Samuel Martin Email & Phone Number

Asheville, Nc, Us

Asheville, North Carolina, United States

As an IT Service Desk Manager, I oversee a global team providing Tier 0, 1, and 2 support to over 20 companies in various sectors. I collaborate with Customer Success, Project Management, SysOps, and Professional Services teams to support IT modernization and security upgrades. I focus on talent acquisition and development, transforming technicians into IT specialists. My commitment is to deliver exceptional service and support, ensuring client success. I act with confidence when appropriate and have learned to communicate effectively with my team leaders while helping foster an inclusive environment and valuing diverse feedback. Strong leadership with continuous education and IT certifications, staying updated on industry trends. With a plan and realistic goals aligned with organizational objectives, using KPIs for progress tracking. Prioritizing client satisfaction by building solid relationships and translating feedback into actionable insights. Conduct comprehensive interviews to identify top-tier talent.

Hawaii, United States

As an IT Service Desk Manager, as of July 2022, I have built and coordinated a mid-sized MSP team covering four time zones in 3 countries. I've become responsible for organizing and optimizing Tier 0, Tier 1, and Tier 2 support for over 16 companies across diverse sectors such as Non-Profit, Logistics, Biotech, Schools, and Restaurants. Collaborating with our amazing managerial teams in Customer Success, Project Management, SysOps, and Professional Services, our Service Desk plays a pivotal role in supporting long-term projects focused on IT Service and Support Modernization and Security Improvement Upgrades. Ultimately, my commitment is to provide the best possible support for each client, contributing to the success of their IT initiatives.

San Francisco Bay Area

After Infinitech was aquired by BPM, LLP iin the fall of 2019, I was brought over as a Senior Technician, but quickly was promoted to Helpdesk Supervisor.Started creating the blue prints for the future of this team where we would be able to support more cleints across more time zones and evtually reach a goal of estimated 20-50 clients in a 24/5 or 24/7 time scheme by 2025 EOY.After creating this plan I worked with myProfessional Services Counterparts to put it inot motion.We grew our team, and client base by 300% in 2020, and another 200% in 2021.At the end of 2021, I was able to promote my most skilled talent to Sysops meanwhile I focused on culitvating new emplyees, helping them to get on-board with BPM Managed IT's long term goals. Selling the dream is easier when the dream is becomeing a reality, and corpotytr promoses arent emplty, this has wholly been my expeince with BPM. I look forward to 2022 and beyond!

San Francisco Bay Area

I keep an organized game plan on executing incoming and outgoing tickets. I keep in constant communications with On-Site Technicians, our Operations Manager and Account Managers and Sys0ps to make sure all issues are being resolved in a timely manner. I constantly strive to increase proper documentation of queries and the results and work with billing to ensure the highest level of SLA achievement.

San Francisco Bay Area

Solve problems, work as a team.

San Francisco Bay Area

I formed, own and operated a music blog and website and FB, Twitter etc.The many sites include PhishAndTheDead.com, BeatsAndTheDread.com and Phishapedia.com.I cover jazz, blues, rock, jam bands, electronic dance music, indie and jam-grass music.I review live shows and festivals.I have teams cover and review shows and festivals.I worked closely with Kevin Long the Chief Administrator of Grateful Music LLC.I break music news, interview bands, work with a multitude of professional photographers, Kevin Kenly, Michael Stein, Derek Martinez, Kelsey Winterkorn, Ellis Jones IV and more.I work with a number of publicists on cross promotion of concerts and festivals and ended as editor-in-chief for all previously mentioned publications.

San Francisco Bay Area

IT HelpDesk SupportContract Position.

San Francisco Bay Area

Create processes and procedures as the I over saw the building of a functional IT Department. Manage the IT Department and maintain the user database's for Doctors and for Patients and Clientele. Install and run specific software for the Hospital. Support hospital electronics, medical equipment and some of the on-site imaging software and machines. (X-Ray) Upkeep and or replace the IT and electronic medical equipment and maintain the growth of the network and information technologies, installing a NAS, installing Windows Server 2015, and create and Active Directory for the employees to create the ability for the staff to log into any machine using a roaming profile.Updated and installed new computers, printers and maintained them, the Hospital used 80% Apple type computers, 15% Windows based Desktops and PC's, and 5% Linux based computers and systems.The end user IT machine count went from 10 total IMac's and 2 AIO Dell desktops, 1 laptop, of 13 total to a total of 17 desktop computers, and 22 end devices were in use when I done with the build of the IT Department.

San Francisco Bay Area

Wrote concert reviews, interviewed musicians and wrote feature pieces, soapbox articles, album reviews, DVD and book reviews.

1675 Howard St. San Francisco, Ca 94102

I was an IT Administrator of the computer systems, imaged machines and deployed as well as maintained server and network. I worked as an IT Helpdesk associate for BMW of San Francisco. This was a temporary job where I was hired to help with a large Software Migration, for the dealership which led to a longer contract where I was able to help out in the end-user (employee support) arena.

San Francisco Bay Area

Assessed potential clients issues and gave estimates/ completed all repairs and support for estimates given Grew from 1 customer in 2005 to servicing over 1,200 clients during a 7 year periodInstalled RAM, Sound and Video Cards, and NIC Cards in clients machinesSetup wireless routers and small business networks and supported these networks remotely and in personConducted interviews and hired technicians who worked on jobs for our clientsOversaw the billing and finances of the company for 7 yearsSold my share of company to my partners at the end of 2013Windows 1998, 2000, Millennium, XP, Vista, 7, and Windows 8Windows Server 2003, 2008 and 2012R2Hyper –VMac OSXRDPVPNVNCActive Directory DNS&DHCPSLQ ServerCitrixBlackberry Enterprise Server VOIP

Missoula, Montana Area

Supported end-users for a multi-state company with 450-500 end usersAdded/removed users into Active Directory on the Domain Controller for new hires and terminationsGave users different security clearances by maintain their security and distribution groupsKept track of list of ongoing tickets in the help-desk queue using Spice Works Ticketing SystemSet up remote offices with Cisco Routers and VNC for remote securitySupported the Blackberry Enterprise Server and Blackberry Phones, as well as iPhones and iOSPC and IT TechnicianWindows 1998, 2000, Millennium, XP, Vista, 7, and Windows 8Windows Server 2003, 2008 and 2012R2Hyper –VMac OSXRDPVPNVNCActive Directory DNS&DHCPSLQ ServerCitrixBlackberry Enterprise Server VOIP

Haiku, Hawaii, United States

I organized the work schedule for 12 employees and volunteers. I taught organic farming and the concept of permaculture. I ran and managed a road-side fruit/food stand. I ordered and purchased supplies and outfitted the farm with equipment.

Ccna, Cnit, 3.0

Activities and Societies: Earned my CNIT Degree, and Passed my CCNA Exam. (Aug 2010) Computer Networking and Information Technology (CNIT).

Electrical And Computer Engineering (Eecs), Computer Science, 3.0

Bachelor Of Science In Computer Science And Engineering, Computer Science And Engineering / Journalism, 3.5

Activities and Societies: Wrote for the school periodical, The Nevada SagebrushTook independent learning classes with an emphasis.

High School Diploma, General Studies, 3.73

Activities and Societies: Football