Kendall Castillo Arias

KENDALL CASTILLO ARIAS

Technical Support Analyst
KAISER PERMANENTE, HEREDIA
Diagnosis and resolution of technical issues related to web applications, login problems, and browser compatibility.
Effectively resolves moderately complex issues and offers assistance to colleagues, demonstrating a depth of expertise and acommitment to supporting the team´s success.
Managed and prioritized technical requests, contributing to improved workflows and faster response times for incomingsupport cases.
Supports and assists with troubleshooting efforts in conjunction with members to identify moderately complex problems.
Delivered training and support to new team members, guiding system operations, troubleshooting techniques, and servicestandards.
Involvement in project initiatives.
Creation of a Runbook documenting all key processes throughout the project lifecycle.
Engage actively in the development of a comprehensive knowledge base article (KB) tailored for a novel web supportproduct.
2023-12
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PRESENT
IT Support Print L1 -Printer Specialist HP Inc.
T&TA, HEREDIA
Diagnosis and resolution of printing issues in enterprise environments, including network configuration and connectivity.
Administration of TCP/IP networks to ensure device and print server connectivity.
Configuration of IP addresses, subnets, and gateways on network printers.
Troubleshooting firmware errors, drivers, and print compatibility across various operating systems.
Use of remote diagnostic tools for performance optimization and resolution of critical failures.
2023-01
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2023-12
Technical Support Specialist-Google
CONCENTRIX, SAN JOSÉ
Specialized technical support for cloud storage services and data synchronization on Google One.
Diagnosis and resolution of connectivity issues, data migration, and configuration in cloud storage environments.
Customer account management, technical needs assessment, and extended support, ensuring high levels of satisfaction.
Troubleshoot for G One cloud storage accounts.
Achievements
Recognized as a top performer in productivity and quality metrics.

CISCO, CCNA
UNIVERSIDAD CASTRO CARRAZO, SAN JOSÉ
2025-02
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2025-04
JavaScript, ITS certification
ACADEMIA EUROPEA
2024-04
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2024-07
Computer Systems Engineering , Bacheloor's Degree
UNIVERSIDAD FIDÉLITAS, SAN JOSÉ
2023-05
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PRESENT