Christopher Castro Email & Phone Number

Hamilton, Bermuda, Bm

- Managed procurement processes by submitting and tracking orders through NetSuite- Oversaw and monitored the process of equipment returns to ensure accurate tracking and accountability- Managed and troubleshot video monitoring Network Video Recorders (NVR) to ensure optimal performance and reliability- Supervise and train staff in troubleshooting techniques, ranging from basic to advanced levels- Create workflow and procedures for handling new equipment and processes- Facilitate the imaging, deployment and set up of computers (PC and Mac) and peripherals- Install and troubleshoot printers and scanners- Manage new employee onboarding and training- Provide excellent customer service by explaining processes in a step-by-step manner- Provide senior-level support (L1-L3) by troubleshooting and resolving user computer problems - Respond to trouble tickets/support requests via telephone, email, video, and in person- Supervise personnel on IT performance and took corrective action- Support technical issues on location, in person, and remotely - Support A/V equipment including videoconferencing and online chat services- Support the onboarding and offboarding of company global employees- Took inventory of equipment periodically- Travel to multiple out of state locations to support company IT implementation

Abingdon, Oxfordshire, Gb

- Reviewed support logs for Sophos Endpoints- Provided support through various methods to clients- Supported Sophos Central Admin, Sophos Endpoint/Server- Configured Sophos Central Admin settings to meet customers’ needs- Applied strong technical and excellent organizational and time management skills- Remained highly motivated to achieve client satisfaction- Created customer facing KB articles for Sophos- Handled RCA cases relating to Threat, Endpoint and or Server Cases

Fairfax, Va, Us

- Provided Tier 1, 2, and 3 support for Invincea Endpoint Protection- Assisted with processing threat detections submitted by customers or found in software- Trained newly hired employees and guide colleagues- Created, maintained, and updated guides for software and supported clients through telephone, messaging, and emailing applications- Created software-specific custom applications- Assisted company personnel using various operating systems- Reviewed support logs for Invincea Endpoint and IMS- Utilized Linux commands to troubleshoot IMS- Provided support for Splunk/SIEM Integrations- Reviewed support logs for Invincea Endpoint and IMS and reputation scoring against Virus Total, Reversing Labs, MetaScan, and Cynomix.- Use process logging software to pinpoint Invincea-related issues- Create workaround procedures when standard procedures have failed and ensure issues are resolved

Washington, Dc, Us

- Provided help desk support for regional and global users via phone and ticketing system and performed hands-on support for all computer systems.- Facilitated the imaging, deployment, and set up of computers (PC and Mac) and peripherals and provided audio/video support to both staff and clients in their meeting and/or conferencing needs.- Assisted and trained other helpdesk associates and provided support with mobile devices, applications, peripherals, or other technologies.- Engaged service providers and vendors in logging support or service tickets and maintained accurate inventory of IT Equipment (laptops, peripherals) loaner pool, and equipment.

Mclean, Va, Us

- Provided technical support and troubleshooting to customers- Diagnosed and repaired common hardware and software issues- Installed, configured, and upgraded computer hardware and software systems- Maintained user/phone list within provided applications and assisted in the administration of Microsoft Exchange email system- Investigated technological problems, and recommended solutions- Tracked and logged helpdesk incident reports within the helpdesk database- Utilized company ticketing system to support clients and users- Created guidelines for the helpdesk and provided telecommunications support through Mitel's Ops Management Software- Assisted the Network Administrator with cost comparisons- Researched Defense Security Assistance Management System to aid with solutions and the development of organizational business models- Aided users with the functionality of video teleconferencing equipment

Atlanta, Georgia, Us

- Supported clients either by phone or in person, troubleshooted/reinstalled Windows XP and Windows 2000, repaired and recovered files from Windows as needed. - Troubleshoot Dell/IBM laptops, trained employees with the use of provided software- Documented, maintained, upgraded, or replaced hardware and software systems- Identified, analyzed, and repaired product failures, ordered and replaced parts as needed- Recommended which products or services best fit the customers' needs

Hanover, Md, Us

- Set up 2 conference rooms with call center equipment, was responsible for troubleshooting DSL, phones, laptops, and cash registers, and upgraded and migrated PC from Windows 2000 to Vista- Took inventory of all the equipment at various businesses, installed and relocated PCs and laptops, and installed Electronic Shelf Labeling and Xerox printers

-Managed installation of HP servers, sent data packages via FTP, and managed project requests for new workstation deployments- Provided testing for desktop applications after critical changes were made, interacted with clients and staff to assist with complex technical issues, and provided hardware technical assistance to novice users and support readily- Resolved system hardware, software, and communication failures and conflicts, supported Windows 2000/XP environment, installed and uninstalled computers, printers, and bank peripheral devices, and performed cable management of installed equipment- Worked independently in a business environment

- Installed and maintained security cameras and microphones to ensure the safety and security of the premises.- Resolved complex software and hardware issues, ensuring minimal downtime and maximum productivity for end-users.- Provided technical support and assistance to employees in resolving PC-related issues and ensuring smooth operation of computer systems.- Uninstalled and reinstalled workstations and peripherals and ensured proper network connectivity, drive mappings, and compatibility of network cards.- Conducted daily maintenance of desktop systems and installed new applications to enhance system performance.- Troubleshoot laptop and desktop problems, researched and diagnosed desktops and laptops surrounding Windows, and installed and configured OS, networking, email, and hardware/peripherals.

Network Technologies, Computer And Information Sciences And Support Services

A+ Certified Technician, Information Technology