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Olivia Castillo
309 Kings College Place Apt 3A NY, NY
10001 (718) 313-9876 olivia@gmail.com
SUMMARY
A professional with over seven years
of demonstrated corporate experience in technical and customer service support.
Major strengths in problem solving and heavy customer service interaction. A
dependable, well-organized team player with a successful track record in
increasing personnel morale, production and technical expertise in quality
assurance and compliance regulations.
PROFESSIONAL
EXPERIENCE
Cadwalader, Wickersham, & Taft,
New York, NY Nov
2008 – May 2011
IT Support Specialist
·
Provided
technical solutions for software and hardware issues via telephone and onsite
·
Created
and managed user accounts in Active Directory, Lotus Notes and Blackberry
server
·
Managed
user, mail, and data accounts on Active Directory
·
Activated
and performed troubleshooting on RIM Blackberry and iPhone devices
·
Resolved
remote connection problems using VPN, Citrix, or remote desktop
·
Provided
resolutions for hardware and software issues on Dell, HP, IBM/Lenovo, MAC
laptops and Dell desktops, including re-image, viruses, slow performance,
software installation and configuration, wireless and cable network
connections, wireless cards, and printers
·
Maintained
detailed documentation of calls in the call tracking system
PricewaterhouseCoopers, New York, NY Nov
1993 – Nov 2007
Senior
Desktop Support Technician
·
Provided
on-site and remote technical support on Windows XP, Lotus Notes and Blackberry
to a client base of 5000+ customers, including high-level executives
·
Supervised
IT service desk monitoring a rotating staff of six technicians
·
Responsible
for troubleshooting hardware and software issues on Dell, HP, and IBM/Lenovo
laptops and Dell desktops, including re-image, viruses, slow performance,
software installation and configuration, wireless and cable network
connections, wireless cards, and hot swaps
·
Installed
Blackberry Desktop Manager and device drivers, and perform Blackberry
re-images, reinstalls and reset to resolve synchronization problems.
·
Identified
and solved issues with Lotus Notes including reinstalls, changing database
servers, recreating corrupted cache and bookmark, adding Notes IDs,
replication, calendar, compacting and workspace configuration
·
Monitored
six servers on-site and remotely at multiple locations throughout the metro
region using CIM, ARCserve and BrightStor
·
Processed
weekly backup of data server, Audix and PBX systems
·
Restored
data from storage backup tape media to servers
·
Performed
new telephone line installations in the server room and IDF closets
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EDUCATION
Bachelor
of Business Administration in Computer Information Systems, 2003
City
University of New York, Bernard Baruch College, New York, NY
Associate
degree in Telecommunications, 1998
City
University of New York, Fiorello LaGuardia Community College, New York, NY
CompTIA’s
A+ Certification – September 2003
TECHNICAL
SKILLS
Microsoft
Windows 7
|
Mac
OS X
|
Vista
|
Apple
iTunes
|
XP
Professional
|
Blackberry
Admin Service
|
Microsoft
NT Server
|
Blackberry
Desktop Manager 6
|
MS
Server 2003
|
Blackberry
Enterprise Server
|
Active
Directory 5.2
|
Palm
OS
|
Office
2010, 2007, 2003
|
Citrix
Management Console
|
Outlook
2010 & 2003
|
Citrix
Client
|
Internet
Explorer
|
VPN
Client
|
Netmeeting
|
Compaq
Insight Manager
|
Livemeeting
|
CA
BrightStor ARC serve Backup
|
Lotus
Notes 6.5
|
Bloomberg
Terminal
|
Lotus
Sametime Connect
|
VZAccess
Manager
|
Adobe
Acrobat 7.0 & 8.0 Pro
|
Mozilla
Firefox
|
Adobe
Acrobat Reader X
|
Opera
|
Peregrine
ServiceCenter
|
Symantec
Endpoint Protection 11
|
ValueWise
|
McAfee
VirusScan 8.0
|
Interwoven
Filesite
|
Norton
Anti-Virurs
|
Deltaview
Workshare
|
Panda
Cloud AV
|
Nero
& Roxio Burning
|
Spybot
Search & Destroy
|
Odyssey
Client Manager 3.0
|
Malwarebytes
|
Symantec
Ghost
|
Ccleaner
|
Excellent
verbal and written communication skills
Fluent
in Spanish
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