Raymar Casillas
Las Vegas,NV
Summary
Technical Support | Customer Service | Information Technology/Services
Proficient and reliable IT specialist with over a decade of experience delivering exceptional customer service and resolving technical issues across diverse industries. A strong commitment to excellence drives effective communication of complex technical concepts in both English and Spanish. Expertise in Microsoft Office applications, particularly Excel, Word, and Access, enhances the ability to support clients and streamline processes. Dedicated to fostering positive relationships while ensuring optimal performance and user satisfaction.
Overview
17
17
years of professional experience
Work History
Software Vehicle Operator
Zoox
11.2024 - 10.2025
- Operated autonomous vehicles to ensure safe and efficient transportation.
- Conducted beta testing and quality assurance on Zoox vehicle software updates, systematically identifying, reproducing, and documenting defects in operating system to support timely resolution before deployment.
- Hands-on experience in experimental software testing, vehicle behavior analysis, and the use of engineering tools such as JIRA to document test plans, bugs and performance data.
- Collaborated with engineering teams to provide feedback on vehicle functionality and user experience.
- Improved route efficiency through real-time data analysis and adaptive navigation strategies.
- Conducted pre-trip inspections to proactively identify potential maintenance issues before they impacted performance or safety.
- Collaborated with other drivers to share information about traffic patterns or construction zones for improved route efficiency.
Service Desk Technician
Dispatch Health
09.2021 - 01.2024
- Responsible for supporting nurses, insurance providers, and other staff with hardware and software issues.
- Served as a member of the Service Desk team, handling incoming calls, emails, and chat inquiries.
- In addition to creating tickets in Jira, managed case escalations when necessary and coordinated follow-ups with the appropriate departments to ensure timely resolution of technical issues.
- Diagnosed and resolved hardware issues by guiding associates through troubleshooting steps and, when necessary, remotely accessing their devices, with a primary focus on printer and network problems involving CradlePoint portable routers.
- Accountable for resolving account-related issues using Microsoft Management Console (MMC) and associated tools, including Azure and Endpoint.
- Also delivered training to new and existing employees on creating user profiles and resolving related issues involving Microsoft Authenticator and UKG.
- Documented new solutions and workarounds in the Confluence knowledge base.
IT Specialist
Caesars Entertainment
01.2020 - 03.2020
- Oversaw PC and POS terminal setup for scheduled events across all properties, including system upgrades, configuration, troubleshooting, and hardware support for terminals and peripherals.
- Contributed to a company-wide project to upgrade all laptops and terminals to Windows 10 across all properties, including Flamingo, Planet Hollywood, Harrah's, The Linq, and Caesars Palace.
Technical Support Admin
Oracle
06.2015 - 03.2019
- Delivered technical support to hotel chains across North America, Latin America, Europe, Asia, and Australia using the OPERA proprietary property management system.
- Served as the primary liaison between Management, Programming, the Cloud team, and the client during site outages or service degradations.
- Supported remote installation and upgrades of the OPERA property management system.
- Reset client passwords and unlocked user accounts, including terminating frozen sessions that blocked reservation access.
- Performed OPERA server maintenance, including executing SQL scripts to expand database tablespace.
- Supported Closing Managers by troubleshooting and resolving errors encountered during Night Audit and End-of-Day processes.
- Supported the Accounts Receivable department in resolving imbalance issues by using specialized software tools to identify and correct data inconsistencies.
- Assisted clients with troubleshooting and resolving issues related to the OXI interface system.
- Provided hardware support for devices such as printers, routers, and credit card terminals.
- Promoted in late 2015 to a dedicated Hyatt Hotels support team.
POS Analyst
Planet Hollywood International
11.2014 - 03.2015
- Delivered global software, hardware, and network support for more than 200 restaurant locations.
- Provided hardware support through the repair and maintenance of POS and KDS terminals.
- Delivered software support for NCR Aloha POS and resolved issues affecting PC-based terminal applications.
Help Desk Technician
Darden Restaurants, Inc.
06.2013 - 06.2014
- Provided nationwide technical support for more than 2,000 restaurant locations, assisting managers and staff with software, hardware, and network issues.
- Supplied hardware support by troubleshooting issues and coordinating with third-party vendors, such as NCR, to repair or replace equipment including POS terminals, routers, switches, KDS controllers, and UPS units.
- Provided software support for DASH POS, iKitchen, I-9, TAS, PeopleSoft, and Active Directory platforms.
IT Technician
Rasmussen College / Ellucian
12.2012 - 02.2013
- Account unlock & password reset for students via Active Directory.
Interim Technical Coordinator / Customer Service Representative
Walmart Specialty Pharmacy
09.2008 - 09.2011
- Chosen by the General Manager to assume full Technical Coordinator responsibilities until a permanent replacement was hired.
- Key achievement included designing and implementing MS Access databases for the company, including one to document patient care protocols for pharmacists and nurses and another to track employee break times.
- Provided hardware and software support, including coordinating with Walmart headquarters to resolve technical issues.
- Served as backup support for the pharmacy’s customer service center.
Education
Bachelor of Business Administration -
Turabo University
Gurabo, PR05.2008
Information Technology - undefined
Huertas Junior College
Caguas, PR05.2004
Skills
- Ability to Work in a Team
- Adaptability
- Automated Vehicle systems
- Communication Skills
- Customer Service
- Leadership Skills
- Mac OS
- Microsoft Windows (10/11)
- Multitasking
- Office 365
- POS Systems
- Problem-solving
- Remote Server Administration (Azure/EndPoint)
- Telephony software (Genesys/NVOQ)
- Troubleshooting (Problem Solving)
- User Accounts/MMC
- Writing
LANGUAGES
Spanish Native speaker
English Native speaker
Timeline
Software Vehicle Operator
Zoox
11.2024 - 10.2025
Service Desk Technician
Dispatch Health
09.2021 - 01.2024
IT Specialist
Caesars Entertainment
01.2020 - 03.2020
Technical Support Admin
Oracle
06.2015 - 03.2019
POS Analyst
Planet Hollywood International
11.2014 - 03.2015
Help Desk Technician
Darden Restaurants, Inc.
06.2013 - 06.2014
IT Technician
Rasmussen College / Ellucian
12.2012 - 02.2013
Interim Technical Coordinator / Customer Service Representative
Walmart Specialty Pharmacy
09.2008 - 09.2011
Information Technology - undefined
Huertas Junior College
Bachelor of Business Administration -
Turabo University