Mario Martinez Email and Phone Number

-Lead on Quality Projects creating use cases for Customers-Develop load testing scenarios and set performance metrics-Product Subject Matter Expert for Performance Center and LoadRunner products-Handle communications, meetings and documentation for projects-Mentor and train internal members

Product Engineer and Quality PM HP Storage Supply Chain organization Product Engineer:-Manage sustaining supply chains for StoreOnce, Defender and Oban product lines-Update, change and sustain Bill of Materials-Communicate updates to Original Design Manufacturers as well as factories-Coordinate software roll outs with different organizations within HP affected by changes-Manage escalations and unique requests from customers-Resolve factory issues, such as tech directs and inquiries. Quality -Communicate with ODMs review First Pass Yield goals from their factories, as well as Total Defects Per Unit.-Come up with actions plans to deal with assembly issues, diagnostics issues and commodity issues-Lead failure validations for repetitive hardware replacements for return to ODMs -Review Out of Box failures for products already in the field-Communicate software Diagnostics failures to Software organization in order to improve FPY-Benchmark Defective Parts Per Million with other products in the orgnization.

Named Assigned Support Engineer2013 - 2014-Primary point of contact on a specific premier accounts-Expedite resolutions on support issues-Deliver solutions on other support issuesOnline Support Engineer Performance Center and LoadRunner2012 - 2013-Forum moderator for internal and external customers-Creation knowledge base documents and videos-Create remote training sessions-Work on projects for the online area of supportSoftware Support Engineer Level 2 2009 - 2012-Work with premier customers-Manage escalations from Level 1 and from customers-Create training sessions for Level 1 engineers-Submit enhancement requests and interact with Research and Development-Help customer with load tests with LoadRunner Software and Performance Center Software.-Revise code from scripts developed by customers. Software Support Engineer Performance Center and Load Runner2007 - 2009-Work on customer cases and drive them to resolution-Perform technical investigations on particular issues -Interact with customers through email and over phone

Technical Support Representative -Provide over the phone technical support to customers.-Have complete knowledge of all company’s products.-Follow up on customer cases assigned.-Answer calls from specialty accounts.-Provide technical support through email.Technical Support Team Lead-Help technical support agents as well as representatives from any other department providing supervision and trainings.-Implementation of projects based and oriented on customer satisfaction. -Deal with customer escalations-Monitor quality of phone calls and apply corrective measures if need be.