Juan Diego Castillo
Yonkers,NY
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Helpdesk Intern
Flexi Software
05.2023 - Current
- Provided end user support/Help Desk support to employees, assisting with software, hardware, and network-related issues in a timely and professional manner
- Assisted in creating and updating technical documentation, contributing to a comprehensive knowledge base for future issue resolution
- Maintained both physical and virtual servers
- Maintained and administered Microsoft Azure Environment
- Gained exposure to IT best practices and industry standards, further developing my understanding of
- IT support processes and incident management
- Enhanced my knowledge of troubleshooting techniques and problem-solving methodologies through hands-on experience and mentorship from senior team members.
Youth Care Worker
Rising Ground
03.2020 - 02.2022
- Provided supportive counseling, mentoring, and care to at-risk and disadvantaged youth
- Coordinated detailed assessments and screenings, outlining individual student needs and goals, and creating tailored support plans
- Gathered and scrutinized data and metrics to identify program gaps, develop corrective measures, and drive improvement, maximizing positive outcomes
- Partnered with school administrators in conceptualizing and introducing various initiatives to develop a positive and healthy culture conducive to student wellbeing and performance.
Security Guard
Securitas USA
05.2019 - 03.2020
- Completed full building and grounds patrols to spot and investigate concerns.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Checked and verified photo identification prior to granting facility access.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
Security Guard
IPSA Security Services
07.2018 - 10.2019
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Responded quickly to incidents and assessed active situations for security concerns.
- Responded quickly to emergency situations to assess and deflect issues.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
Account Executive
Techtronic Industries
10.2017 - 06.2018
- Served as the first line of contact with the clientele, providing assistance and recommending products while ensuring customer satisfaction
- Took lead in handling customer complaints and issues, providing prompt resolutions to avoid dissatisfaction and turn clients into brand advocates
- Provided ongoing guidance, support, and mentoring to the team while reinforcing a client-centric organizational culture, facilitating customer retention and repeat business
- Acted as an informal subject matter expert on all IT matters, troubleshooting and maintaining hardware, software, and systems
- Maintained, configured, and serviced the internal CRM environment, ensuring the system enabled efficient sales and client relationship management operations.
Merchandise Associate
Home Depot
07.2015 - 10.2017
- Established and introduced merchandising strategies and projects, guiding team members in developing holistic merchandising images and creating visually appealing, attractive, and easy-to-shop flows
- Gathered, compiled, and scrutinized customer data to uncover product trends, reporting findings to management to enable informed decision-making
- Reinforced best practices, protocols, and corporate guidelines to maximize sales impact and create memorable customer experiences
- Established strong vendor relationships and used teamwork to maintain and support business
- Analyzed metrics to measure product performance
- Demonstrated great leadership training new employees and managing the team in the supervisor’s absence.
Sales Associate
Metro PCS
02.2014 - 09.2015
- Engaged with customers to effectively build rapport and lasting relationships
- Provided positive first impressions to welcome existing, new and potential customers
- Solved customer challenges by offering relevant products and services
- Upsold customers by recommending accessories and promotions to increase revenue
- Backed up and restored user data to replacement devices, maintaining strict customer privacy protocols
- Reset and restored mobile operating systems such to factory default settings to correct software- based faults.
Education
Bachelor of Science - Information Technology
Western Governors University Present
CompTIA A+, ITIL Foundations, Google IT Support -
Skills
- Complaint Resolution
- Call Management
- Customer Support
- Team Collaboration
- Security Procedures Knowledge
- Security Operations Experience
- CCTV Monitoring
- Punctuality
- Emergency Management
- Desktop Support
- Application Support
- Hardware Diagnostics
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Helpdesk Intern
Flexi Software
05.2023 - Current
Youth Care Worker
Rising Ground
03.2020 - 02.2022
Security Guard
Securitas USA
05.2019 - 03.2020
Security Guard
IPSA Security Services
07.2018 - 10.2019
Account Executive
Techtronic Industries
10.2017 - 06.2018
Merchandise Associate
Home Depot
07.2015 - 10.2017
Sales Associate
Metro PCS
02.2014 - 09.2015
Bachelor of Science - Information Technology
Western Governors University Present