Martin Castillo Email & Phone Number

West Orange, Nj, Us

West Orange, Nj, Us

• Managed the creation and upkeep of incident logs, ensuring detailed documentation of issues, actions taken, and system status. Ensured all activities met regulatory standards and were audit-ready while maintaining system integrity during recovery operations.• Improved recovery (CrowdStrike) operations by ensuring timely site check-ins, coordinating essential equipment logistics, and conducting initial site surveys to address critical system issues quickly.• Conducted thorough server remediation using CrowdStrike Recovery, ensuring all systems were free of threats and fully secured. Monitored and responded to real-time security alerts, applying necessary patches and updates.• Efficiently managed Tripp Lite and Belkin KVMs to maintain seamless access to multiple servers during remediation. Ensured proper configuration and functionality of switches to support uninterrupted server management.

• Implemented ITSM best practices to streamline incident management processes, resulting in a 30% decrease in resolution times, enhanced customer satisfaction, and increased retention rates.• Wrote comprehensive SOPs that improved service delivery efficiency, which was recognized for enhancing the customer experience and was adopted company-wide.• Facilitated a seamless partnership between the Engineering, Product Management, and Customer Success teams, contributing to a 15% acceleration in product development cycles based on customer feedback.• Played a crucial role in the on-call emergency customer support team, ensuring 99.9% uptime for essential customer systems through effective alert triage and escalation processes.

• Successfully led the complex technical integration of 40 M&A projects, resulting in zero downtime and smooth go-lives, ensuring business continuity and minimal disruption.• Configured and successfully executed a data validation process using GoodSync, synchronizing AWS Data to specific M&A Landing Zones and facilitating a 20% faster data migration timeline.• Enhanced management's understanding of work progress through assigned deals by delivering weekly status updates, which led to a 15% reduction in escalations and a 25% improvement in stakeholder satisfaction.• Improved mail configuration process by implementing MX Cut, resulting in a 30% reduction in email delivery time and increased productivity for end users.

New Jersey, United States

• Achieved a 25% enhancement in product tracking and real-time data accuracy by implementing Bizerba machinery, leading to a 25% improvement in production line efficiency.• Restructured network cables, leading to a 40% increase in production line efficiency, reduced connectivity issues, and enhanced production flow.• Safeguarded sensitive data by guiding 50+ users through VPN password updates, ensuring 100% compliance & network security.• Managed information security compliance controls and facilitated integrations to ensure data integrity and regulatory adherence, resulting in a secure and compliant IT environment.• Ensured data integrity and regulatory compliance by managing information security controls for a secure IT environment.

New York, New York, United States

• Revolutionized the retail experience across 15 locations by implementing new POS systems, digital signage, and VoIP solutions, driving a 35% increase in transaction speed and customer satisfaction while ensuring scalability.• Sustained 99.99% network uptime by effectively managing ISP relationships and promptly addressing connectivity issues, securing uninterrupted operations for all retail and office locations, contributing to enhanced business continuity and customer loyalty.

New York, New York, United States

• Streamlined the onboarding process for VIP hires, reducing setup times by 50% while ensuring high satisfaction through personalized equipment and software training sessions.• Led the BYOD (Bring Your Device) initiative, which facilitated secure and efficient access to corporate resources and resulted in a 40% increase in mobile workforce productivity.• Provided customer satisfaction expectations through daily visits with individuals to establish their requirements from a hardware or software perspective.• Managed and resolved service requests promptly, ensuring high levels of customer satisfaction and IT support.

New Jersey, United States

• Delivered laptop and desktop support to 10 pharmaceutical companies, including J&J, resulting in increased productivity and seamless operations.• Provided daily support for all conference rooms; charged with executing successful video or voice connections with satellite offices based in Maryland, Canada, California, and Japan.• Created a kiosk with our Business Services Delivery Desk to allow clients to log tickets and schedule appointments without having the customer wait.