Andrew Martinez Email & Phone Number

Gulf Breeze, Florida, United States

After demonstrating a proficiency in residential support, I was chosen to join the commercial care team. This team handles commercial accounts and supports both customer service and tech support issues at one point of service. This allowed me access to more resources to better allow me to assist customers at the initial point of contact. One call resolution was the primary goal of all customer interactions. This position also came greater responsibilities to coordinate with other departments in a way to keep the customer experience as frictionless as possible. I'm also involved with the company campaign to convert our current static IP business customers over to our RIP v2 program. This included subsequent troubleshooting of gateway and firewall configurations to make sure the customer is online and able to conduct business.

Gulf Breeze, Florida, United States

I demonstrated a proficiency in my duties in tier one and was promoted to second tier residential tech support. This included a greater responsibility to take care of escalated tickets, training of newer agents, and working with SMS and correspondence based support.

Gulf Breeze, Florida, United States

Duties would include taking incoming calls to support our telecommunications infrastructure. Calls would include troubleshooting basic router issues, up to and including recognizing line signal issues and dispatching line technicians to the site. Deescalation procedures were used every day in an effort to improve customer experience and prevent issues from deteriorating.

Pensacola, Florida Area

My duties here included managing customer experience and resolving customer concerns. I would fulfill incoming customer requests, resolve technical issues, work with our development team to resolve software issues, and do training sessions with partners and clients. Examples would include: 1) Deployment of network systems for restaurant POS solutions. This included firewalls, modems, routers, active directory, and the windows based end points used by the customer. 2) Using RMM solutions to best deploy updates out to our clients in restaurants across the southeast USA. This included monitoring and troubleshooting for many different variations in hardware between sites. 3) Verifying a software issue, following the resolution of that issue through development, and to deploy the system update at the end user site to resolve the issue. 4) Working with new sales partners to train them in how to use the software and how to configure the software for best use in the many point of sale configurations that best fit their site. 5) Troubleshooting hardware setups to deploy the best solution to a terminal or printer that was malfunctioning. This is while using minimum resources to get a system back to operational to keep our service team as efficient as possible. 6) Managing Incoming call queues and delegating workload to keep the flow of customers moving even in a busy environment.

Portland, Oregon Area

Duties involve taking phone calls for sprint customer care and resolving subsequent customer issues. These issues involve subjects such as billing discrepancies, Android and IOS troubleshooting, and the reporting of network issues within the CDMA network. I utilize many soft skills to deescalate upset callers and turn a negative experience in to a positive one. The largest challenge of this position would be the large amount of documentation that is meant to be relied upon for each call. Searching and finding the information needed for each call needs to be efficient while simultaneously talking to the customer and giving the illusion that you know the information intuitively. Dealing with angry customers is never an easy occupation and doing it 40 times a day can be very challenging but i feel i rise to the occasion and continue to improve customer experience on a daily basis.

Yakima, Washington Area

Responsibilities included assisting the dormitory administration with daily operating difficulties. As an assistant i would help with clerical duties such as mail sorting, reception, and being vigilant for security and disciplinary issues. This position also included work with special projects given to me by the dormitory manager. These projects included building excel documents, installing wireless points in the student areas, troubleshooting tech issues with the dorm network, and doing renovations to older parts of the building. The job required that you be personable enough for students to feel comfortable enough to come to you with any issues; but also stern enough for the population see still see you as an authority figure.

Bremerton Wa

The main responsibility at this position was to assist in daily mobility of home bound patients by lifting and transitioning patients into physical therapy devices. Additionally, i would assist in daily housekeeping for patients, collect and dispose of bio-hazard materials and use technology to locate patient housing and locate remote patients. The training for this position included proper disposal of bio hazard waste and proper use of PPE. A secondary skill on the job were soft skills in regards to dealing with patients in hospice or chronic pain. Being one of the few visitors a patient would regularly get, there was a need to help keep them mentally well as well as physically well.

Bangor Wa.

The position was a training program to prepare a layman to electroplate and polish submarine parts in shop and in the dry dock. The processes included using solvents to clean nuclear grade metals to prepare for electroplating, depositing materials (copper, chrome, anodizing) onto metal parts to repair damage, and polishing parts down to hundredths of an inch to create dynamic seals. This position also gave training in the proper handling and disposal of hazardous materials (acids, cyanide solutions and industrial solvents) and proper OSHA Industrial workplace safety procedures.

Bremerton Wa.

Duties involve taking phone calls for sprint/nextel customer care and resolving subsequent customer issues. These issues involve subjects such as billing discrepancies, Java and IDEN phone troubleshooting, and the reporting of network issues within the IDEN network. I utilized many soft skills to deescalate upset callers and turn negative experiences in to a positive ones. The largest challenge of this position would be the large amount of documentation that is meant to be relied upon for each call. Searching and finding the information needed for each call needed to be efficient while simultaneously talking to the customer and giving the illusion that you know the information intuitively. This position trained me in the human communication skills that i use in business and everyday life.

Mathematics

Taking my mathematics and physics background from Yakima Valley, i diversified my educational resume with many different humanities.

Associate Of Arts And Sciences (A.A.S.), Mathematics

Activities and Societies: Math ClubIn Yakima Valley i studied extensively at mathematics and physics. This included finishing all four.