Customer Service Information Technology

GerardoJ Martinez

Email: *********@********.***

Address: *** ******* *****

City: Rocky Hill

State: CT

Zip: 06067

Country: USA

Phone: 860-***-****

Skill Level: Entry

Salary Range: $40,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Gerardo J. Martinez

*********@********.***

399 Trinity Ridge, Rocky Hill, CT 06067

Cell Phone: 860-***-****

Summary

I am a dedicated IT professional with experience as a highly proficient technical project developer with extensive experience in infrastructure, network, and computer operations. I am extremely knowledgeable in IT production support, troubleshooting, project management, and vendor management. I am constantly looking to broaden my experience, share my knowledge, and bring practical problem solving to every enterprise I join. I will bring decades of practical experience and real world application knowledge to a multitude of IT and Business situations.

Experienced IT and Business professional.

Highly skilled in emerging technologies.

A willingness to learn

Bilingual (Spanish)

Expert at furnishing translations of technical information to diversified audiences.

Experience

The Hartford Financial Group Insurance, Information Technology 1972 - 2012

Information Technology Desktop Support Specialist 2000 2012

Managed technical projects such as PM Technology project.

As part of a team of Desktop Support Specialists, I worked on team-oriented projects and have the opportunity to participate in decision making.

Team lead for Southington Hub Center.

As a Team Lead in a Hub Center I receive and issue stock and maintain record of receipts, requisition, and stock on hand. I take daily inventory of electronics, materials and supplies, and classify stock by condition and serial number.

Drove all aspects of production support operations including desktop, software, and hardware support and installation.

Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed using institutional remote assistance tool. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.

Daily management of Vendor and Service Level Agreements (SLAs) as well as Metrics reporting.

Accurately document instances of desktop equipment or component failure, repair, installation, and removal in inventory and ticketing system and if necessary, liaise with third-party support and PC equipment vendors. Identified and implemented improved production support models.

Successful at troubleshooting systems and provided application support for Windows 7, Windows XP, Microsoft 2003 server and Windows 2000. Administered both on-site and remote support for mobile devices.

Support end user mobile devices and tablets. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels for remote users and on site support. In some cases coordinated collaboration with customers and other teams in the network.

Team player and very strong customer service focus.

Automation Consultant 1989 2000

System Analyst 1985 1989

Team Leader, NCC, Master Terminal Operator 1982 1985

Data Center Computer Operator 1978 1982

Mail and Supply 1972 1978

Technical Skills and Certifications

Broad System Networking & Design Experience.

Microsoft Certified Professional (MCP) Windows NT.

Experience as a Microsoft Windows NT 4.0 Server Administrator.

Proficiency with LAN Topologies, IPX/SPX, TCIP/IP.

Extensive Microsoft Software Experience in both Business and Administrator Rolls.

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