EMMANUEL MARTINEZ
Boca Raton,FL
Summary
I am a bilingual Project Manager and IT Support Specialist with experience in managing deployments, resolving technical issues, and providing customer support. My focus is on improving workflows, enhancing user experiences, and delivering effective solutions in both technical and customer-facing roles.
Key Career Highlights:
Managed deployments for over 1,000 systems, reducing implementation time by 60% and improving client satisfaction.
Improved user engagement by 70% and retention by 95% through process and product improvements.
IT-supported over 50,000 users with troubleshooting, utilizing tools such as Citrix, Cisco VPN, and SQL databases.
Skills and Tools:
Proactive in managing and resolving support requests using ticketing systems such as Zendesk, JIRA, and ServiceNow.
Strong knowledge of remote desktop tools like TeamViewer, LogMeIn, and Microsoft Remote Desktop to troubleshoot and resolve user issues.
Proficient in project management tools such as ClickUp, Asana, and SCRUM methodologies that align cross-functional teams for on-time project delivery.
Proficient in both English and Spanish, I let the spirit of effective communication and teamwork with people from diverse backgrounds materialize. I look forward to applying my technical expertise and organizational skills in a role that involves team support, problem-solving, and process enhancement in delivering results.
Overview
10
10
years of professional experience
Work History
Project Manager
- Freelance
01.2020 - Current
- Formulated visions, goals, and objectives for various projects across multiple companies; hired and trained freelancers and employees to meet each project's unique needs.
- Revamped product development lifecycles for multiple projects, optimizing the user experience and interactivity, which led to a 70% increase in daily user activity and a 95% retention rate across projects.
- Coached and coordinated teams of over 55 developers, designers, and employees, implementing tailored training programs to align with each project's requirements and goals.
- Consistently met deadlines and achieved milestones across multiple projects, ensuring on-time delivery and successful outcomes. Managed key project tasks, including scheduling, budgeting, accounting, and resource allocation, ensuring smooth program execution for multiple clients and teams.
- Handled, prioritized, and problem-solved complex tasks connected to various goals simultaneously, maintaining focus and achieving desired results across projects.
- Conceptualized, prototyped, tested, designed, and led over 60 events and activities across different projects, driving user engagement and sustained interest.
Deployment Specialist
- Borista Inc.
09.2023 - 05.2024
- Acted as the main point of contact, leading the successful deployment of over 1,000 systems across 500+ clients, boosting customer satisfaction by 70% through timely and efficient execution.
- Optimized deployment processes and collaborated with the team to reduce deployment time by 60%.
- Played a key role in troubleshooting and optimizing hardware/software solutions, leading to a 55% reduction in post-deployment issues.
IT Service Desk Specialist
- CAI
12.2022 - 09.2023
- Delivered comprehensive technical support to over 50,000 employees, addressing issues related to Citrix, VPN sessions, and ticket escalations, while providing timely updates on active incidents and service requests through chat, email, and phone communication.
- Demonstrated a strong understanding of IT help desk protocols and incident management procedures, showcasing the ability to independently take ownership of tasks, manage competing priorities, and deliver efficient, effective solutions.
Tier 1 Tech Support Specialist
- MobileHelp
12.2020 - 06.2022
- Provided expert guidance to over 2,500 customers on setting up, programming, training, troubleshooting, and testing equipment, ensuring alignment with both customer needs and equipment functionality. Offered additional troubleshooting solutions to enhance the overall user experience.
- Managed a support ticket queue of over 3,000 cases, handling assignments, project leads, equipment troubleshooting, upgrades/downgrades, service cancellations/activations, retention efforts, equipment swaps, reminders, and ensuring customer satisfaction.
- Delegated Tier 2 tasks and effectively coordinated with Tier 1 and Tier 2 teams, optimizing task management and driving improvements in productivity, client retention, and customer satisfaction.
Customer Service Representative
- Inktel Contact Center Solutions
08.2018 - 12.2019
- Generated over $400K in sales for auto parts and accessories through exceptional customer service at Pep Boys Customer Service Account.
- Maintained high customer service standards in a fast-paced, high-volume environment, ensuring customer satisfaction and retention. Delivered top-tier service in both English and Spanish across multiple channels, including email, chat, and phone calls.
IT Desktop Support
- University of Puerto Rico - Rio Piedras Campus
04.2015 - 06.2016
- Provided technical support to over 10,000 undergraduates, graduates, professors, employees, and visitors.
- Performed basic computer maintenance on various operating systems, including Windows XP, Vista, 7, 8, and 10.
- Ensured desktop and workstation data security by conducting virus and malware detection using Malwarebytes.
- Led weekly maintenance on over 50 workstations, ensuring optimal performance and system security across the facility.
Education
BBA - Computer Information Systems
University of Puerto Rico - Rio Piedras Campus
08.2017
Skills
- Computer Maintenance
- Data Entry
- IT Troubleshooting
- Microsoft Office
- Usability Testing
- SCRUM
- Customer Service
- Wireframing
- Prototyping
- Project planning and development
PROFESSIONAL TOOLS
- Asana
- Jira
- Remote Desktop Connection
- Zendesk
- Active Directory
- Salesforce
- Okta
- Citrix
- Cisco VPN
- Confluence
- ClickUp
- Airtable
- Microsoft Office365
- Google Workspace
- Canva
- Adobe Suite
- Figma
- Slack
Timeline
Deployment Specialist
- Borista Inc.
09.2023 - 05.2024
IT Service Desk Specialist
- CAI
12.2022 - 09.2023
Tier 1 Tech Support Specialist
- MobileHelp
12.2020 - 06.2022
Project Manager
- Freelance
01.2020 - Current
Customer Service Representative
- Inktel Contact Center Solutions
08.2018 - 12.2019
IT Desktop Support
- University of Puerto Rico - Rio Piedras Campus
04.2015 - 06.2016
BBA - Computer Information Systems
University of Puerto Rico - Rio Piedras Campus
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