Oscar Martinez Menjivar
Rogers,AR
Summary
Technical Support Specialist with 11+ years of experience in optimizing processes and providing exceptional customer support. Demonstrated success in implementing automated protocols that improve operational efficiency and user satisfaction. Strong skills in resolving technical issues through collaboration with diverse teams and ensuring quality assurance in service delivery.
Overview
9
9
years of professional experience
Work History
Trust and Safety Operations Support
US Tech Solutions
03.2025 - 08.2025
- Analyze GPS and timestamp data to understand timeline of events.
- Assist with ad-hoc process documentation and other technical writing.
- Collect statements from drivers, customers, and stores to assist with resolving customer complaints and safety issues.
- Communicates with internal and external partners regarding processes, requirements, and performance measurements to support compliance of the Marketplace.
- Act as liaison and coordinate investigation efforts between internal/external teams.
- Process customer escalations and safety issues in internal systems, ensuring proper documentation and accurate data entry.
Mainframe support specialist
Walmart
05.2023 - 01.2025
- Managed mainframe system performance monitoring, implemented automated diagnostic and resolved critical system issues.
- Orchestrated mainframe security updates, conducted system health checks, and documented operational procedures for enhanced reliability
- Provided technical support to end-users.
- Monitored and escalated tickets systems in order to resolve critical issues.
- Engagement of support teams and management.
- Received and perform multiple support calls.
- Software troubleshoot issues.
- Escalated impacting issues immediately and meeting sla's requirements.
Claim specialist
Car-Mart
05.2022 - 01.2023
- Investigated and validated insurance claims, medical records, and accident reports.
- Collaborated with adjusters and legal teams to resolve complex claims, ensuring fair settlements while maintaining positive client relationships.
- Strong customer service and interpersonal communication.
- Problem-solving and critical thinking to resolve discrepancies or fraud.
- Attention to detail and organizational skills for managing multiple claims simultaneously.
- Time management to meet deadlines efficiently.
- Familiarity with insurance policies, coverage types, and legal regulations.
- Data entry and documentation accuracy.
- Respond to customer and managers via email, chat support.
Technical support V
Walmart
09.2016 - 03.2022
- Managed technical solutions database to expedite issue resolution and enhance team efficiency.
- Introduced automated protocols, boosting first-contact resolution and customer satisfaction.
- Engineered automated systems for troubleshooting, achieving measurable operational improvements.
- Monitoring ticket system, while escalating critical issues and meeting sla's.
- Engagement of next level support teams and management.
- Support technicians with hardware equipments.
- Software troubleshoot to maintain Walmart stores and equipment operable.
Education
Graduated - undefined
Rogers High school
05.2010
Skills
- Multitasking and organization
- Data accuracy
- Accuracy and attention to detail
- Customer Service-oriented
- Data management
- Highly dependable
- Excellent attention to detail
- Bilingual
Timeline
Trust and Safety Operations Support
US Tech Solutions
03.2025 - 08.2025
Mainframe support specialist
Walmart
05.2023 - 01.2025
Claim specialist
Car-Mart
05.2022 - 01.2023
Technical support V
Walmart
09.2016 - 03.2022
Graduated - undefined
Rogers High school
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