Fabio Castellano Zadel

I consider myself a person that is highly motivated by high tech and eager to learn new technologies, during my life I have gained some years of experience in different areas of IT like monitoring, user support, documentation and projects management, SO migrations, data analysis, leadership, amongst others. I always like to take the initiative and I strive for positive results through the application of my knowledge in technical and in business environments.

GSOC Analyst, IPC Systems INC; Madrid, Spain – November 2023 –
Currently working
Functions:
- Use Remedy as ticketing tool.
- Watch over the queue assigning every incident and action them accordingly
to not affect the SLAs.
- Follow up network and VoIP incidents with carriers all over the world.
- Log in to switches and routers Cisco/Nokia to grab as much information as
possible in order to solve the incidents as soon as possible or for the other
teams to have more information about the device.
- Update the incidents and escalate them to the right team.
- Inform the customers about any planned maintenance done by carriers.
- Do some tests with the networking/VoIP areas to ensure that line is working
properly from A-End to B-End.
- Use Netcool as monitoring tool and to action alerts.
- Multitask.

System Engineer IROC & data analyst, Centene Corporation; Madrid,
Spain – March 2021 – August 2023
Functions:
- Use Service-now as ticketing tool to treat any kind of incident.
- Use Dynatrace, SolarWinds, Splunk, Nectar to monitor circuits, programs,
services, storage, VoIP amongst others.
- Analyze and solve incidents according to the company procedures.
- Create tickets to the corresponding areas in case something happens when
monitoring.
- CMDB analysis and correction/update within the ITSM tool.
- Arrange meetings engaging all the corresponding areas for problem solving.
- Classify and prioritize incidents, as well as scaling and provide support in
case there is a major incident, as this affects a huge number of users.
- Send Outage Communications when there is a problem/incident so that
users and the rest of the company colleagues are up to date with the latest
status.
- Deep analysis in major incidents using our monitoring tools to gather
diagrams, charts or other visuals that could help determine the root cause.
- Create complex documents/reports of all the analyzed major incidents and
attach them in Service-now and in share folders.

- Use QA automation tools to run 140+ tests that are used all over USA and
validate them in case of failure.
- Use PowerShell & AD for task automation and to grant/deny/see any kind of
access to shared resources, folders, etc respectively.
- Use ITSM tools & ITIL on a daily basis.
- Leader backup.

DocuWare Consultant, Mercedes-Benz; Madrid, Spain – January 2020 –
March 2021
Functions:
- Monitor the workflows and initialization of them to avoid any delays or failure
in the documents.
- Provide remote support to users from different countries who have
incidences/inquiries with their documents, as well as recover them from
the system.
- Keep the workflows operational so the activities and/or documents continue
the process successfully.
- Grant/deny access to people or groups to certain file cabinets. Create
or modify templates that help in the automatic recognition of the
documents, as well as modify the workflows if needed.
- Categorize and scale the incidences to the corresponding area using the
ticketing system.
- Check SQL queries in order to correct/view failures within the workflow.

Help desk operator Level 1, INDRA; Alcobendas, Spain — May 2019 –
Dec 2019
Functions:
- Handle worldwide incidences using the ticketing program REMEDY.
- Analyse and solve each of the incidences in the established time in order
to achieve the SLA.
- Categorize the type and level of incidences correctly.
- Support users that have problems with end devices such as computers,
printers, internal applications as well as installing software and keep the
devices updated.
- Scale incidences to the respective areas.
- Use the Active Directory to grant access to shared resources and
applications, unlock accounts, reset passwords amongst others.
- Support Microsoft applications as OneDrive, Outlook and other programs
that are inside the Office package. Office365.
- Use Azure for user management and various applications and services.

IT Coordinator, Hapag-Lloyd Perú; Lima, Perú — 2015 - 2019
Functions:
- Watch over business continuity supervising and performing preventive and
corrective maintenance to technical equipment.
- Provide technical support via telephone, remote or in site (English and
Spanish) to users who had problems with computers, software, cell
phones, IP Cisco phones, printers and other end devices.
- Provide support to third party that used our software.
- Supplier communication.
- Use Jira to track progress of projects as well as to take notes and schedule
some meetings.
- Lead implementation projects.
- Onboarding and offboarding of users’ equipment.
- Monthly report to Hamburg (main office) and Chile (regional office) about
future projects, incidents and the status of them.
- Constant communication with Hamburg IT Service Desk regarding
incidents as well as its proper refer of the biggest problems.
- Communication with Orange (India and Egypt) for updates or incidents
regarding the IP Cisco phones.

Technological institute CIBERTEC, Lima, Perú — Professional technician in
networking – 2015