Open to opportunities

Larry Castillo

@larrycastillo

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Trilingual IT support and product-owner certified professional with 12+ years' tech experience.

Guatemala

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What I'm looking for

I am seeking a technical support or product-focused role where I can apply my trilingual support, Azure and Office 365 expertise, and project management experience in a collaborative, accountable team.

I am a trilingual IT support professional with over 12 years of experience across help desk, server support, and project management roles. I deliver clear, accountable customer support in English, Portuguese, and Spanish and bring strong problem-solving skills to technical engagements.

My background includes providing technical support for Starlink equipment, onboarding employees to Microsoft AAD/AD domains, and troubleshooting Office 365, Teams, Azure Virtual Machines, and virtual desktop environments. I have hands-on experience with endpoint management, VPNs, and SharePoint administration.

As an e-learning project manager and project manager earlier in my career, I led stakeholder coordination, managed development teams, and produced training content and platforms. I have experience defining project scope, assigning resources, and managing schedules, risks, and deliverables.

I hold a Product Owner certification and several AI and digital adoption certificates, and I focus on ownership, accountability, and delivering measurable customer satisfaction in every role I take on.

Experience

Work history, roles, and key accomplishments

Trilingual Support Specialist

Teleperformance

Sep 2024 - Sep 2025 (1 year)

Provided chat and phone support for Starlink satellite equipment, managing purchase orders, billing, and technical troubleshooting while delivering support in English and Portuguese to maintain high customer satisfaction.

Technical Support Starlink Troubleshooting Billing Multilingual Support Ticketing Escalation Management

Help Desk Specialist

Shiji Group

May 2024 - Aug 2024 (3 months)

Provided first-level support to Infrasys Software customers, analyzing and resolving queries using knowledge base resources and documenting the resolution process to ensure service quality.

Help Desk Troubleshooting Knowledge Base Customer Support Ticketing Quality Assurance Infrasys

Help Desk Specialist

DXC Technology

Oct 2021 - Jun 2022 (8 months)

Supported Microsoft employees with domain join (AAD/AD), Teams and Outlook setup, Office 365 and Virtual Desktop troubleshooting, and endpoint management to ensure operational continuity.

Azure AD Active Directory Office 365 Microsoft Endpoint Manager Troubleshooting Authentication

Help Desk Technician

Pertec Global Services

Jun 2021 - Oct 2021 (4 months)

Provided Microsoft-focused help desk support including domain access, VPN, Teams, Office 365, endpoint and virtual desktop assistance while documenting support actions and outcomes.

Help Desk VPN Office 365 Endpoint management SharePoint Troubleshooting

Employee Resource Center Associate

Amazon

Mar 2020 - Nov 2020 (8 months)

Supported Amazon US employees in HR inquiries by creating detailed tickets describing user requests and expected outcomes to ensure timely resolution.

HR Support Ticketing Customer Service Documentation Communication

Customer Service Representative

Nestle

Jun 2019 - Dec 2019 (6 months)

Handled customer service across supply chain layers including order entry and edits, delivery coordination, payment processing, and customer data updates to support operations.

Order Management Customer Service Payments Processing Logistics Coordination Data Entry Communication

E-Learning Project Manager

Freelance

Jan 2013 - Jan 2019 (6 years)

Designed and developed an e-learning platform with course content production, stakeholder management, and coordination of development teams to deliver online training solutions.

E Learning Development Project Management Content Production Stakeholder Management Team Coordination Instructional Design Implementation

Project Manager

ComunicarT Productions

Jan 2010 - Jan 2013 (3 years)

Managed multiple strategic communication and production projects, overseeing resources, schedules, risk analysis, and third-party coordination to ensure successful delivery.

Project Management Resource Planning Risk Analysis Scheduling Implementation

Server Support Offsite Engineer

Hewlett-Packard

Jun 2006 - Jun 2008 (2 years)

Provided technical support for Windows Server and Novell OS, managed RAID and hardware issues, maintained technical documentation, and handled Active Directory account management and escalations.