Leonardo Martinez
San Leandro,CA
Summary
IT Support professional with experience troubleshooting hardware, software, applications, account access, and SSO issues. Experienced with Jira, Okta, Google Workspace, Microsoft 365, Slack, Zoom, and Confluence. I’ve also worked with asset management, user onboarding, Zoom Rooms, and AV equipment for meetings and events. Comfortable working directly with users, troubleshooting issues, and using runbooks and documentation to find solutions.
Overview
1
1
year of professional experience
Work History
Robot Operations Specialist
DOORDASH LABS
San Francisco, CA
07.2026 - Current
- Supported live testing and deployment of autonomous delivery robots while monitoring transportation, deployment, and operational safety in real time.
- Troubleshot autonomous delivery robots by diagnosing operational, hardware, and software issues, resolving problems directly in the field and escalating complex issues to engineering teams for timely resolution.
- Documented test results, field observations, and operational issues to deliver actionable feedback that improved collaboration among hardware, software, product, and business operations teams.
- Compiled detailed documentation and logs for escalations, including incident summaries, troubleshooting steps, and error observations, aiding engineering teams in effective root cause analysis and resolution.
IT Support Specialist II
DOORDASH
San Francisco, CA
01.2026 - 07.2026
- Provided Tier 2 technical support through Jira Service Management, Slack, Zoom, and other support channels, troubleshooting hardware, software, applications, account access, and technical issues for end users.
- Managed and documented support tickets in Jira, ensuring issues were properly categorized, updated, routed to the appropriate teams, and escalated when necessary.
- Troubleshot a wide range of applications and services, including Okta, Google Workspace, Microsoft 365, Slack, Atlassian, and other internal tools, resolving access, SSO, permissions, and application assignment issues.
- Conducted remote troubleshooting sessions through Zoom and other communication platforms, walking users through technical issues and providing real-time assistance.
- Managed IT assets and equipment, including tracking, organizing, assigning, and supporting laptops, peripherals, and other company hardware.
- Performed AV sweeps of Zoom Rooms and conference spaces, testing cameras, microphones, speakers, displays, and other audio/visual equipment to ensure systems were operational.
- Assisted with setup and operation of cameras, microphones, audio systems, and other AV equipment for large meetings and company events, providing on-site technical support.
- Supported onboarding for 30+ interns by provisioning accounts and applications, managing access, preparing equipment, and troubleshooting devices.
- Collaborated with cross-functional IT teams through Slack, Microsoft Teams, Outlook, and Jira to resolve technical issues, document processes, and escalate complex incidents.
Education
Certificate - Information Technology
YEAR UP UNITED
San Jose, CA07-2026
Skills
- Tier 2 IT Support
- Hardware & Software Troubleshooting
- Windows & macOS
- Jira Service Management
- Okta
- SSO & Access Management
- Microsoft 365
- Google Workspace
- Slack
- Zoom
- Confluence
- Atlassian
- Asset Management
- User Onboarding
- AV Support
- Zoom Rooms
- Conference Room Support
- Ticket Management
- Remote Support
- Technical Documentation
Timeline
Robot Operations Specialist
DOORDASH LABS
07.2026 - Current
IT Support Specialist II
DOORDASH
01.2026 - 07.2026
Certificate - Information Technology
YEAR UP UNITED