Summary
Overview
Work History
Skills
Education/ Certifications
References
Timeline
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Kemorion Martinez

Colorado Springs,United States

Summary

Solution-focused Help Desk Analyst with robust experience in providing technical support and troubleshooting software, hardware, and network issues. Demonstrated strengths in customer service, problem-solving skills, and ability to maintain composed under pressure. Made significant impact by reducing ticket response time and improving user satisfaction at previous positions. Committed to providing efficient, high-quality support. Available to travel to remote locations for off-site issues.

Overview

22
22
years of professional experience

Work History

Help Desk Analyst III

Jacobs Engineering
Colorado Springs, CO
08.2023 - Current
  • Performed remote diagnostics on user systems to resolve problems quickly.
  • Worked closely with other IT teams for successful completion of projects.
  • Assisted customers with basic software and hardware setup and configuration.
  • Installed software applications on user systems according to company policies.
  • Reported and tracked service requests using ticketing system Remedy.
  • Responded promptly to customer inquiries regarding computer hardware and software problems.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Installed over 50 new multifunctional and non-multifunctional printers/plotters and ensured proper setup. Troubleshot and resolved printer hardware and software issues.
  • Installed new print drivers on computers and configured network connections between printers and computers on NIPRnet and SIPRnet networks.
  • Replaced parts for malfunctioning printers, such as fusers and toner cartridges.
  • Updated firmware on various types of printers as necessary.
  • Installed and managed virtual desktop infrastructure (VDI) clients and solutions such as VMware through use of Teradici Management Console
  • Installed and configured various O365 Office applications on desktop computers, thin clients and virtual desktop infrastructures (VDI) on both NIPRnet and SIPRnet networks.
  • Provided remote desktop support to users when needed.
  • Installed over 100 KVMs (Keyboard/Video/Mouse) workstations, to include assisting users troubleshooting, resolving complex technical issues.
  • Provided technical support to users regarding switch-related issues, such as connectivity problems or port assignments.
  • Experience with the use of Directory and Resource Administrator (DRA) and Active Directory (AD).
  • Performed computer imaging/reimaging process as requested by users across various networks.
  • Deployed patches and updates to keep the systems up-to-date with latest security fixes.

Branch Lead

US Army Garrison (Headquarters Company)
Fort Carson, CO
08.2019 - Current
  • Responsible for the daily operations of the Fort Carson Reception Center, consisting of 16 reception hubs, that is accountable for the individual training, professional development, and coordination activities, with external agencies, for incoming soldiers and family members to Colorado.

Non-Commissioned Officer

United States Army
11.2002 - 07.2023
  • Signal Corps (United States Army) Leader, Project Manager, Information Technology Professional, and Certified Communications Expert and Signal Trainer, in various organizations, within the United States Army, and the Department of Defense.

Branch Lead

US Army Forces Command (4th Infantry Division)
Fort Carson, CO
07.2014 - 07.2019
  • Responsible for the communications and seamless digital integration of 34 aircraft, 18 ground vehicles, three command posts, and 500 personnel conducting air support operations
  • Thus, ensuring leaders were able to communicate with higher and adjacent units, over extended distances, and adverse terrain
  • Served as the Commander's principal advisor for all communications related matters.

Instructor

US Army Training and Doctrine Command (15th Signal Brigade)
Fort Gordon, GA
05.2010 - 06.2014
  • Responsible for delivering quality training, instruction, and lectures to US Army enlisted personnel, through strong communication, mentorship, and interaction skills, while conducting quality research and updated training, to ensure relevant and updated training.

Branch Lead

US Army Forces Command (9th Cavalry Division)
Fort Bliss, TX
10.2005 - 04.2010
  • Responsible for signal operations, information technology, and network management for a 1,000 personnel organization, in charge of providing security operations for the United States
  • Supervised the installation, operations, and maintenance of signal equipment and tactical network assemblages to provide global communications
  • Primary communications advisor to the Commander.

Skills

  • Remedy Ticket System
  • Network Administration
  • Information Security
  • Computer Hardware and Software
  • Tactical Communications
  • Windows Server Administration
  • Active Directory
  • Network Protocols and Services
  • Group Policy Management
  • System Imaging and Deployment
  • Troubleshooting Windows Issues
  • Logging support tickets
  • Remote Support
  • Customer Support
  • System Administration
  • Communicating with clients

Education/ Certifications

  • HS Diploma
  • CompTIA Security Plus - Certified, 2022
  • Active Secret Clearance - Adjudicated, 2022
  • Leadership Training (Army Battle Staff Course) - Certified, 2022

References

References Available Upon Request

Timeline

Help Desk Analyst III

Jacobs Engineering
08.2023 - Current

Branch Lead

US Army Garrison (Headquarters Company)
08.2019 - Current

Branch Lead

US Army Forces Command (4th Infantry Division)
07.2014 - 07.2019

Instructor

US Army Training and Doctrine Command (15th Signal Brigade)
05.2010 - 06.2014

Branch Lead

US Army Forces Command (9th Cavalry Division)
10.2005 - 04.2010

Non-Commissioned Officer

United States Army
11.2002 - 07.2023

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