Jay Martinez Email & Phone Number

Menlo Park, CA, US

• Revitalizing relationships and building the client experience for Workplace by Meta, Quest for Business and Managed Meta Accounts.
• Minimizing 3rd party vendor support and building an inhouse customer support team from scratch.
• Building a new customer support workflow, KB database, and training process.
• Assisting all client support requests, whether it be our core Workplace product to any custom integrations with Google Workplace, Azure, Okta or custom bot integration SCIM and Graph APIs.
• Assist in building an in house support team of 14 agents with 24/7 coverage.
• Assist in training, creating guidelines and completing performance reviews.

San Francisco, CA, US

• Built the entire monitoring infrastructure, enabling comprehensive tracking of historical and real-time data for all servers (Windows/Linux/Mac/ARM) monitoring Jenkins, CircleCI, builds while implementing alerts, and.
• Worked with teams to design and develop cloud-native applications on AWS, GCP, and Azure.
• Designed highly available, cost-effective, and fault-tolerant cloud infrastructures.
• Cloud services utilized VPC, EC2, RDS, S3, Lambda, ASG, IAM, EKS, ELB, Route 53, ECS, KMS, and Cloud Watch
• Utilize AWS Config and CloudTrail as part of the governance framework to enable compliance, auditing, and troubleshooting of AWS accounts and resources.
• Ensured data protection and assurance by encryption with AWS KMS, and Vault

Sacramento, California, US

• Designed the 200+ page training guide used to train all Tech Support new hires. Trained and mentored new hires, and shared my knowledge with the team
• Go to person for “Red Alert” escalations, utilizing my expert knowledge of our product and system to quickly resolve client issues
• Leveraged VPN to SSH, VNC, and VMware to establish private remote access to systems, enhancing efficiency and facilitating seamless administration within our Linux and Windows servers.
• Demonstrated expertise in troubleshooting LAN/WAN networks, swiftly resolving connectivity issues, and optimizing network performance, having to diagnose hardware and software issues on our Linux and Windows servers.
• Utilized our MDM Cisco’s Meraki to effectively manage and control devices remotely, ensuring seamless integration and centralized administration for all mobile devices.
• Utilized a suite of SaaS tools, including ServiceNow, Zendesk, AirCall VoIP, and CRM tools to streamline communication and meticulously document all client affairs.

Los Angeles, CA, US

• The Hospital had an old-school physical system and no real modern infrastructure. I was the only “IT guy”
• Modernized the entire infrastructure, and spearheaded comprehensive IT expansion for three VCA hospitals.
• Facilitated the setup and ongoing maintenance of internal networks, overseeing over 3000 devices.
• Modernized exam rooms to include computers for easy access to patient data and records.
• Implementing and administering all management software tools: Covetrus, Google Workspace, ServiceNow, Okta, and managing internal SaaS accounts, providing access and support for over 350 employees.
• Established and maintained Windows and Linux servers, and LAN/WAN networks across three hospitals, guaranteeing reliable connectivity and seamless data flow.

Mountain View, CA, US

• Led end-to-end build and configuration of Windows, Linux, and Mac servers and systems, encompassing comprehensive tasks from hardware assembly to infrastructure as code to even code review.
• Directed project management efforts to ensure timely completion of deliverables, effectively coordinating with diverse teams and ensuring adherence to set deadlines.
• Exhibited flexibility and dedication by traveling to various offices, throughout San Jose to San Francisco, as required, to provide on-site support and ensure smooth operations.

Modesto, California, US

• Supported visitors requiring assistance with computer hardware or software, ensuring a seamless experience.
• Reviewed, troubleshoot, and resolved issues related to Mac, and Windows computers, Microsoft 365, Adobe, and other SaaS.
• Applied a systematic approach by promptly opening tickets for issues that required further attention, ensuring comprehensive tracking and resolution.