Seth L. Martinez

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Managed the creation and assignment of all hardware assets assigned to end users in the Service now platform
• Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
• Established team priorities, maintained schedules and monitored performance.
• Defined clear targets and objectives and communicated to other team members.

• Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
• Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
• Configured back office of IT solution Center in Mounds view increasing efficiency, and allowing staff to image more devices per day
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Configured and installed computer systems for other sub-organizations.
• Resolving issues of 10-25 in person users per day with Hardware, Software, access issues
• Patiently walked individuals through basic troubleshooting tasks

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• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment. Performed software installations and OS upgrades to support layered software packages.
• Resolved network issues and equipment and software troubleshooting queries to maintain data accessibility.
• Created and administered profiles and accounts, also maintaining systems documentation.
• Implemented standard software and hardware to promote server data integrity.
• Install and configure MDM so users can work more comfortably in a Remote environment.
• Provide VPN, and RSA Token Support to remote employees
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Took up to 40 support calls per day

• Entered tickets, and Requests into ServiceNow to facilitate faster problem identification, resolution and access management.
• Provide Tier 2 Support to an organization with over 17,000 users.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Configured hardware, devices and software to set up work stations for employees.
• Investigated and corrected problems with printers, copiers and other peripheral devices.
• Provided Configuration and support for clients in Cisco Unity
• Experience in Daily use of facilitating administrative tasks in the following; SCCM, Active Directory, Azure, Cisco Telephony systems & Intune MDM for the purposes of configuration, and support

• Support Director of IT and Facilities in daily operations
• Provide tier 1-3 support to 200 users over 2 states
• Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions
• Provided local and remote Tier 1 IT support for hardware and software to company personnel
• Reviewed current hardware and software and recommended modifications to increase system speed
• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
• Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes
• Created and administered profiles and accounts in Active directory, and office 365, also maintaining systems documentation.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.

• Set up equipment for all employees, including installing cables and hardware
• Set up and configured hardware and software on company equipment
• Restored data, operating systems, files, documents and drivers
• Built and repaired Acer, Asus, Compaq, Dell, Gateway, HP, Lenovo, Toshiba, & Custom-Build computers
• Repaired and replaced hardware, including LCD panels, hard drives, solid state drives, DC jacks, motherboards & daughter-boards
• Ordered necessary supplies and parts to repair malfunctioning hardware
• Installed system software, including All windows user and server platforms, Various forms of Linux, Unix and Mac OS 10.6-10.11
• Skilled in Phone and Tablet Repair
• Maintained accurate hardware and software inventories
• Trained both internal and off-site users in repairing and resolving recurring issues

• Handled technical troubleshooting within a fast paced, retail environment
• To include system crashes, slow-downs and data recoveries
• As well as hardware installs, tune-ups, Operating System Installation/reinstallation, and customized computer setup
• Selected Contributions: Wired the Maple grove geek squad after the remodel
• Saved the company $1200 in service costs
• Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95% and 100% on all CSI comments (outperforming average of 70%)
• Handled 15+ technical/mission-critical calls daily and consistently met high service standards
• Worked on up to 20 units at a time depending on precinct needs

• Majored in Network Administration
• Coursework in Network administration, Help desk, & Server Administration
• Graduated in Top 15% of Class