JAVIER MARTINEZ
San Diego,CA
Summary
A technical background in many fields allows me to strive for more than a job. Enjoying what I do is essential and finding a position that takes advantage of the acquired skills and eagerness to learn.
Overview
24
24
years of professional experience
Work History
Lead Service Desk\Lab Lead
NeoGenomics Laboratories
02.2017 - Current
- Enhanced customer satisfaction by efficiently resolving technical issues and providing excellent service.
- Streamlined service desk operations for increased productivity and faster response times.
- Mentored junior team members, fostering a collaborative and supportive work environment.
- Developed and implemented new processes to improve incident management and reduce resolution time.
- Managed high-priority incidents, ensuring timely resolution and minimal impact on business operations.
- Configured and tested new software and hardware.
- Configured hardware, devices, and software to set up work stations for employees.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
IT Support Analyst
Novartis Pharmaceuticals Corporation
09.2016 - 01.2017
- Provide primary technical support to company staff, remote users and customers on various technical issues and problems relating to hardware, software and peripherals
- Responsibilities include documenting and resolving service tickets in a timely manner according to SLA, onsite service and hardware imaging.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Cultivated interpersonal skills by building positive relationships with others.
IT Product Development and Media Resources
CFN
01.2016 - 09.2016
- Assist in developing sales projects for vendor referral programs, network assessments for customer base and lead generation opportunities for our team.
- Created and managed social media campaigns to increase brand engagement.
- Coordinated with design and media teams to develop high-quality creative assets.
- Developed creative presentations, trend reports, kitted assets, and product data sheets.
Technical Support and Media Resources
TELDATA ENTERPRISE NETWORKS
02.2004 - 06.2016
- A diverse position supporting an extensive list of responsibilities for our customers, field technicians, office personnel and Agents.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
- Assisted clients remotely using remote desktop tools, expediting the troubleshooting process significantly.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
Technical Support for Media, Drive-Thru and Timers
Muzak L.L.C.
09.2002 - 03.2004
- Provide technical, sales and order support for Drive-Thru restaurants nationwide
- Support over 4k accounts with their wireless, wired intercom systems and system timers
- Duties included troubleshooting-down systems, dispatching techs, equipment exchanges, processing system and consumable sales.
Software Support\Marketing
NAGS/Mitchell
01.2000 - 08.2002
- Provide, media, technical and customer support for numerous auto-glass, collision, parts lookup and estimating programs
- Provided customer service support for orders, product shipping, finance issues, and handled all International and domestic Spanish customer accounts
- Traveled to Mexico for trade shows presentations, product training and sales.
Education
Leadership Development Program - Organizational Leadership
Capella University
Minneapolis, MN07.2022
Graphic Design, Web Development and Desktop Publishing -
Foundation College
02.2003
Associate of Science - Information Technology
Coleman University
San Diego, CA01.2000
Skills
- Multitasking
- Time Management
- Critical Thinking
- Decision Making
- Hardware Troubleshooting
- Excellent Communication
- SLA Management
- Ticketing Systems
- Remote Support
- Project Coordination
Timeline
Lead Service Desk\Lab Lead
NeoGenomics Laboratories
02.2017 - Current
IT Support Analyst
Novartis Pharmaceuticals Corporation
09.2016 - 01.2017
IT Product Development and Media Resources
CFN
01.2016 - 09.2016
Technical Support and Media Resources
TELDATA ENTERPRISE NETWORKS
02.2004 - 06.2016
Technical Support for Media, Drive-Thru and Timers
Muzak L.L.C.
09.2002 - 03.2004
Software Support\Marketing
NAGS/Mitchell
01.2000 - 08.2002
Leadership Development Program - Organizational Leadership
Capella University
Graphic Design, Web Development and Desktop Publishing -
Foundation College
Associate of Science - Information Technology
Coleman University