Jose I. Martinez

Bonita CA, *****

ad4w65@r.postjobfree.com 858-***-**** www.linkedin.com/in/joseimartinez

Executive C-Level Support / Business Data and Analytics / Enterprise Desktop Support

Information Technology Professional with 15+ years of applied experience, I have honed my skills across a spectrum of IT roles. My meticulous attention to detail and customer-centric approach enable me to excel in high-pressure environments, effectively managing and coordinating multiple projects. My IT software and systems proficiency allows me to adapt to new platforms swiftly.

As a proactive individual, I am known for initiating process and system improvements that enhance system stability, capacity, and team productivity. My approachable and accountable nature and the ability to remain calm in all situations allow me to deliver exceptional customer service.

I can work effectively with minimal supervision, independently or as part of a team. My communication skills enable me to interact positively with customers, management, and peers. My humble demeanor and empathy reflect my respect for everyone I serve.

Executive IT Support (C-Level) Field Service Support ServiceNow - KACE – JIRA MDM /JAMF ITIL v3 Citrix Client / Workspace Jr. System Admin SCCM Office 365 Deployment & Portal Admin Desktop Support Levels 1-3 Break Fix – IMAC Antivirus Deployment & Support (McAfee, Norton, ESET, Anti-Malware) Vendor Management G-Suite Admin MAC OSX Support (Ventura) Linux Ubuntu 20.04

PROFESSIONAL EXPERIENCE

Jones Day Law Firm June 2023 – September 2023

Sr. IT Site Support Engineer (Levels 1-3, Executive IT Support)

Executive IT Support (C-Level), Onsite Triaging of Level 1-3 Support Tickets.

iManage Document Support, MS SharePoint Documentation Support.

ServiceNow Ticket Management, Ticket Queue Management and Escalation.

Active Directory Support and Management, Video Conferencing Setup and Support (Zoom, Teams, Skype).

Windows 10 Enterprise Support, O365 Support, and Admin Portal administration.

SCCM Imaging, E-Waste Management, Inventory Procurement and Management, Vendor Vetting.

Business Analyst and Project Management support.

Microsoft Teams, MS Authenticator, MS Hello, MDM, DUO, and VPN support.

Genomatica Labs December 2022 – March 2023

Sr. Technical Support Engineer (Levels 1-3)

Desktop Support (Levels 1-3), GXP Lab Support, Legacy Hardware and software support.

Active Directory Jr. Admin, Audio Visual Conferencing Support (Skype, Zoom, MS Teams)

Windows 7 & 10 Enterprise migration and Support, Office 365 Administration, MAC OS Support (Ventura).

SCCM Imaging, Inventory procurement, vendor vetting, and vendor management.

KACE Trouble Ticket Escalation and Queue management, SLA Documentation, and SOPs'.

iPhone, Android, iPad, and Tablet support (iPhone, iPad, Android, Kindle, Amazon Fire)

VOIP Telephony Support (ShoreTel, Avaya, Cisco)

Business Analyst and Project Management support.

Microsoft Teams, MS Authenticator, MS Hello, MDM, DUO, and VPN support.

TuSimple AI June 2022 – December 2022

Sr. Technical Support Engineer (Levels 1-3)

Executive IT Support (24/7 – 365), Field Service Support, Desktop Support (Levels 1-3)

Active Directory Jr. Admin, Audio Visual Conferencing Support (Skype, Zoom, MS Teams)

Windows 7 & 10 Enterprise migration and Support, Office 365 Administration, MAC OS Support, Linux UBUNTO 20.04

SCCM Imaging, Inventory procurement, vendor vetting, and vendor management.

JIRA Trouble Ticket Escalation and Queue management, SLA Documentation, and SOPs'.

iPhone, Android and Blackberry and Tablet support (iPhone, iPad, Android, Kindle, Amazon Fire)

VOIP Telephony Support (ShoreTel, Avaya, Cisco)

Business Analyst and Project Management support.

Allianz Global Investors December 2021– June 2022

Sr. Technical Support Engineer (Levels 1-3)

Executive IT Support (24/7 – 365), Field Service Support, Desktop Support (Levels 1-3)

Active Directory Jr. Admin, Audio Visual Conferencing Support (Skype, Zoom, MS Teams)

Windows 7 & 10 Enterprise migration and Support, Office 365 Administration, MAC OS Support

SCCM Imaging, Inventory procurement, vendor vetting, and management.

