Summary
Overview
Work History
Education
Skills
Certification
Timeline
BusinessAnalyst

Diamond Martin

IT Support Tier 2
New York,NY

Summary

A skilled technician with the ability to exhaust all possible solutions before escalating issue to a higher tier professional. Able to take a leadership role in most situations, stepping in to engineer a resolution; providing technical support on tiers 1 and 2, submitting tickets for issues, and resolve hardware, software, and moving workstations. Knowledgeable in network support, fixing hardware to software connections, configuring firewalls, backup systems, switches, routers, and more

Overview

10
10
years of professional experience
2
2
Certification

Work History

Unite Identity Support Tier 2

United Nations
New York, NY
11.2023 - Current
  • Resolve complex technical issues in hardware, software and network systems, providing white glove service.
  • Responsible for the activation and deactivation of user accounts, ensuring secure and efficient account management.
  • Manage and maintain Active Directory environments, including group policy management, and access control, ensuring secure and efficient directory service.
  • Prioritize, escalate, and coordinate the resolution of critical incidents, working closely with Tier 3 support and cross-functional teams.
  • Perform proactive maintenance and updates on network infrastructure, servers and ensuring optimal performance with minimal downtime.

IT Customer Support Analyst

United Nations
New York, NY
06.2023 - 11.2023
  • Deliver prompt and effective technical assistance via phone, email and chat, ensuring high customer satisfaction.
  • Diagnose and resolve common hardware, software, and network problems, escalating complex issues to Tier 2 support as needed.
  • Set up, configuration and deployment of computers, peripherals, and software for new and existing employees.
  • Conduct user training sessions on IT processes and best practices, enhancing their technical skills and reducing future support needs.
  • Record detailed information of issues and solutions in the ticketing system, contributing to the knowledge base for future reference.

Mobile Sales Supervisor

Bestbuy
New York, NY
11.2014 - 11.2022
  • Train, lead, and mentor a team of associates, ensuring they are knowledgeable about the latest technology and techniques.
  • Implement and uphold company's customer service standards, creating a welcoming and informative experience.
  • Address and resolve customer issues promptly, ensuring a positive experience and building customer loyalty.
  • Performed technical support to install, configure and manage laptops and other devices.

Education

Associate of Science - Computer And Information Sciences

CUNY Borough of Manhattan Community College
06-2025

Skills

  • Active Directory
  • Service Now, Cisco, Heat
  • Teamviewer, AnyDesk, RDP, Microsoft Remote Desktop
  • LAN, VPN, NAT, and VLAN configuration
  • Network Security,Virtualization/Hypervisor setup and configuration
  • Software: Mac OS, Linux, Windows 7, 8, 81, 10 and 11
  • Office 365: Microsoft Word, PowerPoint, Excel, Outlook
  • Google Apps
  • Hardware: PC, Desktop, Mobile devices, Peripherals
  • Customer Support
  • Hardware and software installation
  • Programming
  • Computer Diagnostics
  • Advanced troubleshooting
  • User Support
  • Application installations

Certification

  • Certified Network+ ce Professional, CompTIA - August 2026
  • Certified A+ ce Professional, CompTIA - August 2026

Timeline

Unite Identity Support Tier 2

United Nations
11.2023 - Current

IT Customer Support Analyst

United Nations
06.2023 - 11.2023

Mobile Sales Supervisor

Bestbuy
11.2014 - 11.2022

Associate of Science - Computer And Information Sciences

CUNY Borough of Manhattan Community College

Similar Profiles

CREATE PROFILE
Diamond MartinIT Support Tier 2