Javier Martinez
Maldonado
Summary
IT Technician with over 8 years of experience in customer support, IT services, and technical troubleshooting, working across Cuba and Uruguay. Adept at providing L3 support, network administration, and innovative solutions for complex IT issues. Passionate about technology, problem-solving, and delivering an excellent customer experience.
Overview
9
9
years of professional experience
Work History
L3 Support Engineer – Microsoft Dynamics 365
Tata Consultancy Services
05.2023 - Current
- Provide third-level technical support for Microsoft Dynamics 365, diagnosing and resolving complex issues related to system performance, integrations, and configurations.
- Work closely with developers, product teams, and clients to analyze root causes and implement long-term solutions.
- Monitor and troubleshoot critical incidents, ensuring minimal disruption to business operations.
- Utilize SQL queries and debugging tools to identify and resolve database-related performance issues.
- Improve system efficiency by optimizing custom scripts, workflows, and automation processes.
- Provide technical guidance to L1 and L2 support teams, enhancing the overall support structure.
- Collaborate with Microsoft engineers and internal teams for escalation management and service improvements.
- Document solutions and best practices to enhance knowledge sharing within the support team.
Entrepreneur
Patronus Factory & IT Service
Maldonado
10.2017 - Current
- Determined business plan, mission statement and vision.
- Devised processes to boost long-term business success and increase profit levels.
- Provided exceptional customer service to customers, increasing customer loyalty 63% in last two years.
- Determined areas in need of improvement and devised targeted corrective actions for each concern to maintain optimal business operations.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
IT Technician
Polakof and Co.
Maldonado
08.2019 - 01.2022
- Performed maintenance tasks on PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks, having solved 20 daily tickets average in 2 years.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Analyzed running server issues to identify troubleshooting methods needed for quick remediation.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- Maintained and monitored server room, wireless network and other server infrastructure, keeping systems running smoothly .
- Imaged and prepared new computers for integration into company networks and systems.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Linked computers to network and peripheral equipment.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Assisted over 29 openings of new
Tech Lab Manager
University of Havana
Havana
09.2015 - 07.2017
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Refurbished around 300 obsolete PC and peripherals.
- Completed physical inventory counts each month.
Education
Intermediate Course - Computer Science And Programming
ORT
Uruguay08.2019
Ph.D. - Chemestry
University of Havana
Havana, Cuba07.2016
Skills
- Hardware and Software Repair
- Organizational Skills
- Resolving Problems and Incidents
- Help Desk Support
- Customer Communication and Empathy
- Problem Anticipation and Resolution
- Defect Analysis and Resolution
- Originality and Creativity
- Troubleshooting Network Issues
- Service Schedule Coordination
- Collaborative Team Player
- Account Administration
Hobbies
- Passionate about technology, 3D printing, and electronics.
- Being a technology enthusiast, I initially purchased a 3D printer as a personal project, and quickly became fascinated with electronics and model optimization.
- What started as an experiment evolved into an income-generating venture, eventually growing into a 3D printing farm.
- Constantly exploring new automation techniques and IT trends.
- Enjoys DIY tech projects, mentoring others in the IT field, and staying updated on emerging technologies.
Languages
Spanish
Native language
English
Advanced (C1)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
“May your choices reflect your hopes, not your fears.”
Nelson Mandela
Timeline
L3 Support Engineer – Microsoft Dynamics 365
Tata Consultancy Services
05.2023 - Current
IT Technician
Polakof and Co.
08.2019 - 01.2022
Entrepreneur
Patronus Factory & IT Service
10.2017 - Current
Tech Lab Manager
University of Havana
09.2015 - 07.2017
Intermediate Course - Computer Science And Programming
ORT
Ph.D. - Chemestry
University of Havana
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