mark martinez
@markmartinez1
Senior IT service desk professional delivering tiered support and secure access.
United StatesWhat I'm looking for
I’m a dynamic IT service desk professional with 15+ years of experience delivering tiered technical support and resolving complex issues quickly. I’m recognized for exceptional customer service, meticulous documentation, and strong cross-functional collaboration.
Across my roles, I’ve managed Active Directory and Windows-focused support, including account creation, modification, and deletion while ensuring process compliance. I’ve supported enterprise tools and integrations, coordinating with stakeholders to maintain accurate access management and security protocols.
In global support environments, I deliver Tier 1/2 troubleshooting across calls, chats, and emails, covering Active Directory, Microsoft Office 365, VPN, and collaboration tools. I document incidents and service requests in ServiceNow and Agent Workspace to ensure clear ticket notes and timely follow-up.
As a senior escalation point and SME, I drive unresolved cases to resolution, coach teams, and improve performance through training and mentoring. I consistently maintain organized ticket queues, handle outage communications responsibly, and help customers stay productive.
Experience
Work history, roles, and key accomplishments
Served as main contact for creation, modification, and deletion of user accounts on Corrigo and Spend applications for multiple clients and vendors, ensuring accurate access management and compliance. Coordinated with cross-functional teams to maintain account integrity and resolve access issues promptly.
Provided Tier 1/2 global technical support via calls, chats, and emails, resolving issues related to Active Directory, Microsoft Office 365, VPN, Apple devices, and collaboration tools. Documented incidents and service requests in ServiceNow and Agent Workspace and escalated complex issues to second-level support.
Provided Tier 1/2 support for password resets, shared folder access, and VPN connectivity, aiming for first-call resolution. Maintained documentation for out-of-scope issues, participated in program-wide outage calls, and supported Engineering Design Review teams during onboarding and early life support.
Acted as escalation point for unresolved technical issues, owning cases through to resolution to ensure customer satisfaction. Provided troubleshooting guidance, and delivered training and coaching to improve team performance and service quality.
Technical Support Representative
Stream Global Services
Jun 2006 - Apr 2012 (5 years 10 months)
Delivered technical support for Dell customers by diagnosing hardware and software issues and guiding installation, diagnostics, and repair. Documented all customer interactions to support knowledge management and continuous improvement.
Education
Degrees, certifications, and relevant coursework
College of Saint Benilde
Bachelor of Science in Business Administration, Computer Applications
1999 - 2006
Studied Computer Applications and earned a Bachelor of Science in Business Administration at the College of Saint Benilde from 1999 to 2006.
De La Salle University
Bachelor of Science, Mechanical Engineering
1997 - 1999
Studied Mechanical Engineering at De La Salle University and earned a Bachelor of Science from 1997 to 1999.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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