Brief Introduction

Mark has accumulated a wealth of experience in the IT support field, showcasing his skills in diagnosing and resolving technical issues across various roles. At VXI Global Solutions, Inc., he served as a Technical Support Representative, adept at identifying and escalating faults related to television and internet services for Comcast. Subsequently, at Atos Information Technology, Inc., he functioned as an IT Service Desk Analyst, providing support via voice, chat, and email, while also contributing to ticket management and knowledge base articles. In his most recent role as a Senior Service Desk Analyst at HCL Technologies Philippines, Inc., Mark demonstrated proficiency in providing both first and second-level support, troubleshooting hardware and software issues, and offering technical guidance to users facing complex system challenges.

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Skillset

• 4 years of relevant experience
• software troubleshooting
• Account management
• mobile device management
• Account provisioning
• ticketing systems
• technical support
• technical analysis
• Hardware Troubleshooting
• Troubleshooting
• Service Requests
• Microsoft Office 365
• Working Independently
• Active Directory
• Mainframe
• Remote Desktop
• ServiceNow

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Work Experience

• Senior Service Desk Analyst

  Dec 2021 - Jan 2024

  
  
  • Provide first and second level of support to users via different channels. Respond to IT support requests. Maintain IT documentation including network and user details. Troubleshoot hardware and software issues. Perform remote troubleshooting. Monitor phone queues while attending to unresolved tickets. Escalate tickets to appropriate resolver teams. Provide complex and unique technical troubleshooting. Serve as a Technical Advisor to users with complex systems issues by resolving or conferring with technical personnel. Reason for leaving: Seeking greener pastures
  
  

• IT Service Desk Analyst

  Jan 2021 - Sep 2021

  
  
  • Provide first level of support to users via voice, chat, and email. Create Intake, Incident, and Service request tickets. Run daily reports, identify any special requests, and ensure report accuracy. Troubleshoot hardware, software, and network operating issues over the phone. Contribute to knowledge base articles. Reason for leaving: Contractual role
  
  

• Technical Support Representative

  Apr 2019 - Jul 2020

  
  
  • Identify issues with users' televisions and internet via screen share and provided tools. Diagnose and escalate faults. Engage in hardcore billing and selling of LOB's of Comcast.
  
  

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Education

• Degree: Bachelor of Technology Major

  Major: Duration: Jan 2015 - Jan 2019