Demetrio Martinez
North Las Vegas,NV
Summary
IT Support Specialist with 4 years of enterprise-level experience delivering Tier 2 technical support, system
administration, and IT asset management within fast-paced casino and hospitality environments. Skilled in
Microsoft 365, Active Directory, and endpoint management tools such as Intune and KACE. Adept at
troubleshooting complex issues, supporting executive-level stakeholders, and driving process
improvements that enhance uptime and service delivery.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Technical I
Fontainebleau Las Vegas
03.2025 - Current
- Provided advanced, hands-on technical support for hardware, software, and network issues in a fast-paced enterprise environment, supporting users both remotely and onsite, including white-glove service for Directors, VPs, and SVPs.
- Delivered mission-critical operational support for POS systems, network connectivity, and enterprise applications, working under strict SLAs to ensure rapid service restoration and minimal business impact.
- Participated in incident response and outage bridge calls, collaborating with cross-functional IT teams to diagnose issues, restore services, and stabilize production systems.
- Issued clear and timely outage communications to property stakeholders, providing status updates, mitigation steps, and restoration timelines.
- Supported live, revenue-critical events, ensuring POS and supporting systems remained operational to prevent financial loss and maintain business continuity.
IT Support Analyst
Prosyntix
01.2025 - 03.2025
- Administered user accounts, group memberships, and access permissions using Active Directory, Microsoft 365, and Okta to support role-based access control (RBAC).
- Provisioned and modified user access during onboarding, role changes, and transfers, ensuring employees had appropriate system access aligned with job responsibilities.
- Executed timely offboarding and access deprovisioning for terminated or separated employees to maintain security, compliance, and least-privilege standards.
IT Assets Operations Lead
(Insight Global) The Cosmopolitan of Las Vegas
07.2023 - 08.2024
- Led a team of 5 technicians, optimizing workload distribution and achieving a 20% increase in operational efficiency.
- Created and maintained Knowledge Base Articles and Standard Operating Procedure (SOP) documentation to standardize processes.
- Developed training materials to onboard new staff effectively and improve service quality.
- Managed and allocated staff and material resources to meet production goals.
IT Field Services/Service Desk
(MNCP) Cosmopolitan Of Las Vegas
01.2022 - 06.2023
- Provided T1/T2 technical support to end users by diagnosing and resolving over 300 hardware, software, and connectivity issues annually, achieving a 98% user satisfaction rate.
- Created detailed service tickets to expedite resolution times and improve incident tracking.
- Imaged, configured, and deployed devices for casino and hotel staff, ensuring seamless integration with business systems.
- Conducted real-time diagnostics, minimizing downtime and ensuring continuous system availability.
IT Assets Technician
(Insight Global) The Cosmopolitan of Las Vegas
07.2021 - 12.2021
- Owned end-to-end IT asset lifecycle management, including inventory tracking, deployment, RMAs, warranty processing, and e-waste disposal.
- Maintained accurate records for desktops, laptops, POS systems, monitors, and EMV devices within the enterprise asset management database.
- Fulfilled and deployed user hardware requests, ensuring proper configuration, documentation, and compliance with IT standards.
- Executed preventative maintenance, troubleshooting, and Windows OS patching to maintain secure and reliable endpoints.
Education
Associate of Applied Science - Computer And Information Technology:Cyber Security
College of Southern Nevada
Las Vegas, NV06-2026
Skills
Systems Administration: Microsoft Windows OS Active Directory macOS iOS Directory and Resource Administrator (DRA) Microsoft Exchange Microsoft Office (2003, 7, 10, 365) Admin Center Avatier Okta Admin
Networking: TCP/IP OSI Model DNS/DHCP VLAN Segmentation (Troubleshooting Awareness) SolarWinds Network Monitoring NAS File Shares VPN Connectivity (GlobalProtect)
Tools & Software: ServiceNow Jira BeyondTrust Remote Support Virtual Desktop Infrastructure (VDI) Adobe Acrobat Web Browsers (Edge, Chrome, Prisma Access Browser)
Endpoint Management: Microsoft Intune Quest KACE VMware AirWatch (MDM) SCCM Windows Autopilot Device Imaging & Compliance
Certification
- Provided Essential Technical Support: Resolved hardware and software issues for POS systems and PC workstations, ensuring uninterrupted operations.
- Deployed and Configured Devices: Deployed, imaged, and configured laptops, mobile devices, PC workstations, and peripherals—including printers and scanners—for seamless integration with operational systems.
- Project and Event Support: Provided IT support for projects and events, ensuring successful implementation and minimal disruptions.
- Mentorship: Mentored a team of 5, fostering technical growth and maintaining high service standards.
- Hardware Refresh Project: Supported a hardware refresh project, replacing 1,200 desktop workstations with minimal downtime and smooth end-user transitions.
Timeline
IT Technical I
Fontainebleau Las Vegas
03.2025 - Current
IT Support Analyst
Prosyntix
01.2025 - 03.2025
IT Assets Operations Lead
(Insight Global) The Cosmopolitan of Las Vegas
07.2023 - 08.2024
IT Field Services/Service Desk
(MNCP) Cosmopolitan Of Las Vegas
01.2022 - 06.2023
IT Assets Technician
(Insight Global) The Cosmopolitan of Las Vegas
07.2021 - 12.2021
Associate of Applied Science - Computer And Information Technology:Cyber Security
College of Southern Nevada