Justin David Martinez Email & Phone Number

Philippines

• Consultant for Microsoft 365Trusted Adviser of clients for managing the environment. Partners with Client Success Managers and part of the Service Delivery handling the technical aspects of the account and coordinates with Operations Team.• Reporting of Capacity Management of the environment

• Queue Manager, Floorwalker and Technical Trainer for Consumer line of Business of Microsoft 365Handled the technical training of India and Philippines, transitioned the teams from onboarding, UAT to Production• Point of Contact for the team and works hand-in-hand with queue managers to maintain KPI• Liaise any pressing issues that are being experienced by operations to the technical advisors / product group of Microsoft

• Technical Ambassador for IT Administrators of Microsoft 365 for consumer, SMB and enterpriseProvides IT Administrators best practice and assists for any technical concerns that are under the umbrella of Microsoft Office 365• Professional Adviser for Office 365 Licensing (Purchasing, Billing)

• Responsible for data governance of KB articles• Information source for weekly changes that are approved via Change Advisory Board meetings• Translates known errors found in problem management to meaningful knowledge articles• Account champion for Root Cause Analysis• Approves operations runbook for project roll-outs• Account Specific Trainer (Technical and Process) and SME for Tier 2• Innovation Contributed to the Account (Applications created in C# Language via Visual Studio, and projects managed on top of the role): o Outage Notification Tool: Deployed to all tier 2 ServiceDesk agents that primarily focuses on generating email communications to the account stakeholders informing of the high severity tickets raised, downgraded, and resolved. The tool helped the organization meet the account KPI / SLA by removing the manual process of creating emails. o HP Notes Generator: All information provided to the tool are formatted in a detailed view which provides auditors clear perspective of what transpired during root cause analysis. o Queue Handler’s Tracker: SharePoint list that serves as a database for all incoming emails and distributed to all ServiceDesk agents for ticket creation. The tool ensures the equal distribution of tasks (complexity of case vs. ticket volume) and generates a report that is delivered to the leadership team of the account. Forecasting of ticket volume made easy with the monitoring capability of the tool. o Project Zero: Incident Management initiative that drove the ServiceDesk to achieve twice a zero-incident ticket queue. The success of the project made a significant highlight across the HPE ServiceDesk organization and the best practice that was put into the project has been applied across technical teams of the account. o Proggy Tool: A windows form that troubleshoots Windows frequent account locked-out cases.