Giovanni Castillo
Narre Warren South,VIC
Summary
Versatile IT Technician ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures.
Overview
23
23
years of professional experience
Work History
It Technician (Casual)
Allied Business Relocations
02.2023 - Current
- Reassemble IT equipment, at the clients designated location(s) and carefully and safely organize all IT equipment for relocation or installation
- Ensure cable management according to the client's preferences, for all IT equipment
- Thoroughly check that all installed IT equipment and devices are functioning correctly.
Administrative Assistant (Part-time)
IM & EM Lawyers And Consultants Pty Ltd.
11.2022 - Current
- Created and managed processes and procedures for visa processing on immigrant and non-immigrant applications.
- Organized and completed documents to manage paper and electronic filing systems of clients, invoices, and administrative matters via Smokeball.
- Managed expense reimbursement and accounts payable and receivable information.
- Assisted clients with immigration application completion to improve timeliness of case review and disposition.
- Responded to client inquiries to provide accurate legal advice and offer assistance.
Customer Service Associate II
Sykes Asia, Inc.
08.2021 - 08.2022
- Provide technical assistance for INTEL product customers from Australia and APAC countries via phone, email, chat, and remote support for diagnosis and resolve hardware and software issues effectively
- Collaborate with cross-functional teams to escalate and resolve complex technical problems, ensuring a high level of customer experience
- Maintain accurate records of customer interactions, inquiries, comments, and resolutions using the company's CRM system (Salesforce)
- Conduct remote troubleshooting sessions (if necessary) to guide customers through software installations, Configurations, and updates; Participate in regular training sessions to stay updated on product knowledge and technical advancements.
Technical Support Associate
Cloudmanila Philippines, Inc.
06.2017 - 05.2021
- Provide Level 1 internal/remote support and maintenance of 60 workstations and 30 Servers; Cloud Server, Firewall (PFSense) and network connections
- Back Office IT support for UK client's call-center system (Vicidial) and escalates unresolved incidents/service requests to System Admin within agreed timescales for resolution
- Administer and setting up accounts for new users/staff in Active Directory and Microsoft 365; manage ad-hoc and admin tasks for ICT projects and expenses such as Cloud, Domain, SSL, etc.
It Technical Support
Lentus Solutions Inc.
06.2016 - 09.2016
- Deliver Level 1 Desktop/Laptop support for 150 workstations across all head office staffs
- Resolves and closes incidents/service requests via HP Enterprise SM9 Helpdesk Ticketing System
- Escalates to Level 2/3 for unresolved incidents/service requests within agreed timescales.
IT Support
Computer Troubleshooters, Inc.
02.2013 - 04.2015
- Back-office service delivery for MSAI Healthcare (US Client) for day-to-day medical transcriptions report submission
- Ensure that all requests and work undertaken are logged and maintained effectively; carry out additional responsibilities and instruction from IT Manager
- Responsible for responding to technical incidents in a timely manner, researching and resolving Level 1 technical support issues, escalating technical issues together with MSAI Technical Manager; providing support, including procedural documentation and relevant reports.
Technical Staff
Pro Act Philippines, Inc.
07.2010 - 02.2012
- Act as an Associate Project Leader for installations of CCTV equipment's and deployment of workforce for 57 branches of Allied Bank
- Report directly to the General Manager regarding any incidents, issues and concerns related to ICT and clients.
Tele Qualifier
Puremav Interface Vision Management & Consultancy
06.2006 - 04.2010
- Initiate contact with potential leads through phone calls or other communication channels and obtain customer information such as name, address, and other customer information via CRM (Vicidial)
- Generate qualified and quality leads per day as daily quota.
Computer Technician
Netopia Internet Café
07.2004 - 06.2006
- Attend technical issue encountered by the branch such as hardware/software installation, diagnosis, repair, and maintenance of desktop, network job entry stations and related equipment within the computer network
- Deliver excellent customer experience and educate customers in a safe surfing environment; perform installations of desktop computers, printers, and assorted peripherals
- Maintain inventory records of desktop computers and dispose of obsolete equipment; handling Advanced Desktop Publishing Services.
Self Employed Proprietor
Mainstreet Internet & Network
05.2001 - 08.2004
- Assist customers with trouble or questions regarding the usage of computer software used
- Worked with many different types of software/hardware, instructing customers on proper usage of hardware/software; making sure software (OS,online games, LAN games) and hardware are up-to-date
- Provides solutions for any software or hardware issue by the customers.
Education
Certificate IV in Cyber Security -
Holmesglen Institute of TAFE
Chadstone, VIC07.2024
Bachelor of Science - Computer Science
Central Colleges of The Philippines
Quezon City, Philippines03.2000
Skills
- Microsoft Windows and Office
- Hardware Installation
- Desktop Technical Support
- Application Installations
- Account Administration
- Remote Support
- Network Troubleshooting and Security
- Data Recovery
- Tracking and Documentation
- VoIP Installation
- Virtualization Technologies
- Server Maintenance
- Attention to Detail
- Friendly and Patient
Timeline
It Technician (Casual)
Allied Business Relocations
02.2023 - Current
Administrative Assistant (Part-time)
IM & EM Lawyers And Consultants Pty Ltd.
11.2022 - Current
Customer Service Associate II
Sykes Asia, Inc.
08.2021 - 08.2022
Technical Support Associate
Cloudmanila Philippines, Inc.
06.2017 - 05.2021
It Technical Support
Lentus Solutions Inc.
06.2016 - 09.2016
IT Support
Computer Troubleshooters, Inc.
02.2013 - 04.2015
Technical Staff
Pro Act Philippines, Inc.
07.2010 - 02.2012
Tele Qualifier
Puremav Interface Vision Management & Consultancy
06.2006 - 04.2010
Computer Technician
Netopia Internet Café
07.2004 - 06.2006
Self Employed Proprietor
Mainstreet Internet & Network
05.2001 - 08.2004
Certificate IV in Cyber Security -
Holmesglen Institute of TAFE
Bachelor of Science - Computer Science
Central Colleges of The Philippines
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