Johan Martinez Email & Phone Number

Escazú, San Jose, Costa Rica

Assisting Akamai internally as a L2/L3 support for hardware/software issues, on-site IT support, "VIP" support, hardware deployment and asset management. Providing continual service improvement of process and policies for more effective and efficient customer service towards company employees in a timely matter. Also, providing support to Akamai acquisitions with transitioning into Akamai's environment for IT support.Systems/Tools: Desktop OS, mobile devices, IT asset management and deployment, IT sourcing & procurement, hardware/software support & troubleshooting, on-boardings & off-boarding, LATAM support, etc.

Heredia, Costa Rica

Assisting VMware employees with local & remote IT support as a L3 support for desktop issues, site infrastructure support with IT related equipment, and management of IT inventory and assets for all LATAM sites where VMware is active. This waters falls from issues and incidents to deployment related cases all while performing multi-tasking duties with great communication skills to assure an unforgettable customer experience. Also, getting hands-on with any project requiring technical or process expertise, such as coordinating presentations to all LATAM for IT related updates or creating a knowledge base documentation reference for LATAM. Provided as well asset management support towards all company IT assets and local A/V support when required. Additionally, providing urgent support to any "VIP colleagues" or escalations where time is of the essence.Systems/Tools: Desktop OS, mobile devices, IT inventory management and distribution, software support & troubleshooting, account management & configuration, etc.

Escazu, Costa Rica

Assisting Akamai employees with reviewing, owning, and resolving service request and incidents for the entire global company using SalesForce ticketing system. Requires multi-tasking across several systems and applications, perform analysis and provide resolution to a variety of complex technical issues along with excellent verbal and written communications skills, managing time properly and effectively prioritizing tasks at hand. Committed to not just help fix technical issues, but also provide an incredible customer experience. Additionally, provide in-person support and assistance with any local on-site issues/problems, including outages, infrastructure support, MDFs & IDFs, A/V conference systems, etc. Also, assist with software licensing management for the company, incident management internally, team management, and any other projects requiring technical/process expertise.Systems/Tools: Computer OS, labs, local data centers, mobile devices, software support & troubleshooting, account management & configuration, etc.

Heredia, Costa Rica

Provided technical support and solutions to Bosch Intrusion Security Systems via phone support to Bosch certified technicians by using troubleshooting methods such as verifying physical layer issues, resolving account management problems, software re-installation, verification of proper hardware and software set up, and assistance with navigating around application UI. Design system security architecture and develop detailed security designs. Configure and troubleshoot security infrastructure devices. Hardware and equipment testing to ensure proper functioning and to diagnose malfunctions.Systems/Tools: Windows OS, Intrusion Security Systems (Corporations/Homes), Mac OS, hardware networking, etc.

Heredia, Costa Rica

Provided a single POC for Fujitsu sub-partners dealing with the management of both routine and non-routine incidents, problems and requests. Being able to understand and resolves problems, having internal specifics knowledge and technical knowledge of Microsoft Office, PCs basic networking, etc. Providing case administration and handling of important and delicate information with a great attention to detail to minimize error. Also, performed duties as technical reviewer and designer of the KB databases along with the Fujitsu ITIL and ISO team and operations managers to insure clear communication and process accuracy further minimizing the margin of error.Systems/Tools: Windows OS, Internal ticketing systems, etc.

Belén, Heredia, Costa Rica

Provided engineering support by phone, email, and tickets to internal Intel employees on Linux based software/hardware products, business processes, and services. Responsibilities include, but not limited to, providing engineering support following established procedures and security guidelines. Knowledge in Linux (desktop & server) OS, storage systems (NAS/SAN), Linux server administration, networking in UNIX environment (NIS), and knowledge in backup/restore. High analytical problem solving and communication skills, sound judgment and the ability to work effectively with various engineering teams. Demonstrated efficiency, self-motivated extra mile efforts, and flexibility to adapt to new and changing situations all while providing excellent customer service.Systems/Tools: Linux OS, Linux server management, Linux storage/snapshots management, Windows OS, etc.

Heredia, Costa Rica

Provided L2 IT technical support for critical HP accounts to many applications and systems required specifically by the customer. Present as an escalation POC and technical POC for L1 agents and technical reviewer for the KB team. Handling complex incidents escalated that require extensive troubleshooting and being a liaison between the Service Desk and different engineering support groups. Additionally, performed task duties as a trainer for L1 & L2 team, back-up team lead, and queue manager for L2 team.Systems/Tools: Windows OS, mobile devices & tablets, ServiceNow ticketing system, Mainframe, AS400, SAP, Telnet, Oracle PeopleSoft, etc.

Heredia, Costa Rica

Provided L1 technical support for Sony Reader product by Sony Electronics. Over phone (in-bound) support for external customers directed to the device itself and software required for device's functionality on several OS systems. Provided training as well to new hiring waves and operated as a back-up on complex issues before escalating to the L2 support teams.Systems/Tools: Windows OS, Mac OS, mobile devices (iOS & Android), internal ticketing systems, etc.