Keneth Castillo
@kenethcastillo
IT Support L2/L3 specialist delivering reliable troubleshooting and system administration.
PanamaWhat I'm looking for
I’m an IT Support professional with 15+ years of experience delivering L1/L2/L3 technical support, system administration, and customer service at multinational companies, including Dell and VUMI Group. I focus on practical troubleshooting across hardware and software, along with Active Directory and remote desktop environments, to keep users productive and issues resolved.
Beyond technical support, I bring strong customer-facing coordination—tracking cases in Salesforce CRM, handling inbound inquiries across calls, email, and WhatsApp, and scheduling medical appointments as a Medical Coordinator. I’m bilingual in English/Spanish and I’m currently pursuing a Bachelor’s in Software Development & Management, with a drive to combine technical depth with clear communication and reliable execution.
Experience
Work history, roles, and key accomplishments
Regional Account Executive
Panamerican Life Insurance
Sep 2024 - Present (1 year 10 months)
Manage and update major medical insurance policies for providers, agents, and customers via calls and email. Track and verify cases in Salesforce CRM and lead monthly quality audits of internal email communications.
Customer Service & Medical Coordinator
VUMI Group
May 2019 - May 2024 (5 years)
Handled inbound customer inquiries via calls, email, and WhatsApp. Coordinated second opinion requests and scheduled medical appointments for patients seeking treatment in the United States.
Customer Service & Sales Agent
International Brands
Oct 2017 - Oct 2018 (1 year)
Provided customer support for health and training product inquiries. Processed sales orders and delivered accurate product pricing.
Sr. IT Tech Support L2
Dell Panama
Apr 2013 - Apr 2015 (2 years)
Delivered L2 technical support to US-based corporate clients. Administered Active Directory and provided remote support via LogMeIn123 for hardware, software, Microsoft Server, and Office 365.
Customer & Tech Support Agent
Cox Communications (Sitel Panama)
Oct 2010 - Oct 2012 (2 years)
Handled customer service and billing for US customers while also performing technical troubleshooting, sales, and retention. Supported a mix of customer inquiries related to account and technical issues.
Education
Degrees, certifications, and relevant coursework
Technological University of Panama
Bachelor's degree, Software Development & Management
2024 -
Currently pursuing a Bachelor's degree in Software Development & Management at the Technological University of Panama.
Fermin Naudeau High School
High School Diploma, Science & Informatics
Earned a High School Diploma with a focus on Science & Informatics at Fermin Naudeau High School.
Technological University of Panama
Engineering program (3 years completed), Systems & Computing Engineering
2010 -
Completed 3 years of Systems & Computing Engineering studies at the Technological University of Panama.
Tech stack
Software and tools used professionally
Availability
Location
PanamaAuthorized to work in
Job categories
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