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.

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.

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.

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.

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.

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.

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.

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.