IT TECHSUPPORT LEADER PRO

Ralph Castillo

Technology Team Leader and Gulf War Vet with 20+ years experience who relishes in TroubleShooting Windows, MacOS Desktops, CyberSecurity and Solving Unique and challenging IT TechSupport Problems. I am a Certified Google IT Professional with strong proficiencies in Object Oriented methods, Hardware, OS, Cloud, SQL, Data, Fully Bilingual (English and Spanish) and a Always Can Do Attitude.

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Years of Experience

20+

Projects Completed

300+

Certifications Received

20+

Team Size

About me

Hello! I’m Ralph W.Castillo TechSupport Leader and Gulf War Vet, San Antonio, Texas USA and the Replublic of Panama. I'm a Critical thinker with a rich experience, Windows and MacOS Desktop Support in IT TechSupport Field, Residential, Small Business, Enterprise Clients under my belt. IT Administration, DataCenter and stressful situations are my favorite tasks. I'd love to talk with you about my Calm level-headed Customer Support and De-Escalation skills. I hold Specializations and IT Certifications: Dell Certified Technician, Google IT Support Specializations, for example System Administration and IT Infrastructure Services, Technical Support Fundamentals, IT Security: Defense against the digital dark arts, Operating Systems and You: Becoming a Power User, The Bits and Bytes of Computer Networking. IBM Cybersecurity Analyst. IBM Cybersecurity Compliance Framework & System Administration Certification. Google Cloud Platform Fundamentals: Core Infrastructure Certification. Google Crash Course on Python Certification. University of Colorado: Cybersecurity for Business Certification. IBM Cybersecurity Tools & Cyber Attacks Certification. I have experience in developing Web-based applications using PHP Technologies. I am Skilled in client side web technologies like HTML, CSS, JavaScript, as well as experience in databases, MySQL and SQLlite. I am constantly upgrading my knowledge base and taking new courses learning to keep up with the technology and industry's standards.

What I Do

I do Windows and MacOS Desktop Support, Local Area Network Consulting, TechSupport, Information Technology Outsourcing which is based in Texas, Florida, Panama and Latin America , I service hundreds of customers in the fields of: manufacturing, education, construction, forwarding, information technology, real estate and nonprofit organizations as well as other related fields. I also offer Managed IT Services, by Managing your entire IT Team saving you time, money and expertise.

Infrastructure

I can assist you in determining your current IT infrastructure state, and further help you build and realize an IT strategy aimed at improving your IT infrastructure efficiency. By conducting; Audit of the entire IT infrastructure according to the industry standards. Designing a detailed plan to improve your IT infrastructure performance. Identifying operational issues and data protection risks and defining a way to eliminate them.

Application Support

In my Role as a Application Support Technician I was responsible for managing the Resolution of any and all Application and System issues that arise across a business During Development, PreProduction and Production Enviroments. The Application Support Position required me to learn and deploy both business skills and technical IT knowledge, and demands an ability to manage multiple high-level tasks under pressure.

Web and Ecommerce

I have a good working knowlege of Web Development and I have been responsible for the coding, design and layouts of a websites according to the Client and or company’s specifications, by Writing efficient code, Creating websites/a website using standard HTML/CSS practices, Maintaining and expanding/enhancing the website once built and Managing a team might also be part of the job role.

Training

Google IT Support Professional, Desktop and System Administration

GOOGLE AND COURSERA STUDIES

Skills gained to succeed in SysAdmin level IT capacity, Learn to perform day-to-day IT support tasks including computer assembly, wireless networking, installing programs, and customer service. Use systems including Linux, Domain Name Systems, Command-Line Interface, and Binary Code. Provide end-to-end customer support, ranging from identifying problems to troubleshooting and debugging. Crash Course in Google Cloud Platform Fundamentals: Core Infrastructure, Google Compute Engine (kubernetes), Google App Engine (GAE) and Cloud Computing.

IBM CyberSecurity Analyst Professional, CyberSecurity Compliance Framework & Cloud Computing System Administration

IBM AND COURSERA STUDIES

Understanding the concepts including network security, endpoint protection, incident response, threat intelligence, penetration testing, and vulnerability assessment. Patching and endpoint protection as it relates to Client System Administration. List and describe several key cybersecurity compliance and industry standards including NIST, GDPR, HIPAA, SANS and PCI. Define encryption, encoding, hashing and digital certificates as it relates to cryptography.

CyberSecurity For Business, CyberSecurity Countermeasures, Intl. Cyber-Conflicts

UNIV. OF COLORADO (BOULDER), NEW YORK UNIV.(NYU) & STATE UNIV. OF NEW YORK (SUNY)

This specialization is designed for senior business leaders to middle management and system administrators, so they can all speak the same language and get a better handle on their organization's security. Additionally, the course material may help you in passing some industry leading computer security examinations such as Security+ and CISSP. I Learned to identify risks and learn how to protect systems given real world system architectures. I Learned use my knowledge to assess real world data breaches to determine what threats and exploits caused the data breaches and also what defense mechanisms would have prevented the breaches. Finally, we will use the proactive security knowledge I gained to exploit a live system to show the risks of insecure web applications. University of Colorado System Department of Computer Science

Consortium of School Networking (CoSN) CyberSecurity For K-12 Schools, CyberSecurity Countermeasures.

1325 G St. NW, Suite 420 Washington, DC 20005

CoSN provides school district technology leaders with the resources to develop, implement, and maintain their IT infrastructure to enable digital learning. School districts need to focus on IT management to ensure that their networks are secure and have the capacities to support transformative technology. District technology leaders are also responsible for thinking about the costs and values of implementing technology plans.

