Luigi Castillo
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Desktop Support Officer(Project Base)
Axiom Technology
11.2023 - 04.2024
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Managed inventory of hardware assets, ensuring proper tracking, maintenance, and disposal when necessary.
- Coordinate with vendors for warranty claim and replace damage components.
- Enhanced end-user satisfaction with proactive maintenance of desktop systems, ensuring optimal performance.
IT Systems and Network Administrator
MicroSourcing
07.2022 - 11.2023
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Diagnosed and resolved hardware and software issues.
- Reduced downtime with proactive identification and resolution of IT issues.
- Established comprehensive network documentation to facilitate rapid issue resolution when troubleshooting problems.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
IT Desktop Support
BPOseats
01.2022 - 07.2022
- Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Optimized PC performance through regular updates, patches, and system upgrades.
- Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
L1 Technical Support Engineer
Supporting Enterprises
05.2021 - 10.2021
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
IT Support Supervisor
Cebu Graphicstar Imaging Corporation
01.2019 - 04.2021
- Managed and mentored a team of IT professionals, fostering growth in skills and knowledge.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Reduced downtime and increased productivity by providing timely technical support to users.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
- Managed vendor relationships effectively for timely procurement of IT equipment while adhering to budget constraints.
Education
Bachelor of Science - Information Technology
AMA Computer Learning Center
Mandaue City, Cebu05.2018
Skills
- Active Directory Management
- Ticketing system proficiency
- Mobile Device Support
- Help Desk Support
- Network Administration
- Remote Support
- IT Infrastructure
- IT Asset Management
- Documentation Development
- End-User Training
Certification
- Certified Cisco CCNA - Issued 10/2023, Expires 10/2026
- Certified AWS Cloud Practitioner - Issued 03/2023, Expires 03/2026
- Certified CompTIA A+ - Issued 08/2022, Expires 08/2025
- Certified Google IT Support Professional - Issued 12/2021
Timeline
Desktop Support Officer(Project Base)
Axiom Technology
11.2023 - 04.2024
IT Systems and Network Administrator
MicroSourcing
07.2022 - 11.2023
IT Desktop Support
BPOseats
01.2022 - 07.2022
L1 Technical Support Engineer
Supporting Enterprises
05.2021 - 10.2021
IT Support Supervisor
Cebu Graphicstar Imaging Corporation
01.2019 - 04.2021
Bachelor of Science - Information Technology
AMA Computer Learning Center
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