System Administrator Service Desk

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Mark Jason Tojos

**************@*****.*** +639********* https://www.linkedin.com/in/mark-jason-tojos-856472156/ SUMMARY

Results-driven and highly accomplished System Administrator with a proven track record of success in Managed service provider. A strategic thinker and effective problem-solver, I bring 9 years of experience. My expertise lies in excellent work ethics and determination, and I am recognized for delivering impactful solutions that drive organizational growth and improve operational efficiency. EXPERIENCE

Deployment Technician

Scalable OS Corporation January 2023 - Present, Makati, Philippines Deploying and configuring windows update features to all computers managed by Centaris. Deploying and managing server systems and workstations, including setting up virtual machines, managing storage and ensuring server security. Implementing security measures and ensuring that deployed systems are properly protected against potential threats. Team planning and coordinating with other teams, creating deployment schedules and reporting progress.

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Configured and deployed over 550 systems, improved system uptime to 99%, performed over 200 proactive maintenance tasks, and successfully migrated all company data to a single environment.

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Desktop Support Engineer (SMRT Corporation Pte Ltd.) Jobline Resources PTE LTD. May 2018 - May 2019, Bishan, Singapore Maintenance of desktops, laptops, phones, printers, peripherals, and mobile devices - Windows and Apple Platforms. Support in person for VIPs such as Chairman and Directors of SMRT Corporation. Maintain hardware inventory at assigned locations. Provision new users with hardware, software, and account setup. Provide in person and onsite support for multiple locations, if required. Troubleshoot and resolve a variety of technical problems. Work with hardware/software vendors, whenever required. Handles asset management of SMRT Corporation. Involved in client platform implementation/upgrade projects.

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Accelerated resolution of hardware/software related issues by 50%, streamlined software provisioning and asset management procedures for new users resulting in a 25% reduction in time spent, enabled 24/7 onsite support for strategic clients within high uptime parameters.

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Senior Service Desk Analyst (GBSC - ICT)

Crawford & Company Broadspire Philippines Inc. August 2016 - May 2018, Taguig, Philippines Respond to requests for technical assistance in person, via phone, electronically. Diagnose and resolve technical hardware and software issues. Research questions using available information resources. Advise users on appropriate action. Follow standard help desk procedures. Log all help desk interactions using in-house Samanage / Service Now ticketing system. Administer help desk software, Especially Acronis backup servers to all regional AU offices. Redirect problems to correct resource. Identify and escalate situations requiring urgent attention. Track and route problems and requests and document resolutions. Prepare activity reports. Inform management of recurring problems. Stay current with system information, changes, and updates. Maintain and check Sophos enterprise console.

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Achieved a 90% first call resolution rate when troubleshooting incidents, with an average time to resolution of one hour, and significantly increased customer satisfaction with the support function.

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Senior Service Desk Engineer (HIBU)

Quess Co. (Magna-Ikya Info Tech) December 2015 - July 2016, Makati, Philippines The first point of contact for Hibu employees is to report issues and faults relating to their service. Providing first time resolution that will be achieved by troubleshooting, diagnosing, and resolving problems at the first point of contact and/or escalating the fault to the correct support unit and specialist teams to investigate and resolve. Taking ownership of faults and managing them in a logical and methodical manner. Correctly logging incidents and faults, categorizing, and prioritizing them in line with team procedures and ensuring all issues are progressed

& cleared within SLA – escalating to other internal and external teams as appropriate. Identify and escalate repeat issues or service risks to service management teams and Sharing knowledge with team colleagues.

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Increased the ticket resolution rate by 30% and achieved Service Level Agreements (SLAs) target uptime of 99.92% over a period of 12 months. Resolved 94% of cases within 30 minutes to the user’s satisfaction, and successfully closed 95% of support cases with first contact resolution.

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Senior IT Analyst (UBS-AG)

Cognizant Technology Solutions December 2013 - August 2015, Taguig, Philippines Supporting UBS employees to their raised issue and concern till resolution. Creating tickets with each call and escalating to correct department for further and necessary support. Checking organizational business unit of the UBS employee and providing efficient and accurate resolution. Supporting EMEA region and proficient in Active Directory using Service Now (SNOW) ticketing system for internal UBS system. Experience in VPN, MS office, computer, and networking. knowledge in computer software/hardware and other network devices such as modems and routers. Strong background in Remote assistance/admin, N fuse, Citrix and GoTo Assist.

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Responded to 350+ employee inquiries and requests daily, resulting in resolution of 80% of issues within 48 hours of ticket creation, reducing customer unavailability due to IT-related issues by 25%. Utilized Service Now (SNOW) ticketing system to track and manage progress of all IT issues, making work processes more efficient. Experienced in.

