Desktop Support & IT Troubleshooting Specialist

Rick Martinez Page *

RICK MARTINEZ

Corpus Christi, TX 832-***-**** ***********@*****.*** linkedin.com/in/martinez-rick SUMMARY

Passionate aspiring Information Technology professional and former Technical Support Specialist with extensive experience across technology platforms, particularly client facing and troubleshooting applications in the banking industry. Recently completed the Computer User Support Specialist program at ACI Learning to better prepare for an IT-focused position. Actively working toward ITIL, A+, Network+, and Security+ certifications. TECHNICAL SKILLS

Troubleshooting

TCP/IP, LAN, WAN, VLAN, VPN,

VOIP

Conflict Management

Active Directory Operating Systems Microsoft Office 365 Ticketing Systems Identity Security Threats Data Backup Call Center Triage Customer Service Network Design iCloud, Virtual Migrations Remote Desktop Utility Hardware Maintenance EDUCATION & TECHNICAL TRAINING

ACI Learning Tech Academy Computer User Support Specialist Program San Antonio, TX Completion June 2024 Full Sail University Associate Degree of Science in Audio Engineering Winter Park, FL Completion June 2006 CERTIFICATIONS

Aelos ITIL 4 Foundation — In Progress CompTIA A+ — In Progress CompTIA Network+ — In Progress CompTIA Security+ — In Progress PROFESSIONAL EXPERIENCE

Rick's Old Video Backups, Design, & PC Repair

Owner/Designer

• Convert old media to digital; computer troubleshooting; graphic design with AI integration.

• rickrestoresvideo.com

Field Nation

IT Support Specialist

San Antonio, TX

Jun 2024 to Present

• Taken on several jobs that the IT jobs site has to offer. Gap Statement San Antonio, TX

Sep 2023 to Jun 2024

Took a planned career break to pursue my IT certifications to enhance my passion for information technology and further my professional opportunities for a long-term career in IT. Rick Martinez Page 2

Amegy Bank

Tech Support Specialist III

Houston, TX

Jan 2014 to Sep 2023

• Handled problems and questions related to various Treasury Management products focused on collections, disbursements, information reporting, fraud prevention, account billing analysis, and merchant services.

• Salesforce case resolution and documentation ensured follow-up was completed timely and within Treasury SLA.

• Identified root cause of errors and escalated issues as needed to supervisors and BSA team.

• Generated product documentation for maintenance requests.

• Reached out to clients during system outages and reported errors to determine workaround solutions and escalation.

• Worked with clients when fraud occurred on their accounts, secured affidavits, facilitated recalls of transactions, and coordinated updates with Treasury Sales Officers and Relationship Managers.

• Produced internal and external resource materials and training videos to increase product knowledge and education.

• Created and maintained a client Knowledge Center to decrease inbound calls by thirty percent.

• Used Webex and Teams to conduct training of all Treasury applications to internal and external clients.

• Updated client training and reference materials when product updates were implemented and went live. PROFESSIONAL EXPERIENCE CONTINUED

JPMorgan Chase

Training Specialist & Operating Loss Prevention Analyst Houston, TX

Sep 2010 to Jan 2014

• Designed and developed fraud prevention new hire curriculum.

• Mentored new hires, resulting in stronger staff development and increased productivity by twenty percent.

• Analyzed team performance and identified opportunities for additional training.

• Identified fraud trends and escalated as needed, which resulted in decreased client impact.

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