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 contracts are met or exceeded. • 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.• Promotes the organization's capabilities and works to achieve contract extension or to win additional business within the account(s). • Managed Account P&L for North America and Latin America

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.• Designed and activated process to attain new Customer Satisfaction SLA (average 4.6 out of 5.0)• Worked with the cross-organizational Global teams to incorporate Global ITIL practices in multiple countries among 3 regional services desks.• Worked with the Service Desk and field service in the development of remote support solutions to reduce Unisys costs and enhance the customer experience and satisfaction.• Functioned as Change/Project manager, managing contract change request meetings. Project manager for desk side support projects including scoping, pricing, resourcing, managing and invoicing.

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 Fleet Bank).• 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.