Luis Martinez Email & Phone Number

Houston, Texas, United States

Calgary, Alberta, CA

Assigned to a master limited partnership in the Oil and Gas industry to analyze and recommend solutions to produce a robust Phone Support team within the IS department.Received incoming incidents via phone or emailed into BMC Track-It! Client to determine resolution or escalation of issues to next level support. Perform follow-ups and resolution of issues.

New York, NY, US

Received incoming incidents via phone or emailed into ConnectWise Manage to determine resolution or escalation of issues to next level support. Monitor network alerts from Kaseya and Traverse to remediation within Service Level Agreements.Assist with the Cybersecurity team to review alerts generated by IBM QRadar.

Houston, Texas, US

Assist stores with their POS equipment, phone lines and hardware, iOS/Android mobile devices, Citrix applications and general questions.Research, resolve and respond to end user inquiries by self-service portal, phone and email and document into the ServiceNow ticketing system.Troubleshoot Chromebooks via G Suite, corporate and store iOS devices via.

Received escalated requests from the Operations Manager in ConnectWise Manage and resolve via phone or remote-control tools.Implement customer projects with our project management team.Monitor incoming tickets from ConnectWise Automate and resolve managed alerts.Foster vendor relationship between Cisco Meraki and City Technology Group to become a partner.

Houston, TX, US

Provide Tier II and Tier III support for Service Desk and customers within their infrastructure via RMM Kaseya.Monitor with the Operations Manager the Managed Services Operation Center team.Work with Account Managers on recommendations of products and managed services such as Infrastructure as a Service, Software as a Service, Cloud Services, via.

Houston, TX, US

Provide proficient technical troubleshooting to existing and new customers with various software products.Assist with performing SaaS process and procedures on various customer Veeam and Windows servers.

Assist users with account lockouts, password resets and business software issues and document cases within Help STAR 2012 system at GDF Suez - Engie.Troubleshoot remote users using Citrix Delivery Console and Desktop Director with various virtual applications that would freeze or locked sessions. Image/Reimage HP laptops and desktops for deployment or.

Fort Mill, SC, US

Perform Imaging/Re-imaging end user desktop and laptop machines, software installation, configuration, and upgrades at Chevron.Assist and support with the setup of corporate smartphones, wireless mobile devices and enterprise video conferencing equipment.Contact end user to schedule service, prioritize incidents, resolve incidents and document within.

Basking Ridge, New Jersey, US

Assigned as a contractor to JP Morgan Chase. Troubleshoot various core (Windows OS, Office, Remote Access), the line of business (Mainframe, SharePoint, Oracle), and hardware support (iPad, Desktop, Laptop, VDI).Provide concise documentation across multiple ticketing platforms (Peregrine/In-House) and receive incidents across various systems (Phone.

Assigned as a contractor at Nynas. Provide technical support on-site hardware, software, mobile devices and video conference equipment for Nynas USA. Perform tape backups on-site servers and document transactions on server log. Remote into various office locations and resolve issues submitted via help desk ticket or instant messaging. Assign various.

Lisle, Illinois, US

Receive incident requests from students and faculty members in person and helpdesk line on various issues. Document requests into BMC Remedy ticket system. Assist with password resets in Active Directory. Troubleshoot wireless connectivity issues on student laptops. Image and update faculty workstations from Windows XP Professional to Windows 7 Enterprise.

Assigned to Harris County Toll Road Authority to receive incoming calls to internal Helpdesk. Review and assigned incidents from helpdesk phoneline, email inbox, and HEAT Self-service website to IT team members. Reset passwords and unlock accounts in Active Directory or specific applications. Setup Outlook Web Access on various personal smartphone devices.

Fort Mill, SC, US

Receive incoming calls and emails from Novartis Pharmaceuticals to troubleshoot various hardware and software issues and escalating to various technical groups with approval from Tier 2 analysts. Assist with training of new analysts and update technical documentation in helpdesk knowledgebase. Specialize in supporting Blackberry devices, VPN/Remote.

