Service Customer
Resume:
ROBERT S. MARTINEZ
EXPERIENCE AND QUALIFICATIONS HIGHLIGHTS:
Repair//Customer Service/Dispatch/Help Desk
JDE, Service Now, Salesforce, Cisco VPN, Windows 7, Remedy, Microsoft Office Suite
Supervised and coordinated all new installations. Created, designed, and implemented new customer database. Trained customer base on all system features
In depth knowledge of long-distance networking including TI installations and special circuit interface.
Problem Solving, Time Management, Collaboration, Research
Maintained PBX database in a shared tenant environment for Intecom IBX.
Quality awareness and ability to implement quality controls process.
Conducts work assignments, communicates and assists customer in a professional manner. PROFESSIONAL EXPERIENCE:
The Watstopper / Legrand 12/2017-04/2020
• As Field Service Representative, supported the Field Technical Service department by maintaining/coordinating the Field Service Engineers daily schedules, scheduling service calls and startups.
• Create dispatch tickets for all service calls, dispatch/schedule/coordinate Field Service Engineers using SalesForce.com. Forecast Technician workload for 5 - 15 days out.
• Worked closely with Field Service Engineers on maintaining their truck stock.
• Proactively communicated with customers with “Parts Pending” status update, follow up on all pending and recommended work, and update customer files as information is received from installation. (Extended warranties, equipment info, new customers, etc)
• Ensured service database was updated from service tickets, maintained service invoice log, and maintain customer history files in database.
• Maintained the service maintenance agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals.
• Facilitated return of warranty parts including preparing paperwork for all manufacture warranty parts.
• Created purchase orders and process invoices, as needed, order parts for special orders Computer Services Corporation 9/2015-12/2017
• Provides technical support to users for basic computer related technical problems for Raytheon account.
• Assists customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems.
• Assigns tickets and dispatch of local techs as needed.
• Answers help desk telephones and responds to basic customer inquiries to ensure customer needs are met.
The Computer Merchant 9/2014-8/2015
• Ongoing assignment with Computer Services Corporation providing basic technical support, maintains history records and related problem documentation. Page 2 of 3
• Ticket tracking, assignment, dispatching and escalating to proper departments as needed. Arrow s3 6/2012-5/2014
IT Help Desk
• Tier 1 (one call resolution) including McAfee Encryption password resets, PC passwords, using Active Directory.
• Installation of Microsoft 365 Office Products (including Outlook and Lync).
• PC/Laptop issues – Windows XP, Windows 7-8, viruses, etc.).
• IE 8 through 11 issues, and internal applications.
• Troubleshooting of hardware on laptops (Windows XP through Windows 7).
• Tickets created and tracked on Remedy, I-Star, Service Now and Samsung dealer tech support calls in the BMC Remedy application
• Create and update trouble tickets, maintain detailed work notes and resolution of alarms.
• Building/troubleshooting telesets and other M6 Broadband softswitch supported devices such as Cisco 7940/60, 7941/61, 7945/65, Linksys and Cisco ATA’s.
• Polycom and IP Telephones
• Engage in technical discussions with customers to provide status.
• Resolve customer reported service issues impacting voice/data communications (email, web, fax, telephone, QOS).
• Created and tracked tickets for Samsung dealer tech support calls and dispatched local tech. Matrix Business Technologies 10/2010 to 5/2012
Technical Support
Responsible for troubleshooting long distance issues, Inter/Intra, International, Calling Card and Wireless LD.
• Receive these requests through a ticketing system or through web mail
• Troubleshooting includes but not limited to pulling call records, adding/removing CIC’s from the switch, performing route changes and opening tickets with carriers/vendors and dispatching LEC techs for resolution.
• Works closely with the NOC to determine if vendors should be removed/added into routes
• Works with the Translations and Provisioning departments in resolving toll free line issues
• Assists in training fellow team mates on the procedures and systems
• Handles special emailed escalations and escalated callers
• Tools used: Sonus, Veraz, Proton, DCA Access, Level3/Global Access, Verizon Portal Access, Remedy
Pinnacle Technical Solutions 1/2010 to 10/2010
Contractor – Technical Support
Providing technical support on a national basis for the AT&T uVerse communications product in a call center environment.
VOLT Workforce Solutions 4/2009 to 12/2009
Contractor – Technical Support
Ongoing assignment with Apple Inc. providing telephony technical support for Apple iPhone worldwide end-users in a call center environment.
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OPC Marketing 10/2003-11/2008
Technical Support
• Provided national support and training on OPC Spitfire III auto dialers and Spitfire IV Predictive dialers to new and existing customers in a timely and professional manner.
• Responsible for installation of Spitfire Auto and Predictive dialers as well as software.
• Integration of Spitfire dialers with customer-owned PBX's via a T-1 connection or analog circuits, or, in the alternative, directing T-1's or analog from the local line providers.
• Integration of the Spitfire products to an existing customer data network and voice networks.
• Experienced with T-1 protocols and PRI interfaces and VOIP connections.
• Implementation of the Spitfire agent software on existing customer network computers.
• Trouble shooting via internet remote all Spitfire database servers, as well as agent software.
• Sales Engineer
• Analyzed individual requirements and prepared online build-out quotes for new customers for the Toshiba CTX 100 and 670 phone systems. Assigned comparative price estimation for systems with and without installation.
Cypress Communications 1981 - 2003
Technician III
• Position began in 1981 with General Dynamics and progressed through numerous mergers, buyouts and acquisitions.
• Responsible for complete system maintenance for tenant shared PBX. Coordinate station troubles, installations, software upgrades, moves, adds and changes, and preventive/corrective maintenance programs for switches. Service Intecom IBX equipment.
• Installed and maintained PBX and key systems.
• Responsible for extending T-1, ISDN and 56K circuits to customer and non-customer office suites.
• Meeting with future customers in new spaces, building key sheets, floor plans and software specs.
• Creating phones and software and any special routing issues per customer specs. Cross connecting devices and setting and detailing phones. TECHNICAL TRAINING AND CERTIFICATIONS:
• Certifications: Focus Senator and Executive installation, maintenance and database; Lexar 1001 and 2001 installation and database; Omega I, II and III electronic key set installation and maintenance; NEC 2400 installation and maintenance; NEC 2000 installation and maintenance; Option 11 installation and maintenance; Centigram (now Mittel) installation and database; ComDev-TP 8100 and 8200 installation and maintenance; Valcom – integrated paging system; Toshiba 100 and 670 Basic and Advanced installation, maintenance and software; and Toshiba ACD Basic and Advanced.
• Extensive hands on SX/80 Intecom PBX and Activevoice and Occtell VME systems
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