Jason Martinez
San Antonio,TX
Summary
With 16+ years of call center experience and 9 years as a desktop support specialist in the contact center industry, I offer extensive knowledge and expertise to any organization. My background encompasses technology, program and project management in collections and information technology. I have a proven track record in process development, reporting, and direct client interaction. With strong leadership and communication skills, I can effectively motivate and lead high-performing teams, driving business efficiency and cost reduction. Currently seeking a support role to advance into a management position."
Overview
22
22
years of professional experience
1
1
Certification
Work History
MATERIAL MASTER DATA PROCCESOR
Apex System - - (Marathon Petroleum)
06.2024 - Current
- Reviewed source documents and listings to compile resources for identifying and correcting data allocation issues.
- Analyzing, standardizing and analyzing material master data in Marathon’s inventory management systems.
Purchasing Agent
Apex Systems - (Marathon Petroleum)
08.2023 - 05.2024
- Communicated frequently with stores and vendors to manage orders and verify revisions on purchase orders
- Solved diverse supply chain problems involving numerous sources, logistics, and scheduling factors
- Negotiated policies and contracts with vendors to achieve optimal pricing and consistent availability
- Prepared and emailed invoices to customers, processed payments, and documented account updates
- Managed invoicing and payment processing operations
- Investigated and resolved invoicing discrepancies to maintain good vendor relations
- Maintained accurate records of invoicing and payment activities in compliance with company and legal requirements
- Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
Help Desk Level 2 Escalations, Technology Operations
USAA
06.2023 - 09.2023
- Provided hardware / Application / network problem diagnosis / resolution via telephone/email/chat
- Routed problems to internal 3rd level IT support staff using knowledge base articles
- Coordinated with and supported staff with hardware / software / network problem resolutions
- Used ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention's
- Responded to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved
- Diagnosed problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
- Troubleshooted client software and network connectivity problems remotely using Bomgar
- Identified, evaluated, and prioritized customer’s problems and complaints
- Participated in on-going training and departmental development
- Maintained quality standards for incident documentation and phone calls.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Application Support Manager, Technology Operations
JPMorgan Chase
02.2011 - 09.2022
- Provided level 1 and level 2 technical support for hardware, and software issues
- Responsible for the accountable of all Hardware
- Received receipts and invoices and provided to accounts payable
- Arranged appointments with vendors for hardware orders, and equipment pickup
- Setup appointments and provided vendor support
- Reconciled issues with vendors
- Install, maintain, repair, and trouble shoot applications
- Examples : SAP, Citrix, VDI, Microsoft suite, Financial applications, Oracle
- Provided 1 hour training on multiple financial applications, SAP, remote work applications
- Added, removed, and monitored, admin users accounts, and for group accounts
- Performed troubleshooting steps per “knowledge portal”, and documented all issues found and processes used to resolve
- Created new processes, documented, and created articles for resolution of issue
- Maintained inventory database for all PCs, laptops, Monitors, IP phones, and phone extensions, issued to local and remote clients
- Tested hardware, software, and operating system
- Assisted with implementing new technologies
- Work with management to develop and implement strategic plans, initiatives and direction to resolve employee and customer problems and inquires
- Compile and analyze statistical data relative to unit productivity, monitor interactions and provide guidance concerning delinquent service activities for timely resolution
- Travelled to remote locations across the United States, for rollouts of new software and/ or hardware
- Develop plans and objectives and participate in cross-functional projects to improve operational performance for the direct team and organization
- Manage, develop and train approximately 5-14 specialists to ensure all business objectives are met and make recommendations regarding performance management plans and career development.
Sr. Customer Support Advisor III - Credit Card Collections
JPMorgan Chase
02.2009 - 02.2011
- Review call quality, coach new hire specialists, and support management through an eight-week program to compete with production standard performance.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Sr. Account Advisor II - Mortgage & Retail Banking Collections
Wells Fargo
10.2007 - 02.2009
- Assisted clients with their Mortgage, checking and saving accounts
- Assisted client with multiple options and programs designed to assist clients in financial hardships
- Maintained update to date on all company policies including updates to state and federal law changes.
- Explained different types of loans pertaining to client situations.
Customer Support Advisor II - Retail Banking Customer Service
Washington Mutual
02.2003 - 08.2007
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Contributed ideas and practical solutions to support process improvement efforts.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Education
High School Diploma -
San Fernando Senior High School
San Fernando, CA06.1998
No Degree - Associate of Applied Science- Digital Media
Northwest Vista College
San Antonio, TX06.2026
Skills
- Troubleshooting experience in PC, laptop, analog and IP phones, platforms, and multiple applications
- Strong working knowledge of PC and MAC
- Project management abilities
- Conflict Resolution Expertise
- Experience in ticketing system Service Now, HP Service Center
- Relationship Management
- Financial Regulatory & Compliance Acumen
- Performance Management Strategies
- Proficient in Microsoft Products, SAP, Citrix, Oracle
- Ability to work in fast-paced high-volume capacity
- SAP proficiency
- Document processing
- Database Maintenance
Certification
- CompTIA A+ Certification
- SAP
- Service Now
- ARS
- Citrix
Accomplishments
- Mastered JPMorgan Chase IT (JEP) internship program
- Top 5% in Resolution Rate nationally (5 years) JPMorgan
- Top 5% in Customer Satisfaction rewards (2 years) JPmorgan
- Projects: successful contact center device migrations. Jpmorgan
- Master material de-duplication project. Marathon Petroleum
Timeline
MATERIAL MASTER DATA PROCCESOR
Apex System - - (Marathon Petroleum)
06.2024 - Current
Purchasing Agent
Apex Systems - (Marathon Petroleum)
08.2023 - 05.2024
Help Desk Level 2 Escalations, Technology Operations
USAA
06.2023 - 09.2023
Application Support Manager, Technology Operations
JPMorgan Chase
02.2011 - 09.2022
Sr. Customer Support Advisor III - Credit Card Collections
JPMorgan Chase
02.2009 - 02.2011
Sr. Account Advisor II - Mortgage & Retail Banking Collections
Wells Fargo
10.2007 - 02.2009
Customer Support Advisor II - Retail Banking Customer Service
Washington Mutual
02.2003 - 08.2007
High School Diploma -
San Fernando Senior High School
No Degree - Associate of Applied Science- Digital Media
Northwest Vista College
- CompTIA A+ Certification
- SAP
- Service Now
- ARS
- Citrix
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