ABDI CASTELAIN
Humble,TX
Summary
Seasoned System Administrator with eight years of hands-on expertise in meticulous system maintenance and efficient server operations. Proven record of optimizing uptime and operational efficiency through development, deployment, and evaluation of systems. Resourceful professional with many years of diverse IT service experience for various hardware and software platforms. Tech-savvy computer expert with passion for teamwork and helping others while adapting to unexpected challenges. Committed to keeping abreast of new technologies and proven at uncovering new, timesaving solutions to common service issues.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Desk Analyst / Team Lead
American Bureau of Shipping
09.2023 - Current
- Testing and analyzing IT system and software performance
- Resolving incoming client and personnel IT queries remotely via email and phone, or at the office
- Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders
- Avoiding service interruptions by performing system installations, updates, and maintenance procedures
- Preparing training manuals and FAQ materials for easy-access end-user guidance
- Documenting processes and maintaining service desk records
- Making recommendations to optimize IT performance and to prevent future problems
- Collaborating with internal departments to ensure that IT needs are met
- Keeping informed of advancements in IT.
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
- Investigated system errors using event viewer logs and other troubleshooting techniques.
- Developed detailed reports on system performance metrics for management review.
- Maintained accurate records of customer interactions, inquiries, and resolutions in the helpdesk database.
- Troubleshot and resolved hardware, software, network, and peripheral device problems.
IT Assistant/system Administrator
INVESTEX CREDIT UNION
05.2017 - 09.2023
- Spearheaded the preparation and upkeep of documentation for company policies and procedures
- Orchestrated the installation of new hardware and software, ensuring the organization's data and storage remained current
- Distinguished for expertly troubleshooting and resolving hardware and software issues
- Assumed responsibility for maintaining an organized inventory of computer equipment and essential supplies
- Demonstrated strong leadership by training staff in the effective utilization of newly deployed software
- Maintained and optimized essential IT operations encompassing operating systems, security tools, applications, servers, email systems, laptops, desktops, as well as software and hardware components
- Oversee the maintenance and management of more than 200 systems, which includes server configuration, device monitoring, and patching
- Developed scripts to automate and schedule patch management procedures
- Proactively monitored datacenter health by leveraging existing management tools, promptly addressing hardware issues as they emerged, and actively contributed to the construction, testing, and upkeep of new servers as required
- Collaborated effectively with the help desk and cross-functional teams to facilitate troubleshooting, identify root causes, and deliver technical support as necessary
- Executed regular and scheduled system audits, encompassing comprehensive backup processes.
- Kept software patched and licenses up to date.
- Set up and configured system user hardware and software applications.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Developed training materials and procedures or trained users in proper use of hardware or software.
Customer Service Associate
THE HOME DEPOT
10.2014 - 05.2017
- Ensure precise product inventory management, including ordering and restocking
- Stay updated on the latest departmental merchandise, incorporating learning and testing
- Provide customer guidance on product utilization.
Education
BACHELOR OF SCIENCE in CYBERSECURITY, AND INFORMATION ASSURANCE -
Western Governors University
06.2024
ASSOCIATE DEGREE in NETWORK SYSTEM ADMINISTRATION -
ITT TECHNICAL INSTITUTE
Skills
Technical Support Specialist
- System Configuration & Upgrades: Expertise in configuring and upgrading systems using Cherwell, ServiceNow, Ivanti, and Office 365 Admin
- Virtualization: Proficient in VMware (65, 70, 80) for virtual environment management
- Programming & Automation: Skilled in Python for scripting and automation tasks
- Mobile Device Management: Experienced with Manage Engine Desktop Central and Azure for mobile device management and patch deployment
- Network Administration: Competent in LAN/WAN administration, DNS management, and remote access software
- System & Network Administration: Strong background in system and network administration across various operating systems
- Technical Troubleshooting: Adept at software and hardware troubleshooting, including mobile device repair
- Client & Project Management: Effective in client relationship management, service schedule coordination, and project coordination
- Communication & Leadership: Excellent communication skills with proven leadership abilities in help desk and technical support environments
Certification
- Network+
- CompTIA A+
Languages
Spanish
Professional
Timeline
Service Desk Analyst / Team Lead
American Bureau of Shipping
09.2023 - Current
IT Assistant/system Administrator
INVESTEX CREDIT UNION
05.2017 - 09.2023
Customer Service Associate
THE HOME DEPOT
10.2014 - 05.2017
BACHELOR OF SCIENCE in CYBERSECURITY, AND INFORMATION ASSURANCE -
Western Governors University
ASSOCIATE DEGREE in NETWORK SYSTEM ADMINISTRATION -
ITT TECHNICAL INSTITUTE
- Network+
- CompTIA A+
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