Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jesse Martinez

Waterford,MI

Summary

Detail-oriented IT Support Specialist with 5+ years of experience in enterprise desktop support, device provisioning, and end-user troubleshooting. Passionate about improving user experience via automation, technical documentation, and cross-platform consistency. Ready to grow into application packaging and lifecycle management using Microsoft Intune and PowerShell scripting.

Overview

6
6
years of professional experience

Work History

Service Desk Technician II

Hagerty Insurance
04.2024 - Current
  • Provided Level II support for IT inquiries and issues, resolving incidents and fulfilling break-fix requests through ServiceNow
  • Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
  • Collaborated with other IT teams to escalate and resolve issues that require cross-team coordination
  • Help to maintain the service catalog and update knowledge base articles as needed
  • Performed administrative tasks that require system access not available to the Level I team, including troubleshooting and resolving more complex problems

Service Desk Technician I

Hagerty Insurance
07.2023 - 04.2024
  • Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
  • Provided excellent Customer Service support when necessary to address critical incidents, minimizing potential disruptions for clients.
  • Boosted first-call resolution rates with thorough troubleshooting and problem-solving skills.
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding

Help Desk Analyst

Volkswagen
07.2022 - 07.2023
  • Logged support tickets and closed when issues were resolved.
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.

Field Technician I

UWM
12.2019 - 01.2022
  • Provide on-site technical support for computer hardware and software, printers, peripherals, networking, and phones for over 4,000 people
  • Work within a ticket management system to prioritize, document, and resolve tickets in a timely manner
  • Receive, image, setup and deploy all new company PCs for new employees or replacements
  • Configure mobile devices for use and maintain compliance with company policy
  • Assist in onboarding and exiting for employees


Education

Associates - Computer Networking: IT

St. Clair County Community College
Port Huron, MI
04.2015

High School Diploma - undefined

St. Clair High School
Saint Clair, MI
06.2008

Skills

  • Excellent written and verbal communication
  • Effective at translating technical details into user-friendly terms
  • End-user communication, technical documentation, team collaboration
  • Effective issue resolution skills
  • Comfortable working cross-functionally with internal teams and external vendors
  • Self-driven learner with a commitment to technical growth
  • Microsoft Intune (basic device provisioning & policy exposure)
  • Active Directory (user account creation, permissions, and group management)
  • ServiceNow (ticket creation, escalation, and tracking)
  • Microsoft 365 (Teams, Outlook, Excel, Word, SharePoint)
  • Windows 10/11 OS configuration and support

Timeline

Service Desk Technician II

Hagerty Insurance
04.2024 - Current

Service Desk Technician I

Hagerty Insurance
07.2023 - 04.2024

Help Desk Analyst

Volkswagen
07.2022 - 07.2023

Field Technician I

UWM
12.2019 - 01.2022

High School Diploma - undefined

St. Clair High School

Associates - Computer Networking: IT

St. Clair County Community College

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