Danny Castro

Providing Tier 1 computer, software and Broadcast systems support for KOMO-TV and 3 local Radio station users

• Diagnosed, troubleshot and resolved desktop, laptops, Windows, MAC, and printers issues.
• Manage user and computer accounts using Active directory Manager Web portal.
• Manage Computer and mobile device assets providing quarterly review of Inventory for upgrade purposes
• Worked with Verizon support in troubleshooting mobile device issues.
• Assisted users in setting up Exchange email on iPhones and android mobile devices
• Installed and configured Polycom 410/CCX400/CCX500 phones used with Skype for Business 2016 and Microsoft Teams
• Create and maintained technical documents and SOPS.
• Worked with System Administrators and Network Engineers in troubleshooting server and network issues.
• Work with Broadcast Engineers troubleshooting and repairing broadcast computer/server issues
• Deployed Desktop/laptop/workstation images via SCCM.
• Provide user support for Avid editing software and systems
• Worked with and maintained professional relationship with Broadcast, computer/printer hardware and software vendors.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
• Developed and maintained courteous and effective working relationships
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Analyzed issues to identify troubleshooting methods needed for quick remediation
• Explained technical information in clear terms to promote better understanding for non-technical users
• Complied and accurately entered data for each customer encounter to record in system
• Create support documentation that enable user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
• Configured hardware and granted system permissions to new employees

Working with a team of IT professionals providing Tier 1 and Tier 2 computer and software support

to over 1000 Customers and 100+ Television and 3 local Radio Stations.

• Diagnosed, troubleshot and resolved desktop, laptops, Windows, MAC, and printers issues.
• Provided Desk side, telecom, remote computer and software support
• Installed and configured Cisco and Net Extender VPN software
• Create and disable user accounts using Active directory.
• Create and disable email accounts using Exchange 2010 Management console.
• Purchase new/replacement Verizon cellphone and broadband devices. Worked with Verizon support in troubleshooting mobile device issues.
• Assisted users in setting up Exchange email on iPhones and android mobile devices
• Installed and configured Nortel 3904 phones and Avaya Call Pilot voice mailboxes.
• Worked with local Telecom support to troubleshot and repair phone and voicemail issues.
• Create and maintained technical documents and SOPS.
• Manage computer assets from Active Directory/MS Access/KBOX
• Worked with System Administrators and Network Engineers in troubleshooting server and network issues.
• Worked with Broadcast Engineers troubleshooting and repairing broadcast computer issues
• Deployed software packages and OS images via KACE KBOX appliance
• Deployed workstation images via SCCM.
• Worked with and maintained professional relationship with computer/printer hardware and software vendors.
• Analyzed issues to identify troubleshooting methods needed for quick remediation
• Explained technical information in clear terms to promote better understanding for non-technical users
• Patiently walked individuals through basic troubleshooting tasks
• Compiled and accurately entered data for each customer encounter to record in system
• Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
• Configured hardware and granted system permissions to new employees