Open to opportunities

Guillermo Martinez

@guillermomartinez

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Results-driven technical analyst with expertise in IT support and customer service.

United States

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What I'm looking for

I am looking for a role that values collaboration and innovation, where I can leverage my technical expertise to enhance customer experiences and drive operational excellence.

I am a results-driven professional with extensive hands-on experience in enhancing customer satisfaction within the payment processing industry. My focus on first-call resolution and my ability to support high-profile merchants have been key to my success. I thrive in fast-paced, collaborative environments, demonstrating agility in addressing evolving business challenges and enhancing products and services through rigorous testing.

Throughout my career, I have been recognized for my subject matter expertise in IT support, help desk operations, and process improvements. I excel at cultivating partnerships and building trusted relationships with internal and external stakeholders. My commitment to providing quality service level agreements (SLAs) has enabled me to consistently exceed key performance indicators (KPIs) through innovative, customer-first initiatives.

Experience

Work history, roles, and key accomplishments

SR. Technical Analyst

eProcessing Network

Jan 2013 - Present (12 years 9 months)

Provided technical support via phone, email, and ticketing systems to diagnose and resolve hardware, software, and network issues. Enhanced the functionality of mobile applications for credit card processing by conducting rigorous testing, debugging, and facilitating successful product deployments.

Technical Support Ticketing Systems Debugging Mobile App Testing PCI DSS Confluence Jira

Technical Support Coordinator II

Verizon Wireless

Jan 2013 - Present (12 years 9 months)

Leveraged wireless products and services to grow the consumer and small business client base through targeted solutions and strategic sales initiatives. Diagnosed and resolved network and wireless device issues remotely, consistently meeting or exceeding company time management and service-level metrics.

Wireless Customer Service Android iOS Windows Remedy Ticketing System Product Training Sales Initiatives

Education

Degrees, certifications, and relevant coursework

University of Maryland

In Progress, Artificial Intelligence and Career Empowerment

Currently pursuing studies in Artificial Intelligence and Career Empowerment at the University of Maryland. This program aims to enhance skills in AI and professional development.

MTI College of Business and Technology

Unknown, Business and Technology

Studied at MTI College of Business and Technology, focusing on business and technology principles. Gained foundational knowledge relevant to various industry applications.