Open to opportunities

facundo castillo

@facundocastillo

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Technical Support Analyst who resolves incidents with SQL expertise and proactive problem-solving.

Argentina

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What I'm looking for

I’m looking to join an innovative team where I can apply my support and troubleshooting strengths, learn continuously, and collaborate to tackle complex challenges—while keeping improving my methods to deliver high-quality user satisfaction.

I’m a Technical Support Analyst with experience across the IT field, working as a Help Desk technician and as a Functional Analyst. I take a self-taught approach that has helped me build broad tool and technology knowledge, so I can solve problems efficiently and proactively while maintaining strong communication and customer handling in highly escalated situations.

I’m committed to continuous improvement and optimization, and I’ve supported SaaS platforms worldwide by reviewing configurations through email, tickets, and remote sessions. In my recent roles, I’ve led incident management for Windows and Mac PCs, supported network infrastructure (voice and data), handled mobile device support, and collaborated with development and customer success teams to resolve incidents—plus created onboarding training materials as a Transition Trainer.

Experience

Work history, roles, and key accomplishments

Current

Tech Support Associate

Current

Accenture

Nov 2023 - Present (2 years 7 months)

Managed incidents for Windows and Mac hardware and software, coordinating device replacement and PC/mobile planning. Supported network infrastructure (voice and data) and provided mobile device hardware and software support.

Incident Management Windows Support MacOS Support Network Infrastructure Mobile Device Support Hardware Replacement Planning Task Management

Bilingual Technical Support Analyst

InvGate

Dec 2024 - May 2025 (5 months)

Provided user support for InvGate SaaS platforms worldwide via email, tickets, and remote sessions. Reviewed configurations, suggested improvements to maximize efficiency, and collaborated with development and customer success teams to resolve incidents.

SaaS Support Customer Support Incident resolution Ticketing Cross Functional Collaboration

Transition Trainer

Foca Software

Aug 2023 - Nov 2023 (3 months)

Communicated and trained new hires on incident resolution. Created onboarding training materials and authored team service-level guides using best practices.

Technical Training Onboarding Incident resolution Documentation Communication

Technical Support Analyst

Foca Software

Aug 2021 - Nov 2023 (2 years 3 months)

Provided Level 1 to Level 3 incident resolution for SaaS users and supported maintenance tasks via phone and remote connection tools. Performed database maintenance in SQL Server and MySQL and participated in coordinated deployments.

SQL Server MySQL Remote Tools Deployment Maintenance