Open to opportunities

Roy Castro

@roycastro

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I am a technical leader specializing in account management and identity systems.

Georgia

Message

What I'm looking for

I seek a technical leadership role where I can lead teams, streamline processes, and deliver account and identity management solutions for enterprise customers. I value collaborative, growth-focused cultures and opportunities to standardize and scale operational excellence.

I am a technical leader with over five years' experience delivering exceptional services and improving processes across diverse product lines. I specialize in account management systems, virtualization, authentication services, identity management, and role-based access control for enterprise customers.

At the largest and most intricate technology company globally, I managed Premier Customers' Critical Situations, contributed to the Homegrown project, and served on the IPM Leadership Team to standardize processes across regions. I hold certifications including Azure AI (AI-900), Databricks Lakehouse, Microsoft 365 Fundamentals, and Azure Fundamentals, and I focus on driving operational improvements that reduce incidents and improve customer outcomes.

Currently pursuing the Certified Ethical Hacker (CEH) certification from EC-Council and the Junior Penetration Tester (PT1) path from TryHackMe.

Experience

Work history, roles, and key accomplishments

Relationship Manager

Microsoft

Jan 2018 - Jan 2023 (5 years)

Managed Premier customers' critical incidents and escalations across enterprise accounts and partners, ensuring CritSit process adherence and improving cross-regional process alignment; contributed to Homegrown and IPM leadership initiatives to identify operational improvements.

Incident Management Escalation Management Process Improvement ITIL Leadership

Incident Manager

Accenture

Jan 2017 - Jan 2018 (1 year)

Oversaw reactive support cases and led high-risk escalations, driving cases to healthy states through root cause analysis aligned with ITIL and conducting case trending to mitigate risks.

Incident Management Case Management ITIL Root Cause Analysis Risk Mitigation Escalation Management

Fraud Analyst

Amazon

Jan 2016 - Jan 2017 (1 year)

Investigated suspicious buyer activity to mitigate fraud risk for buyers and merchants, communicated findings and decisions to internal and external stakeholders, and supported special projects as required.

Fraud Investigation Risk Assessment Data Analysis Case Management