Customer Support It Specialist

JOSE MIGUEL CASTILLO

Maywood, NJ *****

*******@***.*** / 201-***-****

SUMMARY

Seasoned Specialist offering 23 years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of QA terms, tools and methodologies. Committed to improving overall business processes. SKILLS

LAN/WAN

Hardware diagnostics

Windows 10/11

Mac OS

Customer support needs assessment

Application installations

Hardware and Peripherals

Printer installations / Troubleshooting

Technical Troubleshooting

System installations

Maintenance and repair

Microsoft Office 365

Hardware upgrades

Cisco AnyConnect VPN / RSA VPN

Remote Meeting Application Support ( ZOOM /

CISCO WEBEX )

Microsoft Teams

iOS & Android devices

Imaging and recovery

EXPERIENCE

Senior IT Specialist / IBM Corporation - New York, NY 01/1997 - 12/2021 Supported the worldwide marketing organization Responsible for ordering & configuring equipment for the entire organization including Laptop's and mobile devices Responsible for maintaining equipment up to date with latest OS updates and security patches Responsible for technical support for all C-Level events (CEO, CMO, CFO conferences) Responsible for Americas internal recognition events, Setting up network infrastructure / ordering and shipping all equipment needed during the event Responsible for All IT related issues (Hardware - Software) Responsible for design team printing capabilities (Ordering and Servicing large commercial printers). Supported department leadership in implementing new policies, procedures and controls. Identified areas in need of critical improvement and implemented strategies to achieve targets. Followed all company policies and procedures to deliver quality work. Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.

Helped employees with inquiries about Hardware and Software,coordinated resolutions to both common problems and unique challenges.

Collaborated closely with upper management to develop corporate vision and roll out initiatives to meet goals. Solved technical issues by troubleshooting, resolving and documenting service tickets. EDUCATION AND TRAINING

Associate: Electrical Engineering

JC

New York City Technical College - Brooklyn, NY

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