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cristian martinez

cristian martinez

Premier support solutions technician


Clarksville, Tennessee Area

U.S. Army veteran with over eight years of Information Technology experience. Specialized in the operation, maintenance and troubleshooting of communications and information technology equipment throughout multiple communications platforms. Proficient in equipment and personnel management as well as ensuring that the organiza...



Premier support solutions technician

Provide exceptional customer service and technical expertise on inbound calls or other electronic input such as Website, CHAT or email from customers for the purpose of resolving issues with devices such as laptops, tablets, smart phones, and other consumer electronics . Using various systems, applications and tools, facilitate device set up, education, and troubleshooting if a service or feature is inoperable. Educate customers about device capabilities and wireless carrier data product offerings. Log a customer data, including contact information, problem statement and resolution in appropriate tools, provide feedback to the organization on customer issues and participate in focus groups to review and rate tools provided.

Primary Duties and Responsibilities:

Provide a value added experience with outstanding customer service to customers while resolving issues related to their device(s).Use knowledge based system and other tools to deliver technical support solutions. Assist customers with device set up and device education. Provide customer with logical trouble shooting to resolve operation issues. Consistently meet or exceed productivity and quality goals.Adhere to a schedule that includes; shift, break and meal times. Availability for any shift 7 days a week, 24 hours a day. Proactively find new technology trends and solutions for knowledge base system

Duties and Skills

Deep proven working knowledge of multiple hardware platforms, operating systems including Windows, Android, Blackberry OS and, Apple IOS, wireless technology, wireless equipment and applications.Ability to analyze, diagnosis and resolve reported problems on hardware, software, OS, applications and device compatibilityStrong decision making and problem solving skillsExcellent computer skillsExcellent voice and courtesy skills that provide an Exceptional Customer Service ExperienceExcellent interpersonal skills.

Career medium 04

U.S. Army

Communication Section Supervisor

Responsible for communication support in an organization of over 300 personnel. Ensured planning, maintenance, installation and operation of Frequency Modulation, High Frequency, Tactical Satellite, Organization Specific Systems and Network information systems. Ensure Tactical equipment remained fully mission capable at all times. Ensured $2,700,000 dollars of communication equipment was always accounted for. Supported the organization by ensuring Non-secured /Secured Internet Protocol Routing services were available. Managed five junior level supervisors and eleven junior personnel.
● Established Communication Security account for the organization
● Managed the life cycle replacement of 27 computers across the organization
● Assisted the organization in the fielding of Communication Set 15 a communication system that enhanced communication across the organization

Career medium 03