Angel Castaneda

I was offered this newly created hybrid position, despite having no formal training in voice technologies. This proved to be a blessing, as I have enjoyed learning hands-on as I go.

I support a wide range of PBX and Voicemail systems (Avaya, Octel, Nortel, and Cisco CME, CUCM, and Unity).

After getting my CCNA in May of 2010, I passed my CCNA Voice exam, and now plan to continue on the CCVP track.

Provided deskside support to users in the Corporate office, Technical Services, Business Services and ReachCanada.

Most issues required troubleshooting on both Windows XP and Windows 2000 workstations, host connectivity problems, telephone and computer moves and set up, and assisting users with their day-to-day activities.

I was also involved with the deployment of new computers, which had to be imaged, joined to an Active Directory domain and configured to work with several systems used by ReachCanada users.

As a side project, I identified and assisted with the implementation of a Knowledge Base system, which is now being used by Service Desk analysts in Winnipeg and Toronto.

I also set the framework for a customer-facing tool that will allow employees to solve simple issues on their own, without having to contact the Service Desk.

As a Service Desk Analyst, I provided first level support for Windows and Mac users across Canada. I also assisted with basic issues on Avaya and Nortel systems, Blackberry servers, and Active Directory account management.

While still an analyst, I participated in the Service Desk’s phone migration from an Avaya to a Cisco system, helping with testing, and identifying the common tasks analysts would need to do on the phone, which in turn were implemented by the Telecomm group.

I was in charge of assisting Bank of America corporate users, focused on those who were connected remotely using the Cisco VPN Client. Other tasks included support for Office products and basic account management.

I eventually became part of the 2nd level support group, which helped analysts with issues they could not resolve on a first-call basis.

Being a Technical Support Agent, I helped Comcast’s customers with technical problems they encountered with their High Speed Internet and Digital Telephone services.

My technical skillset and customer service skills (learned while working in retail) helped me deal with customers in a quick, polite, and satisfying manner, which lead me to be recognized with an “Certificate of Excellence”.

Network Security Diploma in Networks, Security

Information Security and Assurance in Security, Information Technology

Internet Specialist in Cisco, Routing, Switching, Hardware, Software
Activities: Participated in the Career Symposium at the MTS Center (2005) Volunteered at the Open House 2005.

Personal Website

Telecommunications, Arduino programming, Linux OS, Geocaching, Lighting Design.