Manager Customer Service
Resume:
MARTIN A. VILLANUEVA
*******@*******.***
SUMMARY:
Experience in a technical environment supporting internal and external
customers/clients. Technical support includes mapping network drives,
printer support, remote access connectivity issues, Microsoft Outlook and
Microsoft Office Suite, account administration, Management and Customer
Service skills, etc.
Bilingual in Spanish (Read, Write and Translate)
CERTIFICATIONS:
ITIL V3 Foundations Certification
HDI Certified Call Center Manager
Certified Mutual Fund Specialist
A+ Certified Computer Technician
Citrix Certified Administrator (Metaframe 2.0).
SOFTWARE EXPERIENCE:
Windows XP/Vista/7, Windows 2000 (server and Workstation). MacOS 7.5-X,
Citrix Metaframe 2.0, Office 4.0-2010, Juniper VPN Client, BlackBerry
Enterprise Manager, SharePoint, People Soft HR, VM Ware, LiveMeeting,
Docushare, Networker,HP Systems Insight Manager, Microsoft Systems Center
Operations Manager 2007, SAP, What's Up Gold, RSA Security, Service-Now,
Remedy, Remedy Reports, Outlook Web Access, Lotus Notes, FrontPage, PC
Anywhere 10, Remote Desktop, Ghost, Disk Image, RightFax, Exchange Server,
Outlook, Active Directory, MS Lync, MS Lync Server Tools Etc.
EXPERIENCE:
July 2010 to May 2013 Clear Channel Communications
Title: Service Desk Manager
. Managed day to day operations of corporate Service Desk and supported
20,000+ users.
. Maintained the SLA's of our main key performance indicators to include
Customer Service Surveys and feedback, First Level and First Call
Resolution Rates, abandoned rate, etc.
. Undertook testing and deployment of new ticketing software (Service-
Now) and Communication Tool (Microsoft Lync 2010).
. Liaison between IT Support groups and non-IT Support partners to
provide solutions Tier I and II support solutions for Financial,
Accounting, and Procurement/ Purchasing applications and platforms
. Documentation of testing of programs that were uploaded onto Iphone's
and Ipad's
. Managed MAC Support Desk (Tier I and II) providing hardware, software
and network support to our Outdoor, Creative and Executive users, as
well as oversaw local Desktop Support Technicians on day to day
support activities.
. Actively managed (supported/developed) packaging and re-imaging of
Windows 7 and Mac workstations for our 20,000+ users
. Actively managed account creation and administration of all Contractor
network, email and VPN accounts in Active Directory and Exchange, plus
was the corporate SME for MS Lync (providing account creation and
administration, training and documentation for all Lync users).
. Provided weekly and monthly reports to senior management (including
CIO and CTO) on SLA's accomplishments and breaches, as well as report
support trends,
March 2010 to July 2010 South Texas Blood and Tissue Center
Title: Desktop Support Manager
. Manage Desktop Support and Help Desk teams in 24/7 environment.
. Responsible for establishing and maintaining SLA's and first call
resolutions for STBTC and Qualtex users across South Texas area, and
providing technical support for all desktop issues.
. Oversaw training budgets and worked with all departments on
recommending and purchasing new technologies via third party vendors.
February 2010 to March 2010 Citi Group (Contractor via Technisource)
Title: Contractor Tier III Analyst
. Temporary position tasked with remote installation of packaged
software via HP OVCM client to Citi employee's globally.
July 2009 to January 2010 Tesoro Petroleum (Contractor via TEK
Systems)
Title: IT Operations Center Manager
. Manage ITOC staff and oversee and maintain network connectivity across
entire Tesoro Network infrastructure.
. Maintain staffing and budget needs as dictated by upper management.
. Secondary role is to manage Tesoro's After Hour's Service Desk and
provide technical service and support to Tesoro's Corporate and Retail
Employees.
April 2006 to July 2009 Alliance Bernstein
Title: IT Service Desk Supervisor (Americas Region) and Service Request
Manager
. Manage IT Service Desk Americas staff in providing world class service
and support to our 5000+ global employees Firm wide.
. Analyze and interpret metrics via ticket analysis and client customer
surveys.
. Duties include hiring and training of staff, organizing departmental
meetings and acting as liaison between other IT and Business Groups.
. Responsible for managing eRequest system for users requesting new
application and account access as well as requesting new hardware,
software, accessories and mobile devices.
Oct 2005 to March 2006 CompUSA Co., Inc. Store 727
Title: Technical Services Technician
. Provide world-class technical services, upgrades and repairs to
CompUSA's customers PC's, Laptops, Apple Desktops and laptops, as well
as field support.
. Support various Microsoft Software, Operating Systems, Lotus Notes.
June 2001 to Oct 2005 Best Buy Co, Inc. stores 181, 328, 315,
326, and 201
Title: Geek Squad Senior Agent, formerly Home Theater Area (Sales) Manager,
Operations Mgr.
. Manage daily sales and productivity of in store and field agents,
recruit, hire and train new Geek Squad Agents, maintain and order
parts and supplies for in store and field operations, cash and
warranty (manufacturers and Performance Service Plan) repairs and
upgrades of customers PC's, Mac's, printers, mp3 players, audio and
video components, camcorders and cameras.
. Field (in-home) operations concentrated more on networking customer's
homes and solutions, as well as training.
October 2000 to May 2001 Ball and Weed, P.C., Attorneys at Law
(San Antonio)
Title: Information Systems Manager
. Oversee the daily operations of 70 user Windows 2000 Network,
including remote dial-up/DSL connections for traveling attorneys.
. Maintain departmental budget in firm-wide computer/Network supplies in
major network upgrade. Worked with various vendors on new technologies
for the firm.
August 1998 to October 2000 The University of Texas at San
Antonio
Title: Network Technician
. Maintain 3000+ user network with technical support, maintenance, and
hardware and
. Software installations for the Office of Information Technology.
. Secondary duties were to operate University's Help Desk for telephone
end user support on a rotational basis.
Martin Villanueva's Professional References
Mr. Darrel Freeman
Subject Matter Expert and Senior Analyst
Clear Channel Media
Mr. Ian Boysen
Program Manager
Kforce Government Solutions
***@***********.***
Mr. Robert Ledesma
VP of Market Development
KRGV Television
*******@****.***
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