Customer Service Technical Support

Joshua Martinez

***.South Kenton Ave

National City CA, 91950

**********@*******.***

Primary Phone:619-***-****

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EDUCATION

*/**** ***** ******* ******* to Present

US-California-Chula Vista

6/1999

Sweetwater High School US-California-National City

Current Experience

Experienced in helpdesk support for 600+ users

Experienced in multiple ticketing systems , Remedy, Sap, Altiris

Supporting multiple OS, Xp, Vista

Experience with AD, and Microsoft Outlook

Can work Well With no supervision but can work well in a Team Environment

Looking for a great opportunity in a helpdesk position

WORK EXPERIENCE

3/29-8/24 Temp to Hire

Adecco/ Carefusion

Technical Call Center

Role UFCR universal first call responder

Calls between 25-45 calls a day

Trained in all 3 product groups for company

Spoke with Nurses, Rx Techs, and Doctors regarding products and creating tickets in system

Worked on problems with products from hardware to software issues.

Escalated calls and cases appropriately to Field Service technicians or to other technicians in the center.

Went through 2 months of training plus 2 weeks of extra proprietary software training.

Used PCAnywhere, VPN and Dameware

First American Credco Re Hire Temp assignment

5/8/2009 – 2/15/2010 Technical Support Specialist

First American Credco

High Volume Call Center for Mortgage and Auto Loans Credit Reports

Taking up to 90 Calls per day

Troubleshooting Technical Problems with Password Resets

Using Proprietary Software to take control of client’s pc

Working with Automotive and Account representative’s to work with clients accounts

Dealing with XML Mismo Documents when trying to read credit report logs

Helping the Helpdesk Dept Setup Dual Monitors and Video Cards for Employee’s

Used Sales Force software for tracking calls and notation on calls

Helped make changes to accounts for clients

Ensured Proper Technical Support and Customer Service to all Clients

1/10/2009 – 1/14/2009 Websense Auditor/Technical Support Temp Contract ended

Audit Laptops for regional sales people

Updating laptops through Microsoft updates

Making sure they have correct amount of disk space

Upgrading or installing Microsoft office software

Upgrading hardware memory, hard drives

Imaging from one laptop to a new upgraded laptop

7/2008 - 8/2008 Teksystems/Nassco Contract Temp assignments

Rollout of 300 computers in shipyard

Ghosting images for all computers and users profiles up to servers

Setting up new computers and setting up users e-mails, profiles, applications on new pc’s

Resetting passwords, checking for image integrity

Lifting up to 30 lbs, crawling in small tight places for computer hookups

Working on at least 16 pc’s a day

Trained on Nassco’s procedures in safety, and being aware of all construction equipment in the shipyard

Working with users in a professional friendly manner,

Customer service is a priority

Working in a team environment but able to work alone with no supervision.

Installing Project, Visio, Access, Tribon, Marimba, and taking care of trouble tickets.

Ending hourly rate $17 hourly

2/2008 - 6/2008

First American Credco Temp Ended due to falling mortgage industry

High Volume Call Center for Mortgage and Auto Loans Credit Reports

Taking up to 80 Calls per day

Troubleshooting Technical Problems with Password Resets

Using Proprietary Software made by Credco

Dealing with XML Mismo Documents when trying to read credit report logs

Helping the Helpdesk Dept Setup Dual Monitors And Video Cards for Employee’s

Used Proprietary software for tracking calls and notation on calls

Helped make changes to accounts for clients

Ensured Proper Technical Support and Customer Service to all Clients

Final Pay $18.00 hourly Contract

7/2007 - 10/2007

SDDPC

Ensuring Proper Procedures were being followed with escalation process

Frontline Technical Support for the City Of San Diego

Taking up to 60 calls per day

Dealing with SAP Tracking System

Dealing with SD Police, Fire, And Water Depts.

Troubleshooting technical problems with City's Mainframe

Resetting Novell And Microsoft AD Passwords

Dealing with GroupWise E-Mail Client

Dealing with Network issues alarms, Nodes

Dealing with all aspects of Technical Support, Hardware, Software and Databases.

Also Assisting Via Altiris Client to access End User Computers to fix Virus problems, Spam, Spyware, Installing Software.

Checking on licensing for the software working on software for cell phones. Assisting with procedures and escalation process including feedback to manager and daily meetings with supervisor and co-workers.

Training new hires on day to day processes user problems, Q & A

Extremely organized, Multi Tasker, Strong Communication Skills and can interact with all levels of management.

7/2005 - 10/2005 Med Impact PBM Contract Benefits Coordinator I / Coder

Coding benefits for Kaiser Permanente and Group Health Receiving documentation from Kaiser or Group Health and updated changes needed within a certain time frame.

Reviewing documentation BCR's (benefit change requests) for any additional information needed and update changes Utilize UNIX proprietary software for company to update information on benefit plans Participated in ongoing training to learn about new software updates and benefit edits

Coding and testing projects to ensure quality of work was maintained

6/13/2004 - 1/25/2005

Skm2Technologies

Programmer/Developer

Working as a program developer in C# and visual basic.net language.

Was involved in developing programs and designing programs specifically for the Naval Defense as contractors to the Government.

Constant Learning of new Procedures languages.

Worked with Win 2000Pro, Windows xp home, and Windows XP Pro

3/2000 - 2/2001

Kyocera Wireless Corp

La Jolla, CA

Customer Service/Technical Support Specialist

Answered inbound phone calls from all over the US and internationally for ex: Canada, Australia, Puerto Rico and South America. (80 to 130 daily)

Provided quality customer service to cliental

Gained valuable knowledge of computer programs and software Trouble shoot problems

Answering phone calls from dealers on how to install QCP suite into their computers and also how to run the program to use on cell phones

Explaining to customers how to use the software they have purchased with their new phone EX: installation of software onto their PC and how to install that software along with how to use that software on their phone and the various types of new commands and uses they will have by using their new software

taking calls from customers on how to program their new telephones, change their ringers, and also how to save a number on their phone using step by step procedures with clients

Answering technical questions to both clients and Providers on RF signals, the design of the phone, and also any suggestions they might have if we were to build a similar phone in the future and log their suggestions into a data base to be looked at when making a new phone.

Skills

Have P&C Insurance License

Bilingual in the English and Spanish languages.

Certificate Of competency in Windows

Windows 95-2000 millennium, and present WinXP Versions

Microsoft outlook

Some Experience Programming in C# and Visual Basic.Net

Experience with troubleshooting problems with the internet sites, options and updates and technical support.

Currently working on getting my HDI Certification for Helpdesk Analyst

Contact this candidate