JAVIER INFANTE MARTÍNEZ
Louisville,KY
Summary
Bilingual IT and Operations professional with expertise in leadership, customer service, and technical support. Proficient in problem resolution, software updates, and troubleshooting, with a proven track record in team supervision. Advanced proficiency in English and Spanish enhances communication and collaboration. Recognized for improving efficiency, mentoring teams, and achieving high-quality outcomes in IT and customer service sectors.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service Representative
Kapsch TrafficCom
Louisville, KY
10.2025 - Current
- Collaborated with cross-functional teams to streamline communication processes, enhancing overall service efficiency.
- Utilized CRM systems to track customer interactions and feedback, improving service quality and response times.
- Trained new staff on best practices for handling multilingual support, fostering a knowledgeable team environment.
- Provided language translation services for customer service inquiries.
Team Leader – Production & IT Support
Ivy Technology
Louisville, KY
04.2024 - 05.2025
- Supervised 2nd shift production team ensuring workflow efficiency and quality standards.
- Resolved connectivity and software issues; supported staff with account/password access.
- Led software updates and troubleshooting for smooth daily operations.
- Developed leadership by training team members and coordinating tasks under pressure.
Customer Service & Manager
Restaurant Eleven 11
Louisville, KY
12.2023 - 04.2024
- Started in customer service and quickly promoted to Manager.
- Oversaw staff scheduling, daily operations, and client satisfaction.
- Trained and motivated team members to deliver exceptional service.
Help Desk Support IT
University of Havana
Havana, Cuba
01.2018 - 01.2020
- Maintained and controlled computer labs, including software updates and troubleshooting.
- Managed IT tickets via Jira for network and system issues.
- Provided Excel support and resolved technical problems for staff and students.
- Delivered training sessions and improved IT awareness across the department.
Education
IT Associates - IT Network Security
Coursera
Bachelor of Science - Information And Communication Technology
Jefferson Community And Technical College
Louisville, KYBachelor of Science -
University Of Havana
Havana, Cuba07.2019
Skills
- Help desk and technical support
- Troubleshooting and problem resolution
- Software updates and maintenance
- Team leadership and training
- Customer service and relations
- Ticketing systems: Jira, ServiceNow
- Bilingual communication
- Microsoft Office Suite and Excel
Certification
- Google IT Support Certificate
- Microsoft IT Certification – Cuba
- Bachelor’s Degree in Science & Technology
- Pharmacy License
- Certificate in Phlebotomy
Languages
English – Advanced
Spanish – Native
Timeline
Bilingual Customer Service Representative
Kapsch TrafficCom
10.2025 - Current
Team Leader – Production & IT Support
Ivy Technology
04.2024 - 05.2025
Customer Service & Manager
Restaurant Eleven 11
12.2023 - 04.2024
Help Desk Support IT
University of Havana
01.2018 - 01.2020
IT Associates - IT Network Security
Coursera
Bachelor of Science - Information And Communication Technology
Jefferson Community And Technical College
Bachelor of Science -
University Of Havana