Martin J.
Mid-Level Training Supervisor
Open to offersNew to PlatformAbout
Martin J. has an extensive background as a Front Line Manager with a rich experience in technical support and team leadership roles. Having served at NTT Docomo Intertouch, Martin advanced from Technical Support to Level 2 positions, gaining expertise in LAN/WAN networking and operational management. His role at Xerox Business Solution further honed his abilities in IT Helpdesk support, where he provided critical IT services. At Genpact Services, he transitioned through integral roles such as Total Case Management, Process Coach, and Process Trainer, focusing on incident management, coaching, and process improvement within the IT Helpdesk domain. Martin's current position as a Training Supervisor/Team Lead at Genpact emphasizes his leadership and organizational development skills, where he manages a team of 25 processors. He also contributes at Peacey Systems LLC as an Admin Resource, optimizing executive reports and enhancing project efficiency. His strong foundation in communication, time management, and technical adaptability has been a cornerstone of his career.
Experience
Associate Theft Investigator
Panoptyc · 2024 — 2025Conducted video investigations and analyses of theft incidents in self-service stores. Classified video feeds and interpreted incidents from recorded footage while performing various administrative tasks.Admin Resource
Peacey Systems LLC · 2025 — PresentAssisted in project tracking and management using tools like Asana, Trello, or Jira. Managed digital files and updated systems while handling expense reports and purchase orders. Acted as the primary administrative resource across departments, optimizing reports to save productivity.Training Supervisor / Team Lead
Genpact Services LCC · 2018 — PresentCoordinated the design and evaluation of organizational development and training programs. Ensured the accuracy of research in training content development for both online and classroom formats. Supervised a team of 25 processors to ensure high-quality client service.Process Trainer
Genpact Services LCC · 2016 — 2017Facilitated training sessions across various methods for both new hires and tenured participants. Developed training documentation and maintained an up-to-date learning repository in collaboration with the training team.Total Case Management and Continuous Improvement
Genpact Services LCC · 2015 — 2016Ensured adherence to the incident management process across all IT teams for every incident. Focused on developing and maintaining the major incident procedures. Monitored the incident management process's efficiency and suggested areas for enhancement.Process Coach, QA Analyst
Genpact Services LCC · 2016 — 2016Monitored calls to evaluate agents' performance and provided coaching and mentoring to ensure compliance with established standards. Oversaw the quality improvement process of call evaluations and agent metrics.IT Helpdesk
Genpact Services LCC · 2014 — 2015Provided IT assistance to callers for all devices within the helpdesk's purview. Managed and documented user-reported problems, ensuring a positive customer experience. Supplied technical assistance and resolved issues related to computer systems and software.Level 2 Technical Support
NTT Docomo Intertouch · 2009 — 2013Handled escalated concerns from Technical Support Representatives. Engaged with LAN/WAN networking, CISCO routers and switches, VPN, and utilized SUSE Linux along with various Windows operating systems for troubleshooting and maintenance. Collaborated with the NOC Team and IT managers regarding IT support-related issues.IT Helpdesk
ACS Xerox Business Solution · 2013 — 2013Delivered accurate IT service support for AETNA clients. Diagnosed and resolved technical hardware and software issues while tracking problem requests and documenting solutions. Adhered to standard help desk procedures and maintained updated system information.Technical Support
NTT Docomo Intertouch · 2008 — 2009Provided immediate specialist assistance to facilitate user connectivity to the company's server. Managed daily customer activities while tracking call volumes to ensure timely service delivery and foster strong customer relationships.
Skills & Expertise
Education
- Bachelor of Science in Computer EngineeringAMA Computer College Las Piñas City · 2003 — 2007
- Bachelor of Science in Industrial TechnologyDe La Salle University – Dasmariñas · 2000 — 2002
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