Hi, I’m
Mark Victor Rodriguez
Summary
Service Desk Engineer with over four years of experience providing exceptional technical support and efficiently resolving software and hardware issues. Proven expertise in collaborating with customers, service providers, and technical support teams to ensure swift resolution of IT incidents, enhancing customer satisfaction and operational efficiency. Strong proficiency in troubleshooting and ticketing systems, consistently addressing complex incidents with effective solutions. Committed to staying updated with the latest industry trends and technologies to continuously improve service delivery and problem-solving capabilities.
Overview
12
years of professional experience
Work History
NEC Asia Pacific Pte Ltd.
IT Service Desk Engineer
02.2024 - Current
Job overview
- Perform basic Level 1 IT support related to domain, desktop, application, and network and escalate issues related to systems, hardware or software issues to level 2 support when required
- Convey troubleshooting steps and information to customers via chat/instant messenger and/or email
- Document all reported incidents and service requests via ticketing system.
- Provide end-user support for government agencies on all their IT issues relating to end-user devices (e.g., desktop/laptop computers, printers, scanners and Smart Phones) and software such as Microsoft Office
- Resolved incidents while adhering to the company's service level agreement standards
NEC Asia Pacific Pte Ltd.
Remote Desktop Engineer
02.2023 - 02.2024
Job overview
- Provide technical support for remote desktop and VPN access to internal resources.
- Deliver regular reports on system performance, capacity, and utilization.
- Develop and maintain system configurations and management processes.
- Collaborated with helpdesk teams to resolve IT issues and meet SLAs.
- Assisted customers in resolving technical issues connected with desktops, laptops, and applications through remote support.
- Worked with clients' networks to discover and rectify remote access software or hardware configuration complications.
- Provided technical support on widely used applications like Windows, Microsoft Office, and multiple other custom applications.
- Responsible in data backup and recovery in the event of disaster.
- Set up network for LAN and WAN.
- Build and manage MS Exchange 2010,2013
- PC Remote access (Team Viewer, Bomgar Beyond Trust)
NEC Asia Pacific Pte Ltd.
IT Service Desk Engineer
03.2019 - 02.2023
Job overview
- Perform basic Level 1 IT support related to domain, desktop, application, and network and escalate issues related to systems, hardware or software issues to level 2 support when required
- Convey troubleshooting steps and information to customers via chat/instant messenger and/or email
- Document all reported incidents and service requests via ticketing system.
- Provide end-user support for government agencies on all their IT issues relating to end-user devices (e.g., desktop/laptop computers, printers, scanners and Smart Phones) and software such as Microsoft Office
- Resolved incidents while adhering to the company's service level agreement standards
Alorica
Customer Retention Specialist
07.2018 - 02.2019
Job overview
- Assisted clients in filling out renewal applications and other documents.
- Strategically provided appropriate resolutions that were optimal solutions for a valued customer base.
- Successfully handled intricate Sirius XM customer complaints related to their products and services.
- Minimized account disconnects through resolution of technical trouble calls, billing issues, outages, and customer dissatisfaction with product and process
National Bureau of Immigration
IT Intern at National Bureau of Immigration
01.2018 - 03.2018
Job overview
- Assist data backup, restoration and Recovery of NBI system
- Assist Lead IT specialist in Software Systems Unit
- Assist in PC/printer/scanner setup and troubleshooting
- Do Biometrics and assisting data capturing of new and old applicants
- Help Desk assistance for software and hardware problems.
- Setup/Configuration of MS Outlook as mail engine
The Results Companies
Customer Service Representative
10.2014 - 04.2016
Job overview
- Restores and troubleshoots deactivated phone numbers and subsequently updates number transfer details in the system
- Resolve immediate escalations to ensure customer satisfaction
- Serve as a liaison between provider, provisioning, internal partners, and end users for porting requests
Expert Global Solutions
Customer Service Representative
06.2014 - 09.2014
Job overview
- Respond to queries from customers / patients / family members and insurance companies over the telephone and through emails
- Obtain necessary patient information such as medical histories and insurance information and ensure that it is properly processed and recorded
- Monitor call status for responses from various departments to ensure that call returns are done in a timely manner
Education
La Consolacion CollegeManila, Philippines
Bachelor of Science from Information Technology
03.2018
Skills
- Remote desktop management and support
- LAN, WAN, VPN, and WLAN management
- Active Directory and Group Policy administration
- Windows Server and Client operating systems
- Strong interpersonal skills, excellent listening, oral and written skills
- Willing to work on a shifting schedule
- Willing to undergo different seminars and trainings to enhance my skills
- Familiar in installing and configuring computer hardware, software, systems, networks, printers and scanners
Timeline
IT Service Desk Engineer
NEC Asia Pacific Pte Ltd.
02.2024 - Current
Remote Desktop Engineer
NEC Asia Pacific Pte Ltd.
02.2023 - 02.2024
IT Service Desk Engineer
NEC Asia Pacific Pte Ltd.
03.2019 - 02.2023
Customer Retention Specialist
Alorica
07.2018 - 02.2019
IT Intern at National Bureau of Immigration
National Bureau of Immigration
01.2018 - 03.2018
Customer Service Representative
The Results Companies
10.2014 - 04.2016
Customer Service Representative
Expert Global Solutions
06.2014 - 09.2014
La Consolacion College
Bachelor of Science from Information Technology