Service Engineer
Resume:
MARK C. RECTO
**** ***** ******, *******, ****** City
Mobile 091********
Email address: adb3q3@r.postjobfree.com / adb3q3@r.postjobfree.com
Objective Seeking a position in life to utilize my skills and abilities and achieve professional growth while being resourceful, innovative and flexible. To add valuable assets to your esteemed organization as an active member.
EDUCATIONAL BACKGROUND
College : Lyceum of the Philippines
Intramuros, Manila
BS Computer Science
Graduated in March 2002
High School : Arellano University [Apolinario Mabini]
Menlo St., Taft Avenue Manila
Graduated in March 1998
EMPLOYMENT RECORD
ASTICOM TECHNOLOGIES
IT Service Desk – February 2018 – January 2020
Manage Ticket handling via OTRS tool for Service desk queue.
Coordinate to site Engineer for equipment status and Trouble shooting performed.
Provide 2nd level of support for site Engineer by providing administration rights in configurations.
Provides admin configuration for both ARUBA and Ruckus Platform such as :
-Bandwidth capping, SSID creation, Profile creation, Modification, Password encryption
STEFANINI - 30th floor, GT Tower Ayala Avenue, Makati City
Support Specialist - August 2015 – February 2018
●Ensure unassigned Web Submits, Incidents and Chat tickets meet the standard Response Time.
●Implementing floor management and Act as the Point of Contact for any technical inquiries
●Proactively engage and reach out to a service desk agent and resolver group to assist in the resolution of the ticket especially if agent is already past the allowable handling time.
●Tracking of significant events such as but not limited to: Login issues, Application issues and outages.
●Responsible for notifying support staff if there is an unplanned outage that affects the Service Delivery
●Responsible for collecting, managing and documenting knowledge, procedures and guidelines
●Responsible in training and giving knowledge updates to the SD
●in charge of any trainees endorsed from training to nesting
●Ticket management such as but not limited to, follow up on pending tickets, assigning unassigned tickets and monitoring of the status of incidents currently assigned to the service desk.
●Monitoring AbsTard rate, over lunch/break and RCA of aux changes vs ticket time stamp of Service Desk.
●Monitor and track hourly SLA. And Responsible on coaching for technical related issues.
STEFANINI - 30th floor, GT Tower Ayala Avenue, Makati City
Service Desk Analyst - November 15, 2013 to August 2015
• Act as a single point of contact for phone calls, chats and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone, chat and email -1st and 2nd line support
• Troubleshooting of IT related problems from software to hardware, such as Blackberrys, iPhone, Laptops, PCs, pocket wifi, Cisco phone and Printers
• Troubleshoot basic network issues such as VPN, local/wireless network, internal/external website and virtual machine connections.
• Escalate unresolved calls to the infrastructure support team -assist user on configuring/ troubleshooting iphone issues.
• Act as backup incident controller that coordinates major incident with the resolver and monitor the issue until it's resolved
• Sending out email follow to the resolver for aged tickets -sending out email notification for updates of high sev tickets.
• Responsible for gathering resolver group on bridge conference and chat conference for high severity issue
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
DOCOMO INTERTOUCH
10th floor, Blk. 19 4th Avenue cor 27th Street, Taguig
Tier 1, Service Desk Associate Representative
July 16, 2012 to August 15, 2013
DELL INTERNATIONAL SERVICES
2nd floor, 1800 Bldg. Eastwood, Libis Quezon City
CB-AR Sr. Account Associate Representative
April 09, 2012 to July 10, 2012
CERTIFICATES
IT Network : August 2019
PC Troubleshooting : August 2019
KCS Candidate Certification : January 2016
Microsoft Windows 10 End User : June 2017
Configure Devices and Disks in Windows 10 : June 2017
First Encounters with Windows 10 : June 2017
MS Windows 10 Supporting Operating Systems : July 2017
Trainer Certification : September 2017
PERSONAL PROFILE
DATE OF BIRTH : June 28, 1981
PLACE OF BIRTH : Makati City
CIVIL STATUS : Married
CITIZENSHIP : Filipino
RELIGION : Catholic
HEIGHT : 5’9
WEIGHT : 151 lbs.
LANGUAGE SPOKEN : Filipino, English
CHARACTER REFERENCES
MR. AARON ALANIS
IT Service Delivery Manager – ASTICOM TECHNOLOGIES Philippines
MR. JEROME ONG
Service Delivery Manager – STEFANINI Philippines
MR. GEORGE GENER RAMOS
Trainer II – STEFANINI Philippines
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