Carlos Castillo Santander Email & Phone Number

Ciudad De México, México

Mexico City Area, Mexico

Lead a 24x7 team with different specializations operating 7+ revenue generating platforms.Provided customer follow up, RFOs reports and overall satisfaction for over 7 different production critical platforms.Participated in the reoccurring CX Improvement program as technical lead.Directly oversaw the compliance to information security policies.Provided immediate response to remediate and patch up attack surface across ALL enterprise components during security… Show more Lead a 24x7 team with different specializations operating 7+ revenue generating platforms.Provided customer follow up, RFOs reports and overall satisfaction for over 7 different production critical platforms.Participated in the reoccurring CX Improvement program as technical lead.Directly oversaw the compliance to information security policies.Provided immediate response to remediate and patch up attack surface across ALL enterprise components during security events.Accomplishments:• Migrated from an application support paradigm to full platform operations model, increasing the revenue and lowering costs. (Everyone’s favorite do more with less).• Successfully implemented a continuous security patching automation schema on the attack surface.• Provided first response during security events as well as audits and pen testing, including remediating discovered vulnerabilities.• Reduced technical documentation debt well over 90%.• Successfully oversaw the migration from Legacy VMWare Infrastructure to GCP, adopting the CI/CD operation model. Show less

Mexico City Area, Mexico

Created and trained the NOC Team in Mexico as a 24x7 operation.Designed and implemented Geographical redundancy fail over to avoid extended downtime during critical outages.Coordinated the response team for both critical and non-critical scenarios. Accomplishments:• Reduced SLA response time from 30 min to under 10 min• Reduced MTTR to under 5 min on remote site outages.• Kept complete 24/7 coverture for the monitoring team for over 7 years with no… Show more Created and trained the NOC Team in Mexico as a 24x7 operation.Designed and implemented Geographical redundancy fail over to avoid extended downtime during critical outages.Coordinated the response team for both critical and non-critical scenarios. Accomplishments:• Reduced SLA response time from 30 min to under 10 min• Reduced MTTR to under 5 min on remote site outages.• Kept complete 24/7 coverture for the monitoring team for over 7 years with no interruptions.• Reduced the average training time from 3 months to under 1 month for newly recruited staff.• Increased average platform uptime from 99.9% to 99.99% Show less

Mexico City Area, Mexico

Worked with Quality agents to resolve low and medium impact issues across the voice infrastructure.Participated as technical lead in troubleshooting calls including multiple teams and carriers.Generate call quality monthly reports across all voice circuits to adhere to quality standards.Accomplishments:• Achieved automatization of several performance reports.• Provided continuous support for all LATAM region, interacting with all different providers and customers in the… Show more Worked with Quality agents to resolve low and medium impact issues across the voice infrastructure.Participated as technical lead in troubleshooting calls including multiple teams and carriers.Generate call quality monthly reports across all voice circuits to adhere to quality standards.Accomplishments:• Achieved automatization of several performance reports.• Provided continuous support for all LATAM region, interacting with all different providers and customers in the region. • Incident management through coordinating several teams distributed across the organization, providing RFO for customers. Show less

Started as tech support for specialized hardware/software. Grew to Infrastructure design and Solution implementation. one of the funniest most entertaining jobs I've ever had, learned a lot about the advertising bussiness.

Cornerstone of my career, picked up all the skills a real syadmin would need, all under Linux/UNIX platform. From firewall design, security policies implementation, mission critical environment to crisis containment.

Bs, Computer Engineering

Education record

Education record