Erwin Martinez Email & Phone Number

Greater Denver Area

Currently managing a large and complex production and development environment for one of the nation’s largest payment processing companies. In my duties I manage all aspects of our multiple geographically dispersed Data Centers to include all servers, numerous Active Directory forests and domains, DSM Encryption, SCCM, VMWare, and various other unique hardware appliances. My tasks see me collaborating daily with security engineering and governance teams to harden systems, protect client data and secure systems against various attacks by following PCI and FFIEC guidelines and regulations. I also deploy web applications and other services for software teams, ensure compliance with all security regulations and standards within our dual control environment and successfully manage encryption keys. Throughout my long career at Mercury Payment Systems (purchased by Vantiv in 2014) I have provided rotating 24/7/365 technical support to all mission critical systems and services.Key Achievements:Oversee complex change control process and Configuration Management Database (CMDB), utilizing ITIL principles to develop and document new technical procedures and processes.Technology solution and platforms I work with:Operating Systems: Windows Server 2003/2008/2012/2016, Linux.Virtualization: VMware ESXi 5.5\6, Hyper-V.Hardware: Dell R610, R620, R710, Cisco UCS 5108 .Storage & Backup: EMC VNX 5500, 5600, VMAX, Avamar, Data Domain.Hyper-converged: Nutanix 3065.Active Directory, GPO, DNS, MS Exchange, System Center 2012.Antivirus: TrendMicro OfficeScan 11.Security & Encryption: Vormetric DSM Encryption, RSA Security Center 8.1, Tripwire.Misc: Agile Methodologies, ITIL , CMDB, ServiceNow, PCI Compliance, FFIEC.

Greater Denver Area

Analyzed network, systems, databases, EFT, and processing platforms for technical problems, including latency, disconnections, storage space, SQL jobs failing, failed transfers, and processing impact events. Initiated actions to prevent degraded services and data outages, escalating trouble calls when necessary to ensure incident management completion. Executed monthly patching for Windows servers and OS installations, including completing fully system configurations to ensure successful updates. Managed NOC group ticket queue, generating detailed incident information to develop comprehensive resolution plans including completing Change Management processes within scheduled period.Key Achievements:Built virtual servers in VMware vSphere environment, utilizing saved templates to effectively configure servers, install corporate modules, and decommission virtual servers and Linux machines.Provided intricate desktop support, including account creation, password resets, RSA security, security group permissions, and Cisco VPN.

Greater Denver Area

Coordinated across multiple departments to provide highest quality of technical support for network systems and Windows Desktop environments. Utilized multiple systems, including Active Directory, Group Policy, SCCM, RSA Authentication, Cisco Phone System, CRS, CRM, and SharePoint to effectively manage and maintain user desktops and communication systems. Provided superior service while assisting customer with complex incidents and trouble tickets.

Greater Denver Area

Oversaw process improvement initiatives, collaborating with leadership to design comprehensive forms and organize customer service training. Drafted detailed reports and maintained documentation to provide continued communication across all departments. Analyzed Point of Sale (POS) histories to ensue accurate information supplied internally and externally. Facilitated procedural training to technicians and customer support representatives.Key Achievements:Implemented organizational processes that led to increased efficiencies throughout the organization.Extracted and analyzed customer experience data, generating training requirements needed to increase customer satisfaction levels.

Durango, Co

Maintained client communications across multiple platforms, facilitating business development, POS functionality, client retention, account security, and incident management. Coordinated dealer setups with POS partners, providing comprehensive solutions, new product offerings, and educating partners on internal and external functionality, in English and Spanish.Key Achievements:Conducted root-cause analysis of merchant issues, analyzing web-based portal, CRM, internal knowledge base, and maximizing colleague-manager knowledge to effectively determine and correct problems.

Durango, Co