Luis Martins Email & Phone Number

Cambridge, Ontario, Canada

- Give specific directions to the Help Desk team members to enable them meet specific customer needs- Create and manage both intra and inter team work processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery in order to determine areas of lapses- Identify opportunities for automation, and assist with the development of automation systems to address those opportunities.- Administer effective frontline line desk assistance to customers where inquiries are beyond the knowledge of the help desk team members- Implement a central problem management route for information management users to handle queries and complaints- Showcase level of expertise by providing satisfactory explanations and solution to customer questions and issues to gain their confidence- Take measures of crisis management to control all effects that may arise from customer problems and complaints to avoid escalation- Organize training and/or make arrangements for team member to receive training on the latest and best practices in handling help desk related issues- Keep clean records of all activities in the Help Desk department and present them to management upon request for evaluation- Create good working relationship amongst members of the help desk team to ensure smooth flow of work, which improves overall performance- Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.- Enforce IT standards and educate employees about compliance issues.

Cambridge, Ontario, Canada

Provided day-to-day IT support (Tier 1 and Tier 2) for 1,000+ end users, including National Operations Centre, Sales and Administrative Centre and other national locations.• Support computer systems and applications. Developed Helpdesk support procedures including phone, printer, network and other support documentation.• Tested, managed and distributed desktop/laptop images to maintain consistency among imaging at all locations.• Deploy software/hardware (Lenovo), troubleshoot hardware related issues pertaining to laptops/desktop PCs.• Perform imaging of PCs/laptops, using Microsoft Deployment Toolkit.• Provide guidance and direction to Helpdesk Analyst I to ensure prompt support and resolution.• Utilize ManageEngine ServiceDesk Plus ticketing system to maintain an accurate log of requests (tickets) and their current statuses, ensuring that they are resolved to end-user's satisfaction within response timelines outlined in the customer service standards.• Manage user / group accounts, distribution lists, shared mailboxes, security groups (Active Directory, Office365).• Utilize VPSX Printer Management for managing printers.• Perform virus management, running scans on affected computer systems.• Provide support for iPhone and operating systems (Win10).• Responsible for IT Procurement, triaging Helpdesk tickets and recycling IT equipment.• Trained and mentored new incoming Helpdesk Analysts.• Provide support for Raven Handhelds/Pegasus devices. Also, provide 1st level support for the FSM/IFS application.• Manage and support DEP iPhones on SOTI MobiControl.• Provide after-hours on call service on a rotational basis ensuring coast to coast coverage.

Waterloo, On

Provided day-to-day IT support (Tier 1 and Tier 2) for 2,000+ end users, including local production, office staff, and global production employees.• Deployed software / hardware (HP, Dell, Lenovo), troubleshot hardware related issues, replaced hardware in PCs / laptops, and configured systems, improving productivity and decreasing downtime.• Performed imaging / backup of PCs / laptops, using Symantec Ghost, reducing data loss and decreasing repair time.• Managed user / group accounts and distribution lists, performing basic system administrator tasks (Active Directory, DHCP, Backup, restoring from remote servers), minimizing downtime and maintenance.• Provided support for users (Windows 8, Windows 7, Windows XP Operating Systems), improving end-user performance of daily tasks.• Utilized Remedy Ticketing System for tracking issues and identifying common trends, reducing troubleshooting time.• Managed set up of new BlackBerry production lines overseas, supporting increased global production.• Composed and compiled training documentation, standardizing troubleshooting and setting up equipment.• Performed virus management, running scans on affected computer systems, minimizing risk of data loss.• Provided support for BlackBerry devices (BlackBerry enterprise server, software updates, activations), reducing downtime for mobile users.• Supported asset management by assigning identification numbers for new equipment, improving tracking and inventory control.• Utilized uniFLOW, adding printers to secure server, in compliance with confidentiality concerns.• Maintained network printing, adding printers to servers and tracking supply usage, improving efficiency.• Utilized SCCM providing users access to preferred applications from devices-of-choice, keeping software up-to-date, setting configuration and security policies, and monitoring system status.• Contributed with upgrading manufacturing systems in other countries, streamlining reporting procedures.

Waterloo,On

Provided support for prosumer customers and partners through email and phone communication.• Collected, updated, and maintained customer-trouble tickets and resolution information, tracking common issues and identifying trends.• Resolved technical issues, relating to BlackBerry™ internet service and desktop / handheld, through troubleshooting, fact-finding, researching, testing, and escalation (when required), improving customer satisfaction

London, Canada Area

Provided DSL technical support for residential clients. Monitored quality of customer service. Reviewed evaluations, maintained recording files, and handled general administrative functions. Oversaw training.• Randomly monitored calls and other customer interactions, ensuring client and company standards were maintained.• Reviewed processing and performed quality-services monitoring, online auditing, internal / external calibrations, and provided operations point-of-contact, ensuring improved overall customer satisfaction.• Delivered Quality presentations for training classes and operational teams, providing education and knowledge for immediate success.• Facilitated new hire training, developing effective over-the-phone DSL technical support agents.• Provided developmental feedback for employees, improving performance.

Markham, Ontario

• Authorized Toshiba Technician and Authorized Okidata Technician.• Onsite Service for Toshiba Laptops, Okidata Printers and Okidata Fax Machines.• Software and Hardware Installations.• RMA of Toshiba laptop components and Okidata printer components.• Fielded customer’s calls pertaining to Toshiba hardware.

Business Information Systems

• COBOL, RPG, HTML, Visual Basic Business, Economics, Accounting, Finance, Marketing

Information Technology Technician, Information Technology

• Network +, A+

Computer Electronics Technician

Networking, Electronics, PC Repair/Troubleshooting