Support Customer Service
Resume:
Carlene
Martínez
***** ******* **, ******* ****, IL
************@*******.***
https://www.linkedin.com/in/carl
ene-martinez-113413a/
Telecommunications Support Analyst looking for opportunities that will compliment my support skills. Expertise with diagnosing and escalation of telecom issues. Well versed in utilizing industry leading service requests ticketing systems. Skills
• Telecomm Analyst • Software and hardware expertise
• Root cause analysis and technology
escalation support
• Vendor Escalation
• Deployment coordinator
• Proficient knowledge in standard desktop
applications
Experience
ICOMM
Telecommunications Analyst July 2012 – July 2018
• Provided telecom support for RR Donnelly, BMO Harris, Sysco and Grainger. Support included troubleshooting various situations via phone, e-mail, IM chat and using our internal ticketing system in a timely and detail-oriented fashion.
• Analyzed, assessed and escalated incidents to the appropriate client resources, including internal personnel for additional assistance.
• Performed MAC and Repair activities on all voice systems and carrier-based voice environments.
• Fulfilled Service Level Agreements (SLAs) by providing timely support, thus meeting client requirement.
• Coordinated vendor dispatch when required by client via AT&T, Mitel, Henkels & McCoy and Blackbox.
• Reported and captured all activities via various clients ticketing system like Avaya, ServiceNow, Remedy, Mitel and TMA (in house ticketing system).
• Provided monthly 24x7 on-call support for top clients when assigned on rotation basis. 2
Equipment Maintenance Technician Feb 2012 – Jun 2012
• Ensured the seamless functionality of office equipment such as-video conferencing hardware, printer/fax, desk phones and computers.
• Maintained complete life cycle inventory management of all hardware assets and accessories for the Chicago location and other Google sites.
• Performed equipment setup for new hires, transfers, and collection for exits.
• Conducted public printer audit for the Chicago location.
• Performed audio visual support for conference rooms.
• Software imaging of Lion, Windows, Linux operating systems. Hardware support of MacBook and Lenovo.
Kaplan University (now Purdue University Global)
Technology Support Analyst Oct 2011 – Feb 2012
• Responded to incoming telephone calls effectively and efficiently while maintaining a complete ownership in technical issues and problems.
• Reviewed and updated the internal ticketing system ITIL Service Desk (Magic) for tickets requiring escalation to Technology Support Analyst team.
• Installed, upgraded and remotely imaged workstations as needed.
• Supported company employees with live chat sessions.
• Ensured hardware and software rollouts deadlines were met.
• Guaranteed technical coverage for daily or project related tasks.
• Reviewed trouble tickets and ensured proper closure in a timely manner.
• Completed tickets on a first call resolution bases and documented each incident. Clover Technologies Group
IT Support Specialist May 2010 – May 2011
• Traveled to Clover’s Ontario Canada location to configure and deploy new desktops. Performed system improvements, upgrades and patches.
• Resolved production issues and made configuration changes to network infrastructure.
• Provided highest customer service satisfactory surveys within the Information Technology Team.
• Effectively prioritized and executed tasks in a high-pressure environment.
• Acted as tech lead for facility wiring projects and equipment deployments as specified by the Director of Support at multiple locations with Clover Technologies Group. 3
Education
DeVry University
Bachelor of Science Degree in Network Communications Management 2003 – 2005 Alpha Sigma Lambda – Treasurer
Alpha Sigma Lambda Community Service Project – Volunteered every year to raise money to care for approximately 600 developmentally delayed children and adults. One of many fundraisers held to support the Sisters of Mercy who operate Misericordia Home. DeVry University
Associate of Applied Science Degree in Electronics 1998 – 2000
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