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Tier – 2 Technical Support (Belkin)

PCCW Teleservices April 2011 - July 2012, Pasig, Philippines The owner of Level-2 escalated customer raised issue till resolution. Processing RMA or replacement of Belkin devices. Analyze and resolve issues and support Level 1 team. Tracking of escalated calls of Level 1 per team and tracking log in/out of agent’s time. Coaching level 1 if there are any gaps, issues, or concerns to level 1 technical support. Assigned for callbacks to ensure every escalation is answered and customer service satisfaction.

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Utilized workflow and incident management tools to provide resolution in critical customer situations, resulting in an 85% reduction in resolution time and a 90% customer satisfaction rate.

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Account Supervisor (Team Lead)

Global Sky Inc. March 2007 - November 2010, Pasig, Philippines Manage the day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards, and sales targets, to develop the team to ensure delivery of consistently superior customer experience by highly knowledge and customer-focused agents and to act as the communication conduit between front liners and management. To offer creative solutions. Delivery and reporting of team sales, performance, and schedule adherence. Call monitoring and maintaining service level adherence. Conducting performance appraisal for each member of the team. Compiling reports on team performance and client feedback. Reporting of weekly performance and call reports and submitted to operations manager.

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Enhanced team operational standards and efficiencies by 15%, improved team performance and customer service ratings by 20%, increased sales growth by 27%.

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Network and Remote Administrator

CAMSYS Internet Laboratories Co. May 2006 - May 2007, Pasay, Philippines

• Monitor and maintain servers, workstations, and network devices and check for backup start and completion status. Check events and web logs for problems. Develop / maintain scripts or processes to automate tasks on a as needed basis. Monitor and maintain domain name settings and configurations monthly. Manage users, access, and security on as needed basis and manage emails, ftp, and websites as required. Setup new servers, workstations, routers, and networks on a needed basis (only tasks that can be performed remotely) Perform OS, application, and driver updates as required. Troubleshoot and implement solutions for various system and network issues as required. Receiving calls from the US using VoIP’s. Maintaining shopping carts if they are working properly. Verifying online orders made by the customers. Maintaining domains and IP servers if it is pulling up and working properly. Searching and signing up dedicated servers and web hosting for the use of the client.

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Reduced network downtime by 20% by regularly monitoring servers and proactively identifying and resolving potential issues, and created scripting and automation processes to improve system efficiency by 17%.

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Operations Manager

JRCA Interventures Inc. June 2001 - April 2006, Cavite, Philippines Handling all status reports of company’s daily operations. Supervise all the employees in their daily tasks and their responsibilities. Checking and verifying all employees’ work and daily tasks accurately and correctly. Maintaining the company’s server IP’s and web page are all pulling up and working. The role includes monitoring and action daily correspondence received in the email boxes. Convert a broad range of material into HTML for publication on Internet/Intranet sites. Working extensively in the Microsoft Suite of programs including Microsoft Front Page 2002, Content Management Server and Outlook, and HTML authoring tools.

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Computer and Printer Attendant

Equitable PCI Bank (Main Office) December 2000 - May 2001, Makati, Philippines Checking and splicing all the transaction reports that are being printed. Encoding all the important files and reports received from all the branches nationwide. Printing of reports.

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EDUCATION

Diploma Course in System Design and Programming

Minor in Computer Science • AMA Telecommunications and Learning Center • Cubao, Philippines • 1996

• Awarded Full Scholarship due to Grades

High School

National College of Business and Arts • Cubao, Philippines • 1994

• Passing grades to all Subjects

Elementary

Belarmino Elementary School • Quezon City, Philippines • 1990

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• Passing grades to all Subjects

CERTIFICATIONS

Engineer / Technician

ConnectWise University / Centaris • 2023

• Certified in enhance a professional's credibility, demonstrate expertise in a particular area, and open up career opportunities. TSP’s Cybersecurity Practice Degree

ConnectWise University / Centaris • 2023

Certified in cybersecurity is dynamic. Including security and risk management, asset security, security engineering, communication and network security, identity and access management, security assessment and testing, security operations, and software development security.

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ITIL v3.0

Cognizant Technology Solutions • 2014

Certified a framework of best practices and processes for planning, delivering, and supporting IT services. The goal is to improve efficiency, effectiveness, and the overall quality of IT services.

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Six Sigma Course (Yellow Belt)

Global-Sky Inc. • 2008

• Certified to set of techniques and tools for process improvement. SKILLS

Customer service, Computer literacy, Communication skills, Analysis skills, writing skills, Microsoft excel, Data collection, Software troubleshooting, Microsoft office, Operating systems, VPN, DNS, IT, Microsoft windows server, Maintenance, Computer networking, Active directory, Microsoft word, Help desk, PowerShell, UNIX, Sales.

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