Michael Martinez
El Paso
Summary
Dynamic IT professional with over 4 years of experience leading help desk and networking teams, driving customer-centric solutions. Adept at troubleshooting, system migrations, and Microsoft 365 administration. Known for elevating service levels, ensuring operational excellence and aligning technical solutions with business objectives. Holds an active Secret Clearance.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
Information Technology Specialist
US Army
El Paso
08.2021 - Current
- Help Desk Lead, Operation Atlantic Resolve (July 2023 - April 2024)
• Supervised a team of 6, ensuring service-level agreements were consistently met.
• Managed the migration of 350 systems, cutting deployment time by 75%.
• Delivered cross-departmental training, empowering senior staff across multiple units.
• Acted as the escalation point for advanced technical issues, ensuring timely resolution and customer satisfaction. - Team Lead, Operation Trident Ready (November 2025 - Present)
• Manage full-service desk operations, ensuring seamless network deployments and user support.
• Represent leadership in high-level meetings, addressing escalated issues and coordinating service improvements.
• Drive customer-centric solutions aligned with organizational objectives.
• Support event-related technology needs, ensuring stable operations during critical engagements. - Provisioned and managed over 300 Microsoft 365 user accounts, facilitating seamless access to communication and collaboration tools.
- Holds active Secret Clearance, maintaining the highest standards of security and operational integrity.
Golf Course Marshall
Non Appropriated Funds
Daegu
11.2019 - 06.2020
- Supervised course operations, enhancing player experiences and ensuring adherence to safety standards.
- Monitored player activities, enforcing rules and regulations to maintain fair play during competitions.
- Coordinated with staff to prepare and maintain course conditions throughout events.
- Communicated effectively with customers and colleagues, fostering positive relationships and resolving issues.
- Demonstrated excellent communication skills when interacting with customers and colleagues.
Education
High School Diploma -
Daegu Middle Highschool
Daegu, South Korea06-2018
Skills
- Microsoft 365 administration
- Team leadership
- IT troubleshooting
- Network troubleshooting
- Incident management
- System migration
- Help desk operations
- Technical support
- Software licenses and patches
- End user support
- User training
- Security protocols
- Problem-solving skills
- Customer engagement
Certification
Comptia A+
Timeline
Information Technology Specialist
US Army
08.2021 - Current
Golf Course Marshall
Non Appropriated Funds
11.2019 - 06.2020
High School Diploma -
Daegu Middle Highschool