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Support Engineer

Daly City, CA
April 22, 2021

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Frank Martinez • • Daly City, CA 94015 • 650-***-****

Customer Support Engineer Profile

A growth-focused and accomplished leader with extensive experience directing overall technical aspects for increasing the sales of the organization. Demonstrated expertise in conceptualizing, developing, and managing new products related to systems and materials. Skilled in installing systems, documenting procedures, researching technical issues, guiding customers, and handling product change requests to meet the need of the clients. Offer an in-depth understanding of the sales cycle process and remain focused on customer satisfaction throughout all stages while achieving set quotas.

•Strategic Sales & Business Planning

•Continuous Process Improvement

•Account Development & Management

•New Product Management

•Quality Assurance & Testing

•Turnaround & High-Growth Plans

•Technical Support

•Contract Negotiation

•Team Leadership

Career Experience

Enterprise Support Engineer, Integration Appliance (INTAPP), Palo Alto, CA 2016 to Present

Ensure the success of clients across various worlds’ biggest law organizations by assessing their needs and delivering advanced technology solutions. Collaborate with customers and internal parties, comprising of engineering and product management team for providing the best solution to company clients. Integrate products and expand to the Open product within a set timeframe. Facilitate in onboarding new mobile clients by identifying and resolving their mobile issues as per set standards. Arranged and lead internal training and mentoring sessions to optimize the skills of team members.

Actively contributed as a key member of a team with major focus on maintaining the case count fewer than 500 cases whilst strictly adhering to organizational policies and guidelines.

Recognized for attaining 10s on the support surveys while exceptionally facilitating with churn.

Achieved complete satisfaction and retention of the customers by supporting with order software fulfillment releases and weekend assistance activities with premium clients.

Senior Client Service & Support Specialist, Moody’s Analytics, San Francisco, CA 2009 to 2016

Actively contributed to performing overall pre-sales calls and consulting activities in compliance with enterprise policies. Acted as a lead liaison to Product Management on behalf of customers for assuring the implementation of bug fixes, product requests, and improved usability of software and documentation. Provided analysis of operating systems and system management to diagnose and solve potential issues and enable successful software installations, upgrades, and other system management tasks for clients.

Identified the need for skills enhancement through training sessions for a client and internal colleagues.

Leveraged analytical capabilities for delivering outstanding technical and financial solutions for more than 1500 clients, including several 100 largest banks and financial institutions worldwide.

Partner Product Services Specialist, OpenEdge Payment, Inc., Newark, CA 2008 to 2009

Held complete accountability for liaising between PPI’s external partners and PPI’s sales force through highly visible operations, including developing and maintaining the product book. Carried out technical evaluations of new partner product offerings to meet the enterprise quality standards. Researched and examined user requirements for conceptualizing, designing, and developing new products and features.

Performed beyond routine activities as a key interface for training and supporting internal sales, support, and customer partner teams regarding the new and existing products.

Delivered exceptional product support to internal teams in client partner sales, customer partner account management, and inside sales for accomplishing the desired objectives of the company.

Implementation Specialist, Blackhawk Network (A Safeway Subsidiary), Pleasanton, CA 2006 to 2007

Ensured successful implementation of Blackhawk specific plans and manuals through coordination with external sources and internal department personnel. Delivered outstanding assessment of profitability and calculate return on piloting programs. Determined and solved implementation issues that arise on an on-going basis. Prepared and followed schedules for efficiently managing pilot programs.

Owned and managed onboarding process of all new customers and products, comprising of integration and validation of necessary data.


Bachelor of Arts in Political Science, 2004

University of California, San Diego, La Jolla, CA

Google IT Support Professional Certificate, 2021

Credential: NTEMNCMJMDMY, Coursera

Technical Proficiencies

Windows Server Linux Citrix Salesforce SQL IIS JavaScript Visual Basic REST APIs Oracle Bash Scripting HTML Languages

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