John Castillo Email & Phone Number

Seattle, Washington, United States

My main duty is to configure, develop, customize, maintain, administrate, and support enterprise level software applications.▬▬▬▬▬▬▬▬▬▬▬▬▬𝗞𝗘𝗬 𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:• Quickly grasped the BMC Remedy platform’s infrastructure and its software components to provide support to our customers within 3 months of being hired – this includes a 24x7 on-call rotational assignment responsible for assisting various internal teams during complex code releases and… Show more My main duty is to configure, develop, customize, maintain, administrate, and support enterprise level software applications.▬▬▬▬▬▬▬▬▬▬▬▬▬𝗞𝗘𝗬 𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:• Quickly grasped the BMC Remedy platform’s infrastructure and its software components to provide support to our customers within 3 months of being hired – this includes a 24x7 on-call rotational assignment responsible for assisting various internal teams during complex code releases and maintenance.• Assisted in developing custom code workflows within BMC Remedy ITSM to meet the needs of our customers, most notable being the revision of the Change Management process. There have been attempts to complete this project for the past 5 years – I was able to participate to see its completion within 6 months.• Successfully served as the Lead Integrator for our ITSM upgrade from 8.1 to 20.02 with minimal impact to data integrity and software integration workflows.• Engaged in all phases of the Software Development Life Cycle and ensured a functional product that met and exceeded the needs of the customer with an emphasis on documentation. Show less

Seattle, Washington, United States

My responsibility was to collect, analyze, report and load critical data into Comtech systems to support new customer onboarding, service maintenance activities and call routing. I defined data management standards and best practices that support the everchanging data requirements.▬▬▬▬▬▬▬▬▬▬▬▬▬𝗞𝗘𝗬 𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:• Demonstrated the strong ability to understand and work with the detailed VoIP call routing process, earning a quick promotion to manage the addition of… Show more My responsibility was to collect, analyze, report and load critical data into Comtech systems to support new customer onboarding, service maintenance activities and call routing. I defined data management standards and best practices that support the everchanging data requirements.▬▬▬▬▬▬▬▬▬▬▬▬▬𝗞𝗘𝗬 𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:• Demonstrated the strong ability to understand and work with the detailed VoIP call routing process, earning a quick promotion to manage the addition of over 100 PSAP’s (Public Safety Answering Point) to Comtech TCS’ footprint while maintaining a professional rapport with several third party vendors.• Provided tier 2 support, successfully resolving issues pertaining to VoIP call flow, SOI/ALI discrepancies, and MSAG assignments.• Lead troubleshooting efforts with vendors, internal teams, and provisioned correct data while documenting each step in Remedy/ITSM/SharePoint.• Identified an opportunity for efficiency and developed an automated process in VBA that generates customer reports, reducing time to completion from 16 hours to 5 minutes.• Volunteered to independently create an application with C# that manages the deployments of all 8,500 PSAP’s supported by the technologies at Comtech TCS, winning approval for project plans. Show less

Seattle, Washington, United States

▬▬▬▬▬▬▬▬▬▬▬▬▬𝗞𝗘𝗬 𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:• Developed and maintained the website for a startup business venture.• Gathered and refined specifications and requirements based on technical needs• Stayed plugged into emerging technologies/industry trends and apply them into operations and activities

Seattle, Washington, United States

Seattle Pacific is recognized by U.S. News & World Report for its full range of undergraduate and graduate programs — more than 170 areas of study.▬▬▬▬▬▬▬▬▬▬▬▬▬𝗞𝗘𝗬 𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:• Provided exceptional service with end user training, project planning, audio/visual equipment assistance at the highest level support of Help Desk functions, increasing team production by 70% within the first two weeks.• Assisted in the evaluation, installation, and support of new… Show more Seattle Pacific is recognized by U.S. News & World Report for its full range of undergraduate and graduate programs — more than 170 areas of study.▬▬▬▬▬▬▬▬▬▬▬▬▬𝗞𝗘𝗬 𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦:• Provided exceptional service with end user training, project planning, audio/visual equipment assistance at the highest level support of Help Desk functions, increasing team production by 70% within the first two weeks.• Assisted in the evaluation, installation, and support of new hardware and software systems to decrease user submitted issues regarding unfamiliar technologies.• Led and managed more than ten student employees, responsible for their training, evaluations, and task assignments, as well as ensured client requests were being fulfilled in an efficient and timely manner.• Quickly learned unfamiliar system architectures to handle complex requests involving user profile privileges through Active Directory. Show less

Shoreline, Washington, United States

▬▬▬▬▬▬▬▬▬▬▬▬▬𝗞𝗘𝗬 𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧:Assisted those with developmental disabilities to achieve the highest quality of life.