Summary
Overview
Work History
Education
Skills
Timeline
Generic
John Mark Reyes

John Mark Reyes

ITSM
Taguig, Metro Manila

Summary

Enthusiastic Process Lead with a year of experience working with Rise with SAP. Adept at critical problem solving and knowledgeable about ITSM. Successful at developing training plans and supplementary materials to help service desk excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.

Overview

6
6
years of professional experience
4
4
years of post-secondary education

Work History

Service Process Lead

Fujitsu
09.2023 - Current
  • Conducted root cause analysis, facilitating prompt resolutions to production-related issues or bottlenecks.
  • Mentored junior team members, providing guidance on best practices and contributing to their professional development.
  • Evaluated process performance metrics, identifying areas requiring improvement or optimization for increased efficiency.
  • Monitored tool use and performed repairs.

IT Help Desk Agent

Unisys
02.2023 - 08.2023
  • Installed and set up applications for clients, including anti-virus software and Microsoft office
  • Asked customers targeted questions throughout troubleshooting to determine smart solutions
  • Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations
  • Provided clear and concise step-by-step technical support to guide clients

Email Technical Support

Acquire BPO
06.2020 - 02.2023
  • Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
  • Assisted customers with product troubleshooting and provided relevant solutions to ensure their needs were met.
  • Assisted in reducing response times by creating pre-written responses for frequently asked questions from customers.
  • Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.


Technical Support Level 2

Sitel
04.2018 - 02.2019
  • Ensured that all critical issues were documented and escalated appropriately, leading to a more efficient resolution process.
  • Boosted first-call resolution rates by proactively addressing potential future issues during initial customer interactions.
  • Enhanced customer satisfaction by providing timely technical support for fiber network issues.
  • Performed troubleshooting and equipment testing to identify and correct problems end to end and network-wide.

Education

Bachelor of Science - Marine Transportation

PMI Colleges
Quezon City
06.2010 - 03.2011

High School Diploma -

San Juan National High School
San Juan, Metro Manila, Philippines
06.2006 - 03.2010

Skills

Zendesk

Application installation

Troubleshooting proficiency

Technical documents comprehension

Zabbix Monitoring

Active Directory

Printer and Drive Mapping

Multi-factor Authentication

Virtual Private Network

Google Workspace

Service Now Management (ITSM)

Microsoft Azure AZ 900 Certified

Azure Cloud Services

FRUN monitoring

Microsoft 365

Timeline

Service Process Lead

Fujitsu
09.2023 - Current

IT Help Desk Agent

Unisys
02.2023 - 08.2023

Email Technical Support

Acquire BPO
06.2020 - 02.2023

Technical Support Level 2

Sitel
04.2018 - 02.2019

Bachelor of Science - Marine Transportation

PMI Colleges
06.2010 - 03.2011

High School Diploma -

San Juan National High School
06.2006 - 03.2010
John Mark ReyesITSM