Service Now Trouble Ticket Escalation and Queue management, Documentation, and SOPs'.

iPhone, Android and Blackberry and Tablet support (iPhone, iPad, Android, Kindle, Amazon Fire)

VOIP Telephony Support (ShoreTel, Avaya, Cisco)

Business Analyst and Project Management support.

Business Data and Analytics Support.

Preferred Employers Insurance (Berkley Company) September 2021 – November 2021

Senior Technical Support Engineer (Level 3, C-Level)

Responsible for Desktop Support, System Administration, SCCM, Active Directory

Onboarding / Offboarding accounts administration,

Win 7 & to Win 10 migration, Office 365 Migration MAC OS Support

After Hours IT Support and Technical Liaison to all IT Support Departments.

Legacy Equipment and Software Vetting and Testing.

Inventory procurement and management, Vendor vetting and management.

Trouble Ticket Escalation, Documentation, and SOPs'.

Audio Visual and Event production setup and support for on-site and off-site events.

iPhone, Android, and Blackberry support (iPhone, iPad, Android)

VOIP Telephony Support (ShoreTel, Avaya, Cisco)

RRD Donnelly, San Diego, CA September 2020 – August 2021

Field Service Support Engineer

Field Service Support, Desktop Support (Levels 1-3)

Active Directory Jr. Admin, Audio Visual Conferencing Support (Skype, Zoom, MS Teams)

Windows 7 & 10 Enterprise migration and Support, Office 365 Administration, MAC OS Support

SCCM Imaging, Inventory procurement, vendor vetting, and management.

Service Now Trouble Ticket Escalation and Queue management, Documentation, and SOPs'.

iPhone, Android, and Tablet support (iPhone, iPad, Android, Kindle, Amazon Fire)

VOIP Telephony Support (Google Voice, Avaya, Shoretel)

Business Analyst and Project Management support.

Sempra Energy, San Diego, CA December 2019- June 2020

Executive IT Support (White Glove Corporate Level Support)

Executive IT Support (24/7 – 365), Field Service Support, Desktop Support (Levels 1-3)

Active Directory Jr. Admin, Audio Visual Conferencing Support (Skype, Zoom, MS Teams)

Windows 7 & 10 Enterprise migration and Support, Office 365 Administration, MAC OS Support

SCCM Imaging, Inventory procurement, vendor vetting, and vendor management.

Service Now Trouble Ticket Escalation and Queue management, Documentation, and SOPs'.

iPhone, Android and Blackberry and Tablet support (iPhone, iPad, Android, Kindle, Amazon Fire)

VOIP Telephony Support (ShoreTel, Avaya, Cisco)

Business Analyst and Project Management support.

Indyme Solutions Inc. Sr. Technical Engineer October 2019 – December 2019

Technical Phone Support, Field Service Support, Remote System Administration,

Ticketing queue and SLA management

After Hours IT Support and technical Liaison to all IT Support Departments.

Inventory procurement and management, Vendor vetting and management.

Trouble Ticket Escalation, Documentation, and SOPs'.

Centrex IT - Dedicated Field Engineer - Otonomy, Regulus, AltheaDx, and ArcturusRx November 2018 – July 2019

Dedicated Field Support Engineer _ Onsite Desktop and Lab Support

Laboratory Desktop Support, Laboratory Endpoint Device Support, System Administration, SCCM, Agilent UV Viz, Jasco UV Viz.

Validated Lab systems, Support, and Break-Fix Support.

Service Now Ticketing queue and SLA management

Windows 7 & Windows 10 migration, MAC OS Support (Sierra, High Sierra) Office 365 Administration –AWS (Azure)

Validated PC systems and Lab Instrumentation, CFR21 Part 11, cGMP, cGPP, and cGMP experienced.

Inventory procurement and management, Vendor vetting and management.

Trouble Ticket Escalation, Documentation, and SOPs'.

Polycom, Cisco, Microsoft Surface Audio Visual and Event production, setup, and support for on-site and off-site events.

iPhone, Android (iPhone, iPad, Android, MS Surface)

VOIP Telephony Support (ShoreTel, Avaya, Cisco, Mitel, COX)

Eli Lilly Pharmaceuticals / Tata Consulting Services July 2018 – September 2018

Laboratory Infrastructure Support Engineer

Responsible for Laboratory Desktop Support and Infrastructure Support, System Administration, SCCM

Imaging, Ghosting, and USMT migration of user-profiles and data.

