Scribd
Upload
19 views

Sample

The document provides a summary of an individual's work experience, including roles in system support, technical sales, engineering, and customer service. It details responsibilities in areas such as IT support, project management, and providing assistance to customers.

Uploaded by

ashh3417
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
19 views

Sample

The document provides a summary of an individual's work experience, including roles in system support, technical sales, engineering, and customer service. It details responsibilities in areas such as IT support, project management, and providing assistance to customers.

Uploaded by

ashh3417
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 2

Matthew D.

Martinez
512-577-7040 | [email protected]

Education

 Bachelor of Science in Business Administration, Major in Information


Technology Management Western Governors University | November 2022

Experience
System Support Analyst | City of Austin (Office of the City Engineer) | August 2016-Present

 Coordinate project activities with internal and external stakeholders to ensure successful
implementation and execution.
 Effectively communicate IT system-related issues, risks, and solutions through written, oral,
and presentation channels.
 Lead response to cyber-attack using active directory.
 Implemented two factor authentication for the entire department.
 Identify and analyze problems, distinguishing between relevant and irrelevant information to
make logical decisions.
 Provide innovative solutions to individual and organizational problems utilizing active
listening.
 Coordinate with internal stakeholders to manage homeless camps.
 Provide advanced end-to-end technical support services on Tier II and Tier III hardware,
software, and application service requests.
 Utilize tools such as Remote Desktop and Citrix to effectively resolve issues.
 Troubleshoot issues with emergency response systems (911) to ensure seamless operation for
first responders.
 Utilize Agile Project Management to deploy new devices and technology.
 Provide solutions using Agile Project Management to build a rover for inspecting drainage and
other structural pipes.
 Utilize traditional project management methodologies to deploy IT systems and meeting rooms.
 Support first responders with their vehicle IT systems, including police, fire, and EMS
departments.
 Collaborate with multiple stakeholders to set up an Emergency Operations Center, receiving
recognition from department executives.
 Act as technical lead for a team of System Support Analysts.
 Administer and monitor the Tivoli Workload Scheduler database for irregular data.
 Plan and execute various operational and administrative projects.
 Use scripts to create and maintain active directory accounts on multiple domains.
 Monitor and respond to trouble tickets and help desk calls promptly.
 Provide technical support for new systems and upgrades during implementation.
 Set up and maintain Microsoft servers hosting a FileMaker database.
 Activate and deactivate network ports, as well as troubleshoot network problems.
 Perform complex hardware, software, and applications support and preventative maintenance
on a variety of Dell systems.
Senior Technical Sales Advisor | Office Depot | July 2015-October 2016

 Sold Microsoft and other vendors' products, providing customer training on product usage.
 Provided customer service and technical support.
 Removed viruses from Personal computers.
 Reimaged customers' computers to solve operating system and software issues.
 Replaced parts on laptops, including batteries, keyboards, touchpads, and displays.
 Met daily sales quotas and excelled in requirements.
 Performed computer repair services and technical support.
 Backed up and recovered user data from damaged computers.

Microsoft Exchange Engineer | Harte Hanks (Microsoft) | July 2015-October 2016

 Scripted various tasks using Windows PowerShell and Exchange PowerShell.


 Provided detailed support to Fortune 500 companies regarding Exchange, Skype, and Office 365.
 Assisted IT professionals in administering changes to their Active Directory and Exchange
architecture.
 Acted as a liaison between IT professionals and various internal teams to resolve issues.
 Provided second-level support for break/fix issues with Exchange Cloud Online Services.
 Possessed moderate knowledge of Windows PowerShell and Exchange Management Shell.
 Ran meetings between Fortune 500 companies and Microsoft to solve complex issues.

Infotainment Specialist | Concentrix (General Motors) | August 2015- October 2015

 Provided detailed customer support to General Motors customers with a focus on satisfaction.
 Notified customers of recalls on various GM vehicles.
 Managed cases where customers were out of warranty for GM products.
 Provided technical support on infotainment systems, including Bluetooth and navigation systems.

Product Guide | TeleNetwork (Google X & Google Fiber) | August 2014-August 2015

 Provided technical support for Google X customers, achieving outstanding customer service
scores.
 Ranked consistently #1 and #2 in monthly metrics, including call duration, number of calls per
shift, and customer satisfaction ratings.
 Effectively deescalated difficult customer situations.
 Proficient in Salesforce.com, including creating and customizing reports.
 Troubleshot fiber optics internet issues, including knowledge of CAT5 and CAT6 cables.

Order Processor | Adecco (Apple) | November 2013-January 2014

 Provided outbound customer service support via phone calls and emails, ensuring an excellent
customer support experience.
 Managed requests for change of address and updates on shipping to third-party shipping
contractors (UPS, FedEx, DHL).
 Provided support for technical issues for external and internal customers.
 Created shipping investigations for lost and damaged packages.
 Utilized various public records to check and correct customer addresses and phone numbers.

Page 2

You might also like