Troy, Michigan, US

Received incoming assignments from Baker Hughes helpdesk for various hardware and software issues. Schedule service calls to Dell service technician for warranty repairs. Enter new inventory into BMC Asset Management system. Retrieve and surplus end-of-life equipment to be recycled for pick for various vendors.

Milwaukee, WI, US

Assigned to Litton Loan Servicing to support Helpdesk team. Receive incoming calls from Altiris ServiceDesk from other analysts to troubleshoot and assist users with various issues. Assist with Helpdesk Supervisor to welcome New Hires with setup and configuration of desktops, email and printers at user's location. Coordinate with Altiris Administrator and.

Amsterdam-Duivendrecht, North Holland, NL

Receive incoming calls for Novartis Pharmaceuticals to troubleshoot various hardware and software issues. Document incidents into Vantive CRM and escalate to onsite teams for resolution with approval from management. Troubleshoot and support various Lotus Notes 7 issues from restoring workspaces, setup archive databases, and backup/restore address books.

Atlanta, Georgia, US

Assigned to AIG to work with the Helpdesk team. Unlocked network accounts and various applications accounts via Novell Console, User Manager, and RightFax Enterprise Manager. Troubleshoot various standard applications such as Lotus Notes, Microsoft Office XP, SAP R/3, etc. and escalate other requests to Subject Matter Expert support and on-site support.

Falls Church, Virginia, US

Assigned to work at Mineral Management Services. Assist with the installation and configuration of MMS image into Dell desktops, laptops, workstations with Symantec Ghost and distribute to MMS employees. Properly log all support requests and activity into Magic Service Desk from initiation to resolution.

Houston, TX, US

Image desktops, laptops and workstations with Symantec Ghost 8 and deploy to Vetco Gray users throughout North America. Troubleshoot various Lotus Notes 6 issues from address book restores, restore mailboxes, and setup archive databases. Contact IBM to dispatch technicians for service on warranty devices.Assigned to work at British Petroleum upgrading.

Pasadena, Texas, US

Replaced legacy IBM workstations and laptops from list received from department supervisor for Albemarle Corporation. Migrated user data to Previo backup server, imaged new desktops and laptops with ImageCast 4.6, and installed and configured Windows 2000 Professional with all user data and Lotus Notes profiles.

Houston, TX, US

Complied user information within Magic database to create a list of desktops needed for desktop upgrades for Houston Community College. Stage and image new Dell desktops with Symantec Ghost, install Windows 2000 and configure network properties into designated campus districts. Deliver new equipment and receive obsolete systems to be cleaned and retired to.

Assisted the Site Coordinator with the deployment of HP desktops for Bank One and provided assistance to desktop technicians during migration process. Backup and migrate user’s data with Powercast to group servers, install Windows XP and upgrade department applications multiple HP desktops and Dell laptops. Responsible for training desktop technicians on.

Norwell, MA, US

Collaborated with site contacts for site testing, implement data migration, and post installation of new equipment at all General Motors dealerships. Replaced legacy equipment into a Windows 2000 environment with HP Proliant servers and Cisco networking equipment for site locations. Report to project manager upon completion of site and schedule pickup of.

US

Responsible for upgrading and updating all desktops from an IBM OS/2 environment to a Windows XP enterprise network with new HP workstation systems for Bank of America branch locations. Upgraded and replaced printing peripherals rollouts in all branch locations.

Atlanta, Georgia, US

Reviewed tickets of hardware and software problems from Andrews & Kurth helpdesk through HEAT and evaluate a solution with end users. Responsible for on-site maintenance of laptops, Blackberry devices, workstations, and printing devices throughout branch locations.

Spring, US

Built, imaged, and updated new and preexisting workstations and laptops with Altris Server or CDs with Windows 2000/XP Professional. Created employee user accounts and mailboxes with Exchange Server 2000 via Terminal Services. Evaluated, resolved and documented hardware/software/network problems via phone/email by utilizing remote assistance or thru.

Migrated confidential user data from Windows NT workstations to Windows 2000 workstations for the US Army Reserves.Provided end-user support and troubleshooting legacy and upgraded workstations.