Lori Martinez

acqj68@r.postjobfree.com

801-***-****

SUMMARY

Ten plus years’ experience in Information Technology Systems. Received alerts about network & system problems, followed company’s troubleshooting guidelines and escalation protocols. Depending on the complexity of the problem and the system or network involved, engaged local hardware technicians or second level support from technical experts in that specific area. Acted as ‘incident manager’ for critical problems, often chairing conference calls with representatives from many diverse support teams. Documented each areas actions, troubleshooting attempts and final problem resolution. Kept IT management up to date on problem status and end solution. Tracked number of end users impacted and any amount of down time, to be used for the analytics team to calculate vendor SLA conformance.

EXPERIENCE

Discover Financial Services, West Valley City, Utah 10 Years +

Business Technology Support

At various times supervised – End User Support, Business Analysts & desktop support Contractors, Systems/Server Team, Information Security, Data Center Operations, Network and Voice Operations teams.

Oversaw all aspects of work for as many as 32 Technicians responsible for all local hardware, systems and applications in the support of a network of 3800 users across multiple sites in Utah.

Implemented processes for identifying repeat incidents and helped create KB entries into the company Service Management system. Reviewed tickets on a daily & weekly basis to identify areas that could be improved upon (response wise) or application issues that could be resolved by the Applications team.

Worked closely with the company’s Internet Voice & Data Systems (IVDS) team migrating business units to Cisco’s Unified Contact Center Enterprise (UCCE), while maintaining others on Aspect’s CRM & CTI Integration technology.

Supervised rollout of network upgrades -- most recently migration of all user hardware & systems to Windows 7 & Microsoft 2010. Completed testing and system functionality verifications for hundreds of business products and proprietary applications prior to department migrations.

Available 24 x 7 to respond to major interruptions. Represented Utah &/or Arizona on any production outages or problems. Attend Rapid Response Team calls to troubleshoot problems, identify degraded or downed systems and take steps to implement resolution, with minimum disruption to end users and critical systems. Attended all Post Incident Review calls to ensure correct documentation of chain of events, response times from different teams, people on the Incident call, final resolution and discuss any steps that could be taken to prevent future occurances.

Attend regularly scheduled Change Management calls to ensure planned changes were implemented during approved maintenance windows and appropriate back-out plans were in place for remediation if needed.

Worked with HQ Facilities and Business Technology Department to ‘bring live’ two new facilities in Utah. Completed data room preparations, server installations, network device rack & stack, routers, bridges & telecom switches. Finished testing to remote data closets to ensure final connectivity to workstations– following company standards regarding distribution of power between PDUs and network distribution switch layouts and wiring protocols/standards.

TECHNICAL SKILLS

Applications /

Operating systems: Windows XP, Windows 7, HP Asset Manager, ServiceNow, Microsoft Office 2010, Lotus Notes, Outlook, IE10, Google Chrome, Cisco WebEx, Service Catalog

Hardware: Cisco network switches, IBM, Lenovo, HP & Dell workstations/laptops, HP Thin Clients, HP network printers, modems, Wireless Access Points, CSU/DSU’s, Avaya/Aspect Dialers, Aspect Phone Switch, Avaya Phone Switch

Protocols/Services: Ethernet, TCP/IP, OSPF, VoIP, Wireless, SNA, Token Ring,

CERTIFICATIONS & MEMBERSHIPS

ITIL Service Operation intermediate, ITIL IT Service foundation, Situational Leadership, Partners in Performance,

Performance Coaching Smarts, Mentoring, Communicating Change, and Mastering the Change Curve.

Member of the Association of Contingency Planners, Utah Chapter.

EDUCATION

Weber State University, Ogden, Utah

Business Administration, Information Technology Systems

Salt Lake Community College, Salt Lake City, Utah

Business, Data Processing

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