Alejandro Castro Email & Phone Number

Santiago Metropolitan Region, Chile

Santiago, Santiago Metropolitan Region, Chile

Santiago, Santiago Metropolitan Region, Chile

I Joined Shopee in February 2022 as the first IT administrator in our Chile office. As the company was new in Chile, I worked on creating new processes for our IT department, such as inventory management, purchases and procurement, and setting up our devices with our first and third party applications and security. I manage onsite and remote support for all our employees, providing troubleshooting for all platforms used in our office (Mac OS, Windows, IOS, Android).We use our in-house ticketing system for support as well as Jira Service Desk. Part of my day to day activities include working with third party vendors to purchase devices for the office or software licenses, Zoom set up and troubleshooting, working with our team from Brazil to employ defined processes in our Chile office, creating knowledge base articles and technical documentation for our processes, among other things.

Santiago, Santiago Metropolitan, Chile

When I started working at Vacasa, I was working a dual role, as IT support for the local offices (Viña del Mar and Santiago) and Product support for the International market. The local office did not have an IT department and any IT requirements were managed by the HR staff. I implemented new processes for local IT and soon expanded our IT support to the rest of our South American markets (Mexico, Colombia, Argentina, Uruguay). I set up and managed the Santiago office network for our customer experience team and our conference rooms all set up with Cisco Meraki hardware. On the product support side, we work with freshservice and JIRA to support all our in-house developed software, working together with each Dev team to fix, and improve our apps. This support is provided to our international market and is mainly provided in English. We receive dozens of bug reports on a daily basis which we triage to find a root cause, and work with the corresponding team to fix. We also manage all RBAC requests for the company.

Santiago, Santiago Metropolitan Region, Chile

During my time at Citi, I started at the Citi Help Desk, providing L1 and L2 support for nine main applications inside of the company; Some of the applications that I have previously supported as a Production Support Specialist are Service Now, Service Now Reporting, Planview, PTS-W, InControl, OneReset, One Approval, Marketplace, Qtips, ResolveIT, among others. This included databases, project management, and time sheets.After a reorganization within CITI, my team was moved under new management. The new manager had a focus on reducing incident tickets raised to the helpdesk. I was assigned to look into the best option to face this task. I led a small team to create a Collaborate site for the OneReset application, creating a self service model. Within the 1st year, we had decreased the amount of incidents created for this application by 30%, and reducing support costs in excess of USD $500.000 a year. I worked on change management processes, transitioning new applications to PAO teams to support. This consisted in testing the new applications, creating documentation for support processes and training the PAO team members. Over the years, my team was given the opportunity to work on new platforms. I worked on the internal social network at Citi, creating sites, images, SharePoint sites and more, to reduce support costs, replicating the success achieved with the OneReset applicationDuring my last year I have been assigned as Team Lead in desktop reduction efforts within Citi. Our teams goal is to find idle machines within the company and set up an initiative to eliminate all idle computers, phones, extensions, emails and storage space that are not being used. During the last six months, our team has managed to reduce spending substantially. with an automated process that is run monthly. Our success with this project has been noted by managers from other business segments, which have contacted us to replicate the same process in their respective areas.

Santiago, Santiago Metropolitan Region, Chile

I provided helpdesk services for all Latin American countries (excluding Brazil). The job consisted mainly of assisting users on setting up new devices and/or helping them find the best network solution for their business or home.

Network Administration, Information Technology

I pursed a degree in network administration.

Sound Engineering, Music Technology

I mastered the basic concepts of acoustics and electronics and how they can be applied to sound and music.