Mark Panizales
IT Support
Panabo City
Summary
Proven IT professional with a robust background in IT infrastructure and security, notably at SK Engineering and Construction Ltd. Excelled in enhancing system reliability and user satisfaction through effective disaster recovery planning and comprehensive technical support. Demonstrated exceptional ability in IT asset management and complaint resolution, ensuring operational excellence and customer loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Lynqcastl Global Opc
Davao City
07.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services, and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating the company website and placing online orders, improving the overall user experience.
IT Supervisor
SK Ecoplant Ltd
Fujairah
06.2019 - 09.2023
- Company Overview: ADNOC M-Project
- Installing and Manage the Servers (DELL/Lenovo), Firewalls, Coreswitches CCTV cameras NVR, PA Speaker, PTT signal (Telo Network), Entrance Turnstile Gate (ZKTeco), Face & Bio-metrics recognition(Suprema) and IP Phone (MITEL) in Operational condition
- Maintain the Smart System Location Tracking System and Entrance Control for Vehicle and Workforce
- Supervise Network cabling, extension, termination and testing inside and outside the tunnel
- Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
- Maintain security, backup, and redundancy strategies Training staff on newly installed hardware and software systems
- Prepare and process the IT Budget, billings and Invoices
- Remote Support of Site users if they Encounter System Issues
- Prepare Daily Working Plan and Implement to the site
- Manage all the IT Equipment Inventory
- ADNOC M-Project
IT Assistant
Doosan Heavy Industries & Construction
Jubail
11.2018 - 06.2019
- Company Overview: ARAMCO Fadhili Project
- Installing, configuring, troubleshooting and maintaining PC-related hardware, and printer
- Monitor & Routine check of the Printer toner quantity of all network printer and IT server room if there is no issue/problem in switches, file server and UPS
- Perform network cabling, termination & testing for the additional temporary office in site area
- Installing and configuration of Ubiquity Nano Station to have an internet connection in Lay down and Site Offices
- Assist personnel with installation, configuration and ongoing usability of system hardware and software
- Install & configure Desktop File servers for each department & have an incremental back daily running
- Daily Monitor the Internet Bandwidth consumption for Office, camp and Client, Wi-Fi user access and CCTV camera views and Back-ups
- Maintained office supplies inventory by checking stock to determine inventory level
- Coordinate with corporate IT to address the un-resolve application issues
- Communicate with third party vendors providing IT services (Suppliers, ISP etc.)
- Prepare and process the IT billings and Invoices
- Make sure the payment is adhere
- Provide excellent technical support to Doosan, Siemens & FPCC clients, over the telephone or remote control software if necessary
- ARAMCO Fadhili Project
IT Assistant
SK Engineering and Construction Ltd
Jazan
02.2015 - 11.2018
- Company Overview: ARAMCO Jazan Project
- Provide diagnostics, troubleshooting, repairs and modifications of Laptops, workstations, printers, Multi function copy machines and fax machines
- Installation of MS O/S( Korean and English), handling making the images of Samsung, Lenovo, HP, DELL, Assembled Desktop, Laptop and HP Workstation for Win7 and third party software and applications
- Installation of Windows 2008 server and raid configuration for HP Servers
- Installation and configuration for Ubiquity Power Bridges and Nano Station wireless device
- Installation and Configuration of AVER CCTV
- Monitor daily the status of the camera display and recording
- Performed disaster recovery operations, including daily data back-ups
- Planned, coordinated, and implemented network security measures
- Ensure that any software modifications made met the company's requirements
- Administer AVAYA Call Manager, with duties ranging from editing, adding and removing phones names and line
- Maintained office supplies inventory by checking stock to determine inventory level
- Prepare the IT billings and Invoices
- Make sure the payment is adhered
- Monitor the Bandwidth consumption by checking the Rocket M5 & Power Bridge wireless devices & PRTG
