Technical Support Data Center
Resume:
Jeffrey Martin
Woodstock, GA. 30189
678-***-**** / *************@************.***
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. Experienced with Linux: Ubuntu & Kali), SPLUNK, Slack, MS-Office Tools including Microsoft Dynamics. Deployment of MS 365 collaboration and application solutions. 365 Administration, including end user training on MS 365 collaboration tools. Created Training Materials and Training Sessions to end users on the use of 365 collaboration tools. CRM, Outlook, Microsoft and Azure Key Vault, SharePoint, Teams, Google Docs, Lotus Notes, Visio, Internet Explorer, Edge, Chrome, Firefox, Thunderbird, Safari, ServiceNow, Remedy, PowerShell, Setting Permissions, Password resets, user troubleshooting and system hardening. Producing RMF documentation. Supported video teleconferencing (VTC) calls and SCAP checklists.
Professional Work Experience
Repair Technician – JMC, Woodstock, GA April 2009 - Present
Technical Lead and Field Engineer Support and repair for all Desktops and Laptop models. (Windows 8,10,11 / MAC OS)
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, SW upgrades for Windows 7-8, 8-10, 10-11. Data migration, technical support lead of all projects.
Hardware upgrades, new IMAC’s (installs, moves, adds and changes as well as Asset Tracking.
2+ years’ experience using PowerShell, ServiceNow, Remedy and SharePoint
5+ years’ experience using Office 365 Toolset and Microsoft Dynamics 365 CRM
Supported hundreds of clients. Rob Mandle, Connie & Dan Cox, Greg Tellason, Brian Mott to name just a few.
Technical Support / Sales Consultant – Best Buy, Canton, GA November 2015 – Nov. 2023
Top sales leader in charge of computer sales and Digital Imaging. Technical Support includes Windows, Apple products including iPhones and Digital Imaging products, Canon, Nikon etc.
Provide solutions and desktop support for thousands of clients. Hardware upgrades, setups / expansions, configs Conduct remote troubleshooting. Maintenance and repair, Network support, Document and Record Keeping
Windows and MAC upgrades. Windows 7-8, 8-10, 10-11, including data migrations.
Technology Leader – Papa’s Pantry, (Volunteer) Woodstock, GA April 2009 – December 2023
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 365 products, etc., perform windows upgrades, 7-8, 8-10, 10-11.
Technical Solutions Architect – IBM Global Services, Atlanta, GA January 1997 – April 2009
Technical Team Lead and 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
Technical Team Lead and Lead Engineer Support for UBS / PaineWebber Weehawken, NJ location (Windows Servers and workstations)
Top Field Engineer in charge of IBM/OEM 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, Asset Management, installations, moves, and configuration changes, install new hard drives as needed, remove old drives, wipe as needed. 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
Technical Team Lead and Field Engineer managing 10 IBM personnel in support of high-profile banking 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 12/ 2024.
Florida Institute of Technology – Electronics Technology 1982 – 1983
LinkedIn:
linkedin.com/in/jeffrey-martin-6323a06
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