Service Now Ticketing queue and SLA management

Windows 7 & Windows 10 migration, Office 365 Migration MAC OS Support (Sierra, High Sierra)

Validated PC systems and Lab Instrumentation

Inventory procurement and management, Vendor vetting and management.

Trouble Ticket Escalation, Documentation, and SOPs'.

Polycom, Cisco, Microsoft Surface Audio Visual and Event production, setup, and support for on-site and off-site events.

iPhone, Android, and Blackberry support (iPhone, iPad, Android)

VOIP Telephony Support (ShoreTel, Avaya, Cisco)

CYMER / ASML, Rancho Bernardo, CA February 2018 – June 2018

Senior IT Support (Level 2 & 3 Support)

Responsible for Desktop Support, System Administration, SCCM, Code42 CrashPlan

Imaging, Ghosting, and USMT migration of user profiles and data.

Ticketing queue and SLA management

Onboarding / Offboarding accounts administration, Windows 7 & Windows 10 migration, Office 365 Migration MAC OS Support (Sierra, High Sierra)

After Hours IT Support and Technical Liaison to all IT Support Departments.

Inventory procurement and management, Vendor vetting and management.

Trouble Ticket Escalation, Documentation, and SOPs'.

Polycom, Cisco, Microsoft Surface Audio Visual and Event production, setup, and support for on-site and off-site events.

iPhone, Android, and Blackberry support (iPhone, iPad, Android)

VOIP Telephony Support (ShoreTel, Avaya, Cisco)

TaylorMade Golf, Carlsbad, CA August 2017 – December 2017

Senior IT Support (Level 2 & 3 Support)

Responsible for Desktop Support, System Administration, SCCM, Active Directory

Onboarding / Offboarding accounts administration,

Win 7 & to Win 10 migration, Office 365 Migration MAC OS Support (Sierra, High Sierra)

After Hours IT Support, Technical Liaison to all IT Support Departments.

Legacy Equipment and Software Vetting and Testing.

Inventory procurement and management, Vendor vetting and management.

Trouble Ticket Escalation, Documentation, and SOPs'.

Audio Visual and Event production setup and support for on-site and off-site events.

iPhone, Android, and Blackberry support (iPhone, iPad, Android)

VOIP Telephony Support (ShoreTel, Avaya, Cisco)

HDR Incorporated, San Diego, CA January 2016- April 2017

Senior IT Support (Level 2 & 3 Support)

Responsible for Desktop Support, System Administration, SCCM,

Windows 7 & Windows 10 migration, Office 365 Migration MAC OS Support (Sierra, High Sierra)

After Hours IT Support and technical Liaison to all IT Support Departments.

Tier 3 Level Support, Mentoring and training of Level 1 & 2 Desktop support team members.

Inventory procurement and management, Vendor vetting and management.

Trouble Ticket Escalation, Documentation, and SOPs'.

Audio Visual and Event production setup and support for on-site and off-site events.

iPhone, Android, and Blackberry support (iPhone, iPad, Android)

VOIP Telephony Support (ShoreTel, Avaya, Cisco)

Business Analyst and Project Management support.

Bridgepoint Education, San Diego, CA September 2008- June 2015

Executive IT Support (Corporate C-Level Support)

Responsible for developing, implementing, and supporting the Executive IT Infrastructure. (Embedded into the Executive Floor, Travel with Executive Team)

24/7 Executive IT Support, Technical Liaison to all IT Support Departments.

Tier 3 Level Support, Mentoring and training of Level 1 & 2 Desktop support team members.

Inventory procurement and management, Vendor vetting and management.

Trouble Ticket Escalation, Documentation, and SOPs'.

Audio Visual and Event production setup and support for on-site and off-site events.

iPhone, Android, and Blackberry support (iPhone, iPad, Android)

VOIP Telephony Support (ShoreTel, Avaya, Cisco)

Business Analyst and Project Management support.

EDUCATION

U.S. NAVY Basic Electronics School

U.S. NAVY Interior Communications Technician

U.S. NAVY Interior Communications “Digital Communications” School

UCSD Extension Program – Digital Design for Microprocessors

Ashford University – Computer Science BS – Ongoing

Certified ITIL v3 Documentation & Libraries - Certification

Familiar with cGMP, cGLP and cGPP Standards and Procedures. CFR11 & CFR21 and HIPPA

Contact this candidate