Customer Information Technology

Raul E. Castillo

PERSONAL INFORMATION

Permanent Address: 25410 Glen Loch

Spring, TX 77380

E-mail: *************@*********.***

Phone Number: 832-***-****

EDUCATIONAL HISTORY

**** – 2004 Information technology and Business Administration

Montgomery County Community College

1998 - 2001 Information Technology

The Woodlands High School

EXPERIENCE

Self-employed PC repair, February ’11 – Jan ‘14

Troubleshooting of computer hardware / software, backing up PCs, performing installations of Windows

operating systems. Virus removals, remote assistance, optimizing installations. Hardware replacements.

Braintek Helpdesk, November ’10 – January ‘11

Troubleshooting of computer hardware / software, backing up PCs, performing installations of Windows

operating systems. Virus removals, remote assistance, optimizing installations. Hardware replacements.

Assist customers on the phone or through email with various issues, including network problems. Logging

into server and checking for problems. Setup Blackberry, iphones and Android devices. Log backup issues.

Internet America Level 2 Support Technician, Oct ’08 – Oct ‘10

Responsible for handling incoming calls from customers. Diagnosed and troubleshot problems associated with

the customer's connection, configuration, and general hardware/software issues. Answered customer billing

questions, perform general account maintenance, and document all contact with the customer appropriately.

Acted as a customer advocates responsible for handling customer issues escalated to upper management. In

addition, replied to customer emails, worked open tickets in the system, and performed various tasks handed

down by management.

Skils Required: Networking TCP/IP Configuration & Behavior Home Router Configuration Firewall and

Anti-Virus software Knowledge of basic routing

Hostgator Customer Support, Oct ’07 – April ‘08

Front line support via live chat and telephones. Troubleshooting a variety of technical and non-technical issues

customers are having with their web hosting plans and services. Provide technical support for level one

escalation issues via helpdesk. Performs miscellaneous job-related duties as assigned.

Skils Required:

● Ability to work well with a team in a fast paced, constantly changed environment and follow

instructions from supervisors and senior colleagues.

● Knowledge of FTP, DNS, cPanel and WHM

● Ability to multitask and meet specific goals set by supervisors and management.

● Ability to troubleshoot basic web hosting and technical procedures as needed.

Contact this candidate