- Healthcare IT
- App Development
- Artificial Intelligence (AI) and Machine Learning
- Developing software, websites, and apps in various programming languages
- Design and Build Websites
Lorenzo Martinez
Seffner,FL
Summary
With over 2 years of experience in customer service and technical support, I have developed strong skills in Microsoft Office and data entry. My communication abilities, both verbal and written, enable me to effectively interact with customers. I excel in fast-paced environments and am proficient in multitasking. In my previous role, I gained expertise in technical troubleshooting and problem-solving, allowing me to efficiently diagnose and resolve software and hardware issues. Additionally, I possess exceptional customer service skills. Currently, I am seeking a transition into the healthcare IT field, where I can leverage my abilities to drive efficiency and satisfaction.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Search Quality Rater
WeLocalize
11.2024 - Current
- Evaluated the relevance and quality of search engine results and advertisements
- Provided detailed feedback to improve algorithm performance
- Followed strict guidelines to ensure accuracy and consistency in ratings
- Enhanced rating accuracy by consistently reviewing and updating guidelines and resources.
- Demonstrated adaptability by successfully transitioning between multiple projects with varying guidelines and objectives.
- Increased understanding of complex concepts through regular collaboration with fellow raters and supervisors.
- Optimized workflow efficiency while minimizing errors through conscientious adherence to provided guidelines and protocols.
- Developed strong analytical skills by evaluating content according to established criteria and metrics.
Technical Support Analyst Tier 2
Kelly Connect (Apple/MAC)
04.2018 - 12.2018
- Troubleshoot technical issues and identified hardware/software solutions
- Delivered excellent customer support for Apple products
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Patched software and installed new versions to eliminate security problems and protect data.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
- Decreased response times with efficient ticket management and prioritization of urgent issues.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
- Resolved complex technical issues for clients, enhancing overall system performance.
Office Clerk/Large Print Transcriptionist
Braille Works
10.2017 - 01.2018
- Performed data entry and edited large-print files
- Maintained transaction reports and managed correspondence
- Reduced errors in data entry tasks by implementing a thorough proofreading system before submission.
- Prepared and edited documents to produce precise, accurate and professional communication.
Account Representative
GC Services LTD (Verizon)
06.2017 - 10.2017
- Handled customer calls and updated business documentation
- Performed data entry and provided customer support services
- Analyzed accounts for delinquencies and other ongoing issues.
- Assisted clients in navigating complex financial and legal processes to reduce risks.
- Streamlined invoice and billing processes for clients, making transactions smoother and less time-consuming.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Enhanced client satisfaction by effectively managing and resolving account inquiries.
- Processed client payments and updated accounts.
- Interpreted financial data to identify trends and opportunities.
Application Support Analyst
Concentrix (H&R Block)
04.2017 - 06.2017
- Patched software and installed new versions to eliminate security problems and protect data.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Provided remote assistance to customers in resolving software issues, ensuring minimal downtime.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Monitored system performance to identify potential issues.
Inventory Specialist
RGIS Inventory Specialists
04.2017 - 06.2017
- Managed inventory control and resolved discrepancies
- Developed inventory procedures and performed data entry
Picker/Stower
Amazon Fulfillment Center
04.2016 - 04.2017
- Processed customer orders and ensured accuracy in product handling
- Managed damaged items and prepared packages for delivery
Inventory Associate
Walmart
06.2013 - 09.2013
- Conducted inventory control and reviewed stock levels
Store Clerk
Sweet Bay Supermarket
04.2012 - 05.2012
- Provided exceptional customer service and product recommendations
Data Analyst
El Zol Radio Station
04.2011 - 08.2011
- Conducted data analysis and managed inbound calls
- Organized and maintained data for reporting purposes
- Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
- Used statistical methods to analyze data and generate useful business reports.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Utilized data visualization tools to effectively communicate business insights.
- Collaborated with IT to ensure data security measures were in place, safeguarding sensitive information.
Education
Bachelor of Science - Information Studies (Concentration: Information Security)
University of South Florida
Tampa, FL12.2021
Associate Degree - Computer Information Systems
Hillsborough Community College
01.2018
High School Diploma -
Brandon High School
01.2011
Skills
- Technical aptitude
- Quality assurance
- Information tracking
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Multitasking
- Organizational skills
- Adaptability and flexibility
- Computer proficiency
- Critical thinking
- Interpersonal skills
- Professionalism
- Task prioritization
Certification
- CompTIA A+ - Computing Technology Industry Association. (In progress)
Interests
Timeline
Search Quality Rater
WeLocalize
11.2024 - Current
Technical Support Analyst Tier 2
Kelly Connect (Apple/MAC)
04.2018 - 12.2018
Office Clerk/Large Print Transcriptionist
Braille Works
10.2017 - 01.2018
Account Representative
GC Services LTD (Verizon)
06.2017 - 10.2017
Application Support Analyst
Concentrix (H&R Block)
04.2017 - 06.2017
Inventory Specialist
RGIS Inventory Specialists
04.2017 - 06.2017
Picker/Stower
Amazon Fulfillment Center
04.2016 - 04.2017
Inventory Associate
Walmart
06.2013 - 09.2013
Store Clerk
Sweet Bay Supermarket
04.2012 - 05.2012
Data Analyst
El Zol Radio Station
04.2011 - 08.2011
Associate Degree - Computer Information Systems
Hillsborough Community College
High School Diploma -
Brandon High School
Bachelor of Science - Information Studies (Concentration: Information Security)
University of South Florida
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