JARED MARTIN
Salt Lake City,United
Summary
Experienced Technical Support Engineer with expertise in IT engineering, troubleshooting and resolving complex technical issues related to software and hardware engineering. Strong leadership, problem-solving and communication skills gained from managing teams as a business owner. Passionate about technology and innovation with a commitment to providing exceptional customer service and achieving business objectives.
Overview
12
12
years of professional experience
5
5
Certification
Work History
Technical Support Engineer
Dell Technologies
05.2022 - 05.2023
- Provided exceptional, to first-tier customers, resulting in a customer satisfaction rating of 95% or higher for six consecutive months
- Analyzed, troubleshoot, and resolved issues related to systems, servers, storage, and networking, resulting in a 50% decrease in issue resolution time
- Collaborated with the DevOps team in resolving escalated internal tickets, resulting in a 25% decrease in the number of open tickets
- Guided Field Engineers with troubleshooting procedures, resulting in a 30% increase in first-time issue resolution
- Trained new engineers with protocols for troubleshooting networking, hardware, and software issues, resulting in a 50% decrease in the time to onboard new engineers
- Achieved consistent monthly metrics, including an average call duration of under 30 minutes, resolving an average of 5-7 tickets daily, and maintaining a customer satisfaction rating of 4.5 out of 5
- Used Linux/PSQL/Python/Java environments
Customer Support Technician, Draper
Dell Technologies
12.2019 - 05.2022
- Resolved an average of 30 customer tickets daily with a 95% satisfaction rating, exceeding the team's target goal
- Consistently ranked as a top performer in the team for providing exceptional technical support to customers via phone, email, and chat
- Successfully reduced the average call duration by 20% by implementing effective troubleshooting strategies and improving communication skills with customers
- Coordinated with cross-functional teams, including field engineers and product managers, to ensure the timely resolution of escalated customer issues
- Developed and maintained strong relationships with key customers, resulting in increased revenue and a higher customer retention rate
Business Owner
Ecomotive
12.2018 - 10.2021
- Successfully developed and executed a comprehensive business plan resulting in a 25% increase in revenue over the course of one year
- Designed and implemented a targeted marketing campaign utilizing GoogleAds ,social media marketing,and website development, resulting in a 20% increase in customer acquisition
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Conducted regular sales reviews and implemented improvements to identify new business opportunities, resulting in a 15% increase in repeat business and customer retention
Sales Manager
Leiva Motors
04.2018 - 12.2019
- Oversaw all aspects of the dealership's daily operations, including staffing, procedures, operational budget, and sales monitoring
- Created new strategies to improve the marketing and sales department.
IT Specialist and Scheduling Coordinator
Cascade, Salt Lake City
01.2018 - 12.2018
- Collaborated with IT teams to ensure smooth operation and maintenance of software, hardware, and networking equipment
- Developed and maintained project schedules, track progress, and communicate timelines to stakeholders
- Ensured that all systems are up-to-date, secure, and compliant with company policies and industry standards
- Provided support for end-users on technical issues and ensure that all requests are handled in a timely and professional manner
IT Specialist
Konecta Corporativa
04.2015 - 05.2016
- Installed and configured computer hardware, software, systems, networks, printers, scanners - Repaired and replaced equipment as necessary
- Monitored, and maintained computer systems and networks
- Responded in a timely manner to service issues and requests and provided technical support across the company
Field Engineer
Tecnología Especializada Asociada de México
04.2011 - 04.2013
- Installed, configured, and maintained servers, network equipment, and other IT systems
- Provided technical support to end-users, including troubleshooting, problem-solving, and training
- Developed and maintain documentation and training materials for troubleshooting processes
- Collaborated with other professionals in the hardware and software systems to meet business needs and objectives
- Managed and prioritize IT-related tasks, projects, and initiatives.
Education
Bachelor of Science - Major Computer Engineering, Minor Computer Science
Utah Valley University
Orem, UT2023
Associate of Science - Business Administration
Ensign College
Salt Lake City, UT2020
Information Systems And Computer Science
Instituto Politécnico Nacional
Mexico City2013
Skills
- C
- Networking
- Python
- SQL
- Linux
- IT Troubleshooting
- Bash Scripting
- Java
- Resolve Technical Problems
- Scripting Languages
- Software Debugging
- Application Installation
Certification
DevOps Foundations Apr 2023
Linux System Administrator Mar 2023
GitOps Apr 2023
Oracle Cloud Infrastructure Mar 2023
IBM Practicioner Feb 2023
Timeline
Technical Support Engineer
Dell Technologies
05.2022 - 05.2023
Customer Support Technician, Draper
Dell Technologies
12.2019 - 05.2022
Business Owner
Ecomotive
12.2018 - 10.2021
Sales Manager
Leiva Motors
04.2018 - 12.2019
IT Specialist and Scheduling Coordinator
Cascade, Salt Lake City
01.2018 - 12.2018
IT Specialist
Konecta Corporativa
04.2015 - 05.2016
Field Engineer
Tecnología Especializada Asociada de México
04.2011 - 04.2013
Bachelor of Science - Major Computer Engineering, Minor Computer Science
Utah Valley University
Associate of Science - Business Administration
Ensign College
Information Systems And Computer Science
Instituto Politécnico Nacional
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