Customer Service Management
Resume:
Jesse Martinez
*** ****** ***. *** *****, Ca. ***66
*********@*****.***
Summary:
Seasoned professional with over 15 years of Information Technology and Customer Service experience. A veteran leader of infrastructure and client service teams within Windows environments possessing outstanding Project Management, Strategic and Budget Planning skills as well as Vendor Management, Computer Security (Compusec) and Sarbanes-Oxley remediation practices.
I am seeking a Director-level position with a company searching for an experienced IT professional with a proven track record for building business-centric IT teams.
Leadership:
In my current role, I provide the leadership needed to focus my group on providing best-in-class support for the organization. Particular attention is placed upon communication with clients and the company as a whole to ensure decisions and roadmaps are clear to our entire customer base as well as the IT team
Operational Experience
• Support for up to 1000 local and remote clients in heterogeneous environments
• Executive level reporting of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
• Change Management
• Strategic, Budgetary and Project Planning and management
• Infrastructure Planning and Execution
• Human, Asset, License and Software management
• IT Policies, Procedures, and Knowledge Base Articles for customers
• Vendor Management
• VOIP (DID, PRI) management and Cell Phone Technology
• Expert in Sarbanes-Oxley requirements and remediation practices
• Leadership, coaching, and career development for junior team members
• Patch management, .msi re-packaging, software deployments via SMS/SCCM
• Customer Surveys and remediation
• Windows 7, NT, XP, 2003/2008 Server, Macintosh OS 7 through OS X
• MS Office 2010 and earlier, Adobe Suite, SAP, HRIS, Citrix, ADP
• TCPIP/, DHCP, DNS, VPN, Various backup solutions
Project Achievements
Under my leadership, my group successfully implemented the following projects during the first half of this year:
• Implemented an enterprise backup solution to meet corporate retention goals
• Directed a team of technicians responsible for Windows 7 and Office 2010 deployments to over 300 machines using SCCM
• Implemented a new SCSM customer request tracking solution
• Implemented Standard Operating Procedures for support-related tasks
• Implemented a Knowledge Base Library for assisting customers with frequent questions and answers.
• Introduced ITIL-based philosophies to lead helpdesk and infrastructure teams towards business-centric solutions and best practices.
• Several building migrations where server rooms and IDF closets were built to accommodate a growing company.
• Led an enterprise-level project to identify and implement a software platform designed to build .msi wrappers. The project successfully used SMS and Active Directory software deployment technologies to deploy Office 2010 to the entire company over a two-day span.
• Developed and implemented a strategy for a company-wide Help Center where facilities, finance, and IT could utilize one tool to manage requests, computer assets, customer surveys and bug tracking.
• Implemented a metrics-based approach to customer service where requests were charted against SLA standards for service. This provided trending data as well as individual performance metrics designed to increase productivity and efficiency throughout the organization.
Employment History
Sep 2008 – Present: Amyris Inc., Emeryville, Ca.
Sr. Manager, Information Technology
Ultimately responsible for all facets of Information Technology infrastructure, including Budget, Networking, Internet Availability, VOIP Phone systems, Security, Internet, Backups, Email (Exchange), Storage Capacity Planning, Helpdesk, Windows System Administration, Hardware and Software Inventory, License Renewals and Management, Domain Creation and License Management. Brought in several enterprise platforms designed to proactively monitor critical network components and provide insight into inventory and license tracking.
Feb 2008 – Jul 2008; Crop Data Management Systems, Marysville, Ca.
Sr. Manager, Client Services
Leading a team of seven support and project management personnel in a 24/7/365 environment. Team responsibilities include 1st, 2nd, 3rd, and Project management support for a thin client application providing customers with useful crop data logic and information. Implemented SOPs, SLAs, OLAs, and Knowledge Base articles for internal and customer use. Customer Service responsibilities included communicating with key stakeholders to ensure client requirements are understood and met by the support and development teams. Additional responsibilities included managing test teams responsible for application rollouts and support.
Mar 2001 – Feb 2008; Exelixis, Inc. South San Francisco, Ca.
Manager, Information Technology
Responsible for leading the client services group in providing 24/7/365 support for the entire corporate client base. Leading a team of technicians responsible for client networking, 1st, 2nd and 3rd level support of operating systems, applications, software licensing, vendor/client relations, IT project management, software deployments, SOPs, SLAs and OLAs. Responsible for building a strong team-oriented environment directly aligned with corporate goals.
Sep 1999 – Feb 2001; Noosh Inc., Palo Alto, Ca.
Lead Information Technology Administrator
Responsibilities included support of over 200 client machines, supporting local and WAN clients in a Windows NT domain.
Sep 1998 – Sep 1999; DSGN Associates, Dallas, Tx.
Chief Technology Administrator
Network and client support for over 80 client machines in a one-deep department. Duties included server-side support for web, mail, fileserver, client applications, and database design and implementation.
Mar 1996 – Sep 1998; NASA Ames Research Center, Mountain View, Ca.
Lead System Administrator
Provided software, hardware, networking, and application support for the life science division at NASA Ames Research Center.
Sep 1992 – Mar 1996; Independent Contractor, Mountain View Ca.
Contractor, Information Technology
Responsible for 1st and 2nd level technical support for various clients in the south bay.
Feb 1984 – Sep 1992; US Air Force, Various locations worldwide
Mainframe Operations, Computer Security, Cryptographic and Satellite Operations. Top Secret security clearance awarded in 1984.
Education and Professional Growth
Bachelor of Science, Business Management, 3.68 G.P.A.
University of Phoenix, San Jose Campus
Mitre Peak, ITIL Helpdesk Bootcamp, 2005
DEMA Support Management Training, 2004
References available upon request
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