Cybersecurity Certificate

Dedicated IT professional with one year of hands-on experience in technical support, seeking to leverage proven problem-solving abilities plus technical expertise to enhance system efficiency and security within a dynamic organizational environment. My goal is to contribute to a team where I can continue to grow and apply my IT knowledge to ensure the security and efficiency of organizational systems.

University of Southern California

California State University,Los Angeles

·        Responsible for Tier I support for a wide range of endpoint assets; Refreshed desktops, laptops, printers, OS, mobile devices, general and specialized software applications.
·        Provided troubleshoot support to over 15,000 users on software deployment, network configuration, managed imaging, and deployment processes.
·        Used **Active Directory** to create, modified, managed accounts, and reset passwords to ensure appropriate access of control to meet security compliance across UCLA campus.
·        Configured user network connectivity such as Wi-Fi, VPN’s, and printers using **PowerShell** to automate mapping PC’s to the UCLA network.
·        Utilized LinkRunner 10G and **PuTTY** to diagnose network connectivity and troubleshooting of VLAN ports for up to 10 users weekly on average.
·        Installed, configured, maintained Windows and Apple operating systems through UCLA imaging, patching, and deployment operational methods.
·        Resolved over 20 tickets per week on average using Service Now ticketing system. Manage incoming and outgoing inventory of IT equipment

Support Analyst Level I

·        Served as a **Level 1 Help Desk Analyst**, providing first-line support for hardware, software, and network issues via phone, email, and chat.
·        Managed incident workflows within **ServiceNow**, ensuring accurate logging, prioritization, and resolution of technical issues. logged and categorized incidents in ServiceNow, achieved high first contact resolution rates, and escalated complex tickets to **Level 2 analyst** in accordance with SLAs
·        Handled an average of 30 inbound support calls daily, providing level 1 assistance, maintaining high first call resolution rates, and ensuring adherence to SLA target goals.
·        Utilized **Jarvis**, Taco Bell’s proprietary support platform, to quickly access system health metrics, historical incident data, facilitating proactive monitoring rapid resolution of POS, network, and hardware issues across over 8,000 restaurant locations.
·        Utilized **PuTTY** to establish secure **SSH** connections for network device management and diagnostics. Performing command-line troubleshooting that reduced **LAN/WAN** connectivity resolution time and improved overall network uptime

Help Desk Analyst Level 1

Aiden Castillo

English

Native or bilingual proficiency

Spanish

American Sign Language

Limited working proficiency

Documentation

Troubleshooting

Data Analysis

Network Administration

Communication

Time Management

Technical Support

Problem Solving

customer service

Monitoring and instrumentation technologies

Maintenance

installation

Problem-Solving

Software Installation

System Monitoring

Hardware Maintenance

Adaptable

Conflict Resolution

Emotional Intelligence

Leadership

Time management

creativity

Teamwork

Problem-Solving Skills

Aiden Castillo

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