Jorge Martinez

about

I am an operations and technical support professional with more than three years of experience supporting B2B enterprise accounts, managing SLA-driven service delivery, coordinating vendors, and protecting critical infrastructure uptime. I manage technical onboarding, hardware deployments, incident triage, asset lifecycle tracking, procurement, and account health reporting across portfolios of 50+ clients. My work has helped reduce critical hardware downtime by 22%, improve issue-resolution time by 30%, reduce supply shortages by 30%, and sustain a 97% client retention rate. I use Salesforce, HubSpot, ServiceNow, and Jira to manage tickets, document root-cause analysis, monitor operational performance, and improve service workflows. I bring a cybersecurity and infrastructure-protection perspective to operational work, including IAM, secure network connectivity, NIST-aligned documentation, risk visibility, and incident mitigation. I am fluent in English and Spanish and work effectively across clients, vendors, engineering teams, and leadership.