Technical Support Data Center

Jeffrey Martin

*** ******** ******

Woodstock, GA. 30189

678-***-**** / ad0nrm@r.postjobfree.com

Professional Summary

Experienced Technical Support Analyst. Strength in translating customer requests into detailed requirements and technical specifications. Dynamic IT architect with strong experience in Data Center Support, customer relationship management of multiple fortune 100 companies and high-profile accounts. Strong problem-solving abilities. Recipient of First Patent Application Achievement Award for Managing Wireless Devices using Exception Monitoring. Vast knowledge of Linux (Ubuntu & Kali), SPLUNK, MS-Office Tools, 365, Teams, Google Docs, Lotus Notes, Visio, Internet Explorer, Edge, Chrome, Firefox, Thunderbird, Safari, ServiceNow, PowerShell

Professional Work Experience

Technical Support / Sales Consultant – Best Buy, Canton, GA November 2015 – Present

Top sales leader in charge of computer sales and Digital Imaging. Technical Support includes Windows, Apple products including iPhones and Digital Imaging products.

Provide solutions and support for all clients. (Hardware upgrades, setups / expansions, configs etc.)

Consulting Business – JMC, Woodstock, GA April 2009 - Present

Field Engineer Support and repair for all Desktops and Laptop models. (Windows 8,10,11 / MAC IOS)

Diagnose hardware and software issues and perform the necessary work to fix the problem. (e-mail issues, hard drive crashes, viruses, spyware & malware) Apple MAC o/s installations and support. Support both HW and SW.

Home network setups (including mesh)

O/S installation

Hardware upgrades, new IMAC’s (installs, moves, adds and changes as well as Asset Tracking.

2+ years’ experience using PowerShell, ServiceNow and SharePoint

5+ years’ experience using Office 365 Toolset

Technology Leader – Papa’s Pantry, (Volunteer) Woodstock, GA April 2009 – Present

Coordinate with vendors for required services.

Engineer Support for all on-site hardware including desktops, laptops, printers and routers. (Windows 7,8,10,11)

Install/ maintain various software products on all desktops and laptops. (including driver updates, e-mail issues etc.)

Train personnel on creating backups, MS products, etc.

Technical Solutions Architect – IBM Global Services, Atlanta, GA January 1997 – April 2009

Data Center Support for all projects (Widows O/S server environment)

Provided technical leadership for the development and design of CSC and EUS customer solutions.

Created competitive solutions leveraging vendors, business partners, and other IBM organizations.

Led the completion of engagement tasks in support of fortune 100 companies.

Strong project management leadership skills in driving quality and cost efficiencies in data center and end user support projects.

Strong skills in developing effective implementation procedures, project documentation and milestones.

Recognition for Performance and achievement; multiple cash/travel/stock option awards for individual achievement associated with new contract signings.

National Accounts Manager for UBS/ PaineWebber – IBM New York, NY June 1992 – January 1997

Lead Engineer Support for UBS / PaineWebber Weehawken, NJ location (Windows Servers and workstations)

Top Field Engineer in charge of IBM hardware rollout and supported 100+ IBM Field Engineers during rollouts

Data Center Support in managing US PaineWebber Locations

Strong relationship building skills with client executives.

Improved flow of communications, resulting in more clearly defined project requirements and achievable milestones

Managed rollout schedules, installations, moves, and configuration changes. Directed server and workstation configuration and customization activities between multiple client departments and the IBM service organization.

Installed Unix servers, loaded and tested hardware and client specific software, working side by side with programmers to ensure stability of HW/SW before rolling out the new platform to the field.

Managed customer LAB where we tested windows workstation hardware and software prior to rollout.

Traveled to 100+ sites during rollout to manage top brokerage offices and ensure smooth transition.

Managed, coordinated, and provided technical support to more than 100+ IBM engineers during rollouts.

Developed curricula and delivered education on IBM services available to client, management and non-management personnel.

Provided all levels of engagement support in the acquisition of new client business from multiple IBM channels, including Strategic Outsourcing, Asset Management of Hardware, and Software, resulting in more than $10M increase in contract revenue.

Account Customer Engineer for large Wall St. Bank – IBM New York, NY. January 1989 – June 1992

Lead Field Engineer managing 10 IBM personnel in support of high-profile account. (Windows environment)

Responsible for maintaining all IBM and OEM hardware. This included pc’s, servers, laser printers, RISC 6000’s and all peripherals.

Replaced system boards, memory, fusers and various OEM vendor hardware etc.

Consistently met customer required benchmarks and service level agreements, including arrivals, onsite times and call closures

Managed all special projects (installs, moves, adds & changes) for classrooms and training centers.

Education

Georgia Institute of Technology – Network / Cybersecurity Bootcamp Completed 11/14/2022.

Currently Preparing for Security+ and CISSP exams Projected test date 10 / 2023.

Florida Institute of Technology – Electronics Technology 1982 – 1983

LinkedIn:

linkedin.com/in/jeffrey-martin-6323a06

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