alwen castro

Serve as primary technical support for 40+ retail locations, providing remote support for hardware, software, networking, SaaS applications, POS systems, printers, and connected devices. Troubleshoot and resolve issues involving Windows endpoints, Internet connectivity, Wi-Fi, WAN/LAN configuration, static IPs, DNS, routers, and network equipment.

Provided technical support for a SaaS property-management platform used by hospitality businesses. Investigated issues involving reservations, calendar synchronization, booking channels, account configuration, and platform behavior.

Focuses on solving customer requests/issues and maintaining product documentation that is simple to understand and follow. The main workflow revolves around fielding questions from customer-facing teams (Sales, Marketing, Client Success) via Slack, helping customers and internal users implement the product successfully.

Provided technical and product support for customers using web-based business applications. Investigated application behavior, configuration problems, account issues, and user-reported technical problems.

Provided technical support for Internet connectivity and network-related issues. Troubleshot customer connectivity, router, Wi-Fi, and configuration problems.

Provided technical support for remote examination/proctoring environments. Troubleshot computer, connectivity, browser, application, audio/video, and peripheral issues.

Provide both customer service support through chat and email support. Occasional brief phone calls to customers for verification may be required sometimes. Address customers concern in a timely manner and follow up with customers as needed.

Keep customers posted via email on the issues they are calling about. As a Team Leader, I am responsible for technical calibrations, maintaining technical e

Provided Level 2 technical support for Oracle/Micros POS environments. Troubleshot POS hardware, software, networking, configuration, and peripheral-related issues. Served in a team lead capacity, assisting team members with complex technical issues.

Troubleshooting software and hardware configurations, internet Connections; wireless and hardwired, 3rd party software troubleshooting.

My specialization is troubleshooting software issues, helping customers with hardware configuration, Internet connection, and network issues. I did all these by using Dell’s sophisticated tools such as; Remote Control Access, Virus Removal Software and 3rd part

Provided Level 2 technical support for Dell hardware, software, operating systems, networking, and peripheral issues. Performed advanced hardware and software diagnostics and remote troubleshooting.

Bachelor of Science in Computer Engineering degree from Cebu Institute of Technology – University.