Damian Alejandro Castillo Arechar

• I am part of the KPMG Unified Communications Support Team. I began my career at the firm as a Video Support Engineer, where I was responsible for managing all aspects of the Video Communication Infrastructure, both on-premises and in the cloud. Now I am focused on supporting Microsoft Teams and overseeing voice licensing for all users within the firm.
  
• Collaborated with cross-functional teams to enhance project workflows and efficiency.
• Conducted thorough analysis of design specifications and engineering requirements.
• Evaluated new technologies for integration into existing systems and processes.
• Developed comprehensive documentation for engineering projects and processes.
• Monitored performance metrics to identify areas of improvement.

• I was a member of the Poly Global Services Escalation Team, where I served as a Subject Matter Expert for Voice, Video, and Cloud Endpoints. In this role, I collaborated with various teams and Poly solutions, ensuring accountability to partners, vendors, service providers, and end users.
  
  My support primarily focused on Unified Communications deployments, which included desktop phones, AV conference meeting room endpoints, and both on-premises and cloud solutions. I provided assistance to the company's engineering team and end users in the United States, Mexico, and LATAM for both new and existing Poly deployments.
  
  I worked closely with different tiers across the organization, including Engineering and Development, and collaborated with recognized AV vendors such as Microsoft, Zoom, Verizon, Cisco, Crestron, and Biamp.
• Provided technical support for video conferencing solutions and collaboration tools.
• Diagnosed and resolved hardware and software issues for clients efficiently.
• Assisted customers with product installations and configuration settings remotely.
• Collaborated with engineering teams to troubleshoot complex system problems.
• Conducted training sessions for users on effective product utilization techniques.
• Documented support processes and created knowledge base articles for reference.
• Engaged in regular communication with clients to ensure service satisfaction levels.

The remote support services encompass assistance with company hardware, including personal computers, mobile devices, and video conferencing systems, as well as software platforms such as Windows, macOS, Microsoft 365, and various databases. I have functioned as the primary point of contact within the support team located in Mexico.

• Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
• Monitored system performance to ensure optimal functioning of services.
• Provided technical support to customers via phone and email, troubleshooting hardware and software-related issues.
• Trained other team members on relevant technologies and procedures.
• Maintained inventory of all equipment used by the company's staff.
• Provided technical guidance when needed to other departments or personnel.
• Participated in regular meetings with management regarding project status updates.
• Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
• Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
• Utilized advanced technical expertise to improve support processes and streamline customer service actions.