Bryan Martinez
Rio Rancho,NM
Summary
4 years of IT experience & 10+ years in customer support and service. I'm a Ambitious IT Technician consistently exceeds client expectations by proactively tracking and resolving faults and complaints. Accurately works on all incoming tickets. Confirms either personal resolution or correct assignment of each and every customers needs. Resourceful IT Technician providing expert-level support to users within various demographics. Experienced in customizing desktop applications, installing computer applications and peripherals, and recording technical issues. Familiar with Windows, Linux, and Mac OS environments. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adapt at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Computing Systems Tech 2
Compa Industries/ LANL
05.2022 - Current
- Prepares laptops to the traveler's specifications
- Builds Virtual machines for travelers
- Provides customer service to all levels of management
- Performs ticket master duties
- Gets loaner phones ready configured for those that request them
- Bring issues of concerning to OCI when checking logs on laptops or security issues with the phones
- Coordinates with provisioning with Imaging laptops and EasyIT to make sure the travelers get their devices when needed.
- Provides 3rd level support to LoFT/LendIT travelers
- Provides coverage when lead tech is out
- Covers LendIT at EasyIT when they are short staffed for LendiT deployment of laptops and phone
- Able to assist with server image updates when needed
- Images LendIT Laptops
- Knows how to work AD to add and delete computers to LendIT pool
- Generates required certificates for laptops in the OLT PKI Certificate Tool
- Adds the certificates to the laptop and trains the CDC how to load those as well
- Has tested and configured a Raritan KVM to connect to all the laptops which helps with time spent getting a laptop ready
- Figured an efficient way to transport devices to and from EasyIT
- Communicates with the foreign travel Office to make sure they get phone numbers for required State Department on foreign embassy deadlines
- Assisted in working with Service now developer to make a more efficient Service Now for our ticketing
- Assisted with Provisioning with imaging laptops
- Has assisted with DeployIT with deploying desktops behind the fence
- Installed appropriate security patches to eliminate security vulnerabilities
- Performed functionality testing on various systems and applications to confirm suspected faults and malfunctions
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions
- Coordinated with hardware and software vendors to obtain warranty services, external technical support and replacement products
- Documented how to processes and helped streamline procedures for future technical support actions
- Utilized password reset utility to unlock units with BIOS password locks
- Monitored, tracked and documented service support activity to assist future problem resolution
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods
- Served as network administrator by creating accounts and managing permissions for users
- Analyzed workflows and procedures to recommend operational support tools and technologies
- Trained users to operate and manage hardware and software
- Detected and corrected error messages within software and hardware reporting systems
- Updated software versions with patches and new installations to close security loopholes and protect users
- Configured computers to network drivers and connected to printers and other peripheral equipment
- Troubleshot devices to identify and solve issues with hardware or software performance
- Monitored LendIT network hardware operations to evaluate proper configuration.
- Diagnosed and executed resolution for network and server issues.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Built and configured a backup server.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Maintained applications to keep software current with necessary software updates and upgrades.
- Assisted IT staff on troubleshooting issues and closing calls.
- Assisted team lead with with Service now changes.
- Diagnosed and resolved hardware and software issues.
- Assisted with developing and testing installation and update of servers.
- Understanding of policy changes to the lab to make sure service are ran properly.
- Tested new software and hardware prior to deployment.
