MARC JOSEPH VARGAS
Angono
Summary
Dedicated IT professional committed to enhancing user experience through effective problem resolution. Collaborates with cross-functional teams to improve service processes and client interactions. Implements innovative solutions to streamline operations and drive continuous improvement.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Support Engineer
Factset Philippines Inc.
Taguig, Philippines
09.2025 - Current
- Provided technical and functional support for the FactSet Order Management System (OMS), assisting global clients in resolving application issues, and ensuring smooth daily operations.
- Investigated and troubleshoot incidents related to trade lifecycle, order routing, and portfolio management workflows.
- Analysed logs, system data, and client reports to identify root causes and implement effective solutions.
- Monitored system performance and ensured timely resolution of service requests within SLA targets.
- Documented incidents, solutions, and best practices in knowledge base articles for continuous improvement.
- Delivered excellent client service by maintaining clear communication, and providing regular updates on issue status.
L2 IT Service Desk
Nidec Motors Philippines
Mandaluyong City
01.2020 - Current
- Resolved complex technical issues for end-users, enhancing overall satisfaction and productivity.
- Managed ServiceNow ticket lifecycle, ensuring timely updates and resolutions.
- Provided support for O365, Azure Microsoft, Citrix, and network troubleshooting.
- Collaborated with cross-functional teams to streamline IT processes and improve service delivery.
- Conducted training sessions for junior staff on troubleshooting methodologies and tools.
Desktop Support Engineer
Prime@Technologies Specialist Inc
Mandaluyong City
01.2019 - 01.2020
- Diagnosed hardware and software problems, performed troubleshooting steps to resolve issues.
- Performed system updates, upgrades and maintenance tasks on Windows-based systems.
- Provided technical assistance to users in person, over the phone and via remote access tools.
- Maintained inventory records for all hardware assets deployed across the organization's sites.
Education
Bachelor's Degree - Information Technology
STI Colleges Ortigas-Cainta
Cainta Rizal01-2019
Highschool (Completed) -
Christ the King College of
Angono01-2015
Skills
- Citrix and Ivanti management
- Technical troubleshooting
- ServiceNow ticketing
- O365 administration
- Network troubleshooting
- Azure management
- SQL Server management
- Microsoft PowerShell
- Salesforce Ticketing System
- Application support
Certification
- ITIL v4 Certification in IT Service Management
- CompTIA A+ Training
References
Ralph Malapitan, +63 926 761 7771
Timeline
Client Support Engineer
Factset Philippines Inc.
09.2025 - Current
L2 IT Service Desk
Nidec Motors Philippines
01.2020 - Current
Desktop Support Engineer
Prime@Technologies Specialist Inc
01.2019 - 01.2020
Bachelor's Degree - Information Technology
STI Colleges Ortigas-Cainta
Highschool (Completed) -
Christ the King College of