Robert Castro Email & Phone Number

Oversees a team of engineering professionals, responsible to work with our client to collect, document, verify and deploy our services• Work closely with senior leadership on the overall vision and direction for client onboarding• Responsible for execution for strategic and tactical plans for the client onboarding and experience• Identifies and approves the selection and design of onboarding, processes, systems, and tools along with the best practices to support• Drives the development of meaningful metrics to monitor project status, risk, and success• Maintains ad‐hoc reporting and dashboards, provides scorecard input• Functions as a management escalation point, monitors issue escalations and works with cross‐departmental teams to resolve• Identify opportunities to add ongoing value to customers• Build and maintain effective working relationships with internal organizational customers (sales, product, engineering)• Conducts/leads team meetings, 1‐1s, 555s, reviews• Responsible for overseeing operationalizing new products• Responsible for long term planning, hiring and performance management• Responsible for assignment of new work, daily time approval, leave approval, CoC Approval• Responsible for team career development, training, and support

Ntiva provides Managed Services to businesses of all sizes. We have many departments and I work remotely on the “Onboarding Team”. I am the lead engineer on projects and am responsible for onboarding and decommissioning clients. I work successfully with our Project Managers to complete the projects on time. I manage all technical aspects of the onboarding and offboarding of clients. I train new engineers and am an escalation point for the team. I help build process and procedures.Projects:• Azure: Create servers and infrastructure, implement backups, setup VPN tunnels, etc.• VMWare / Hyper V: Setup the hypervisor and create servers for IDR and Vulnerability Scanner• Deploy Automate / Addigy / LogicMonitor / OracleDNS / Liongard / SentinelOne / Zix / DattoExperience with following internal systems/tools:• Automate: RMM tool used to connect to Windows machines and gather data• Addigy: : RMM tool used to connect to Apple machines and gather data• LogicMonitor: Monitoring network, servers, and other equipment• ITGlue: Document management program• Cisco Umbrella: Used for content filtering• Bit‐Defender: Anti‐Virus• SentinelOne: Anti‐Virus• Zix: Anti‐spam• Datto: Backup• Liongard: Change ControlCollaborations:• Backup Team: We install and setup the Datto / SkydataVault/Veeam for them to monitor it• Service Desk: We document all information received from client and create new documentation for the projects that we complete or from discovery efforts. This helps them support the client after turnover• Field Techs: Since we are remote, we work with field techs to document and be our hands to complete tasks• Vendors: We work with vendors to assist with any issues that arise when coming on board with us• Onboarding Engineers: Escalation point for technical issues.• Onboarding Project Managers: Communication with the PMs to complete the projects in a timely manner

Austin, Tx

Ricoh ITS provides Managed Services to businesses of all sizes. Being managed services, we have many departments and I work remotely on the “Onboarding Team”. I am the lead engineer and is responsible for onboarding and decommissioning a client. Projects take anywhere from 6-8 weeks for decommission and 2-10 months for onboarding.Projects: • Amazon Web Service: Create servers and infrastructure in AWS, this includes load balancing, setting up the firewall and DNS, s3 storage, snap shots, VPN tunnels, etc.• Azure: Create servers and infrastructure, implement Azure AD setup backups, setup VPN tunnels, etc.• VMWare / Hyper V: Setup the hypervisor and create servers• Office365: Create O365 tenants and migrate email data into the service. Assign licenses and setup desktop clients. Deploy OneDrive.• Networking: I have built firewalls/switches to be deployed into the client environment. Get them ready for monitoring. • Wireless: I setup Cisco and Meraki devices and register them. We ship and have field techs install themExperience with following internal systems/tools:• Kaseya: RMM tool used to connect to machines and gather data• LogicMonitor: Monitoring network, servers, and other equipment• ServiceNOW: Document management program• OpenDNS: Used for content filtering• Trend Micro: Anti-Virus• SentinelOne: Anti-Virus• BullWall: Ransomcare• Reflexion: Anti-spam

