Diamond Martin
New York,NY
Summary
An ambitious and results-oriented CompTIA A+ and Network+ professional looking to pursue a career in Information Technology. A resourceful, problem solver with 6+ years of customer service experience and demonstrated strengths in verbal and non-verbal communication. Currently pursuing the CompTIA Security+ certification, looking to leverage prior leadership and business assistance experience into a career spent ensuring the protection of individual and company assets and data. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Customer Support Analyst
Trigyn Technologies
06.2023 - Current
- Recognized escalation needs and connected customers with advanced support staff.
- Troubleshot problems with software, hardware and networking for users.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Assist users with software installation, configuration and upgrades.
- Collaborate with other IT teams to escalate and resolve complex technical issues.
- Stay up to date with industry trends and emerging technologies to enhance support services.
- Maintain accurate records of support requests, resolutions and inventory.
Mobile Sales Supervisor
Bestbuy
11.2014 - 11.2022
- Troubleshot mobile devices, printers, tablets and PCs
- Performed software updates on mobile devices, printers, tablets and
- PCs
- Resolved escalated customer service incidents
- Performed technical support to install, configure and manage laptops and other devices
- Trained 100+ employees in sales strategies and the company's customer service protocol
- Cultivated and executed successful strategies to meet sales goals
- Maintained nearly 90% customer satisfaction score by displaying courtesy and strong interpersonal skills with all customers
- Orchestrated successful in-house product launches such as meetings
- Samsung and Apple iPhone launches
Education
Associate of Science - Computer And Information Sciences
CUNY Borough of Manhattan Community College
New York, NY06.2025
Skills
- TECHNICAL SKILLS
- Network: Remote Desktop assistance;
- VPN, NAT, and VLAN configuration
- Network Security,Virtualization/
- Hypervisor setup and configuration
- Software: Windows 7, 8, 81, 10 and 11
- Office 365: Microsoft Word, PowerPoint
- Excel, Google Apps, Cisco Meraki
- Photoshop, and Indesign
- Hardware: Mobile phones, Tablets
- Wearables and PC/Laptop maintenance
Certification
- Certified Network+ ce Professional, CompTIA - August 2026
- Certified A+ ce Professional, CompTIA - August 2026
Timeline
IT Customer Support Analyst
Trigyn Technologies
06.2023 - Current
Mobile Sales Supervisor
Bestbuy
11.2014 - 11.2022
Associate of Science - Computer And Information Sciences
CUNY Borough of Manhattan Community College
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