Mark Ronnel G. dela Cruz

**# San Jose Paombong, Bulacan

099********

ad4gi1@r.postjobfree.com

WORK EXPERIENCE

Convergys

• Tech Support (Avaya) – June 10, 2013 to September 19, 2015 International Service Desk – We serve every Avaya customer’s the whole world and in every region. We have 6 ways we do to serve them, we are receiving calls and chats from the business partners and direct customers of Avaya, create tickets for them, raise a parts replacement request for defective products and also we request a dispatch engineer to help them install or repair their product and lastly, we report to them if they have an active alarm on the system. Sykes Asia Inc.

• Tech Support (CenturyLink) - April 13, 2016 to October 5, 2017 Internet Helpdesk - We resolve customer’s internet problems over the phone, we do speed change if necessary then we replace their modem for free if it is under warranty or we give them the address of the nearest store where they can buy a new modem that is supported by CenturyLink. We also schedule them a technician appointment if needed

Ista Solutions Inc.

• Tech Support (Caytan Enterprise) - July 22, 2021 to May 10, 2022 Product Technician - We are technical support for Raspberry Pi and Arduino for a 3rd party vendor and we process invoices and order for their customers. We are using Zendesk, Shopify and an ERP system called GoFlow.

• Tech Support (Digacore) - May 15, 2022 to November 15, 2023 IT Helpdesk - We handled the level 1 support for all the computer problems of 100+ Health Rehab Center that is under the MFA. We create and terminate employee profiles. Make sure that HIPAA is always observed.

EDUCATION

AMA Computer Learning Center, Hiyas Building, McArthur Highway, Capitol Compound, Malolos City, Bulacan. 2010-2012

• Multimedia Technology

Mapua Institute of Technology, Mapúa Institute of Technology Muralla St., Intramuros, Manila 2009-2010

• BS in Computer Engineering (Undergrad)

ADDITIONAL INFORMATION

• Proficient in Microsoft Word, Excel, PowerPoint, HTML, CSS, Basic Java and Basic PHP.

• Extensive knowledge of creative tools like Adobe Photoshop, Adobe Flash, Adobe Dreamweaver

• Fluent in English and Tagalog.

• Basic knowledge of Networking and Technical support. CHARACTER REFERENCES

Available upon request