Nathan Castaldi Email & Phone Number

Alpharetta, Georgia, United States

• LeasePlan USA is now operating as Wheels.
• Implemented enhanced ticketing prioritization system to optimize efficiency and effectiveness.
• Achieved notable reductions in ticket response and closing time through targeted process improvements.
• Served as the primary technical resource for the Deskside Team, providing expert guidance and support.
• Implemented strategies to enhance customer service for both onsite and remote internal customers, resulting in increased satisfaction levels.
• Successfully improved IT quality results for the customer base through meticulous analysis and implementation of best practices.

Alpharetta, Georgia, United States

• Implemented a comprehensive update and optimization of the ticketing prioritization system.
• Achieved significant enhancements in ticket response and closing time through targeted enhancements.
• Acted as the designated technical authority for the Deskside Team, providing expert guidance and support.
• Successfully enhanced customer service for both onsite and remote internal customers, resulting in elevated satisfaction levels.
• Demonstrated a track record of improving IT quality results for the customer base by implementing effective measures.
• Assumed a leadership role in planning and overseeing IT revitalization projects to drive innovation and align technology with organizational objectives.

Alpharetta, Georgia, United States

• Ensured the delivery of outstanding end user experience and effective communication throughout the organization.
• Provided comprehensive training to newly hired contract employees, equipping them with the necessary skills and knowledge.
• Successfully executed the deployment of new laptop computers to end users, encompassing meticulous unboxing, connection of cables and peripherals, verification of data transfers, execution of scripts, and secure.
• Efficiently relocated computers from one network location to a new network location, ensuring seamless continuity of operations.
• Maintained the integrity of inventory by consistently updating asset information.
• Expertly re-imaged computers with Enterprise standard software to uphold system consistency and adherence to organizational standards.

Greater Atlanta Area

• Provided regional IT operational management and leadership for multiple business units totaling 500 end users in accordance with global standards.
• Effectively led and managed a service desk team consisting of both direct and indirect reports, providing comprehensive support to local and remote users within the organization.
• Successfully achieved service level agreements (SLAs) while concurrently enhancing customer satisfaction levels.
• Strategically reduced mean time to resolution (MTTR) statistics for tickets with regional impact, ensuring swift and efficient resolution.
• Played a pivotal role in the successful implementation of global service desk standards within the region, harmonizing processes and improving operational efficiency.
• Spearheaded user training initiatives and oversaw seamless data migration during the adoption of cloud services, ensuring a smooth transition and minimizing disruptions.

London, United Kingdom

• Oversaw meeting room and video conferencing facilities, managed after-hours event space, and provided deskside IT support for regional corporate leadership and VIP guests.
• Implemented a cutting-edge software solution to modernize the management of meeting room equipment, enhancing efficiency and productivity.
• Led the development and implementation of room booking workflows specifically tailored for the rollout of Skype for Business, ensuring seamless and streamlined scheduling processes.
• Successfully created and deployed a digital bulletin board across the entire office, providing a centralized platform for timely and relevant information dissemination.
• Stepped in and facilitated new user orientation sessions in the absence of senior leadership, ensuring a smooth onboarding experience and comprehensive understanding of organizational policies and procedures.

London, United Kingdom

• Leveraged broad-based expertise to manage problem identification, diagnosis, resolution, and escalation via helpdesk system using telephone and remote tools.
• Established and consistently maintained a shared knowledge base, documenting known errors and effective workarounds to enable efficient issue resolution and promote knowledge sharing within the organization.
• Fostered close collaboration with Network Operations to promptly address and troubleshoot service outages, ensuring minimal downtime and swift restoration of services.

London, United Kingdom

• Leveraged broad-based expertise to manage problem identification, diagnosis, resolution, and escalation via helpdesk system using telephone and remote tools.
• Established and consistently maintained a shared knowledge base, documenting known errors and effective workarounds to enable efficient issue resolution and promote knowledge sharing within the organization.
• Fostered close collaboration with Network Operations to promptly address and troubleshoot service outages, ensuring minimal downtime and swift restoration of services.

Atlanta, GA

• Provided effective and efficient front-line support directly to customers to answer questions, resolve issues, and disseminate information.
• Conducted comprehensive troubleshooting, repair, and maintenance of computer systems, hardware, peripherals, and telephony equipment, ensuring optimal functionality and minimizing disruptions.
• Utilized analytical skills to evaluate system requirements, effectively isolating and resolving a diverse range of technical issues to ensure smooth operations.
• Received the honor of representing my store at the prestigious Microsoft conference, MGX 2013, demonstrating recognition for exemplary performance and expertise.
• Strategically planned and organized the logistical aspects of the Xbox One console launch day, managing customer foot traffic and ensuring a seamless and enjoyable experience for all customers involved.

Greater Atlanta Area

• Responsibilities
• Delivered exceptional computer help desk support to end-users through effective telephone communications, ensuring prompt and accurate issue resolution.
• Conducted thorough diagnostics and troubleshooting of proprietary system issues, meticulously documenting help desk tickets and resolutions for comprehensive record-keeping.
• Collaborated closely with Tier II and III help desks across the United States to address complex problems that required escalation, leveraging collective expertise to achieve timely resolutions.
• Provided detailed and comprehensive descriptions of issues within the in-house ticketing system, facilitating efficient tracking and follow-up processes to ensure swift resolutions.

Marietta, GA

• Key Achievements
• Leveraged a proficient understanding of computer programming to develop, thoroughly document, and successfully deploy a mobile application tailored for warehouse operations.Responsibilities
• Administered and maintained internal network and computing resources, ensuring their optimal functionality and security.
• Delivered comprehensive pre- and post-sales technical support to both existing and potential customers, addressing inquiries and providing effective solutions.
• Expertly staged products and equipment for customer deployments, ensuring seamless implementation and setup.
• Installed products and equipment in customer environments, ensuring proper configuration and integration with existing systems.

Web Development Boot Camp, Full Stack Web Development

Bachelor Of Science - Bs, Information Technology

• Learned large-scale network administration. • Learned to use tools to secure networks. • Professionally communicated in team.

Associate Of Science - As, Computer Science

• Learned software design fundamentals. • Learned how to develop and evaluate software using mathematical and engineering principles. •.