Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Erik Castillo

Denver,CO

Summary

Highly skilled Desktop Support Technician with comprehensive background in troubleshooting, system management, and customer service. Strong ability to diagnose technical issues and implement effective solutions, demonstrating solid knowledge of desktop hardware, software applications, and network systems. Notably contributed to improving system performance and user satisfaction in previous roles. Demonstrated communication skills with a consistent record of fostering positive relationships with users while effectively managing technical concerns.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Desktop Support Technician

DaVita
Denver, CO
04.2023 - Current
  • Provided technical support to users regarding hardware, software and network related issues.
  • Installed and configured hardware such as printers, scanners, monitors, keyboards and mice.
  • Troubleshot computer systems to identify and resolve operating system and application problems.
  • Assisted with the installation of new computers, peripherals and other IT-related equipment.
  • Configured user accounts in Active Directory for access to corporate resources.
  • Resolved customer service requests in a timely manner according to established SLAs.
  • Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
  • Resolved service requests by individually troubleshooting and addressing user issues.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Installed and performed minor and major repairs to hardware, software or peripheral equipment.
  • Maintained positive working relationship with fellow staff and management.
  • Answered user inquiries to resolve computer software or hardware operation problems.

Analyst

DaVita
Denver, CO
02.2013 - 03.2023
  • Monitored system performance to ensure optimal operations and identified potential issues.
  • Troubleshot application errors and provided technical support to end-users.
  • Design/usage of Active Directory and Exchange workflows using NetIQ Directory and Resource Administrator by Micro Focus.
  • Utilizing automation platforms like Puppet and HPSA (HP Server Automation) for the execution of routine maintenance tasks and other workflows.
  • Alert monitoring and remediation of over 3,500 geographically-distributed clinical centers in DaVita's IT Enterprise.
  • Virtual server administration using VMware vSphere, including VM resource administration, snapshots, and remote desktop.
  • Distributed File System (DFS) administration for corporate file servers for both teams and user shares.
  • Maintenance of Windows domain name system (DNS), servers, records, and resources.

Service Desk Associate

SunGard Data Systems
Denver, CO
02.2011 - 11.2012
  • Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
  • Collaborated with other teams to ensure successful resolution of customer inquiries.
  • Provided remote assistance to customers when required via phone or remote desktop tools.
  • Responded promptly to customer emails regarding any IT related queries.
  • Provided telephone support to staff members who require assistance with their computers or network connections.

  • Educated users on how to use computer systems, applications, networks., effectively.
  • Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.

Education

Bachelor of Science - Network And System Administration

Westwood College - Denver North
Denver, CO
03-2010

Skills

  • Root Cause Analysis
  • Technical Support
  • Incident Management
  • Training and mentoring
  • Patch management
  • Remote Support
  • Hardware diagnostics
  • Technical Documentation
  • Vendor Relations
  • Application support
  • Hardware troubleshooting
  • Advanced troubleshooting
  • Device configuration
  • Software Installation
  • Active Directory
  • DNS
  • vmWare vSphere
  • HP Server Atuomation
  • Microsoft exchange
  • Service Now
  • Putty (unix administration)
  • Microsoft 365

Certification

  • CompTIA Security+ - Computing Technology Industry Association (CompTIA).
  • HP Accredited Technical Associate (ATA) – HP Inc.
  • Dell EMC Proven Professional Certification Program - Dell Technologies.

Timeline

Desktop Support Technician

DaVita
04.2023 - Current

Analyst

DaVita
02.2013 - 03.2023

Service Desk Associate

SunGard Data Systems
02.2011 - 11.2012

Bachelor of Science - Network And System Administration

Westwood College - Denver North

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Erik Castillo