Juan Castellon Email and Phone Number

Provide tier 1 and 2 support to our end users via phone, email or in person.Provide Tier 3 support to our administrator technicians across statewide offices.Create and modify PowerShell scripts to automate IT configuration.Develop applications in powerapps using Flow, Excel, Forms and Sharepoint online.Manage and deploy custom SharePoint solutions, document libraries and files for the company's Intranet portal and creating sites.Create and modify IT documentation and Standard Operation Procedures for our IT Products.Unboxed, imaged, configure and Q/A mobile devices.Provide training to new incoming technicians.Manage the life cycle process into a release cycle and production following the Agile Developmentmethodology.Collaborate with other Government agencies to gather information about mobile architectures, security concerns, and lessons learned.Move components from a testing environment through the change and configuration management processParticipate in technical R&D discussion with Shareholders and engineers to address engineering challenges or solutions for future productsManage Certificate Authority servers and generate and revoke digital certificates for IT devices.

Handle daily technical support activities on desktop support, including installing and troubleshooting software applications.Manage users accounts and group policies using Microsoft Active Directory.Delegated and handled tickets to make sure they are properly resolved or escalated.Assists with office moves and desktop refresh projects.Provide technical assistance for VIP members in the office in a highly professionally manner by providing daily updates and follow ups.Assisted with decommission process of end of life devices.

• Managed user accounts using Active Directory to create new domain accounts, provide controlled access to existing network shares. • Migrated VMs across hosts within a HA cluster to perform maintenance tasks on ESXi hosts. • Created clones from existing VMs. • Deployed several VMs from Templates and customized their configurations as-needed. • Perform SCAP scans and review data with the STIG viewer to access and remediate vulnerabilities.

Assist users with account issues via Active Directory and RSA console.Configure, upgrade and troubleshoot VMware player configuration settings.Diagnose, troubleshoot and resolve a range of software, hardware and LAN connectivity issues with mobile devices.Conduct hardware and software scan for laptops.Request, generate and import SSL certificates for laptops on a daily base.Unbox, label, document and image new laptops.Configure and perform quality assurance on all re-image laptops.Schedule and train End Users on the requirements to obtain and utilize their laptops.Answer incoming calls and provide assistance via telephone or face-to-face.Receive, modified and properly close out Service Manger tickets on a daily base.Perform desktop and laptop refresh projects.Modified and test PowerShell scripts.Add and modified documentation forms in our SharePoint site.Provide quality customer services relating their laptop devices for 1500 HQ End Users.Collaborate within Agile Scrum teams

● Diagnose and resolve software and hardware incidents in a highly professional manner.● Installed and configure IT equipment/software for users.● Answer incoming calls and provide assistance by remoting into customer’s computer.● Assist customers with backing-up data, re-image computers and restore data in an efficient way. ● Manage Windows Active Directory to add and remove computers in OU groups.● Assist with Windows 10 migration as well troubleshooting Windows 10 issues.● Assigned to ticket Remedy system Queue Manager and fix all work stoppages exclusively.● Train new employees.

-Responsible for installation, configuration, troubleshooting, support and maintenance of PC hardware including desktop, laptop, air cards, and VTC devices.-Performed troubleshooting techniques over the phone or remotely using Remote Assistance to identify and resolve issues.-Manage Windows Active Directory to add and remove computers of OU groups.-Diagnose and resolve Microsoft Outlook 2010/2013 issues.-Accurately processed and documented incident requests using the Remedy ticking system.-Use basic networking skills to check network connectivity, configure IP's and add/remove computers to domain network.

-Responsibility to handle customer's service request. -Interacted with customers face to face and over the phone with their inquiries and concerns about new products.-Handle and manage the use of cashier services.-Enhance organization and teamwork skills when performing top stocking or recovering products.

• Providing first level technical support to employees.• Installed phones, printers, monitors and software drivers.• Scanned and cleaned up computers with malicious firmware.• Installed and configured Apple OS hardware systems.• Diagnose and solve employee’s problem and guide them via phone or video messaging.• Review and logged tickets into the system.