Luis Marte Email & Phone Number

Boca Raton, Florida, United States

Miami, Florida, United States

In my role as an IT Support Technician, I'm responsible for several key functions:• Google Workspace Administration: I administer Google Workspace to optimize workplace collaboration and productivity, ensuring that our teams make the most of these tools.• Okta Account Management: I oversee Okta account management, ensuring accurate provisioning of end-user permissions in line with our security policies.• Employee Onboarding and Offboarding: I manage the onboarding and offboarding processes for employees, ensuring seamless transitions and consistent access controls for both new hires and departures.• Tier 2 and Tier 3 Support: I provide Tier 2 and Tier 3 support, facilitating issue diagnosis and resolution to keep our systems running smoothly.• Network and Device Monitoring: I monitor our networks and devices to minimize downtime and maximize performance, contributing to a more efficient and productive IT environment.Key Accomplishments: • Boosted network uptime by addressing and rectifying network device issues.• Enhanced IT equipment availability by implementing inventory control measures.• Reduced system outages by planning and executing hardware and software upgrades.• Ensured continuous and streamlined access for end users by maintaining network assets.• Orchestrated system hardware and software upgrades to maintain system accuracy and performance.• Developed and implemented inventory control strategies, targeting balanced IT equipment supply and demand.

Miami, Florida, United States

In my role as a Technical Support Engineer, I performed a range of key responsibilities:• Google Workspace Management: I oversaw Google Workspace by configuring settings, managing user access, and implementing best practices, enhancing workplace productivity.• Slack User Administration: I managed Slack user administration, ensuring proper channel and chat access, which is crucial for efficient communication and collaboration.• License Provisioning and Deprovisioning: I took charge of license provisioning and deprovisioning across diverse platforms, tools, and Software as a Service (SaaS) applications. This ensured optimal resource allocation and compliance with licensing agreements.• End-User Support: I addressed end-user support requests via Jira, focusing on providing effective troubleshooting guidance to resolve technical issues promptly.• Issue Documentation and Referral: I facilitated issue referral to development teams by meticulously documenting system anomalies, ensuring a clear and efficient escalation process.• Root Cause Analysis: To drive accurate issue resolution, I conducted thorough root cause analyses, aiming to prevent recurring problems and maintain a stable technical environment.Key Achievements:• Advanced support processes by delivering key recommendations to senior staff.• Enhanced customer service delivery and improved ticket management by training junior team members.• Troubleshot comprehensive hardware, software, and network challenges to enhance user experience.• Increased support quality and speed up ticket resolutions through expert advisement.• Reduced recurring issues by conducting root cause analysis and implementing corrective actions.

Miami, Florida, United States

In my role as a Desktop Support Specialist, I played a critical role in various aspects of IT operations:• Installation and Upgrades: I spearheaded the installation and upgrade processes for both hardware and software. I collaborated closely with users to ensure optimal setup and satisfaction.• Hardware and Software Configuration: I configured hardware, devices, and software to set up workstations, with a focus on creating an efficient work environment for employees.• Relocation and Configuration: I executed the relocation and configuration of desktop devices and phones, particularly in the context of office relocations and new employee onboarding.• Seamless Transitions: My efforts facilitated seamless office transitions and new hire integrations by expertly managing device relocations and configurations, ensuring that employees could get to work without interruptions.Key Successes: • Streamlined asset management and tracking by overseeing accurate and updated inventory of installed desktop components.• Upheld and refined support policies, focusing on delivering standardized technical solutions to users.• Boosted user satisfaction through on-time hardware and software installation and upgrades.• Improved user issue resolution by maintaining and refining comprehensive support strategies.

Miami, Florida, United States

In my role as a Service Desk Officer, I held significant responsibilities to ensure a well-functioning IT environment:• Microsoft Office 365 Oversight: I provided end-to-end oversight of the Microsoft Office 365 workspace, optimizing workplace functionalities and capabilities for enhanced productivity.• Laptop Procurement and Setup: I spearheaded the purchasing, setup, and installation of new Dell laptops, contributing to system uniformity and a standardized user experience.• Technology Evaluation: I continually evaluated emerging systems, peripherals, and software technologies to stay updated with advancements, allowing for informed decision-making in technology adoption.• User Account Management: I managed end-user accounts via Active Directory, ensuring secure and accurate access provisioning, which is crucial for maintaining data security and efficient access control.• Hardware and Software Configuration: I configured and validated a range of software and hardware, from laptops to advanced video conferencing tools like Polycom/Crestron, to facilitate seamless communication and collaboration.Key Contributions: • Transitioned form Service Now to Jira to structure ticketing system.• Applied software patches and updates to reinforce security and protect critical data.• Ensured server and system upkeep in high-traffic times to streamline network operations.• Prioritized data integrity and redundancy by managing file system and storage expansions.• Supported informed decision making by reporting system and project statuses to key stakeholders.• Installed and maintained local area networks using Cisco Meraki solutions to optimize network performance.• Delivered consistent support and system optimization by conducting daily LAN and WAN administration.• Safeguarded system integrity by addressing and eradicating malware, ransomware, and potential threats.

Miami, Florida, United States