Martin Guzman Email & Phone Number

San Francisco, Ca, Us

San Francisco, California, Us

Houston, Texas, Us

• Support up to 200 users companywide in their technical needs while working on projects on the side• On Board 1-10 users on a weekly basis to fulfill company needs• Use OKTA to troubleshoot users access and other needs, also activate and deactivate accounts and create accounts as well• Use Jamf to troubleshoot both Mac and Ipad and wifi issues• Helping with a migrations ( Currently ) to shell machines• Use Microsoft admin to troubleshoot pc machines as well updating policies• Installed and configured laptops, PC's/desktops, printers, and peripherals• Use Jira to keep track of our tickets and OB projects • Work on 15-20 tickets weekly to maintain employees up to date and working properly• Work on level 1 and 2 tickets on a daily basis and escalate if needed• Troubleshoot Google workspace apps • Kept Laptops, Ipads, Printers, Wifi/Access points up to date for company needs

South San Francisco, California, Us

Supported up to 250 users’ company wide• Created new accounts for up to 5 users a week for a fast-growing company and set up their desks• Closed to 60-70 tickets weekly to maintain users in an optimal working level• Worked in projects and used one note to keep track of what’s needed daily• Maintained Printers and access points up to par for smooth day to day work• Installed and configured software and hardware for end users• Answered incoming customer support calls and created detailed tickets to track and resolve issues• Installed and configured laptops, PC's/desktops, printers, and peripherals• Monitored VM server with QB installed for finance team• Work with end users, resolving their software and hardware issues in efficient implantations• Using Jira kept track or projects, task and tickets opened within the company and would send a weekly report to my manager• Traveled within other sites to accommodate any issue that need physical work or even onboardings in those sites

South San Francisco, California, Us

Kick off team meetings both weekly and dailies• Delegate tasks and set deadlines for the business needs• Took phone and email escalations when needed whether dealing with a customer or decision making• Documented process changes so the team can all be on the same page• Ran a weekly spread sheet to check on performance of the team and had side meetings to help them on any kind of improvement

South San Francisco, California, Us

• Provide answers to clients by identifying problems; researching answers; guided client through corrective steps• Answer 20 – 30 calls a day either technical or none technical• Provisioned modems and tv boxes for field techs to complete installations• Troubleshot with field techs if they ran into problems as far as devices not working or customers services were not working • Worked on 5-10 tickets a day to make sure customers were happy with our services• Troubleshoot with customer if they had problems with internet or computer if not possible would create ticket• Worked on escalated tickets to find issues and resolve them in a timely manner• Provided both tier 1 and 2 support to residential and business customers

Oakland, California, Us

- Refreshed 1 to 3 computers daily and updated operating systems to Windows 7 in order to comply with hospital-wide deadline for computer upgrades.- Imaged over 20 computers weekly for Technical Refresh team in order for them to replace users’ outdated machines.- Installed software applications using NextDgen to comply with users’ individual work functions and needs.- Made excel sheets to track over 90 users, recording both new and old asset tags to determine who needed refreshes.- Called users, including doctors, nurses, and administration, to make tech refresh appointments three times daily.- Facilitated onboarding of two new contract hires by demonstrating how to image administrative offices’ computers, streamlining the orientation process and allowing them to complete training within two weeks

San Francisco, Ca, Us

- Acted as a representative of MEDA in collaboration with the US Department of Education, reaching out to local families daily to deliver Mission Promise Neighborhood for a Community survey to evaluate overall neighborhood needs, services, and resources.- Assisted 10-20 residents daily in completing surveys and referred residents to MEDA to ensure local population was aware of free and public resources available to them

Work experience related to IT Essentials, Computer Refurbishment, Community Outreach and Microsoft Office 2010.

It Trainee

Certificate, Mission Techies Academy

High School, General Studies