Mark Salcedo

Technical Support Engineer - CRM/Account Admin (1 year 4 months)

Oracle NetSuite

+63-917******* adgrlp@r.postjobfree.com PHP 80,000 Bulacan, Central Luzon

Experience

11 years of total experience

Jul 2019 - Present

(1 year 4 months)

Technical Support Engineer - CRM/Account Admin

Oracle NetSuite National Capital Reg, Philippines

Industry

Computer / Information Technology (Software)

Specialization

IT/Computer - Software

Role

System Analyst

Position Level

Supervisor / 5 Years & Up Experienced Employee

Provides Technical Support for the Customer Relationship Management (CRM) and Account Administration side of the NetSuite Application. Included Functions/Modules are;

Support Management

• Case Management

• Issue Management

• Knowledge Base

• Case Forms/Online Case Forms, Case Workflow, Case Notification, Response Automation, Response Template, etc.

Account Administration

• Roles & Permissions

• Roles Restrictions

• Two-Factor Authentication (FOB)

• Files & File Cabinet

• Full CSV Export

• CSV Import for CRM/SFA and other data

Sales Force Automation

• Activities (Tasks, Events, Phone Calls)

• Calendar

• Opportunities & Estimates

• Partners and Advanced Partners

• Record Management (Contacts, Leads)

• Sales Forecasting

• Setting Up SFA

• Transaction Timeline

• Last Sales Activity (LSA bundle)

• NetSuite Connector for SalesForce

Marketing

• Campaigns

• Marketing Promotions Configuration / Promotion Codes / Advanced Promotions

• Document Templates

• Duplicate Detection / Merge

• Mail Merge

• Marketing Setup

• Online Customer Forms

Knowledge Centered Service (KCS)

• Knowledge Management

• Maintenance and Creation of Knowledge Base Articles

Jun 2014 - Jun 2019

(5 years 1 month)

API Application Support

Validic Philippines

Industry

Consulting (IT, Science, Engineering & Technical)

Specialization

IT/Computer - Software

Role

System Analyst

Position Level

Supervisor / 5 Years & Up Experienced Employee

Monthly Salary

USD 1,350

• Provides Client API Application support to 3rd party Developers and Non Technical Client resources.

• Handles API related admin tasks.

• Contributes to internal Knowledgebase documentations.

• Coordinates with other API systems for integration.

• Performs other Product QA related tasks.

• Coordinates with other teams (Product, Engineering etc) and members for process improvements and creation (Support processes, System Migrations etc).

• Participates in in-house trainings and provides training for new team members.

• Coordinates with Vendors Business POC's for System updates, Issue reports and resolution.

2012 - 2014

(2 years 1 month)

Sr. Service Desk Engr. - SPOC Incident Lifecycle

Fujitsu Weserv

Industry

Call Center / IT-Enabled Services / BPO

Specialization

Technical & Helpdesk Support

Role

IT Support/Helpdesk

Position Level

1-4 Years Experienced Employee

Monthly Salary

PHP 35,000

• Acts as a SPOC (Single Point of Contact) of different Resolver Groups IT Managers with the Service Desk

• Acts as a Liaison regarding Internal IT concerns, Changes and implementations of new processes within the IT Infrastructure to be handled by the Service Desk

• Provides 1st and 2nd level IT Support for End user VIPs through Email and the online ticketing System. Monthly VPN Expiration process, PDA and Mobile Devices.

• Incident Lifecycle Management. Manages open Incidents Service Requests and ensures it is resolved completed within the agreed SLA through Daily Weekly reports generated by the Internal Ticket Reporting site.

Jan 2011 - 2014

(3 years)

Sr. Service Desk Engineer

Fujitsu Weserv

Industry

Consulting (IT, Science, Engineering & Technical)

Specialization

Technical & Helpdesk Support

Role

IT Support/Helpdesk

Position Level

1-4 Years Experienced Employee

Monthly Salary

PHP 28,000

• Provides 1st level and 2nd level IT technical support w/in the corporate environment of Fujitsu America Inc. through Phone and Email support, including online ticket system (SSP)

• Major Incident Management (High Severity Incident Management)

• Outlook Support

• Windows Server 2003 proficient

• Windows and MS Applications support

• PDA Activation (BES, ActiveSync, Good for Enterprise)

• Virtual Private Network

• Handles Infrastructure Ticketing Management process (Ensures SLA is meet)

• Performs Admin Task (Add/Remove of Group policy memberships)

• Creation of conferencing accounts (Audio and Web for Verizon)

• Application support for internal applications.

