Martin Garcia

About Martin Garcia

IT Business Analyst, Project Manager, Operations Manager, Network and Systems Engineer with a rare mix of technical understanding and business acumen, who manages financial, physical, and human capital resources with equal ease while continuously looking for risks and improvement opportunities. Astute leader with a strong work ethic who guides and retains high-performing teams in exceeding performance standards. Talented communicator and negotiator who works with teams to meet multiple deadlines while maintaining excellent customer service. Recognized throughout career with awards and promotions for excellent performance.

Experience

1. High Touch Operations Manager

   Cisco

   Feb 2017 — Present

   Liaison between top tier customers and Cisco technical support, tracking the service process, driving improvements and ensuring excellence at every phase. Identify need for and assist with creation of customer training. Act as business driver to improve customer\'s and Cisco\'s internal operations. Project manage customer facing projects and internal advanced service improvements. Identify, build and maintain relationships with customer\'s internal management. Act as single point of contact for operational issues. Represent customer needs to Cisco post-sales support teams and applicable organizations. Present operational issues/activity, customer satisfaction and gap analysis to customer and internal Cisco personnel. Provide customers with updates on hot or escalated issues.

Education

• East Texas A&M University

  Bachelor of Applied Arts & Sciences, Organizational Leadership

  2017 — 2018

Skills

• Help Desk Support
• Network Infrastructure
• Customer Service
• Training
• Auditing
• Issue Resolution
• IT Management
• Financial Accounting
• Process Improvement
• Accounting
• Vendor Management
• Financial Reporting
• Quality Assurance
• Project Management
• People Management
• Stakeholder Engagement
• Business Process Improvement
• Service Desk
• Contract Negotiation
• Crm
• IT Service Management
• Windows Server
• Problem Solving
• Operations Management
• Pmi
• Itil Certified
• Teamwork
• Asset Management
• Network Security
• Client Relationship Management
• Organization
• Troubleshooting
• Business Improvement
• Key Client Relationships
• System Maintenance
• Procurement
• IT Operations
• Leadership
• Microsoft Exchange
• Budget Control