Victor Martin
Houston,USA
Summary
Resourceful Support Specialist recognized for productivity and efficiency in task completion. Skilled in technical troubleshooting, user support, and system diagnostics. Excel at communication, problem-solving, and adaptability, ensuring seamless operations and customer satisfaction. Committed to leveraging these soft skills to enhance team performance and user experience.
Overview
4
4
years of professional experience
Work History
Help Desk Support Specialist/Logistics Shipping Coordinator
UPS
Houston, Texas
11.2024 - Current
- Provided technical support for software and hardware issues across multiple platforms. (Including Microsoft, Salesforce etc.)
- Documented support requests and resolutions in ticketing system for future reference.
- Collaborated with IT team to implement system updates and software installations.
- Trained staff on new applications and technologies to enhance user experience.
- Managed inventory of IT equipment, ensuring availability for user needs.
- Delivered remote assistance via phone and chat to resolve urgent issues promptly.
- Conducted regular follow-ups with users to ensure satisfaction with support services.
- Tested computer equipment to ensure proper functioning according to specifications.
- Provided guidance on best practices when dealing with IT related incidents.
- Provided technical assistance and troubleshooting for customers with hardware, software, and network issues.
- Resolved customer complaints by identifying problems, determining causes, selecting solutions, and implementing corrective actions.
- Responded to customer inquiries via phone, email, or chat support.
Operations Apprentice
Duchesne Academy of the Sacred Heart
Houston, US
06.2021 - 11.2023
- Managing office operations: Overseeing daily activities, including office supplies, equipment, and facilities.
- Administrative support: Handling tasks like filing, data entry, and correspondence.
- Scheduling: Coordinated 12-15 meetings, appointments, and travel arrangements for staff weekly.
- Communication: Serving as a point of contact for 100+internal team members and 50+ external communications such as parents and contractors.
- Record-keeping: Maintaining and organizing records, both physical and digital.
- Financial tasks: Managing budgets, expenses, and invoices.
- Reception duties: Greeting visitors, answering phone calls, and directing inquiries.
- Event planning: Assisting in organizing company events, meetings, or conferences including fund-raisers where I contributed to helping this non-profit raise up to $1.5M /yr.
- Problem-solving: Resolving office-related issues and ensuring smooth operations.
- Policy compliance: Ensuring compliance with company policies and procedures.
- Trained staff on software usage and best practices for system security.
- Collaborated with IT team to resolve complex technical problems quickly.
Education
Arbor View Applied Tech
Las Vegas, NV06-2011
Skills
- Data Input / Analysis(Microsoft Excel)
- Cross-functional Collaboration
- Business Process Improvement
- Organizational Development
- Team collaboration
- Help desk software
- Remote support
- Ticketing systems
- Customer education
- Call center operations
- Online chat support
- Customer needs assessment
Areas Of Expertise
- Customer Support
- CRM tools (Salesforce,Workday etc.)
- Data Analysis
- Ticketing/Work Order System management
- Remote Support
Key Acheivements
- Helped successfully launch a grand opening for two locations where I was 1/5 hand picked mentors who were tasked with recruiting and training over 50 new employees to occupy the new location
- Coordinated multiple fundraising event that resulted in over $4.5M of donations during my employment.
- Successfully completed over 800 tickets/work orders in a span of 6months during my employment at UPS.
Timeline
Help Desk Support Specialist/Logistics Shipping Coordinator
UPS
11.2024 - Current
Operations Apprentice
Duchesne Academy of the Sacred Heart
06.2021 - 11.2023
Arbor View Applied Tech