Technical Support Customer Service
Resume:
Jonathan Castro Catig
909-***-**** ● **.*****@*****.*** ● Chino Hills, CA ● linkedin.com/in/j-catig
SUMMARY OF EXPERIENCE
Over 20 strong years of experience as an IT Technical Support in a Large Corporate Environment
Very strong troubleshooting and problem-solving skills.
Strong customer service skills, able to work effectively with clients, vendors, and peers.
Self-motivated individual with the ability to work independently with minimal supervision as well as in a team environment.
TECHNICAL SUMMARY
Operating Systems: Windows 11, 10, and 7, Mac OS, Linux
Software: Office 365, Microsoft Exchange 365, Azure Active Directory, ServiceNow, Webex, Teams, SharePoint, Admin Portal, SalesForce, Outreach, FortiAuth VM, Okta MFA, FortiClient VPN, Datto RMM, Softerra Adaxes, Bomgar Rep Remote, BroadSoft, GoSecure EDR, ESET EndPoint Security, Parallel Client, Citrix, ShoreTel, SCCM Imaging, Partition Magic, Norton Ghost, Remedy, ADP/ PeopleSoft Payroll System, MS SQL/ Oracle Database, Crystal Reports, CMS Unix
Networking: TCP/IP, DNS, DHCP, VPN, VLANs, Wi-Fi troubleshooting
Hardware: Desktop/Laptop repair, Printers, Scanners, Mobile devices, Cisco/Polycom/ShoreTel VOIP phones, Lucent-ISDN, NEC-PBX
PROFESSIONAL EXPERIENCE
TPx Communications - Rancho Cucamonga, CA 8/04-4/23
Sr. Desktop Support Specialist
Provide Tier 2 and Tier 3 technical support to1200+ end user resolving escalated tickets related to desktop hardware, software, and network connectivity issues.
Administer and troubleshoot Microsoft 365, including user account setup, permissions management, and mailbox troubleshooting.
Implement system imaging and deployment solutions using SCCM, improving workstation setup times by 25%
Collaborate with IT Team members to maintain and upgrade network infrastructure, including switches, routers and access points.
Assist with Windows Server Administration including Active Directory, Group Policy, and file permissions management.
Train junior desktop support technicians on best practices and troubleshooting techniques, improving team efficiency and service delivery.
Participate in IT projects, such as hardware refreshes, software rollouts, and office relocations, ensuring minimal downtime for end users.
Document technical procedures and create end-user guides for common tasks and troubleshooting.
Manage and support user AD accounts, network/folder permissions, VPN access, MFA access, Webex/Broadsoft access, terminal access.
Configured, maintained, deploy, troubleshoots, and repaired workstation, laptops, tablets, mobile devices, multifunction printers, VOIP phones, audio/video conferencing equipment, telecommunications equipment, and peripherals.
Monitor, utilize, submit, resolve, and document all Incident/Problem/Change records in ServiceNow ticketing systems.
Provide support, maintain and administration of the OU structure and GPO within Active Directory.
Handle laptop provisioning, onboarding, off boarding, leave of absence, setting up laptops (PC), and on-site/off-site onboarding for new hires.
SARCOM - Torrance, CA 11/01-8/04
Assigned Project: Metropolitan Water District, Washington Mutual Bank, SBC Telecom, Mazda Corp, Honda Corp, Advanced Solutions Inc, Siemens Business Solutions, Tallgrass Technology, Gentiva Health Services.
IT Support Engineer
Provide on-site & remote support to various companies requiring network, desktop, laptop, POS, printers, scanners, copiers, and other peripherals, legacy equipment installation & repair
Support software applications & configurations, e-mail, network connectivity.
Analyzed, Troubleshoot, Repair, Optimized and resolved issues in expedient manner.
Retrieved and backup old laptop configurations, settings, network drives, printers and data.
Perform and manage telecom pots lines and network data adds, moves, and changes.
Setup and install Cisco Content Engine 510, Cisco 1760 router and Cisco 3550 switch.
Provided end-user service and support for both stand-alone computers and LAN/WAN settings.
Image creation, testing and deployment using Norton Ghost software.
Planned, installed and maintained premise data cabling, hubs, and routers.
Software and Hardware Installations, Data Migration, System Re-Imaging, and Integration of new
and existing software packages using WinInstaller.
FREMONT COMPENSATION INSURANCE GROUP - Glendale, CA 11/97-11/01
Systems Administrator
In charge of building and maintaining Compaq servers (1850R, DL380, 6000, 6500, 8500 & Clone PCs). Configured servers with Windows NT4.0, NT4.0 Enterprise, Windows 2000 Advanced Server, with IIS 4.0, PC Anywhere 9.2 and MS SQL 7, Enterprise, Client and 2000 Enterprise.
Installed various hardware configurations including Compaq Smart Array 3200, 3100ES, & 4200 array raid controllers & Fiber Channel config, 100Mb and Cisco Fast Ether Channel configuration.
Perform and maintain daily backups using Veritas Backup Exec.
Planned and deployed rollout of new proprietary software package and equipment upgrades for
over 1,000 users as part of nationwide consolidation project.
In charge of deploying, configuring, and supporting VPN client user access through DSL or Cable
connections and remote Dial-up end-users’ connections.
Duties included all hardware/software installation, configuration, troubleshooting, maintenance, upgrades, relocation, and inventory of computer equipment and other legacy systems.
Migrated the servers and PCs from Windows NT to Windows 2000
EDUCATION
Bachelor of Science in Electronics and Communications Engineering (BSECE)
Feati University, Manila, Philippines
Database Specialist
Cal Poly Pomona - Center for Advanced Computer Technology (CACT)
TRAINING AND CERTIFICATIONS
VMWare Infrastructure Administrations I - Saisot
MS Windows Administration with Powershell - Saisoft
Configuring Cisco Network Devices I & II – Saisoft
Linux System Administration I - Saisoft
Installing and Configuring Windows Server 2016 - Saisoft
Microsoft Exchange 2010 Server Installation – Saisoft
CompTIA A+ Certified PC Technician
Dell Certified Technician
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