Ryan Castaldi Email & Phone Number

Quincy, Massachusetts, United States

ServiceNow project manager

Boston, Massachusetts

Greater Boston Area

Plat4mation is a boutique ServiceNow partner dedicated to delivering world class ServiceNow products and services. We provide a combination of strategic, functional and technical expertise, motivation and flexibility and are driven to provide maximum value and customer satisfaction. We assist clients all over the world to unleash the potential of ServiceNow to accomplish their Digital Transformation objectives. We provide strategic direction, ensuring that we build out client capabilities in a way that provides maximum value and short time‑to‑market. Our ServiceNow implementation projects are characterized by razor‑sharp delivery that exceed client expectations in all areas, leading to high Customer Satisfaction. Our single platform focus, gives us the ability to implement ALL ServiceNow modules. Since our inception in 2013, we have been successful at delivering award winning ServiceNow Apps that offer unique User Experiences.

Greater Boston Area

Facilitated root cause analysis and remediation of the most impactful problems to the corporation with coordination between technical disciplines, managed service providers, and vendors across all IT systems. Partnered with service owners and technical stakeholders to continually improve the service availability and enhance service offerings. Designed and implemented a ServiceNow Service Portal to streamline processes, reduce administrative tasks, and provide an intuitive interface for IT support teams. Developed procedures for newly created role and trained a team of coordinators as problem process matured within the corporation.

United States

Managed Global Technical Operation staff responsible for Incident, Problem, and Change management in support of all network platforms (voice, data, wireless and security) across the corporation globally. Enhanced procedures for network security incidents, reducing the time from alert to remediation by 20%. Implemented policy for quickly restoring functionality of malware and intrusion detection system components (hardware and software) that were not responding to ensure maximum monitoring coverage. Coordinated between information security and network engineering team to immediately implement changes to address zero-day vulnerabilities or exploits.

Monitored and supported enterprise level open systems environment from production to development. Supported servers running a variety of operating systems including Microsoft Windows Server 2000, 2003, and 2008, Sun Solaris, AIX, and multiple releases of Linux. Worked with multiple vendors supporting hardware and software; including Dell, HP, IBM, Sun, Oracle, and Microsoft. Worked with server teams and applications groups resolving issues to meet SLA’s and business needs.Diagnosed and replaced server hardware; hard drives, array controllers, CPU and system fans.Supported and maintained high availability cluster server environments using Windows clustering and Veritas Cluster Server (VCS) software. Supported and maintained consolidated server environments utilizing hardware and software virtualization such as Sun servers with multiple domains, IBM servers with multiple logical partitions, VMware running on Windows server 2003 and Red hat Linux, and zLinux virtuals running on IBM Z-Series mainframes.Served as point of escalation for Service Desk, Data Center, offshore support teams, and other IT departments. Responded to alerts on servers and network systems and managed priority and escalation.Worked a compressed three day 13 hour schedule to support 24 hour operations.

Quincy, Ma

Monitored and supported open systems environment, coordinating with internal support teams and external vendors to ensure availability of systems.  Consolidated tribal knowledge into well documented procedures for managing the multiple technology platforms used for consolidated and high availability cluster server environments (Windows clustering, Veritas Cluster Server (VCS), VMWare, IBM AIX partitions, Sun Solaris Zones, and IBM mainframe zLinux).

Greater Boston Area

Provided remote support to a diverse global pool of end-users; including password resets, LAN account modifications, software installation/troubleshooting (PC and mobile devices), and incident escalation. Nominated for an ‘Excellence in Action’ award for preventing significant business impact by identifying an issue with an overnight desktop patch that was rolled back before start-of-business.

Servicing and selling computers, peripherals, and components for residential and small business clients. Assembling new computer systems, installing operating systems, and configuring software to user standards. Provided basic computer training to both home and office users. Extensive experience at troubleshooting hardware and software issues, including operating systems, third party applications, and home and small business networks.Managed service department for in house repairs and onsite service calls; including scheduling and assigning tasks for service department, assisting service technicians to resolve issues.