Christian Castro Email & Phone Number

Calgary, Alberta, Canada

• Efficiently manage and resolve incidents, ensuring swift issue resolution and high customer satisfaction.• Provide technical support and troubleshooting for user IT issues through Service Desk operations.• Set up, image, and configure laptops, including support for user migrations and account management.• Maintain and audit the Incident Management Database, ensuring accurate logging and categorization.• Administer access control and monitor for policy violations, supporting security audits and testing as needed.• Collaborate with Infrastructure, Applications, and Operations teams to resolve incidents and improve service delivery.• Identify and address training, documentation, and technical support needs.• Uphold professional standards, accountability, and integrity across all tasks, contributing to Help Desk improvements and change management initiatives.

Calgary, Alberta, Canada

• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft and VMware.• Support services for Microsoft related technologies: Windows Server, Exchange, Azure, 365, etc.• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.• Remote access solution implementation and support: VPN and Terminal Services.• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.• Escalate service issues that cannot be completed within agreed service levels.• Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.• Document internal processes and procedures related to duties and responsibilities.• Responsible for entering time and expenses in ConnectWise as they occur.• Enter all work as service tickets in ConnectWise.• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.

Cebu, Central Visayas, Philippines

• Provide timely and efficient IT technical support and assistance for issues related to computer systems, software, hardware and resolve problems to more than 10,000 global users via phone, email and in person.• Walk the users through the problem-solving process mostly users from the USA, China, India and Philippines.• 1st and 2nd line support – troubleshooting of IT related issues from in-house software to hardware such as Mobile device, Laptops, PCs and Printers.• Manage and Administer Office 365 Services: Exchange, SharePoint, OneDrive, and MS Teams.• Monitor tasks or tickets assigned to the queue and process first-in first-out based on priority using Alloy Ticketing system.• Manage users and computers to proper groups in Active Directory and manage the AD security procedures.• Helping the end users to configure VPN and Multifactor Authenticator.• Installing, modifying and configuring computer software and applications (e.g., Adobe Creative Cloud products, Click-Once Applications, Office 365, Browsers, Avaya, CMS Supervisor, CRM, Outlook Email Client, AS400 System and Symantec Endpoint Protection both for Windows and MacOS Computers etc)• Set-up Office 365 phone applications both for Android and IOs system (Multifactor Authenticator, MS Teams, Outlook and other Office 365 applications)• Expert of all items: Active Directory support, Printer Support, Remote Desktop Support, VPN, MAC OS, Windows OS, AS400 System and a wide variety of troubleshooting and repairs both hardware and software.

Cebu, Central Visayas, Philippines

• Hands-on operational position requiring technical knowledge and expertise within cloud and virtualization• Engage in Inbound calls for Clients with primary Cloud Server concerns• Initiate Outbound call and appointment setting• Analyze and Conduct Evaluation for Cloud compatibility system (Run Speed test, Trace and Ping)• Providing remote control troubleshooting assistance• CAL Creation and Management• Database Migration• Perform daily connectivity maintenance• Software Updates• Providing Database access and Managing Third Party Integrations• Managing/ Troubleshooting Scan and Print using Terminal Services

Cebu, Central Visayas, Philippines

• Receive inbound calls worldwide for web issue concerns from clients• Initiate Outbound call and appointment setting• Control Panel administration and management• Providing remote control troubleshooting assistance• Shared hosting account management• Manages Database Migration• SQL and MySQL assistance• Email management• ICANN knowledgebase• Domain Management• Domain Registration• Providing Database access• Management for Web storage• Assist in Website creation using Website builder, WordPress and other web applications.• Search Engine Optimization• SSL support• SH Management• Web Analytics• Managing DNS and MX Records• Product upselling