1. Page 2 – Roland Martinez www.linkedin.com/in/xrolandm
Roland Martinez
20702 La Cote  Spring, Texas 77388
281.507.5877  xrolandm@hotmail.com
OBJECTIVE/SUMMARY – Service Desk Manager
A results-focused Information Technology Professional with over 20 years of experience in diverse IT
workenvironments. Recognizedasastrategicleader who can manage technical and project roles from
end-to-end. Projects included analyzing trends, ticket reduction, identifying anomalies, problem
resolution,headcountreduction,consumption,KPIstudies. Demonstratedabilitytorapidlyacquire new
technical expertise toutilize andapplycutting-edge technologytostreamlineandimprove processtime.
Possessstrongworkingknowledge of Root Cause, Incident, Service and Problem ticket categories (ITIL
Methodology). Possess excellent analytic, communication, collaboration and interpersonal skills.
 Report Specialist  Sharepoint Admin  SAP ERP
 MS Excel/Pivot Tables/Vlookup  Data mining  ITILv1 Methodology
 Change Management  Remedy/HPSC Ticket System  PPT, Word, SharePoint
EDUCATION
 BS in Management2012 and AAS in ComputerScience
 Microsoft- MCP, MCSE, MCDBA, MC ID: 2656091
PROFESSIONAL EXPERIENCE
NABORS CORPORATE SERVICES, HOUSTON, TX 04/2013 – 04/2015
Enterprise Service Manager/ Data Analyst
Managed 20+ Technical Analyst (scheduled,trained,mentored) 24 x 7 Global Support, 30K Users. Techs
rolesincludedDesktop, Helpdeskand NOC(Networkmonitoring-Solar Winds). Maintained policies and
procedures (SharePoint) regarding Help Desk work flow on how problems are identified, received,
documented,distributed,andcorrected. Evaluate new information systems products, tools or services
that can automate and improve IT operations. Serve as a liaison between IT and Business Units.
Additional Duties (Data Analytics):
 Utilize TOAD/SQLstatements andMSExcel Pivottable/macros forattaindatafor analysis/reporting
 Extractedraw data (tickets) andmassagedinto easy todisseminate presentations toDirectors/CEO
 Weeklydistributionof Metricshelpidentifycostsavings,strategical improvements,andreductions
 Identifiedproblemsand recommended solutions basedonKPIs tokeepSLAswithinagreedterm
 Coordinate andharmonize withPMOandBRM (Bus.Rel.Mgr) of new applicationfeature/upgrades
 ConductWeeklyChange Management Meetings to proactively reduce impact to the environment
BAKER HUGHES, HOUSTON, TX (KELLY SERVICES) 04/2011 – 04/2013
SAP Application Support / SAP Security
Provided SAP and Security Tier 2 Support for NetWeaver and other in-house written applications
(primary application HSE-Odyssey).Troubleshootapplication issues and provision employees based on
required SAP access roles. Utilized various SAP Security TCODs to accomplish daily task.
 Assist in implementation of SAP GRC 10.1 into workflow of SAP Provisioning
 Onboarding new applications, requirements gathering, and documentation
 Updated Online documentation and SharePoint for L1 / L2 knowledge

2. Page 2 – Roland Martinez www.linkedin.com/in/xrolandm
HEWLETT PACKARD,HOUSTON,TX 1997 – 2010
SAP Basis Analyst (2008 – 2010)
AppliedSupportPacks,SPAM,SAINT,R/3installations,kernel upgrades,performance turningand
troubleshooting. Planandexecute SAPR/3release maintenance,systemrefreshesandupgrades.
Configure RFCandoutputdevicesusingSPAD,Spool managementactivitiesusingSP01.
 Monitorof systemsSRM,MDM, MOC MDG, APO,LiveCache viaCCMSbasedalerts.
 SAP - SolutionManagertoresolve andmanage issuesinaLarge Scale environment.
 Work withGlobal virtual teamtosupportFollow the Sunmodel.
System Analyst- Supervisor (1999 – 2008 Promotion)
Supervised up to 15 L2 Analyst to support Internal Production Systems - Windows and Unix platforms.
Supportedfive disciplines - SAP,Oracle,MS-SQL,UNIXandW2K/NT to ensure toworkflow of production
was kepttoa minimum. Attendedmeeting to ensure goals and trends are at expected levels. Present
metrics/graphsdisplayingincreasedefficiencies,trendsandticket reduction efforts. Prioritize business
and mission critical issues during outages.
 Migrated L2 Processes to Costa Rica staff – dissemble team duties to offshore
Technical Duties
 Monitored Server processes, SQL tables size, IIS services, and worked with AD to Resolve issues.
 Tasks included understanding of Network Topologies, and use of Network/Unix commands.
 Tracked, monitor, diagnose, repair or escalate issues utilizing various HP Tools – Insight Manager.
Change Management Manager (1997 – 1999 Promotion)
Onboard IT organizations to the benefits of organized and controlled implementation and changes.
Workedwithkeystakeholderstoidentifygapsandapplystructured change management methodology
to changesinthe IT environment. UtilizedRemedyTicket Change tickets to monitor, forecast, and audit
changes.Conducted Weekly CABmeetings for approval and awareness of changes to the environment
to various levels of Management including the CIO.
 Implement relatively new Change Management department
 Wrote documents and procedures for Change Management processes and flowcharts.
 Utilized query skills to extract Change Tickets (Remedy) into Excel then PowerPoint
 Conducted Weekly Global Meetings (Europe/Asia) for data requirements (change tickets)
 Conducted training sessions to increase awareness of the Change Process.
M.D. ANDERSON CANCER HOSPITAL, HOUSTON, TX 1990 – 1997
Change Management (1995-1997 Promotion)
 Implemented company’s first Change Management process.
 Coordinatedproductionchangesamongusers,programmersandtechnical departments.
 Monitorand auditall programs change made to productionsystemusingCA-Panvalet/Panexec.
 Increase visibility of production changes to reduce negative impact of production workflow.
MVS Computer Operator (1990-1995)
Self-Assessment – I am a highly and self-motivated individual that enjoys challenges and excels
at opportunities. I am creative and resourceful. The topmost quality I possess is to motivate
others to succeed and remain calm and positive.
Hobbies: 5/10K Running, Golf, Tennis