Martrez Jones
cybersecurity analyst
Twinsburg,OH
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Technical Support Representative
Drbsystems
Akron, OH
05.2025 - Current
- Performed daily system monitoring to ensure optimal performance of all virtualized systems.
- Upgraded existing hardware to ensure compatibility with new versions of VMware products.
- Deployed and managed third-party applications on virtual servers.
- Monitored resource utilization to identify potential performance bottlenecks or capacity constraints.
- Developed automated scripts for server provisioning, patching, and software deployment.
- Resolved issues related to networking, storage, security, and other infrastructure components within a VMware environment.
- Verified that all promotional signs were accurate and displayed correctly.
- Performed preventive maintenance activities on various types of point of sale equipment.
- Developed processes and procedures for efficient operation of the point of sale system.
- Provided technical support and troubleshooting for point of sale systems.
- Resolved customer inquiries related to point of sale transactions and operations.
- Analyzed data to identify trends in customer buying habits and make recommendations for improvement.
- Assessed user needs and developed strategies to ensure successful implementation of new technology initiatives.
- Maintained accurate records of customer interactions and resolutions.
- Identified root cause of technical issues and developed solutions.
- Created detailed reports outlining the scope of work completed and recommendations for further action.
- Implemented best practices for troubleshooting techniques across the organization.
- Provided remote support to customers experiencing technical difficulties.
- Researched, analyzed and diagnosed complex system problems.
Customer Service Representative
Nestle
Solon, Ohio
03.2024 - 05.2025
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained a high level of professionalism when dealing with difficult customers.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided accurate information about products and services to customers.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Warehouse Supervisor
Penske Logistics, Ford Motor Company, MSC, CMMS
Macedonia, OH
01.2019 - 03.2024
- Ensured appropriate staffing levels to meet production demands.
- Maintained and updated inventory records accurately.
- Monitored warehouse operations to ensure accuracy and efficiency.
- Developed and implemented safety policies and procedures for the warehouse team.
- Directed receiving, warehousing, distribution and maintenance services.
- Supervised loading and unloading of materials from incoming trucks.
- Provided leadership to motivate staff members to achieve performance goals.
- Performed regular inspections of equipment, facilities, and personnel safety practices.
- Identified process improvement opportunities within the warehouse environment.
- Managed daily cycle counts to maintain accurate inventory levels at all times.
- Developed plans for reorganizing storage areas as necessary based on product volume changes.
- Conducted training sessions for new employees on proper use of equipment and safety protocols.
- Analyzed data from reports generated by Warehouse Management System software.
- Designed complex workflows for process automation across multiple departments.
- Participated in meetings with customers to discuss current status of projects.
- Configured the system to meet customer requirements in order to optimize performance of their business processes.
- Monitored system performance and user access security levels.
- Developed data migration strategies from legacy systems into SAP ERP environment.
- Conducted gap analysis between existing system and new proposed solutions.
- Provided expertise and guidance to clients regarding SAP modules such as FI, CO, MM, SD, HR, and PP.
- Assisted in troubleshooting and resolving technical issues with the SAP system.
- Conducted and documented Root Cause Analysis of production system failures to minimize future failures and optimize operations.
Warehouse Lead
Penske Logistics, Ford Motor Company, MSC, CMMS
Macedonia, OH
08.2015 - 01.2019
- Operated forklifts, pallet jacks and variety of warehouse mechanical equipment according to safe operating standards.
- Loaded and unloaded trailers with care and efficiency.
- Used computer and company software to enter shipment and inventory records.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
- Monitored IT use to maintain compliance with established processes, policies and guidelines.
- Oversaw equipment and system operations, surveying for potential security vulnerabilities and upgrade needs.
- Supported new infrastructure planning and deployment to meet organizational expectations.
- Installed and supported desktop software titles and add-ons.
- Performed walk-throughs for new hires to aid in technological onboarding processes.
- Maintained accurate inventory of owned and new equipment to support availability of replacement parts when needed.
- Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
- Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved.
- Maintained working knowledge of current hardware and equipment by completing required training and reading applicable literature.
- Adhered to internal IT policies on user credentialing to support access management of digital assets.
- Removed and replaced old hardware during routine upgrades and system repairs.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Developed self-help tools, user assistance documents and training initiatives to execute overall business technology plans.
- Devised incisive workarounds and resolutions for IT-related problems.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Maintained up-to-date case documentation for future reference.
- Stayed abreast of latest software developments to enhance job knowledge.
- Used remote login tools to assist clients with technical and product questions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
Education
Certificate - Computer And Information Sciences
Comptia A+
Downers Grove, IL02-2025
Container Concepts
Qualys
Foster City12.2023
Cybersecurity Certification
Google
Mountain View, CA12-2023
Desktop IT Support - Computer Networking
Google
Mountain View, CA02.2023
High School Diploma -
Twinsburg High School
Twinsburg, OH05.2010
Skills
- Microsoft Office
- Flexible schedule
- Multitasking
- Relationship building
- Active listening
- Customer service
- Good work ethic
- Reliable & trustworthy
- Team management
- Analytical
- Organizational skills
- Computer skills
- Troubleshooting
- Network troubleshooting
- Technical support
- System monitoring
- Account management
- User support
- Hardware upgrades
- Service support
- Technical documentation
- System administration
- Troubleshooting and diagnosis
- VPN configuration
- Network monitoring
- IP addressing and subnetting
- Router configuration
- Backup Implementation
- Data center management
- Automated scripting
- Report generation
- Remote support
- Wide-area networks
- Application support
- Ticket management
- Call tracking
- Incident tracking
- Systems analysis
- Network diagnostics
- Server configuration
- Performance optimization
- Software deployment
- Firewall administration
- Cloud computing
- Software installation
- Hardware diagnostics
Timeline
Technical Support Representative
Drbsystems
05.2025 - Current
Customer Service Representative
Nestle
03.2024 - 05.2025
Warehouse Supervisor
Penske Logistics, Ford Motor Company, MSC, CMMS
01.2019 - 03.2024
Warehouse Lead
Penske Logistics, Ford Motor Company, MSC, CMMS
08.2015 - 01.2019
Container Concepts
Qualys
Cybersecurity Certification
Google
Desktop IT Support - Computer Networking
Google
High School Diploma -
Twinsburg High School
Certificate - Computer And Information Sciences
Comptia A+
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