Joel Castillo Email and Phone Number

• Provided comprehensive IT Network Infrastructure services to a diverse clientele, delivering user support and device management aligned with the ITIL framework, encompassing Incident, Service, and Problem Management principles.• Managed multi-client support responsibilities with a focus on customers based in Australia.• Resolved infrastructure issues and problems by delivering Network Infrastructure support tailored to meet customer needs.• Conduct L2 to L3 support by directly communicating with the users, customers, and vendors • Conduct firewall policy rules implementation, port forwarding, NATting, and connection troubleshooting.• Conduct Wifi and Switch configuration and troubleshooting • Conducted regular Firewall, router, switches, and Wifi firmware upgrades, License, Certificate updates, and health checks for customer devices to ensure optimal performance and security.• Updated infrastructure documentation for customers' Networks to maintain accuracy and completeness.List of supported/maintained technologies:- Palo Alto, -Fortigate,- Sophos, and -ASA Cisco Firewall and Switches- Dell, - Juniper, - Aruba Central, - Ubiquity, - Mist, -Azure Network-F5, -Meraki