Support Customer Service

Raul Martinez Jr

North Richland Hills, TX 817-***-****

**************@*******.***

Professional Experience

Certified Information Technology leader with 14+ years’ experience. Sharp understanding of organization’s infrastructure and key players. Experienced in working directly with the Americas and offshore countries. Has managed up to 100+ technical support employees in a global 24/7/365 environment. Well acquainted with the hiring, training and coaching process. Regularly produces and presents data to senior leadership. Unequivocally results driven with a paragon customer service philosophy.

Employment History

Bain & Company 09/2018- Present

Texas TSG Team Leader

Lead, coach, and develop the Texas technical support group to “bend the curve” by continuously identifying improvement opportunities and redefining world class customer service in our day to day operations

Ensure adherence to established best practices for systems implementation, deployment, monitoring, housekeeping, security, disaster recovery, and backups

Recommend and deploy new applications and enhancements to existing applications, software, and operating systems

Triage and escalation of incidents and requests to regional and global teams as needed

Collaborate with global teams to test, implement and monitor servers, including database, email, file/print, and back up servers

Office network monitoring and upgrading

Identify security threats and vulnerabilities - Monitor and remove virus, spyware, and other non-authorized software

Conduct technology training/onboarding for new users

Engage with key employees from various departments, including executives, to recommend, and deliver on their IT needs

Asset management inventory best practices – ticketing system integration and maintenance

Strategize CSAT, NPS, SLA, and other KPIs to maintain and boost customer satisfaction

Develop a “Follow-up task force” (Incident management/Root cause analysis) plan for all aged tickets

Knowledge management

Project management

Co-manage Texas yearly budget

Code and track invoices for all IT expenses for our Texas sites

Maintain all vendor contracts and relationships

Travel to other company sites as needed (support and business unit relationship purposes)

Collaborate and support with company expansion and buildouts

AIG (American International Group) 04/2018- 09/2018

Interim Director – Global Service Desk

As an Interim Global Service Desk Director, I reported directly to the SD Vice President. Main responsibilities include but not limited to:

Responsible for 100+ 1st level support staff (Phone/Email/Chat support) in office & remote

Responsible for internal QA/Audit department

Responsible for internal knowledge management department

Responsible for internal training department

Responsible for internal case management & escalations department

AIG (American International Group) 01/2015- 04/2018

Global Service Desk Team Leader

Managing a Service Desk Team (Ensuring all staff possess necessary tools, knowledge and direction to be successful in their role)

Meeting metrics (ASA/SLA/AHT/ABN)

Customer satisfaction focus (FCR/CSAT)

Training delivery (Onboarding & refresher training)

Escalation Management (Handled urgent time sensitive IT issues/ root cause analysis)

Talent developing (Managed mentoring and cross training program for employees)

Stakeholder meetings (Maintained accounts and business units in healthy status)

AIG (American International Group) 09/2013– 01/2015

Executive Support –Level 2

Backup Team Leader (Co-managed a group of helpdesk analysts)

1st and 2nd level support for 200+ company apps (vendor and proprietary)

Latin America POC -Work closely with Latin America accounts

Citrix/VDI SME- (POC to the Citrix teams for tickets/outages and to the Service Desk for escalations)

Case Management Queue Coordinator- Identify and correct ticketing gaps from Service desk and resolver teams

Second level support for field technicians

Active ECN member (Employee Champion Network Team) dedicated to establish relationships with other IT departments in the organization with the objective of increasing efficiency and productivity by sharing knowledge

Bilingual IT support via phone, e-mail and IM to all countries in scope

Support high profile company users (Executives)

MODIS / AIG (American International Group) 09/2012 – 09/2013

Technical Support Analyst

Provide Technical Support via telephone and e-mail (Bilingual- English/Spanish)

1st level support for 200+ company apps (vendor and proprietary)

Managing Network accounts

End User Password Unlock and Resets

End User mobile device support

End User Printer Support

End User VPN/Remote Access support

MS Office Support (Outlook, Excel, Word, etc.)

Escalation of Requests, Incidents, or other Situations according to specific procedures and guidelines

Ticketing systems use and support

Special projects completion

Document translation (Spanish/English)

InteliSol, Saginaw, TX 01/2010 - 09/2012

Computer Technician

*Trouble shoot, Diagnose and Repair End-User PC’s

*Provide computer support via telephone and e-mail (Bilingual- English/Spanish)

*Log customer calls in ticketing system

*Management process improvement feedback

*Invoice creation/customer billing

*Provide new hire employee training

New Breed Logistics- Fort Worth TX 04/2006 - 10/2009

Level 2 Mobility Repair Tech

Troubleshot defective mobile devices (hardware and software)

Performed software and hardware updates

Documented all activity in ticketing system

QA/Reported any deficiency in new arrival parts

Participated in monthly improvement meetings

Backup Team Lead - Ensured all repair techs had the necessary tools and info to be successful

IT Certifications

HDI Support Center Team Lead - Certification 2016 - 2019

UBM Tech: Cert ID: 3_132027HDI_SCTL_V4_CE

Contact this candidate