for outstanding performance prior to being promoted.