• Process Onboarding/Offboarding Request (Hires & Terms)

• Coordinate Corporate IT changes/updates with respective teams within the infrastructure department to ensure Service Level is meet

2010 - 2011

(1 year 1 month)

Global Helpdesk Analyst

77 Global Services Inc.

Industry

Consulting (IT, Science, Engineering & Technical)

Specialization

Technical & Helpdesk Support

Role

IT Support/Helpdesk

Position Level

1-4 Years Experienced Employee

Monthly Salary

PHP 24,000

Global Help Desk

77 Global Services Inc.

(JPMorgan Chase & Co.)

Description:

• Deployed as a contingent/consultant to JPMorgan Chase & Co. as part of the Global Helpdesk Analyst Team to provide 1st and 2nd level technical support to the corporate environment.

• Provides support through Calls, Live Chat and Online tickets.

• Windows Server 2003, Novell Client proficient

• Windows and MS applications support

• Outlook/Lotus Notes Support

• Virtual Private Network

• Internal/External application support utilized w/in the organization

• PDA Activation (Blackberry)

• VDI (Virtual Machine) Support

• Mainframe (AS400) Admin

• Incident/Request Ticket Management

• Maintains standard ITIL process

• Coordinates with team members and team leaders by sharing information and

Ideas through meetings to ensure quality service level.

2010 - 2011

(1 year 1 month)

Active Directory Admin

77 Global Services Inc.

Industry

Consulting (IT, Science, Engineering & Technical)

Specialization

IT/Computer - Network/System/Database Admin

Role

Network/System Engineer

Position Level

1-4 Years Experienced Employee

Monthly Salary

PHP 24,000

Active Director Admin

77 Global Services Inc.

(JPMorgan Chase & Co.)

Description:

-Deploys Application, Admin, Hardware, Access for On boarding Employees by completing substantial request for each by following standard policies and procedures.

• Adds Group Policy Memberships on client’s Active Directory Account.

• Troubleshoots Software installation problem for each deployed Membership

• Utilizes admin capabilities to finish additional task presented

2009 - Dec 2009

(1 year)

TSR

Teletech

Industry

Call Center / IT-Enabled Services / BPO

Specialization

IT/Computer - Hardware

Role

Technical Support

Position Level

Fresh Grad / < 1 Year Experienced Employee

Monthly Salary

PHP 16,000

Provides hardware technical support for Logitech products for computer peripherals like mouse, keyboard, speakers, webcams. Both wired and wireless.

Education

2009

PUP

Bachelor's/College Degree in Engineering (Computer/Telecommunication) Philippines

Major

Electronics and Communication

CGPA

80.0 / 100.0

1900

CGPA

0.0 / 100.0

Skills

Advanced

HTML, CSS3, NetSuite

Intermediate

SQL, REST API, ITIL/ITSM, MS Office / Outlook / JIRA / Confluence, Windows OS Troubleshooting, JavaScript

Basic

Ruby On Rails

Languages

Proficiency level: 0 - Poor, 10 - Excellent

Language

Spoken Written

Filipino (Primary)

10 10

English

8 9

Jobstreet English Language Assessment (JELA)

Date Taken

3 Apr 2019

Score

37/40

Additional Info

Expected Salary

PHP 80,000

Preferred Work Location

National Capital Reg, Anywhere in Hong Kong, Australia & New Zealand

Other Information

Character References:

Ben Clark

SVP Client Services at NextGen Healthcare

LinkedIn: https://www.linkedin.com/in/bencl/

Annie Martin

Director Client Services

LinkedIn: https://www.linkedin.com/in/anniemartin2/

Certifications:

HIPAA Awareness

LinkedIn Profile:

https://www.linkedin.com/in/mark-salcedo-3123788b/

About Me

Gender

Male

Age

33 years

Address

Blk. 1 Lt. 15 Eminenza Residences, San Jose Del Monte City, 3023, Bulacan, Central Luzon, Philippines

Nationality

Philippines

Contact this candidate