Miguel Martinez
PC/LAN Analyst at Mölnlycke, US.- Claim this Profile
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English Native or bilingual proficiency
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Spanish Native or bilingual proficiency
Topline Score
Bio
Credentials
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Learning ServiceNow
LinkedInNov, 2020- Oct, 2024 -
Windows 10: Administration (2016)
LinkedInNov, 2020- Oct, 2024 -
Windows 10: Advanced Troubleshooting for IT Support
LinkedInNov, 2020- Oct, 2024 -
Windows 10: Manage and Maintain Windows 10
LinkedInNov, 2020- Oct, 2024 -
Learning Mac OS X Troubleshooting
LinkedInOct, 2020- Oct, 2024 -
Migrating from Windows 10 to Mac
LinkedInOct, 2020- Oct, 2024 -
Power BI: Dashboards for Beginners
LinkedInOct, 2020- Oct, 2024 -
ServiceNow: Basic Administration
LinkedInOct, 2020- Oct, 2024 -
Word Essential Training (Office 365/Microsoft 365)
LinkedInOct, 2020- Oct, 2024 -
macOS Sierra for IT Administrators
LinkedInOct, 2020- Oct, 2024 -
Microsoft Collaboration: SharePoint, Teams, and Groups
LinkedInSep, 2020- Oct, 2024 -
Project Management Simplified
LinkedInSep, 2020- Oct, 2024 -
macOS Quick Tips
LinkedInSep, 2020- Oct, 2024
Experience
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Mölnlycke Health Care US
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United States
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Medical Equipment Manufacturing
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200 - 300 Employee
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PC/LAN Analyst
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Jul 2020 - Present
• Providing Support to all platforms as a first responder – Escalated if necessary to the correct resolver team. • Managing South America IT Infrastructure (SAO, Colombia, and Chile) organizing logistics for equipment deployment. • Ensure full coverage for user support via Teams, Email, Cellphone calls, and incoming calls. • Took the initiative to coordinate with Lenovo warranty for computers to be fixed. • Escalating issues with a third-party vendor for prompt resolutions. • Visiting Anderson a logistic/distribution to maintain smooth IT service at the customer care and warehouse technology needs. • Comply with all SLA agreements and Other tasks. Show less
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NCR Corporation
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Software Support Specialist ll
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Jun 2017 - Jul 2020
Software Engineer: Learned in 30 days the architecture of a proprietary custom Software for global POS systems for venues for NCR – installing and setting up remotely the software and making the software communicate with SQL servers from various locations worldwide. Triaging issues, finding bugs, and participating in meetings with the agile team to enhance the software according to the customer needs, tunneling the software communication network to the country bank for the live deposit with credit card transactions. Part of the on-call team also participates in the knowledge transfer and handover to Serbia. Respond to assigned tickets and move them towards resolution using documentation, prior issues, and other internal resources, resolve issues or escalate to upper-tier resources within the development team for resolution, and ensure progress toward resolution is maintained by monitoring escalated issues and communicating status to interested parties and ensure ticket resolution times comply with the Service Level Agreement metrics Identify recurrent tickets that might benefit from the provision of additional documentation, create straightforward Knowledge Based articles and work with T3/Engineers members on more complex documentation. Provide out-of-hours coverage on a rotating basis for high-priority tickets. Show less
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ITRM (Stratix Corporation Inc.)
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Atlanta, Georgia
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ITRM Providing Support as Mobile Operation Center Engineer
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May 2015 - Jun 2017
Implementing MOBI-Control in advanced infrastructure, Advanced Package Deployment & Scripting, Best Practices & Advanced Diagnostics, Advanced Security & Multi-Tenancy, Implementing LDAP & Certificate Authorities, escalating mobile network issues to Lead Carrier. Make sure the Support team has all the systems working from them to support Crew Chief at the Ramp on Live Flight Wide Body aircraft and narrow-body aircraft with the Motorola MC9500, MC9595, and MC9568 on connectivity issues, software issues, and hardware issues. The goal is to avoid flight delays; if there are any delays involved, FAA penalizes the company per minute the aircraft is at the gate. reached the goals-no delay produced by the MOC (Mobile Operation Center), lowering FAA penalties and the amount of RMA (Return Merchandise Authorize), which has a Maintenance/Purchase cost. Certified in SOTI Mobi Control: Associate: 1224105231 Professional: 1225355668 Expert: 1244207878 Show less
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Wipro Technology
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Atlanta, GA
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Computer Engineer/Assistance Delivery Manager/Team Lead
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Dec 2008 - May 2015
While working at Wipro Technology, I was involved in four projects as Computer Engineer, Assistance Delivery Manager, and Team Lead. 1st project: Computer Engineer/Assistance Delivery Manager: Client Hospira Pharmaceutical - Contributions: Equivalent to 8 months at San Jose Costa Rica at the manufacturing plant, three months at the Dominican Republic Manufacture plant, and 3 months at the Hospira Head Quarters working on KAP (Knowledge Acquisition Phase), and working on the SLA (Service Level Agreement) for outsourcing implementation. Transfer the knowledge to Atlanta Team help desk support which I was the Team lead for two years – ending in transferring the Help Desk services to India. Participate in the war room, adding information on the Remedy Knowledge Base(SNOW) Ticketing System, training the team, and implementing a feature to the ticketing system. 2nd Project Best Buy – Minneapolis: Monitoring Custom application LDAP/RSA for Best Buy Corporate Operation Center, remote into the server to release/drained jobs (website traffic, Online Orders, and Inventory for shipment); escalating issues with the on-call developer, for promptly matter as per end of the year (Holidays) matrix less than one hour for resolution. 3rd Project FedEx WTC Memphis, TN Computer Engineer: Providing support for Customized applications for Federal Express-tools names (Symphony, Subversion, Team Forge, HFLOW, and P6. This tool is under the umbrella of Symphony; escalate the ticket to our developer’s queue. The matrix is as follows Concept-->Definition-->PlanningExecute. Developments-> 4th Project Florida Government Station: Description – Coordinating/liaison between client and building engineer vendors, electrician, ISP, voice services, creating military tunneling between the Jacksonville, FL location and Virginia location for close communication working with offshore support in a very tide time sensitive frame; Completed as per contract. Show less
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Education
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2019 - 2024
University of North Georgia
Bachelors -
2016 - 2018
Gwinnett Technical College
Associate of Science (A.S.), Computer Science -
2016 - 2018
Aviation Institute of Maintenance
Associate's degree, Avionics Maintenance Technology/Technician
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