Brooke Martinez
Powell,TX
Summary
Solution-focused IT Technical Support Specialist known for high productivity and efficient task completion. Possess specialized skills in network troubleshooting, software installation, and cybersecurity measures. Excel in problem-solving, time management, and communication, ensuring smooth technological operations and user satisfaction.
Overview
9
9
years of professional experience
Work History
IT Technical Support Specialist
GM Financial
Arlington, Texas
01.2018 - Current
- Supported GM Financial associates with desktop, laptop, and application issues
- Resolved service desk tickets using ServiceNow and IT support procedures
- Reset passwords and managed Active Directory access requests
- Troubleshot VPN, network, and remote connectivity problems
- Installed software updates and configured Windows workstation settings
- Documented incidents, resolutions, and follow-up actions in support systems
- Guided users through hardware setup, printer use, and system navigation
- Escalated complex issues to senior support and infrastructure teams
- Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
- Executed maintenance and upgrades for existing computer systems.
- Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
- Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
- Created detailed technical documentation for IT processes and procedures.
- Maintained inventory of all technology assets within the organization's network infrastructure.
- Configured user accounts in Active Directory and other directory services platforms.
- Deployed new computers for end users by installing operating systems and applications according to company standards.
- Implemented security measures such as antivirus software installation and firewall configuration.
- Resolved escalated customer inquiries via telephone or remote access tools.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Supported customers in addressing inquiries and technical challenges. with various types of technical issues via email, live chat, and telephone.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Participated in after-hours on-call rotation for critical support needs.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
Education
Sweetwater High School
Sweetwater, TXSkills
- Desktop support
- ServiceNow ticketing
- Incident management
- Troubleshooting techniques
- Advanced troubleshooting
- Network troubleshooting
- LAN/WAN
- Network configuration
- Remote support
- Windows administration
- Operating system support
- Software installation
- Hardware deployment
- Hardware installation
- Printer support
- Hardware and peripherals
- Asset management
- Asset inventory
- Technical documentation
- VoIP systems
- Security protocols
- ITIL processes
- End-user training
- Mobile device management
- Virtualization technologies
- Call center operations
- MS office proficiency
- Software diagnosis
- Network diagnostics
- System configuration
- Team collaboration
- Conflict resolution
Certificates
CPR
Mental Health Aid
Volunteer Work
Special Olympics
Food Banks
Women's Shelters
Animal Shelter
March of Dimes
Blankets for Senior Citizens
Blankets for Babies
Timeline
IT Technical Support Specialist
GM Financial
01.2018 - Current
Sweetwater High School