Robbie Castaneda
Austin,TX
Summary
Test Analyst | CRIS System Specialist | IT Support Expert with over 11 years of experience delivering technical assistance, system analysis, and application testing across public and private sectors. Recognized for hands-on expertise with the Crash Records Information System (CRIS), including direct training and support for over 30 law enforcement agencies annually. Skilled in crash data compliance, business rule validation, and system troubleshooting. Adept at test planning and execution, XML analysis, and documenting user acceptance and regression test results. Known for translating complex technical issues into practical solutions while collaborating with public safety partners in high-impact, time-sensitive environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
CRIS Support Specialist II
Texas Department of Transportation
02.2023 - Current
- Trained 30–40 law enforcement agencies annually on CRIS application use via virtual and on-site sessions, enhancing crash data accuracy and submission compliance.
- Provided technical support to law enforcement and public sector agencies, logging and tracking resolution for CRIS-related system issues.
- Reviewed and interpreted business rules for crash report data, ensuring compliance prior to deployment.
- Collaborated with teams to analyze system performance and validate data outputs for statewide reporting accuracy.
Workforce Management Analyst
Enjoy Technology
03.2022 - 09.2022
- Managed and optimized schedules, PTO, and payroll processing for a 350-employee workforce across multiple shifts and time zones.
- Analyzed attendance behavior and led training updates, reducing noncompliance incidents.
- Delivered reports on labor utilization to improve operational efficiency.
Partner Systems Support Lead
Enjoy Technology
07.2019 - 03.2022
- Supervised 18+ support agents providing remote assistance for 200+ users; delegated task loads and led scheduling strategies.
- Designed onboarding and training curriculum for support staff, increasing productivity and customer satisfaction scores.
- Acted as the point of contact for escalation resolution, and coached peers based on root cause analysis.
Systems Support Analyst
Enjoy Technology
04.2018 - 07.2019
- Respond to 40-50 incoming calls and emails from customers, as well as chats from drivers in Zendesk and Slack. While adhering to the service level agreement (SLA),.
- Reviewed all safety concerns and escalated orders to the trust and safety team to ensure all orders are valid to proceed.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions, and implementing the best solutions.
- Resolved customer issues using problem-solving skills, and knowledge of products and services.
Education
High School Diploma -
Pflugerville High School
Pflugerville05.2013
Associate of Arts - Interdisciplinary Studies
South Texas College
McAllen, TXSkills
- Test Planning & Execution (UAT, Regression, Integration)
- CRIS application expertise
- Data analysis and validation
- XML interpretation and editing
- Business rule configuration
- Technical communication and training
- System requirements and documentation
- Ticketing systems (Manage Desk, Zendesk)
Certification
- Foundations of Project Management, 01/01/22, Coursera
- Learning Microsoft Dynamics 365: The Basics, 08/01/22, LinkedIn
Personal Information
Title: IT Support Specialist III
Timeline
CRIS Support Specialist II
Texas Department of Transportation
02.2023 - Current
Workforce Management Analyst
Enjoy Technology
03.2022 - 09.2022
Partner Systems Support Lead
Enjoy Technology
07.2019 - 03.2022
Systems Support Analyst
Enjoy Technology
04.2018 - 07.2019
High School Diploma -
Pflugerville High School
Associate of Arts - Interdisciplinary Studies
South Texas College
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