- Assisted in implementing of system security protocols for LendIT laptops.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
Optician Technician
Accent Vision Specialist
05.2020 - 01.2022
- Collected customer measurements such as bridge, eye size, temple length, seg heights, vertex distance, pupillary distance and pantoscopic tilt
- Investigated and resolved customer complaints and adjusted and repaired customer eyewear
- Inspected finished eyeglasses to conform to company's quality check process and verified proper fit to customer satisfaction
- Instructed patients on insertion, removal, cleaning, care and proper handling of contact lenses
- Trained and mentored new eyewear specialists and continued education to keep up with current technologies
- Measured mounted and unmounted lenses to verify alignment with precision instruments
- Adjusted cutting tools to specified curvature, dimensions and depth of cut
- Inspected lens blanks to detect flaws and verified lens coating thickness
MAC And IOS Tech Support Advisor And Team Coach
Concentrix
04.2019 - 02.2020
- Diagnosing, troubleshooting and resolving hardware and software faults with macOS and IOS devices, and escalating jobs to third parties where appropriate
- Supported employees with advanced troubleshooting on helpdesk tickets
- Assisted in technical support process refinement to improve customer service and support
Dish Technician/ Hughes Net Tech
Dish Network
10.2017 - 04.2018
- While working for Dish network, I was a remote Tech and had my own truck and inventory at home
- Every week I would have to count and order new inventory that was needed
- Worked independently and stayed in constant contact with my boss, via phone
- Worked on the home installation/technician team for Dish Network
- Kept a careful inventory of all Dish Network equipment and tools provided by the company for tracking purposes
- Utilized an electronic calendar for time management
- Did site surveys to determine best placement for the dish to achieve the best signal prior to installation
- Installed mounts and dishes on roofs or exterior sides of buildings using tools and ladders
- Completed troubleshooting and testing if customer was experiencing difficulties with service
- Tested connections to verify power supplies and communication link functionality
- Installed, set up and repaired devices and system components
- Climbed poles and ladders to install, maintain or inspect equipment
- Laid out cabling plans and ran through buildings to desired locations
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Demonstrated leadership by making improvements to work processes and helping to train others
- Identified needs of customers promptly and efficiently
- Assisted with customer requests and answered questions to improve satisfaction
- Planned and completed group projects, working smoothly with others
- Prioritized and organized tasks to efficiently accomplish service goals
- Assembled and installed communication equipment
- Ran wires between components and to outside cable systems
- Tested circuits and components of malfunctioning telecommunications equipment to isolate sources of malfunctions
- Handled multiple simultaneous deployment projects against strict deadlines
- Tested dishes and indoor equipment with meters and tools
- Completed repairs when needed or replacements if an equipment failure
- Tested and activated equipment
- Logged service calls and closed work orders by recording issues resolved and services provided
Education
High School - General Studies
Pojoaque High School
Santa Fe, NM05-2007
General Studies -
Northern New Mexico College 2007-2009
Española, NMCertificates - Fundamentals+, A+, Hardware+, Software, Networking
IntelliTec College
Albuquerque, NMSkills
- Computer hardware and software understanding
- IT Troubleshooting & Problem Solving
- Onsite & Remote Technical Support
- Up-to-Date Knowledge of Computer Operating Systems
- LAN & WAN Connectivity understanding
- Computer Hardware Systems & Components
- Equipment Maintenance
- Quality Control
- System Troubleshooting
- Operations Monitoring
- User Training
- Customer Service
- System Installation
- Component Replacement
- Performance Improvement
- Works Well Under Pressure
- Deadline Compliance
- Multitasking and Organization
- Preventive Maintenance
- Verbal and Written Communication
- Project Support
- File and Record Maintenance
- Information Tracking
- Relationship Building
- Team Training
- System Tests
- Documentation and Reporting
- Maintenance and Repairs
- Issue Resolution
- Wireless networking
- Network monitoring
- System administration
- Software management
- Network support
- Network testing
- System upgrades
- Staff assistance
- Adaptability
- Attention to detail
- IT security policies
- Data backup
- Hardware replacement
- Network documentation
- Security management
- IT service delivery
- Troubleshoot connectivity
- Diagnose network problems
- Server maintenance
Timeline
Computing Systems Tech 2
Compa Industries/ LANL
05.2022 - Current
Optician Technician
Accent Vision Specialist
05.2020 - 01.2022
MAC And IOS Tech Support Advisor And Team Coach
Concentrix
04.2019 - 02.2020
Dish Technician/ Hughes Net Tech
Dish Network
10.2017 - 04.2018
High School - General Studies
Pojoaque High School
General Studies -
Northern New Mexico College 2007-2009
Certificates - Fundamentals+, A+, Hardware+, Software, Networking
IntelliTec College
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