Socrates U Munoz Martinez
Winnipeg,MB
Summary
Detail-oriented IT generalist with extensive experience providing technical support and leading teams in fast-paced environments. Skilled in troubleshooting hardware, software, and network issues across Windows, ChromeOS, and macOS platforms. Proficient in managing IT asset inventories with Jira Assets, and monitoring system compliance through Splunk. Experienced in deploying and configuring workstations, coordinating software updates, and guiding users through VPN setup and remote access.
Demonstrated leadership as a Team Leader and Subject Matter Expert (SME), mentoring colleagues, driving process improvements, and enhancing team performance. Strong collaborator with cross-functional teams, committed to delivering exceptional user support, and continuous service improvement.
Overview
17
17
years of professional experience
Work History
IT Generalist
IntouchCX
Winnipeg, Manitoba
11.2024 - Current
- Provide end-user technical support to frontline, HR, and corporate staff for hardware, software, and connectivity issues across Windows, ChromeOS, and Mac environments.
- Manage IT asset lifecycle activities, including deployment, inventory updates, reassignment, and recovery, using Jira Assets, ensuring accurate and up-to-date asset records.
- Prepare, configure, and ship workstations and peripheral equipment to on-site and remote new hires; conduct functional tests, and readiness checks prior to delivery.
- Onboard new employees in group sessions (25+ users), providing technical guidance on first-time setup, basic tool usage, and secure connectivity to the corporate VPN using Duo MFA methods.
- Utilize Splunk to monitor system compliance and identify machines missing critical Windows 11 updates, escalating and resolving issues proactively.
- Support software installation, patching, and update inquiries in coordination with IT infrastructure, and security teams.
- Document technical procedures and contribute to the internal knowledge base, supporting service continuity and a consistent user experience.
Subject Matter Expert
IntouchCX
Winnipeg, Manitoba
02.2024 - 11.2024
- Acted as SME providing second-level support and guidance to frontline agents on complex technical and customer service issues.
- Maintained strict confidentiality while handling sensitive customer and internal information, adhering to data privacy, and compliance standards.
- Delivered empathetic, solution-focused support to internal staff, modeling best practices for issue resolution and customer interactions.
- Conducted one-on-one coaching sessions and team huddles to transfer knowledge and improve the handling of high-complexity cases.
- Identified recurring issues and collaborated with team leads to escalate or document process improvements.
Team Leader
IntouchCX
Winnipeg, Manitoba
06.2023 - 02.2024
- Supervised the performance of over 20 customer service agents, monitoring daily, weekly, and monthly service metrics to ensure team alignment with quality and productivity targets.
- Conducted regular quality assurance reviews across chat, email, and phone channels to assess service delivery and compliance with internal standards.
- Provided actionable, personalized coaching and performance feedback based on QA findings, fostering individual development and team growth.
- Identified performance trends and recurring service gaps, leading to the implementation of targeted improvement strategies.
- Supported new hire integration by mentoring junior agents, and reinforcing adherence to customer service protocols and escalation procedures.
- Promoted a culture of accountability, continuous improvement, and peer support, contributing to team collaboration, and service excellence.
Customer Service Representative
IntouchCX
Winnipeg, Manitoba
02.2023 - 06.2023
- Delivered frontline support through inbound calls, live chat, email, and outbound follow-ups, ensuring timely and accurate resolution of customer inquiries.
- Troubleshot customer issues across multiple platforms, with a focus on empathy, clarity, and first-contact resolution.
- Provided peer-to-peer support by sharing best practices and procedural knowledge with colleagues, contributing to a more consistent customer experience.
Operations Manager
Concentrix
San Salvador, El Salvador
03.2022 - 11.2022
- Led strategic initiatives to streamline the onboarding process for new hires, resulting in improved ramp-up times, operational efficiency, and team readiness.
- Coordinated cross-functional efforts involving training, IT provisioning, and HR processes to ensure the seamless integration of new employees.
- Applied agile looping techniques and basic project management principles to introduce continuous improvement cycles within team operations.
- Fostered a collaborative and feedback-driven culture, resulting in sustained gains in productivity and morale across departments.
SME Team Leader
Concentrix
San Salvador, El Salvador
04.2021 - 03.2022
- Successfully led the onboarding, training, and integration of new hires, ensuring seamless transitions into operational roles through structured learning paths and mentorship.
- Developed and maintained a recruitment and onboarding pipeline, including training schedules, instructional materials, and support documentation.
- Coordinated training logistics and content delivery for new agents and support staff, ensuring alignment with business goals and service standards.
- Collaborated with quality assurance and operations teams to evaluate training effectiveness, and continuously refine content and delivery methods.
- Promoted as a direct result of impactful coaching strategies, and consistently high team performance.
Team Leader, Sales Operations
Concentrix
San Salvador, El Salvador
10.2013 - 04.2021
- Led the onboarding and upskilling of 20+ team members transitioning from customer service to sales roles, equipping them with the tools and knowledge required for success in a revenue-driven environment.
- Designed and delivered comprehensive training materials focused on communication, product knowledge, customer engagement, and objection handling.
- Conducted individualized and group coaching sessions to improve sales performance, customer experience, and conversion rates.
Help Desk Support Specialist
Concentrix
San Salvador, El Salvador
07.2009 - 10.2013
- Provided technical help desk support to residential and business customers for internet connectivity, email configuration (SOHO), and computer-related issues across multiple operating systems.
- Troubleshot and resolved network connectivity issues, modem/router setups, DNS problems, and device configuration to ensure uninterrupted internet service.
- Acted as a Subject Matter Expert (SME) for the support team, offering real-time guidance and escalation assistance for frontline agents handling complex technical issues.
- Developed internal documentation and walkthroughs to help agents quickly resolve common issues related to connectivity, software glitches, and user configurations.
- Ensured accurate ticket documentation and resolution tracking using internal systems and knowledge bases.
Technical Support Representative
Concentrix
San Salvador, El Salvador
01.2009 - 07.2009
- Delivered frontline technical support via phone and email for home and business internet customers, ensuring proper setup and troubleshooting of network connectivity, modems, and routers.
- Supported customers with basic software and hardware diagnostics for smart devices, helping to identify service interruptions, slow connectivity, and account-related issues.
- Documented customer interactions and troubleshooting steps in the internal ticketing system, contributing to service consistency and resolution tracking.
Education
Bachelor of Arts - Business Administration
Bircham International University
Madrid, Spain11-2016
High School Diploma -
Instituto Emiliani
San Salvador, El Salvador11-2000
Skills
- Customer service excellence
- Technical communication and support
- Analytical thinking and troubleshooting
- Conflict resolution and de-escalation
- Team leadership and peer coaching
- Process improvement and documentation
- Attention to detail
- Cross-functional collaboration
- Adaptability and cultural sensitivity
- Organizational and time management skills
- Quality assurance
- Trend analysis
- Problem-solving
- MS office
Timeline
IT Generalist
IntouchCX
11.2024 - Current
Subject Matter Expert
IntouchCX
02.2024 - 11.2024
Team Leader
IntouchCX
06.2023 - 02.2024
Customer Service Representative
IntouchCX
02.2023 - 06.2023
Operations Manager
Concentrix
03.2022 - 11.2022
SME Team Leader
Concentrix
04.2021 - 03.2022
Team Leader, Sales Operations
Concentrix
10.2013 - 04.2021
Help Desk Support Specialist
Concentrix
07.2009 - 10.2013
Technical Support Representative
Concentrix
01.2009 - 07.2009
Bachelor of Arts - Business Administration
Bircham International University
High School Diploma -
Instituto Emiliani
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