Customer Service Engineer

Brian Martinich ***** S. Dalton Ave #B ( Gardena, CA

90247

310-***-**** ( **********@*****.***

Technical support specialist

TO OBTAIN A POSITION WITH A STABLE, YET GROWING COMPANY, WHICH WILL ALLOW FOR

CONTINUED GROWTH AND ADVANCEMENT PREDICATED UPON INDIVIDUAL CONTRIBUTIONS TO

COMPANY GOALS AND OBJECTIVES

Technical Certifications

CompTIA A+ I.T. Technician (220-601 & 220-602)

September 2008

CompTIA Network + (N10-003) March 2009

Microsoft Certified Professional (070-271)

March 2009

Microsoft Certified Desktop Support Technician (070-271 & 070-272)

April 2009

Professional Experience

En Pointe Global Services - Gardena, CA

Senior Help Desk Engineer, June 2008 ~ Present

. Assist Help Desk Engineers by providing second level support

. Escalate problems and requests according to established procedures

when necessary

. Identify and solve escalated problems related to computers, hardware,

software and other related items via research, as well as vendor and

customer interaction

. Provide proactive Customer and Help Desk Management notification of

problems or outages

. Monitor and test fixes to ensure problems have been adequately

resolved

. Provide and participate in training required to develop and maintain

skills necessary to support end-users

. Access software updates, drivers, knowledge bases and frequently asked

questions resources on the Internet to aid in problem resolution

. Participate in project, research and development work when required

and assigned by management

. Perform Quality Assurance Monitoring and mentor helpdesk engineers to

improve the quality of their work

. Interview prospective Help Desk Engineers and provide input for final

decisions on hiring

. Recommend, document and implement processes to improve operation of

the help desk and ensure superior customer service

. Develop and implementation of operational support processes and

procedures

. Oversee the development and implementation of Help Desk Engineer

training procedures and policies

Sapphire Technologies (Onsite at Northrop Grumman Corporation) - Carson, CA

Helpdesk Analyst II/Information Technology Sector Liaison, January 2006 ~

June 2008

. Responsible for handling inbound calls for multiple sectors/divisions

within the Northrop Grumman Corporation (Averaging 60+ calls per day

at 80% first call resolution)

. Served as a liaison between the helpdesk personnel and the Information

Technology Sector Leads. Responsible for handling and resolving

escalated issues which included repairs or request for assistance.

Assisted with resolving misrouted and erroneously created trouble

tickets. Reviewed tickets created by analysts to ensure proper ticket

coding and queue assignment to prevent delays in service to the

customer.

. Direct support for the Northrop Grumman Corporation, Gulf Stream Jet.

Responsible for monitoring and maintaining network connectivity, fax

and phone lines, blackberry support and PC peripherals while company

jet was in the air.

. Subject Matter Expert for the E-Support Chat System, a messaging based

troubleshooting application used by all sectors/divisions in the

company. Created the weekly coverage schedule for support of the chat

application. Trained all analysts on the E-Support system. Assisted

with troubleshooting issues and testing of all upgrades. Created all

knowledge base documentation for the E-Support application.

. Trained new hires to perform the essential job functions to support

the various divisions of Northrop Grumman. Taught troubleshooting

techniques with accurate solutions while following company policies

and procedures.

. Created, edited and updated documents within the Northrop Grumman

knowledge base. Documents were used by analysts for work instructions

with step by step directions including contact names, numbers and

references pertaining to the specific issue.

Volt Services (Onsite at Toyota Motor Sales, USA Inc.) - Torrance, CA

Remote Client Support Technician, August 2003 ~ January 2006

. Provided superior customer service for over 6000 users remotely

located within the continental US and traveling outside of the states

. Identified, researched and resolved all technical problems

. Responded to telephone calls, emails and personal requests for

technical support

. Worked with manufacturers to resolve issues remotely or via service

calls to remote sites

. After hour on-call support, 24/7 support, one week per month

. Supported 'Dealer Daily' PC's. Located in the service department of

every Toyota dealership

Next Level Datacom - Long Beach, CA

Field Warranty Support Technician, July 2000 ~ August 2003

. Replaced hardware and software on both PC and Apple systems for Best

Buy and Circuit City extended warranty holders (Prior to the 'Geek

Squad')

. Kept inventory of components for multiple service calls

. Analyzed system performance, troubleshoot all issues and informed the

warranty company of any additional components needed to repair each

system.

. Ran manufacturer issued restore software when necessary

MPI Computers - Long Beach, CA

Network/PC Technician, January 1998 ~ December 2003

. Computer upgrades, preventative maintenance, hardware and software

installations.

. Built custom machines for customer orders

. Diagnosed and resolved issues with customers systems

. Installation and configuration of printers, imaged hard drives, ran

weekly tape backups

. Setup and maintenance of customer networks

Skills

. Dependability, willingness to learn and reliability are strong,

personal assets

. Excellent Customer service and communication skills

. Outstanding troubleshooting and logical problem solving skills

. Friendly presence and helpful attitude, good interpersonal skills and

ability to work well with others

. Ability to handle constantly changing flow of traffic; remain

productive during slow times, and able to multitask effectively during

busy times, able to exercise patience and professionalism during

stressful situations

. Abilty to train others in the use of applications and in technical

support methods

. Applications supported include, but not limited to: Microsoft Windows

3.1/9x/2000/XP/Vista/7, MSDOS, Microsoft Office 97-2007, MS Visio, MS

Project, Cisco VPN Client, F5 VPN Client, RAS/ACE Database Admin, SAP,

Supportsoft Support Center, Adobe Acrobat, Norton Ghost,

McAfee/Norton/Trend Micro Virus Protection, Various

Trojan/Spyware/Malware Removal Programs, Lotus Notes v4.6-6.5, Right

Fax, Blackberry Desktop Manager, Citrix Metaframe, Net Meeting, Live

Meeting, Microsoft Sharepoint, Microsoft Office Communicator, SMS, PC

Anywhere, Dameware, Sametime, LAN Desk, and multiple other proprietary

software applications

. Ticketing Systems utilized, Peregrine Service Center, Remedy, Clarify

and Infra

. 65+ WPM Typing

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