Austin, Texas, United States

MindSHIFT provides Managed Services to businesses of all sizes. I am on the Field Team, one of 3 members for a client that brings in $85k per month in MRR and the escalation point for the client.Day to Day Operations:• Networking: configured routers / switches / APs• Server support can be anything from resetting a password, publishing apps to the Citrix server, or getting the exchange server working again. Created active directory accounts, installed applications, and removed infections. Created VMs, corrected DNS issues, and restored files/folders. Troubleshot storage issues and wireless issues as well.• Set up phones and tablets with email. Setup and troubleshot VPN/Citrix connections. Setup hotspots and ISP provided aircards. I also provide support for their personal equipment on a case by case basis. Assist with getting Internet restored as well.• Encrypt computers as well as email. Lock down servers from being illegally accessed. Deploy onsite and off-site backups.Projects:• 12,000 sq. ft. Outpatient Clinic: Project took 2 months in which I directed 2 technicians. Set up a temp work location while the place was being built consisting of one laptop and Sprint Hotspot. I imaged most of the 35 HP desktops/laptops, configured 2 HP switches, configured a HP router, and configured 4 Ruckus WAPs. Installed the router and switches. I then installed the WAPs and confirmed connectivity. Setup the workstations and POE phones in the cubicles. I also configured the 3 Xerox copiers.• Healthcare Corporate Help Desk: Project took 1.5 months in which I directed 5 technicians. Configured and installed a router and 2 HP switches. The computers and printers were moved from the old location and everyone set them up, along with installing new dual monitor stands.Experience with following internal systems/tools:• Kaseya:• SolarWinds• CRM• OpenDNS• Trend Micro AV• Symantec Suite• Veeam/Backup Exec• Carbonite

Austin, Texas, United States

White Glove Technologies is a MSP that supports small to medium size businesses. I worked in Customer Care Tier 2. Handled any issues that came in via phone and email. Escalation point for Tier 1. • Remote Desktop Support for 70 Managed Services Clients• Support Server 2000, 2003, 2008, 2012 server• Support Exchange 2003, 2007, 2010 server• Support Windows 95, 2000, XP, Vista and 7 systems• Troubleshoot Mac computers• Setup/Troubleshoot VPN connections to work locations• Setup Mobile Phones for Exchange email• Create/Disable Active Directory accounts• Use of VNC, VPN, Turbomeeting, and Remote Desktop for remote assistance• Troubleshoot network and server issues• Troubleshoot wireless issues• Support all Microsoft applications i.e. Microsoft Office Suite, Entourage• Troubleshoot Internet and Intranet issues• Installation and removal of software• Remove viruses, malware, and spy ware from computers• Experience with Barracuda spam filter• Support Cymphonix web content filtering• Support Citrix environments• Support Cisco ASA and PIX• Use of tools such as Fireplotter to monitor bandwidth• Support third party firewalls• Work with vendors to support third party applications• Anything that could be troubleshot and/or resolved remotely

Austin, Texas, United States

I worked in the ROC (Remote Operations Center). First and second tier support. Support small to medium size businesses. • Remote Desktop Support for Managed Services Clients• Support Server 2000, 2003, 2008 server• Support Exchange 2003, 2007, and 2010• Support Windows 95, 2000, XP, Vista and 7 systems• Troubleshoot Mac computers• Setup/Troubleshoot VPN connections to work locations• Setup Mobile Phones for Exchange email• Create/Disable Active Directory accounts• Use of VNC, VPN, Turbomeeting, and Remote Desktop for remote assistance• Troubleshoot network and server issues• Troubleshoot wireless issues• Support all Microsoft applications i.e. Microsoft Office Suite, Entourage• Troubleshoot Internet and Intranet issues• Installation and removal of software• Remove viruses, malware, and spy ware from computers• Support Citrix environments• Support Cisco ASA and PIX and other third-party firewalls• Work with vendors to support third party applications• Anything that could be troubleshot and/or resolved remotely