Luis Martinez
Diamond Bar,CA
Summary
Adept at enhancing system performance and user satisfaction, I leveraged IT incident management and teamwork skills at the State Of California Department of Transportation, streamlining helpdesk processes and reducing support response times. My proactive approach to network troubleshooting and customer service excellence significantly improved operational efficiency. Energetic Technology Associate offering 25-year background resolving hardware and software faults, maintaining network systems and managing inventories. Tech-savvy and team-oriented professional well-versed in conducting computer diagnostics and installing and configuring computers and electronics components. A+ certified. Dedicated to meeting or exceeding team and personal objectives by applying creative problem-solving skills.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Information Technology Associate
State Of California Department Of Industrial Relations
01.2018 - Current
- Maintained up-to-date knowledge of industry trends by attending conferences and participating in online forums.
- Troubleshot technical issues, providing timely solutions and minimizing downtime for staff members.
- Managed network infrastructure to ensure high availability and optimal connectivity for all users.
- Enhanced system performance by conducting regular software updates and hardware maintenance.
- Trained end-users on the proper use of software programs, enhancing their overall technical skills.
Assistance Information Systems Analyst
State Of California Department Of Industrial Relations
03.2016 - 12.2017
- Installed improvements and adjusted parameters to optimize functionality.
- Provided exceptional end-user support, resolving technical issues quickly and efficiently.
- Trained users and supported variety of problems with hardware and software.
- Led training sessions for staff on new technology tools, increasing proficiency levels across the organization.
- Performed root cause analysis on recurring issues leading to enhanced troubleshooting methods which ultimately increased overall system stability.
- Managed vendor relationships to negotiate favorable contracts, ensure product quality, and maintain ongoing support services when required.
- Collaborated with cross-functional teams to develop comprehensive IT strategies aligned with company goals.
- Optimized network performance, ensuring minimal downtime and maximum user satisfaction.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
Information Systems Technician
State Of California Department Of Industrial Relations
01.2015 - 02.2016
- Led troubleshooting efforts for complex technical issues, resulting in faster resolution times for endusers.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Streamlined helpdesk processes, enhancing end-user satisfaction rates while reducing response times for support requests.
- Fostered a culture of continuous improvement within the IT department through ongoing evaluation of workflows, procedures, and technology utilization.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Assisted with updating technical support best practices for use by team.
- Managed the deployment of critical software updates, ensuring minimal disruption to daily operations.
- Configured hardware and granted system permissions to new employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Researched product and issue resolution tactics to address customer concerns.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Provided basic end-user troubleshooting and desktop support.
- Implemented security policies and distributed updates to end users.
- Trained users on how to properly operate equipment and software programs.
Information Systems Technician
State Of California Department Of Transportation
11.1998 - 01.2015
- Led troubleshooting efforts for complex technical issues, resulting in faster resolution times for endusers.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Assisted with updating technical support best practices for use by team.
- Configured hardware and granted system permissions to new employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Collaborated with cross-functional teams to develop comprehensive IT solutions for complex business challenges.
- Used ticketing systems to manage and process support actions and requests.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Provided basic end-user troubleshooting and desktop support.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Trained users on how to properly operate equipment and software programs.
- Installed, configured, and patched user hardware and software.
- Handled initial troubleshooting and escalation of service requests.
- Monitored networks and network devices to resolve technical problems quickly.
- Evaluated software products to determine compatibility with existing systems.
- Planned and implemented upgrades to system hardware and software.
- Installed and configured network printers and other peripheral devices.
- Diagnosed and resolved hardware and software issues.
- Designed and evaluated WAN and LAN connectivity technologies.
Education
Some College (No Degree) - Information Systems
Pasadena City College
Pasadena, CAHigh School Diploma -
Abraham Lincoln Senior High School
Los Angeles, CA06.1989
Skills
- IT Incident Management
- Network Troubleshooting
- IT Change Management
- Remote Technical Support
- Help Desk Support
- Troubleshooting Network Issues
- Technical issues analysis
- Hardware and Software Repair
- Hardware and Software Configuration
- System Configuration
- Hardware upgrades
- Computer System Diagnostics Software
- LAN/WAN
Certification
- Certified A+
- Dell EMC Certification
Languages
Spanish
Native or Bilingual
Timeline
Information Technology Associate
State Of California Department Of Industrial Relations
01.2018 - Current
Assistance Information Systems Analyst
State Of California Department Of Industrial Relations
03.2016 - 12.2017
Information Systems Technician
State Of California Department Of Industrial Relations
01.2015 - 02.2016
Information Systems Technician
State Of California Department Of Transportation
11.1998 - 01.2015
Some College (No Degree) - Information Systems
Pasadena City College
High School Diploma -
Abraham Lincoln Senior High School
- Certified A+
- Dell EMC Certification
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