Juan Ramon de Castro
On-site IT Support Analyst
Mandaluyong
Summary
Driven IT professional with extensive experience in hardware maintenance and Active Directory administration. Demonstrated success in enhancing IT operations through in-depth technical expertise and exceptional customer service skills. Proven ability to lead projects and resolve complex issues, ensuring seamless onboarding/offboarding processes and IT infrastructure reliability.
Overview
9
9
years of professional experience
9
9
years of post-secondary education
4
4
Certifications
Work History
Analyst, On-site IT Support
Baker McKenzie, Global Services Manila
08.2018 - 08.2024
- Hands-On Fixes: Install and upgrade software, hardware, manage mobile devices, back up files, and configure applications.
- Preventative Maintenance: Perform checks, cleaning, and repairs on laptops, desktops, workstations, printers, and peripherals.
- Hardware Management: Generate annual maintenance reports, handle repairs, and manage equipment refresh/replacement.
- Issue Resolution: Drive issues to resolution, escalating as needed, and stay engaged until resolved.
- Technical Support: Provide Tier 2 support for video and audio conferencing services.
- Improvements: Lead and participate in on-site IT environment enhancements.
- Information Security: Advocate for and assist with the organization’s information security management system (ISMS).
- AV Support: Maintain and operate AV equipment for live meetings and events.
- Training Support: Serve as a backup trainer when required.
- Documentation: Record, track, and document problem-solving processes and decisions.
- Troubleshooting: Use diagnostic utilities and online resources for problem resolution.
Analyst, Global Help Desk
Baker McKenzie, Global Services Manila
04.2015 - 08.2018
- User Account Management: Implement and manage centralized onboarding/offboarding processes for user accounts in Active Directory and other systems.
- Active Directory Management: Oversee user accounts, security groups, distribution lists, and network shares.
- User Lifecycle Management: Assist with provisioning, modifying, and de-provisioning accounts, lists, and service accounts.
- Security Compliance: Enforce security policies for user, computer, and service accounts, addressing issues like stale passwords and inactive accounts.
- Access Requests: Process and document approved system access requests for audit compliance.
- Incident Tracking: Record, monitor, and address SLA breaches for incidents and service requests through the ticketing system.
- IAM Practices: Stay updated on IAM best practices and work with the IAM team to protect identities, networks, and data.
- Issue Resolution: Efficiently manage and resolve issues, monitor ongoing jobs, and escalate unresolved incidents as needed.
- Knowledge Maintenance: Continuously improve system knowledge through training, reading, and involvement in projects and initiatives.
Education
Bachelor of Science - Information Technology - Computer Networking
Asia Pacific College
Makati City 03.2010 - 04.2015
High School Diploma -
Regis Grace Montessori School
Paranaque City 06.2006 - 02.2010
Skills
- Managed network administration in Windows Active Directory and Azure AD environments
- Administered and supported Microsoft Office 365, including SharePoint Online, OneDrive, and Teams
- Configured, supported, and troubleshooted Windows 10/11 operating systems
- Provided connectivity and networking support and troubleshooting
- Utilized remote support tools, including LogMeIn Rescue and Goverlan
- Supported and maintained MS Office Suite applications
- Expert in PC hardware assembly, repair, maintenance, and troubleshooting
- Configured, supported, and troubleshooted VoIP telephone systems
- Supported and troubleshooted enterprise applications, both client-server and web-based
- Extensive experience in identity and access management, particularly in onboarding/offboarding, aligned with ITIL best practices
- Led teams and successfully completed Office-level projects
Certification
Windows 10 for IT Support: Advanced Troubleshooting
Accomplishments
1. Onsite IT - Project Lead of AV Refresh
Description: Led the AV Refresh project to modernize the company's audiovisual infrastructure for improved communication and collaboration.
Key Tasks:
- Needs Assessment: Evaluated current AV setup and gathered stakeholder feedback.
- Solution Design: Collaborated on tailored solutions, developing technical specs within budget.
- Procurement: Solicited bids, evaluated proposals, and negotiated vendor contracts.
- Implementation: Coordinated installation, testing, and ensured quality and timeliness.
- User Training: Developed and delivered training programs, providing ongoing support.
- Documentation: Created and archived project documentation; conducted knowledge transfer.
- Post-Implementation Support: Established support protocols and monitored performance.
Outcome: Delivered a modern, reliable AV environment enhancing collaboration and productivity across headquarters.
2. Onsite IT - Project Lead of IT Assets Disposal
Description: Led the secure and eco-friendly decommissioning of outdated IT equipment.
Responsibilities:
- Assessed and categorized IT assets for disposal.
- Ensured data security with industry-standard wiping techniques.
- Coordinated with certified e-waste recyclers for sustainable disposal.
- Managed logistics and maintained detailed documentation.
- Reported project status to stakeholders.
Achievements:
- Disposed of all IT assets that has already ended the life-cycle, reducing storage costs by 100%.
- Ensured 100% data security compliance.
- Reduced e-waste by 100% through eco-friendly recycling partnerships.
Timeline
Windows 10 for IT Support: Advanced Troubleshooting
05-2023
IT Support for a Hybrid Workforce
05-2023
Computer Components and Peripherals for IT Technician
03-2023
IT Service Management Foundations: Tools
03-2023
Analyst, On-site IT Support
Baker McKenzie, Global Services Manila
08.2018 - 08.2024
Analyst, Global Help Desk
Baker McKenzie, Global Services Manila
04.2015 - 08.2018
Bachelor of Science - Information Technology - Computer Networking
Asia Pacific College
03.2010 - 04.2015
High School Diploma -
Regis Grace Montessori School
06.2006 - 02.2010
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