Uriel Martinez

Proactive and detail-oriented Technical Support Specialist with over 12 years of experience providing Tier 1 to Tier 3 technical support in enterprise environments. Adept at managing user accounts, resolving escalated issues, and mentoring junior staff. Strong team player with excellent communication skills and a passion for learning new technologies. Focused on delivering high-quality service and continuously improving IT support operations.

Customer Service Loyalty Project and TYS at Verizon (2024-02 – Present)

Premium customer service and escalated support

• Provided premium customer service to repeated callers.
• Handled billing, incentive credits, lost returns, and very escalated calls.
• Ensured timely resolution and proper documentation in ticketing systems.

Customer Service Bestbuy at Foundever, Bestbuy (2023-03 – 2024-02)

Advanced remote technical support and provisioning for enterprise clients

• Provided advanced remote technical support and provisioning for enterprise clients.
• Handled escalated technical issues with professionalism and thorough troubleshooting.
• Ensured timely resolution of incidents and proper documentation in ticketing systems.

Tier 3 Technical Writer and CXO at SunTrust Bank (2021-01 – 2021-12)

Technical documentation and knowledge base development

• Technical Writer for knowledge base and procedures by company policies.

Tier 3 Support Specialist at Monster.com, Univision (2019-10 – 2021-11)

Account provisioning and access management

• Created new account, provided access to security groups and mailboxes via Exchange and AD.

Tier 3 / Level 2 Escalation Support – Chevron Project at Chevron (2015-10 – 2019-07)

Technical support for APAC and EMEA regions with user account management

• Delivered technical support to users across APAC and EMEA regions.
• Managed user accounts in Microsoft Exchange and Active Directory: created new accounts, set up security groups, shared mailboxes, and delegated access using PowerShell.
• Consistently exceeded performance objectives outlined in Chevron's IT support contract.

Tier 1 Support Analyst – Aramark Project at Compucom (2013-03 – 2014-10)

Front-line technical support, training, and team mentoring

• Provided front-line technical support and issue resolution to Aramark employees.
• Supported incident logging and issue escalation using ServiceNow.
• Delivered basic training to users and ensured high-quality customer service interactions.
• Created training materials and mentored new team members on systems and support processes.
• Maintained ticket quality control and ensured compliance with documentation standards.
• Handled backlog duties, VIP support, and performance reporting for team members.

INEA