Miguel Martinez
San Francisco,CA
Summary
Results-driven IT professional with over five years of experience in technical support, system administration, and IT project coordination. Skilled in troubleshooting hardware/software issues, managing enterprise IT systems, and optimizing workflows. Strong expertise in Active Directory, ServiceNow, and network administration. Proven ability to improve IT operations, reduce costs, and enhance user experience through innovative solutions.
Overview
15
15
years of professional experience
Work History
IT Project Coordinator
Manos Home Care
Oakland, California
10.2024 - Current
- Furnished project updates to various stakeholders, informing on strategy, adjustments and progress.
- Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
- Procured software, hardware and infrastructure required to meet program
- Provided daily IT support, troubleshooting software, hardware, and network issues for over 100 users.
- Managed user accounts and permissions in Active Directory, ensuring secure access control
- Reduced IT ticket volume by 75% by implementing an improved ticket generation and tracking system in ServiceNow.
- Trained employees on internal software and security best practices, improving adoption and compliance.
- Led a system reorganization project, optimizing performance and enhancing operational efficiency.
- Built and established strong partnerships with teams, vendors and contractors.
IT Specialist
KLA
Santa Clara, California
03.2023 - 08.2024
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Participated in after-hours on-call rotation for critical support needs.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Supported global teams by diagnosing and resolving software/hardware issues across multiple platforms.
- Developed a knowledge base and internal wiki to streamline issue resolution, reducing recurring tickets.
- Conducted bi-weekly system updates to enhance cybersecurity and minimize vulnerabilities.
- Configured and managed network devices, including routers, switches, and firewalls
- Managed the configuration and setup of customer accounts and systems.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Maintained inventory of all IT equipment and supplies in use by the organization.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
IT Specialist
T-Mobile
Concord, California
04.2020 - 04.2023
- Clarified complex technology concepts for diverse audiences.
- Delivered essential assistance during after-hours on-call responsibilities.
- Provided technical support to users for resolving system issues
- Provided remote and onsite IT support, troubleshooting wireless devices, hardware, and peripherals
- Reduced maintenance costs by eliminating third-party contracts and taking over all in-house IT support.
- Identified system inefficiencies and developed new procedures, improving IT response times.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Updated software versions with patches and new installations to close security loopholes and protect users.
Customer Success Manager
T-Mobile
San Francisco, California
05.2010 - 04.2020
- Examined customer data to recognize trends and guide business decisions.
- Designed and delivered strategies to enhance customer retention rates.
- Recruited and trained new employees to meet job requirements.
- Provided customer onboarding and training to ensure successful product adoption.
- Utilized CRM tools to track customer interactions and report on progress towards goals.
- Negotiated contract renewals and managed customer expectations to ensure satisfaction.
- Organized events such as webinars or workshops aimed at increasing customer engagement levels.
- Implemented feedback loops from customers into product development processes.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Led cross-functional initiatives to streamline processes and enhance customer experience.
- Coached team members on best practices for delivering exceptional customer experiences.
Education
Bachelor of Arts - Computer And Information Sciences
San Francisco State University
San Francisco, CA01-2027
Associate of Applied Science - IT System Admin
San Francisco City College
San Francisco, CA10-2012
Skills
- Software development life cycle
- Requirements analysis
- Scrum framework
- IT infrastructure
- System administrator: Windows Server, Active Directory, Group Policy, User Account Management
- IT support & Help desk: ServiceNow, Remote Desktop Support, Troubleshooting, Ticket Management
- Networking: VPN, Firewalls, TCP/IP, DNS, DHCP, Wireless Networks
- Security and compliance: Endpoint Security, Multi-Factor Authentication (MFA), Data Protection
- Software & tools: Office 365, Microsoft Teams, Zoom, Google Workspace
Timeline
IT Project Coordinator
Manos Home Care
10.2024 - Current
IT Specialist
KLA
03.2023 - 08.2024
IT Specialist
T-Mobile
04.2020 - 04.2023
Customer Success Manager
T-Mobile
05.2010 - 04.2020
Bachelor of Arts - Computer And Information Sciences
San Francisco State University
Associate of Applied Science - IT System Admin
San Francisco City College