Jonathan Castillo Email & Phone Number

Trumbull, CT

• Served as the primary point of contact to the client(s) regarding overall and day-to-day service delivery. Ensured SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant.
• Ensured that implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the project schedules, risks, scope of work and budget.
• Built and maintained strong client relationships, and participated in client meetings regarding performance to ensure client satisfaction.
• Ensured that operational teams and subcontractors maintain a clear understanding of the client's needs, and provided day-to-day client advice and support.
• Coordinate and deliver global changes related to; hardware refresh, communications, projects, system and application software.
• Ensure that standardized methods and procedures are used to enable the efficient and prompt handling of projects.

Trumbull, CT

• Ensured SLAs (service level agreements) and KPI (key performance indicators) as defined in the Dell/Unilever contract were met or exceeded for the desk side support and Service Desk services.
• Balanced scorecard metrics for this position include: P&L profitability, revenue growth, executive relationship management, & service delivery performance.
• Developed desk side support procedures and process documents to maintain and enhance services.
• Created and maintained Sharepoint site for Desk side technicians.
• Ensured timely resolution of customer escalations.
• Managed the profit margin reducing for desk side services and insured timely and accurate invoicing of time and material services, project work, and change request.

Trumbull, CT

• Provided desk side support for 4,000 users at Unilever remote locations which did not have local dedicated desk side engineers (home sales users, sales offices, distribution centers and manufacturing plants).
• Provided hardware (desktops, laptops and printers) and software support (Unilever applications, MS Office and MS Windows).
• Provided support for implementation of new hardware and software.

Trumbull, CT

• Migration of Unilever Lipton Service Desk to Unilever Trumbull Service Desk laptop SME, developed documentation and process documentation for Lipton systems and services.
• Provided Call Center support for Unilever laptop users using Remedy software tool.
• Provided project support, participating in new application rollout, creating FAQs and support documentation for the Service Desk.

Trumbull, CT

• Trained technicians for a Call Center staffed with 250 technicians to support personal financial software Managing Your Money for major financial institutions (Bank of America, Royal Bank of Canada, Nation Bank, and.
• Trained technicians in computer hardware and software troubleshooting for Windows 3.x, Windows 9x, and Windows NT.
• Trained technicians in web browsers, TCP/IP and internet troubleshooting.
• Created the curriculum for a range of subjects and created computer based (intranet) web based self-paced training.
• Created and maintained the Training department’s intranet site.
• Performed senior tech helpdesk duties in mentoring and developing the skills of level 1 associates.