Technical Support Service Desk
Resume:
JAIME CASTOR
El Paso, TX ***** 915-***-**** ********@*****.*** WWW: linkedin.com/in/ jaime-castor Professional Summary
Experienced Support Specialist with 15+ years in IT support. Expert in troubleshooting hardware/software issues, managing upgrades, and maintaining desktop performance. Known for excellent customer service and proactive problem-solving in large organizations. Skilled at handling technical challenges, collaborating effectively, and prioritizing tasks under pressure. Adept at training end-users, creating documentation, and implementing best practices to enhance system reliability and user satisfaction. Skills
• Cybersecurity investigations and mitigation
• Cybersecurity policy development, management
• Security Patches and Updates
• Vulnerability management
• Server/desktop upgrades, updates, fixes
• Incident management (IP, hash, malicious attacks etc.)
• Manage enterprise Active Directory/Exchange
• Ticketing system experience
• Remote and Desktop support
• User credential management
• Identity Access Management
• Email, OneDrive, SharePoint technical support.
• Backup and recovery
• Security best practices
• Disaster recovery planning
• End User support remote and in person
Work History
SecOps / Global Platform Operations 03/2021 – 02/2025 Sealedair Corp. – Charlotte NC.
Oversee global security operations, enhancing system resilience and efficiency. Lead technical teams, ensuring timely task completion and optimal performance. Implement security solutions, improving platform integrity and reducing incidents. Conduct vulnerability assessments, fortifying defenses and protecting network integrity. Coordinate international security initiatives, standardizing protocols, and best practices.
• Design scalable systems to boost security and drive business growth.
• Cut incident response time, enhancing operational efficiency.
• Conduct vulnerability assessments to fortify system defenses on Servers and PCs.
• Supervise technical teams, ensuring task completion and performance.
• Analyze user activity to secure accounts and protect network integrity.
• Streamlined security workflows and automated response procedures, reducing incident resolution time while maintaining robust system integrity.
• Developed and deployed innovative security solutions across global platforms, enhancing system resilience and operational efficiency.
• Coordinated cross-functional security initiatives with international teams, establishing standardized protocols and best practices.
• Monitored and analyzed security metrics, identifying potential vulnerabilities and implementing proactive defense mechanisms.
• Orchestrated global security operations across distributed teams, establishing comprehensive risk management frameworks and response strategies.
• Spearheaded security compliance programs, implementing strategic controls and maintaining rigorous security standards across platforms.
SecOps/Global Access Management/Syteline Sr. Admin 01/2019 - 02/2021 Sealedair Corp. – Charlotte, NC.
Managed global access and security for SAP, SymPLE Syteline, enhancing user compliance. Implemented user access management protocols, improving security across multiple locations. Resolved access issues with OKTA, ensuring seamless user experience and system integrity. Provided network, user and security support during North America SAP rollout.
• Managed global access and security for SAP, SymPLE and Infor Syteline, enhancing user access compliance and efficiency.
• Implemented user access protocols, improving security across multiple national and international sites.
• Resolved access issues with OKTA, ensuring seamless user experience and system integrity.
• Facilitated Syteline deployment in Mexico, streamlining operations and boosting productivity.
• Conducted manager training, empowering teams to independently address IT challenges.
• Developed and deployed custom security solutions, modernizing legacy systems while maintaining operational continuity.
• Managed comprehensive control matrices, ensuring SOX’s compliance with identity access and security protocols while maintaining user productivity.
• Coordinated with cross-functional teams to align security practices with business objectives, fostering improved operational efficiency.
• Engineered robust security architecture for multi-site Syteline deployment, integrating OKTA authentication and streamlining global access protocols.
• Led enterprise-wide access management initiatives, implementing comprehensive security matrices while maintaining operational efficiency.
• Orchestrated cross-functional security alignment, bridging IT operations with business objectives to enhance system integrity.
IT Support Engineer 08/2018 - 12/2019
Austin Foam Plastics – Pflugerville, TX.
Implemented systems ensuring continuous operations and stable connectivity across departments. Documented technical issues to aid future troubleshooting and minimize disruptions. Led Infor Syteline ERP system upgrade, enhancing response time and system reliability and security by redesigning user and group. Provided training workshops and documentation for over 1500 employees in the use of new Syteline changes.
• Implemented systems ensuring continuous operations and stable connectivity across departments.
• Documented technical issues to aid future troubleshooting and minimize disruptions.
• Led system upgrades, enhancing response time and system reliability.
• Optimized network performance, maintaining critical IT infrastructure for seamless operations.
• Streamlined IT support for 1500+ users, reducing downtime and boosting efficiency.
• Orchestrated system-wide upgrades while maintaining operational continuity, collaborating with teams to minimize disruption and optimize performance.
• Engineered comprehensive IT infrastructure solutions, integrating innovative technologies while maintaining system stability and user productivity.
• Developed standardized troubleshooting protocols and documentation systems, enabling faster issue resolution and knowledge transfer.
• Coordinated cross-functional system upgrades with minimal disruption, fostering strong partnerships between IT and operational teams.
• Spearheaded network performance analysis and optimization initiatives for 1500+ users, implementing robust monitoring systems to identify.
IT consultant 10/2014 - 07/2018
IT Solutions by JVD
• IT systems consultant for enterprises, boosting efficiency and reducing downtime,
• Performed infrastructure upgrades, optimizing performance across client sites.
• Collaborated with teams to deliver IT solutions, ensuring project success.
• Conducted system audits, enhancing data security with robust protocols.
• Provided hardware and software support, maintaining and updating systems.
• Pioneered custom IT solutions for diverse business challenges, introducing automated workflows that streamlined client operations.
• Led cross-functional teams in delivering complex IT projects, fostering strong client relationships while ensuring alignment with business objectives.
• Spearheaded system optimization initiatives across multiple client sites, resulting in substantial reduction in operational costs and improved workflow efficiency.
• Developed and deployed customized IT solutions for critical business processes, driving operational excellence through strategic infrastructure improvements.
• Engineered scalable IT architectures that enhanced business agility, introducing modern technologies to transform legacy systems into efficient digital platforms.
• Implemented comprehensive IT infrastructure assessments and security protocols, resolving critical system vulnerabilities while maintaining optimal network performance. Education
Master of Education: Higher Education Administration and Leadership University of Texas At El Paso - El Paso, TX
Bachelor of Science: Information Technology
University Of Phoenix - New Mexico
Certifications
ISC2 Certified in Cybersecurity
OKTA Certified Professional
Languages
English
Full Professional
Spanish
Full Professional
References
Bryon Buonomo
Director of the America's End User Computing
2415 Cascade Pointe Blvd.
Charlotte North Caroline 28208
*****.*******@*****.***
Michael Mayer
Global IT Operations and Security Support Director 2415 Cascade Pointe Blvd.
Charlotte North Caroline 28208
*******.*****@*********.***
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