Support Security
Resume:
Josell Castillo
New York, NY
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PROFESSIONAL EXPERIENCE
Zones Nfrastructure-Microsoft (Albany, NY) November 2019- Present Help Desk Support Specialist
• Provide day to day technical support for computer equipment and services
• Assist in setup and deployment of new devices, troubleshooting basic hardware and software applications, network connectivity, and network printing
• Update technical documentation; manage and resolve support tickets and other technical requests
• Support installation, configuration, and support of Microsoft Office 365 on various platforms
• Engage and empathize with customers to support and resolve as well as provide follow-up
• Accurately document all work performed through ticketing system
• Stay up to date with technological changes in the industry with internal and external training
• Update customer's ITSM (ServiceNow) ticketing system, inventory/asset management
• Collaborate with team members to enhance the customer experience Saint Catherine Center for children (Albany, NY) November 2017- August 2019 IT Lead
• Maintained Company database.
• Troubleshot and resolved issues with software or hardware through IT ticketing system.
• Developed site content.
• Maintained site appearance by developing and enforcing content and display standards.
• Protected site by designing and installing security precautions.
• Developed site content and graphics by coordinating with copywriters and graphic artists; designing images, icons, banners, audio enhancements, etc.
• Installed and configured software and computer systems.
• Trained colleagues or clients through steps to help them resolve their technical problems.
• Maintained procedures and reports that provide technical support to the entire organization.
• Supported the implementation of new solutions or applications.
• Established accounts for new users and assist with password or login problems.
• Tested and evaluated new technology.
• Participated in business-wide meetings to provide insight into technical requirements. U Albany Student Information Technology (Albany, NY) October 2017- May2018 IT Intern
• Pioneer in development of an entirely new department to the university’s student government (Structure, Vision,
• & Programs).
• Updated and maintained the university’s site using HTML, CSSS, JavaScript, & GitHub.
• Hosted a series of programs “Tech Savvy Series” in which we taught about computer basics (Software Optimization, UX/UI, Cyber Security, etc.)
EDUCATION
University at Albany (State University of New York) Albany, NY August 2014- May 2018 Major: Information Technology Minor: Human Resources Management RELEVANT SKILLS
Proficient in Microsoft Office Suite (Excel, Outlook, Word, Outlook, PowerPoint), fluent in Spanish, Java script, HTML, Github, CCs, Windows 10, MAC OS X, PowerShell, Commands, Network Fundamentals, IT Security Fortification)
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