JORGE MARTINEZ
Mesquite
Summary
Dynamic Service Desk Engineer at Capital One, adept at delivering innovative technical solutions and enhancing user satisfaction through effective communication and remote troubleshooting. Proven ability to manage incidents via ServiceNow, streamline processes, and empower users with technical knowledge, resulting in improved operational efficiency and a collaborative team environment.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Desk Engineer
Capital One
Plano
2023.02 - Current
- Deliver effective technical solutions for Capital One employees In-person and remoteley, supporting software, hardware, and system access issues across both Windows and macOS platforms.
- Utilize ServiceNow for ticket management and incident tracking, ensuring timely and accurate resolution of user requests.
- Leverage SCCM (System Center Configuration Manager) to deploy software, manage devices, and perform remote troubleshooting.
- Collaborate closely with coworkers to ensure a smoother, more efficient resolution experience for end users.
- Act as a go-to resource and backup for new hires, answering questions and offering guidance to support their onboarding and training.
- Provide clear and concise communication, resulting in faster resolution and improved customer satisfaction.
- Educate users by simplifying technical concepts, empowering them to handle basic issues independently.
Footwear Specialist
Academy Sports + Outdoors
Mesquite
2022.08 - 2023.03
- Managed high-volume customer interactions (up to 500 daily) while recommending and upselling tailored footwear solutions.
- Developed and applied strategic sales techniques, contributing to $300K in weekly footwear sales.
- Ensured accurate communication of store policies and product details.
Electrician
Seagrass Electric LLC
Bluffton
2021.08 - 2022.01
- Installed and maintained residential and commercial electrical systems in compliance with safety codes.
- Diagnosed electrical problems using testing tools and provided timely solutions to reduce downtime.
- Operated meters, testers, and power tools efficiently for quality results.
Painter / Drywall Finisher
Sherwin-Williams
Dallas/Fort Worth
2019.04 - 2019.08
- Performed interior/exterior painting and drywall repair, ensuring a high-quality finish.
- Prepped surfaces with sanding, priming, and mudding for long-lasting results in residential and commercial projects.
Education
Information Technology Training Program -
Year Up
Dallas, TX08.2023
Information Technology Studies -
Dallas College
Dallas, TX08.2023
Skills
- Effective communication
- ServiceNow management
- Remote troubleshooting
- Technical support
- Effective Communication
- Team Collaboration
- Microsoft Office (2016)
- Zoom
- MacOS
- PC Building
- Diagnostics
- Troubleshooting
- Windows PowerShell
- Linux
- Router Setup
- Basic Firewall Configuration
Certification
• Google IT Support Professional
• CompTIA A+
• Computer Hardware & Software – University of California
• Six Sigma White and Green belt
• Google cloud digital leader
• ServiceNow ITSM
• CompTIA A+
• Computer Hardware & Software – University of California
• Six Sigma White and Green belt
• Google cloud digital leader
• ServiceNow ITSM
Languages
- English
- Spanish
Languages
English
Professional
Spanish
Professional
Timeline
Service Desk Engineer
Capital One
2023.02 - Current
Footwear Specialist
Academy Sports + Outdoors
2022.08 - 2023.03
Electrician
Seagrass Electric LLC
2021.08 - 2022.01
Painter / Drywall Finisher
Sherwin-Williams
2019.04 - 2019.08
Information Technology Training Program -
Year Up
Information Technology Studies -
Dallas College