Robert Casto Email & Phone Number

Phoenix, Az, Us

Scottsdale, Arizona, Us

Managed the support staff and provide coaching, guidance, and direction to team members globallyBuilt a global helpdesk team (Mexica, Ukraine, India, US) as the company grew from 200 to 2000 employeesAdministered/Deployed Key systems such as Microsoft365, GSuite, Attlasian, Okta, MimecastManaged and coordinated urgent and complicated support issues. Acted as escalation point for all requests and incidentsDetermine root cause of issues and communicate appropriately to internal and external customersPoint of Escalation for team and hands-on resolution as required Provide accurate reports and metrics on team performance on regular cadenceCreate and utilize KPIs to measure, monitor, and ensure the team's ability to meet or exceed Service Level Agreements (SLA)Planned and Budgeted for fiscal year department expenditures

Scottsdale, Arizona, Us

Helpdesk ticketing systems, Ticket workflow, and meeting SLAs to completion.Installing and administering Windows 7 and Apple OSX 10.X, including Microsoft Office Suite. Windows Server Administration, including Server 2008 and 2012, Active Directory, DNS, and DHCP.Knowledge of Microsoft Exchange Server 2013 including account creation, permissions, email flow and troubleshooting user and Outlook issues.Maintaining hardware, Desktops, Laptops, and Servers including memory, hard drives, and card upgrades. Call for warranty repair and follow up with vendors when needed.VOIP Phone Systems, Add, Move, Change procedures. Phone troubleshooting.Knowledge of Networks, IP Addressing, DHCP, DNS, Cabling.Microsoft Hyper-V or VMWare ESXiWatchguard Firebox FirewallsRSA SecurID Authentication ProductsDell Kace Systems Management Suite

Mesa, Arizona, Us

Configured, documented, upgraded, repaired and/or decommissioned desktop and laptop computer hardware following standard operating practices.Procured, tracked and maintained company software, purchase records and usage to ensure licensing compliance. Maintains IT software license database and audits installed computer base to verify the accuracy of license database records. Ensures software media and site licenses are secured within the information systemsConducted research on desktop products in support of PC procurement and development efforts. Evaluates and recommends products for purchase.Administrated all SaaS, network, Active Directory, applications, security and file server systems.Worked with our Development team on the implementation of new technologies Project Manager for helpdesk migration (Fogbugz to Zendesk), Email Migration (Exchange to Google Apps) as well as Integra’s cloud firewall and MPLS deployment

Mesa, Arizona, Us

Troubleshot computer hardware and software including but not limited to mobile phones, desktops, laptops, and Microsoft Windows environment.Troubleshot server/client applications and basic TCP/IP communications problems. Prepared status reports and update management accordingly.Analyzed desktop, laptop and systems performance indicators to ensure system(s) are operating efficiently.Received and responded to service requests and problems in a customer service oriented manner. Promptly acknowledges, prioritizes, tracks and documents service requests and problems. Notifies customers of the status of issues as appropriate.