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Desktop Support Active Directory

Worcester, MA
June 18, 2018

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Robert Martinez

*** **** ******, ***. *; Leominster, MA 01453

978-***-**** email;


15+ years of demonstrated successes within Hi-tech environment

Experienced in break/fix on Dell and IBM PC and ghosting/data migrations

Special expertise in customer service and support

Microsoft Certifications; • MCPR • A+ Certification

Consistently promoted to positions of increased levels of responsibility

Focused and self-directed professional emphasizing service quality

Equally valuable in a team or individual working environment

Bi-Lingual electronics technical service and support professional

Over 7 years of experience providing desktop support in an enterprise environment.


UMass Medical School – Worcester,Ma 4/2018 - Present

Microsoft Office 365 Roll Out/Desktop Support

Upgraded user’s PC to Office 365

Performed Desktop Support

Scheduled deployment of new installed PC’s.

Imaged PC’s with Windows 10 Operating System.

Quisiqamond College – Worcester,MA 8/2017 – 9/2017

Windows 10 Roll Out Lead Technician

Imaged PC’s with Windows 10 Operating System.

Scheduled deployment of new installed PC’s.

Coordinated and reported daily status of the progress of deployment activities to management.

Parexel Phamaceutical – Billerica, MA 12/2016 – 4/2017

Site Support Specialist

Provided second level incident resolution over the phone.

Performed remote access, laptop, printers and peripheral troubleshooting.

Provided support to hardware, software or application deployment efforts.

Coordinate warranty support for PC’s and printers.

Imaged PC’s and migrated user data.

Maintained equipment inventory.

Utilized Active Directory as needed.

UMASS Memorial Hospital – Worcester, MA 2/2016 – 10/2016

Contract Windows 7 Deployment Technician

Provide PC deployment from Windows XP to Windows 7 Enterprise.

Coordinate and scheduled PC deployment.

Installed software upgraded hardware.

Joined PC to UMass domain, and map network drives and printers.

Supported Thin Clients in a VDI environment.

Enterprise experience with encryption software ie. Bitlocker, Norton, RSA- Data Protection Manager, Utimaco SafeGuard Easy.

Metso Automation USA Inc. – Shrewsbury, MA 3/2013 – 10/2015

Contract IT Support Technician

Provide technical assistance and support to 425 user community on a Windows 7 Enterprise environment. Knowledge of Active Directory.

Performed weekly Tape Backup of systems.

Installed engineering software, imaged desktop and laptop PC’s, Mapped network drives, migrate user data, connect network printers and troubleshot PC’s.

Configured IP phones on an Avaya Audix system.

Installed, configured and troubleshot Lotus Notes.

Performed remote access to support users PC’s.

Managed warranty support of computer equipment.

Maintained asset management system.

Fresenius Medical Care – Waltham, MA 12/2012 – 2/2013

Contract Desktop Support Technician

Provided technical support for end users on an enterprise network environment.

Installed software, Operation Systems; Win 7, XP, Vista, Drivers, Patches, Upgrades, Map Network Drives, Data Migration, and Image laptop and desktop PCs Lotus Notes, Active Directory.

Utilized the Remedy ticket system to create, schedule, resolve, manage all systems issues within the Service Level Agreements.

Performed remote support using pc Anywhere and Dameware.

Coordinated warranty support of service part orders and purchased order equipment.

Recent Contract Assignments

Timberland US – Stratham, NH 7/2012 – 8/2012

Windows 7 installation with corporate software and data migration.

Fresenius Medical Care – Waltham, MA 8/2012 – 9/2012

PC deployment and relocation/set-up.

Windows 7 installation.

Avaya Inc. Billerica, MA 5/2010 – 5/2012

IT Manager

Responsible for maintaining PC’s for a branch of a multinational global organization.

Perform analysis on user’s PC’s and make service recommendations.

Consistently meet or exceed delivering SLA’s to end users.

Restore corporate image and perform data migration of user’s profile.

Perform remote access to correct user PC issues.

Add PC’s to the corporate domain.

Troubleshoot basic LAN issues.

Installation of corporate software, and Windows 7 and XP operating systems.

Responsible for asset management of inventory of parts and PC’s.

Properly documented all support calls on a service request system.

Scheduled service appointments.

Provide technical support on large project deployments.

Supply best in-class support to direct end user’s on all technology support needs.

Maintain a high level of support with focus on first call resolution on a timely manner.

Follow through on warranty requests.

Answer questions by phone an email in a prompt, polite and friendly manner.

Ability to communicate clearly, both verbally and in writing to user’s and colleagues alike.

Identify negative technical support issues and or flaws and alert superiors.

Adhere to quality standards set by company.

Sub-Contracting assignments, Central MA 1 /2002 – 5/2010

Field Service Contractor

Install PC’s and LAN hardware and software for desktop and laptop computers.

Conduct troubleshooting and help maintain PC’s and LAN’s.

Work with vendors on warranty registration and replacements.

Projects consist of anything from VPN software installs on laptops to ghosting/data migrations and system and peripheral deployments to inventory of asset.

Accept responsibility to assure that assigned projects were completed according to schedule and that customer service standards were met.

Respond to user’s needs in a prompt, courteous, professional manner.

Establish and maintain effective professional working relationship with co-workers and every level of management.

Patriot Auto Glass Inc. Gardner, MA 6/2002 – 12/2007


Responsible for marketing and day-to-day operations of mobile replacement auto glass.

Performed accounts receivables/payables, correspondence with all major insurance companies.

Scheduled installations with customers.

Ordered correct auto glass replacements and insured customer satisfaction.

Aspect Communications Corporation, Chelmsford, MA 5/1998 – 2/2002

Regional Customer Operations Engineer

Responsible for total provision of on-site technical service and support of call center equipment, specifically for customers utilizing Automatic Call Distributors (ACD) on UNIX and Windows NT platforms. Duties included but not limited to: adds, moves and changes; software and system upgrades; system installation

Consistently cited for timely service and support resulting in systems returning to revenue


Franklin Pierce College, Rindge, NH

B.S. Business Administration,

Control Data Institute, Dallas, TX

Certified Hardware Technician

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