Nathan Castaldi
IT Operations Leader
About
IT Operations leader with a deskside/service desk foundation who improves service delivery through process redesign and PowerShell automation. Known for stabilizing SLAs, reducing resolution time, and raising end-user satisfaction by standardizing workflows and partnering closely with stakeholders.
Work Experience
Wheels, Inc. (formerly LeasePlan USA)
Alpharetta, GA
March 2023 – Present
Desktop Support Team Lead
Desktop Support Team Lead
Highlights
- Lead deskside support execution and escalations for onsite/remote internal users, improving service consistency and end-user experience.
- Author SOPs/KBAs used by Service Desk and Deskside teams (basic & VIP ticket handling, escalation requirements, operational loss, Windows Hello guide/FAQ, and install guides), improving cross-team alignment and documentation-driven troubleshooting.
- Drive adoption of documentation by building feedback loops with Service Desk and Deskside, iterating SOPs/KBAs based on real usage.
- Improve [SLA/MTTR/response time/close time/CSAT] through ticket-priority tuning and workflow changes (result: [metric] over [timeframe]).
- Unblock a multi-year Role-Based Access effort by analyzing provided data and locating the pivot-based mapping that identified business-unit stakeholders; secure VP/HRBP buy-in, build an application/permissions survey, and lead a 3-week pilot that reduces total unique Workday job roles (specific results available).
Wheels, Inc. (formerly LeasePlan USA)
Alpharetta, GA
July 2021 – March 2023
Deskside Support Technician
Deskside Support Technician
Highlights
- Provided end-user support and contributed to prioritization/process improvements to improve response and close performance (details available).
- Served as a go-to technical resource for complex tickets and consistent resolution quality.
Wheels, Inc. (formerly LeasePlan USA)
Alpharetta, GA
April 2021 – May 2021
Laptop Refresh Technician
Laptop Refresh Technician
Highlights
- Executed enterprise laptop deployments end-to-end (setup, data transfer validation, scripts, asset retirement handling) while maintaining accurate inventory updates.
- Trained new contract staff on deployment process and quality standards.
WPP IT (WPP)
Greater Atlanta Area
January 2017 – May 2020
Information Technology Operations Manager
Provided regional IT operational management and leadership for multiple business units totaling ~500 end users.
Highlights
- Led regional IT operations supporting ~500 end users across multiple business units; managed service desk delivery for local and remote users.
- Improved SLA attainment and reduced MTTR through operational improvements and focused escalation management.
- Implemented global service desk standards regionally to improve process consistency and reporting.
- Led user training and data migration during cloud services adoption to minimize disruption and improve adoption.
- Managed vendor relationships and coordinated vendor work across sites and teams.
J. Walter Thompson London / JWT London (WPP)
London, UK
December 2015 – December 2016
AV Systems Engineer
AV Systems Engineer
Highlights
- Supported meeting rooms and video conferencing, managed after-hours events, and provided VIP deskside support.
- Implemented improved meeting-room management tooling and booking workflows for Skype for Business rollout.
- Deployed an office-wide digital bulletin board to centralize communications.
IBM (on-site at WPP office; WPP outsourced IT support)
London, UK
March 2015 – November 2015
Desktop Support Administrator (Contract)
Desktop Support Administrator (Contract)
Highlights
- Provided on-site support in a WPP office environment, managing incidents from intake through resolution and escalation.
- Built and maintained shared knowledge base entries to improve consistency and reduce repeat troubleshooting.
- Coordinated with Network Operations to troubleshoot outages and restore services quickly.
WTMS (WPP)
London, UK
November 2014 – March 2015
Desktop Support Administrator
Desktop Support Administrator
Highlights
- Delivered deskside and remote support, escalations, and outage coordination with Network Operations.
- Maintained and used a knowledge base of known errors and workarounds to speed resolution.
Microsoft
Atlanta, GA
April 2011 – November 2013
Technical Advisor
Technical Advisor
Highlights
- Provided front-line technical support, troubleshooting hardware/software/peripherals and maintaining strong customer experience.
- Represented the store at MGX 2013; supported logistics for Xbox One launch day operations.
Gables Residential
Greater Atlanta Area
November 2009 – April 2010
Help Desk Technician
Help Desk Technician
Highlights
- Delivered phone-based help desk support, documented incidents thoroughly, and coordinated escalations with Tier II/III teams across the U.S.
IMCorp, Inc.
Marietta, GA
January 2008 – April 2009
Technical Services Associate
Technical Services Associate
Highlights
- Administered internal network and computing resources; delivered pre- and post-sales technical support.
- Staged and installed customer deployments; delivered customer training for custom products.
- Developed and maintained technical documentation and a knowledge base.
- Built and deployed a mobile application for warehouse operations.
Education
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2020 2021
Georgia Institute of Technology
Web Development Boot Camp
Full Stack Web Development
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2008 2011
Westwood College
B.S.
Information Technology
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2000 2002
Lehigh Valley College
A.S.
Computer Science
Skills
IT leadership
Team leadership (direct/indirect)
Coaching
Escalation management
Stakeholder communication
Vendor management
Service management
Incident management
Problem management
SLA/OLA execution
MTTR reduction
Knowledge management
Process improvement
Reporting/metrics
Automation
PowerShell
Workflow automation
Data-driven analysis
End-user computing
Deskside support
Remote support
VIP support
Onboarding
Training
Asset lifecycle/inventory
Imaging/re-imaging
AV/UC
Meeting room support
Video conferencing
Event support