Omar Gonzalez Martinez Email & Phone Number

Homestead, Fl, Us

Gainesville, Florida, United States

• Deliver IT support to campus technology users via phone, email, chat, and walk-ins, ensuring timely and effective resolutions.• Collaborate with core service providers to enhance support capabilities while maintaining knowledgeable, friendly assistance for end-users.• Lead and guide a student-run call center, working shifts and supporting student staff during daily operations.• Assist in training new student employees to develop their skills in a high-demand call center environment.• Leverage the internal ITSM tool (Cherwell) for efficient ticket tracking and resolution, ensuring adherence to service standards.• Provide specialized Tier 1 E-learning support to ensure a seamless academic experience for students and faculty.

Gainesville, Florida, United States

• Maintained and updated databases, resolving discrepancies to ensure data accuracy.• Provided IT troubleshooting across the organization, addressing technical issues promptly.• Collaborated with the IT team to implement and maintain data security protocols.• Performed accurate data entry, ensuring the integrity and security of company information.• Consistently exceeded goals, achieving 125% of daily application targets and 133% of intake goals.• Coordinated with four offices to organize and input data, streamlining workflows.• Handled USDA applications containing PII and sensitive data, ensuring confidentiality.• Contributed to IT policy development and implementation for organizational improvement.• Scanned and processed 200 applications daily, ensuring timely handling and accurate records.• Managed PII daily, maintaining compliance with data protection standards.• Installed and configured hardware peripherals, optimizing workplace efficiency.• Hands-on experience troubleshooting hardware for laptops and desktops in a dynamic environment.• Imaged laptops and desktops for efficient deployment and system standardization.• Supported mobile and wireless devices, enhancing user productivity.• Installed and maintained VTC infrastructure, assisting users and ensuring seamless operation.• Demonstrated expertise in patch management, data backups, and file permissions.• Supported over 1,000 users in a large-scale enterprise environment.• Proficient with Windows Servers, Active Directory, VPNs, imaging, and Group Policy.• Installed and maintained AV equipment for meetings, presentations, and events.• Troubleshot AV issues, collaborating with vendors for timely resolutions.• Delivered exceptional customer service, providing AV support and enhancing user experiences.

Miami, Florida, United States

• Provided daily IT support for cargo handling systems, resolving hardware and software issues efficiently.• Collaborated with teams to implement IT solutions that enhanced shipment processing efficiency.• Maintained and troubleshot network infrastructure, ensuring uninterrupted cargo tracking.• Conducted system audits, ensuring data integrity and security protocols.• Stayed current with industry trends and proposed technological improvements.• Assisted in developing and enforcing IT policies and procedures.• Responded to IT-related issues, offering technical assistance to end-users.• Trained and supported staff on IT systems, improving their efficiency.• Worked with vendors to procure and maintain IT equipment.• Provided after-hours IT support during on-call rotations.• Installed, configured, and maintained network communication devices, servers, storage arrays, and backup units.• Supported network-attached devices, including computers, printers, biometric devices, and medical equipment.• Tested and maintained server configurations, applying security patches.• Documented tickets following templates and provided detailed reports.• Ran cables within data centers, LAN rooms, and wiring closets.• Demonstrated expertise in system engineering, including telecoms, operating systems, and databases.• Analyzed business requirements and design specifications for various activities.• Installed and maintained AV systems in cargo handling and training environments.• Troubleshot AV issues with vendors, ensuring flawless execution.• Provided AV support for meetings and presentations, delivering excellent customer service.

Miami, Florida, United States

• Demonstrated proficiency in selling AT&T's IT products and services, aligning customer needs with innovative tech solutions.• Established trust with clients through personalized consultations, clarifying technical concepts, and delivering tailored IT recommendations.• Stayed up-to-date on technological advancements and industry trends, providing insights to customers and colleagues.• Collaborated with internal teams, including technical support and product development, to convey customer feedback and enhance IT solutions.• Contributed to a positive customer experience, positioning AT&T as a leader in delivering innovative IT solutions in a retail setting.• Passionate about staying ahead of the evolving IT landscape, ensuring customers received the most relevant information.• Achieved sales targets while fostering meaningful technology partnerships with customers.• Utilized extensive product knowledge to recommend and explain AT&T's offerings.• Highlighted promotions, explained pricing structures, and showcased package value to customers.• Built strong customer relationships by addressing concerns, resolving issues, and ensuring overall satisfaction.• Conducted sales transactions, processed payments, and activated new devices or services with accuracy.• Consistently worked toward achieving individual and store-wide sales targets.• Contributed to store merchandising activities, enhancing the retail environment.• Maintained market awareness by staying informed about competitors and industry trends.• Adhered to AT&T's policies and procedures, ensuring compliance with company guidelines.• Installed and operated AV setups for in-store presentations and customer demos.• Assisted customers with AV-related inquiries, providing effective solutions.• Collaborated with technical support to troubleshoot AV system issues during customer interactions.• Enhanced the overall customer experience through effective AV support.