Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Juan Martinez

Hollister,CA

Summary

IT professional with extensive experience at Ivanti Inc., specializing in incident management and user provisioning. Expertise in Active Directory administration and Microsoft Office 365, complemented by strong communication skills. Streamlined asset management processes, resulting in improved operational efficiency and user satisfaction. Dedicated to providing exceptional IT support and solutions.

Overview

16
16
years of professional experience

Work History

ITSM Enterprise Services Analyst I

Ivanti Inc
06.2022 - Current
  • Execute the role of Incident/Service requests manager to triage tickets using Ivanti Service Management
  • Onboard as well as offboard users and deactivate all access or grant new access.
  • Using auto pilot to reimage Dell, HP and other Windows devices and would also configure Mac’s for new hires or laptop refreshes.
  • Using SAP to configure and elevate roles and create new and existing accounts as well as creating POs for all laptops and other accessories including monitors, mice, and keyboards.
  • Using MS Endpoint manager azure web and on prem to make changes to user roles as well as using Azure prem to add users to new groups
  • Using Ivanti Neurons to add devices to our MDM 'mobile device manager' to push policies to device or lock them down if needed
  • Create and configure accounts in Sales Force as well as assign new or remove roles
  • Maintain laptop inventory as well as ensure the OS build for both Mac’s and Windows are up to date and current.
  • Fluent with Microsoft Office 365 suite and Teams. Can also trouble shoot issues that come up with O365 and teams.
  • Work with Mobile Iron and MS Endpoint Manager for policies and practices to authenticate, monitor, and provide access to our organization's devices, both on-premises and in the cloud.
  • I do all the job tasks and functions from my previous tech jobs along with some Analyst I job tasks

Service Desk Specialist II /Help Desk support Tech II

Granite construction
01.2022 - 06.2022
  • Perform the role of the Incident manager to triage tickets using Service now for incidents and service requests as well as break fix items and delegate the ticket to the proper group depending on the severity of issue and dispatch incoming IT Service Desk support calls to ensure customer incidents and requests are addressed in a timely manner using Service Now to Triage Tickets.
  • Support mobile devices using Intune by Microsoft for provisioning and troubleshooting voice and data services.
  • Maintain and publish to the IT Service Catalog including identification of operational IT Services. Provide effective communication of the operational status of IT Services including outages and degraded performance.
  • Coordinate the acquisition, installation, configuration, and maintenance of IT equipment in compliance with corporate standards.
  • Maintain effective communication with customers, IT Manager, and other IT personnel to ensure effective problem resolution and establishment of priorities.
  • Would use either Active directory or Active Roles to create a new user account or Provision a new user with RC tools by Microsoft to run scripts that would create the account or Deprovision an account for a user no longer with the company.
  • I work with Intune Endpoint management along with O365 to help set policies to control access corporate data access and flow.
  • Support mobile devices using Intune by Microsoft for provisioning and troubleshooting voice and data services.
  • Would use Exchange and Exchange prem to modify or create an email or alias for end users email account.
  • Use Office 365 to grant an end user license to use Office suite and grant email access E3 and such.
  • Install Image onto laptops and configure them for deployment to new and existing users using MDT (Microsoft Deployment Tool kit).
  • Configure One drive access for users and Share point access as well as synchronize their folders for them.
  • Work with Dell and HP laptops as well as Desktops running Windows 10 and Mac’s running IOS Monterey.

Tech Support Specialist II /Help Desk Tech

San Benito County “COSB”
01.2020 - 01.2022
  • Manage trouble ticket queue using KBOX to delegate Tickets, based on the issue type and whom the ticket goes to or resolves over the phone or via remote in to address the issue.
  • In charge of reimaging and configuring new and current laptops/desktops inventory.
  • Install and configure VPN client for new and existing users.
  • Providing Telecom and Conference Room support as well as AV support for the meetings.
  • Installing, Managing, updating and Configuration Windows Operating System/Mac OS.
  • Managing hardware and software inventory and ensure the inventory is up to date.
  • Work in Active directory to create new user accounts as well as modify their accounts to give them access to specific applications that department uses.
  • Works closely with other outside resources (e.g., Apple/PC Vendors.) and House approved vendors to support and efficiently respond to user requests and issues.
  • Assists in the delivery of services as it relates to installation, configuration and troubleshooting of computer systems, printers, and network connectivity.
  • Assists in developing user documentation/installation procedures.
  • Python scripting at entry level and familiar with general entry level computer programming concepts.
  • Create reports for consumable usage and click charges for billing and Meter reads.
  • Map users to printers and configure the LDAP to pull from Active director 'username' Looking to log into printer or to get email address to use for scan to email.
  • I have experience working with all levels of the organization, including senior leaders, to troubleshoot, deconstruct, and perform root cause analysis of production issues.

Tech Support Specialist 1/Help Desk Tech

Monterey County Office of Education “MCOE”
01.2016 - 01.2020
  • Imaging, configuring, and installing systems issued to users, decommission retired systems.
  • Install and configure VPN client for new and existing users.
  • Providing Telecom and Conference Room support as well as AV support for the meetings.
  • Installing, Managing, and Configuration Windows Operating System/Mac OS.
  • Managing hardware and software inventory and ensure the inventory is up to date.
  • Work in Active directory to create new user accounts as well as modify their accounts to give them access to specific applications that department uses.
  • Works closely with other outside resources (e.g., Apple/PC Vendors.) and House approved vendors to support and efficiently respond to user requests and issues.
  • Assists in the delivery of services as it relates to installation, configuration and troubleshooting of computer systems, printers, and network connectivity.
  • Assists in developing user documentation/installation procedures.

Asset Analyst (Contract)

Xerox Company/TAC Worldwide
Salinas, CA
01.2009 - 01.2016
  • Maintain up to 50 multifunctional Xerox devices daily to ensure best productivity.
  • Perform maintenance on printers including stocking of paper, troubleshooting errors, and completing any service maintenance or upgrades as needed.
  • Responsible for tracking all assets and consumables for Xerox as well as assets for both HSBC and Capital One.
  • Developed Policies, Procedures, Standards and Guidelines IT Asset Management.
  • Prompt response to trouble tickets and individual users to meet Service Level Agreement.

Education

CompTIA A -

ACTS/Office Star
Salinas, CA
09.2014

Certificate of completion - Intergraded Digital Electronics Technology, Copier/Fax repair and maintenance, PC, hardware, and component installation, LAN Wiring & Connectors, Cable/Phone and CAT5 Connectors

Technical Education Center
Salinas, CA

Skills

  • Computer repair and troubleshooting
  • Data migration and asset management
  • Consumables management
  • Microsoft Office 365 and Google Suite
  • Active Directory administration
  • RC tools for Windows
  • Communication skills

References

References available upon request.

Timeline

ITSM Enterprise Services Analyst I

Ivanti Inc
06.2022 - Current

Service Desk Specialist II /Help Desk support Tech II

Granite construction
01.2022 - 06.2022

Tech Support Specialist II /Help Desk Tech

San Benito County “COSB”
01.2020 - 01.2022

Tech Support Specialist 1/Help Desk Tech

Monterey County Office of Education “MCOE”
01.2016 - 01.2020

Asset Analyst (Contract)

Xerox Company/TAC Worldwide
01.2009 - 01.2016

CompTIA A -

ACTS/Office Star

Certificate of completion - Intergraded Digital Electronics Technology, Copier/Fax repair and maintenance, PC, hardware, and component installation, LAN Wiring & Connectors, Cable/Phone and CAT5 Connectors

Technical Education Center

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