Julio César Castillo
Technical Support
Panama,Panamá
Summary
Qualified Advanced Technical Support Specialist with more of 10 years of helpdesk and customer service experience. Provides comprehensive for several application support Windows and Mac based. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
11
11
years of post-secondary education
10
10
years of professional experience
Work History
Technical Support Specialist
Global Group Technology Overseas, S.A.
Panama City, Panamá
08.2019 - 12.2020
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Configured hardware, devices and software to set up work stations for employees.
- Monitored systems in operation and input commands to troubleshoot areas such as support to inhouse applications and customer support.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with vendors to locate issues with several applications and resolve advanced problems.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved several technical support inquiries per day.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across several time zones.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
Technical Support Specialist
Cobalt Technology Services
Panama City, Panamá
08.2017 - 07.2019
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across several time zones.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Resolved around 12 technical support inquiries per day.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and input commands to troubleshoot areas such as internal applications and frontend services.
Technical Support Representative
Tron Technology Services, S.A.
Panama City, Panamá
08.2013 - 07.2017
- Processed over 30 support requests weekly for technical assistance on wide range of issues related to inhouse application support, accesses and network issues.
- Monitored systems in operation and input commands to troubleshoot areas such as users access to inhouse applications, Networking tunnels and products for end users.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Configured hardware, devices and software to set up work stations for employees.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across several time zones.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Managed high levels of call flow and responded to various technical support needs.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Resolved system, hardware and telephone issues within no more than 3 hours, improving efficiency among all departments.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with vendors to locate bugs in some applications used and resolve advanced problems.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Technical Assistant
Rex Communications.S.A.
Panama City, Panamá
06.2012 - 08.2013
- Fielded user queries and service requests to address problematic issues.
- Recorded information surrounding IT malfunction and failure to assist future rebuilds.
- Liaised with vendors and third-party support staff, serving as point-man for support requests.
- Assessed, diagnosed and troubleshot malfunctioning hardware and software deployments to support nonstop operations.
- Collaborated with manufacturing personnel to develop workflow strategies, integrating staff concerns and desires to provide enhanced worker morale.
- Analyzed client business processes to propose optimal software applications for unique requirements.
- Authored best practices documentation for use in existing personnel training and new personnel onboarding processes.
- Gathered, organized and distributed technical documentation.
- Researched common technology performance issues to assist with diagnoses.
- Logged inventory of functioning systems to maintain user accessibility.
- Installed technical hardware and software in deskside support environment.
Technical Support Representative
National Recovery Agenvy
Panama, Panamá
07.2010 - 02.2012
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Performed tests of functionality, security and performance of different workstations and devices.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Education
Bachelor of Science -
Fermin Naudeau Institute
Panama 02.1987 - 12.1989
Bachelor of Computer Systems Engineering -
Tecnology University Of Panama
Panama 02.1990 - 10.1997
Skills
Desktop Component Repair
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Personal References
Daniel George - Former coworker - +507 6758-3489
Manuel Roman - Former coworker - +507 6846-6267
Aristides Gonzalez - Former cowoker - +507 6204-5778
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Technical Support Specialist
Global Group Technology Overseas, S.A.
08.2019 - 12.2020
Technical Support Specialist
Cobalt Technology Services
08.2017 - 07.2019
Technical Support Representative
Tron Technology Services, S.A.
08.2013 - 07.2017
Technical Assistant
Rex Communications.S.A.
06.2012 - 08.2013
Technical Support Representative
National Recovery Agenvy
07.2010 - 02.2012
Bachelor of Computer Systems Engineering -
Tecnology University Of Panama
02.1990 - 10.1997
Bachelor of Science -
Fermin Naudeau Institute
02.1987 - 12.1989
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