Experience

IT CONSULTANT / SECURITY RESPONSE SPECIALIST AND INCIDENT RESPONSE

CATAPULT SYSTEMS/QUISITIVE

2021 - Current

Tampa,Fl and San Antonio, TX

Guide and help businesses develop, integrate, and maximize the value of IT systems. We provide strategic advice, troubleshoot technical issues, and offer expertise in areas such as hardware, software, networks, and project management. Responsible for Microsoft security operations analyze, monitor, identify, investigate, and respond to threats in multicloud environments by using Microsoft Sentinel, Microsoft Defender for Cloud, Microsoft 365 Defender, and third-party security solutions. Microsoft security operations analysts collaborate with business stakeholders, architects, identity administrators, Azure administrators, and endpoint administrators to secure IT systems for the organization.

IT / SYSTEM ADMIN - CAMPUS TECHNICIAN / DESKTOP SUPPORT

IDEA PUBLIC SCHOOLS (IPS)

2021 - 2023

Tampa,Fl and McAllen tx

Responsible for Technology / Desktop Support, Troubleshooting, problem evaluation, and management of technology related needs for campuses and support locations. Oversee repairs and upkeep of technology related equipment such as computers, peripherals, interactive devices, printers, projectors and A/V accessories and Windows, MacOS Desktop and Applications.

IT / INFRASTRUCTURE MANAGER / DESKTOP SUPPORT

FROST S.A

2012 - 2021

Panama, Republic of Panama, Montreal, Canada, Central America and Colombia

The Infrastructure Manager is responsible for the design, installation, maintenance, and retirement of the systems and personnel that are at the core of an organization. The services under the responsibility of the Infrastructure Manager are typically the underpinning (or supporting) services, or infrastructure, that enable the delivery of customer-facing IT services and Managing the Intl. DataCenter and Windows, MacOS Desktop and Application Support as well as Managing a Global IT Staff.

APPLICATION SUPPORT ANALYST / DESKTOP SUPPORT

EZBET POINT OF SALE

2014 - 2021

Latin America and the Caribbean

Application Support Analysts are charged with responding to and resolving customer issues in regards to smartphone or computer applications. The types of applications they work on can range from mobile games to banking software, and they typically deal with a great number of customers on a daily basis. While simultaneously leading a team of software professionals. To ensure that all applications run smoothly and all customer inquiries are properly addressed, Application Support Analysts perform a variety of tasks.

DESKTOP TECHSUPPORT TEAM LEADER / TRAINER

Dell - US / Panama

2005 - 2010

Panama, Republic of Panama

Responsible for providing phone-based technical support for Dell Client products. Assists customers in determining problems, and provides resolutions on technical and service problems. Responsible for customer satisfaction through effective handling of customer problems. Ensures proper escalation procedures are followed. Performs assigned functions according to standardised policies and procedures. Basic analytical ability is required to resolve routine technical issues. Normally receives little instruction on routine work and general instruction on new assignments. Train and give assistance to junior-level employees.

KNOWLEDGE

Website hosting

Managed Service Provider

Windows Desktop Support

MacOS Desktop Support

Windows Server Support

DataCenter Management

Remote Machine Management

TechSupport

Time Management

Communication

Problem-Solving

PHP

Flexibility

Critical Thinking

CyberSecurity

Access Control

Penetration Tests

Remediate & Manage Cyber Risk

Patience

Thinking Out-Side-the-Box

Project Management

Operating System Skills

100%

Windows OSs

85%

Linux

85%

MacOS

100%

Office

90%

Third Party Apps

99%

DataRecovery

100%

TroubleShooting

95%

Anti-Virus

Coding and Design Skills

94%

PHP

75%

MySQL

75%

JavaScript

85%

Gimp

90%

Photoshop

90%

Illustration

Certification Portfolio

This is just a short List, I have too many certifications to List Here

All
Google
IBM
Dell
Univ Colorado
Univ London
Univ Minn
Icahn School of Med
Indian School of Business

Project Name for — Google
IT Support Professional

Google

Python Crash Course

What I do in my Time Off

I Enjoy Time with my Family

Lots of people think they spent a lot of time with their family, because they see all the family members every day. They eat at the same table, drive in the same car and do the house work together. It is true – they spend time with family members, but it can’t be called a quality family time. To have a strong and happy family, you need to understand what quality family time is and why it is needed. I enjoy just talking with my Kids telling jokes making them laugh and smile.

Having fun with my Dogs

Caring for dogs can be a full-time job, but when you get the opportunity to spend the whole day with your pup, you’ll want to take advantage and have fun. Whether you’re a new dog owner or just looking for a way to keep an active dog entertained, you should get outside, think of fun activities to do at home, and have lots of toys and treats to keep your pup entertained.

Relaxing and enjoy the Sunsets

Sometimes I Feel like there aren't enough hours in the day even if you have to go back to the office after you watch that last sliver disappear below the skyline, taking a few minutes out of your day to experience some of the golden hour will be worth it. Just a 20-minute dose of fresh air promotes a sense of vitality and energy.

Contact

How Can I Help You?

21302 Encino Commons Apt 2101 San Antonio, TX 78259

[email protected]

+ (813) 564-3393

Ralph Castillo

IT Support Professional

IT Infrastructure

Security:Compliance

Tools and Cyber Attacks

Python Crash Course

IT Security Defense

Cloud Infrastructure

Support Fundamentals

Computer Networking

Information Security

Health Care and IT

IT Infrastructure

Operating Systems

CyberSecurity Business

Project Management

Certified Technician

I Enjoy Time with my Family

Having fun with my Dogs

Relaxing and enjoy the Sunsets

How Can I Help You?