- Managed user accounts in File server by Adding permissions, and other account information
- Manage multiple servers and Cisco Switches diagnosed network related issues to maintain a stable networking environment
- Communicate with third party vendors providing IT services including Internet Service Providers
- Provide excellent technical support to SK & ARAMCO users, over the telephone, and remote control software
- Provide a high degree of professionalism and user satisfaction
- ARAMCO Jazan Project
IT Assistant
SK Engineering and Construction Ltd
Jubail
07.2012 - 02.2015
- Company Overview: ARAMCO Wasit Project
- Installing, configuring, troubleshooting and maintaining PC-related hardware, Printer, and network equipment
- Monitor & Routine check of the Printer toner quantity of network printer and IT server room if there is no issue/problem in switches, file server and UPS
- Documentation of all user requests and problem resolutions
- Adhere to the Aramco End-user Support Service Levels at all time
- Configuration & Monitor the connectivity of WIMAX Ubiquity Rocket M5 Power bridge and Nano station
- Configuration of MS Outlook 2007 & 2010 email exchange server & Personal Folders (PST) for the users
- Configuration of CVID in the SSO
- Installing DRM and Nexis client
- Set-up, configure, provision and deploy personal computers
- Daily monitor the CCTV recording and back-up
- Perform asset (hardware and software) inventory and equipment retirement
- Handle users' requests for install/move/add/change of PC hardware and software
- Installation of MS O/S( Korean and English), handling making the images of Samsung, Lenovo, HP, DELL, Assembled Desktop, Laptop and HP Workstation for Win7 and third party software and applications
- Assist with end user system updates and monitoring
- Including: Patch management, spyware removal and testing, virus checking, ensuring backup of data files, etc
- Assist with user management
- (Adding, Reserving, Releasing and deleting users from IP Scan Console, deleting the bad address in DHCP Server, working with emails, etc.)
- Provide High degree of professionalism and end user satisfaction and work well with others
- ARAMCO Wasit Project
IT Support
Saudi Catering and Contracting Company
Jubail
07.2010 - 06.2012
- Company Overview: Western Park Hotel
- Installing, configuring, troubleshooting and maintaining PC-related hardware, Printer, network equipment, server, firewall, and router
- Installation of MS O/S (WinXP, WinVista, Win7) and third party software and applications
- Provide the System backup in Avaya IP Phone System, Fiesta Hotel Management System and Mobotix CCTV Camera
- Documentation of all user requests and problem resolutions
- Adhere to the End-user Support Service Levels at all time
- Collaboration/liaises with /client/vendor/other dept
- In solving problems or rolling out new services or applications
- To assist Manager in managing and ensuring that the project is completed within the committed time frame
- To add and set-up local machine users in Western Park domain and domain email addresses using cpanel and configured individual domain email addresses using pop3
- Monitor the Netgear network storage using raid
- Maintain and monitor all CCTV cameras , WIFI / Cabled Internet are working and Provide Standby support to Hotel Guest 24x7
- Western Park Hotel
IT Support
Saudi Catering and Contracting Company
Ras Az Zawr
05.2009 - 05.2010
- Company Overview: ARAMCO Phospate Project
- Perform troubleshooting on hardware, software and repair
- Perform Internal and external network set-up such as LAN, TCP/IP, DNS and Gateways
- Typical WAN set-up, Internet and email access (POP3 / IMAP)
- File and printing sharing, WIFI and HSDPA set-up and configuration
- ADSL modem and Wireless Broadband router configuration
- Configure Microsoft Outlook 2003& 2007 email exchange server
- Assure security and maintain computer Viruses, Worms (Trojans) free environment
- Recommend system upgrades, and other maintenance activities
- Install and configure PC hardware & Software such as PCs, network card, scanners, sound cards, CD- ROM drives, hard disk, memory modules, Microsoft Office, etc
- Manage software licenses and insure legality
- Oversee file management on centralized resource (e.g
- Server) or on individual workstations
- Oversee computer security and antivirus updates etc
- Carry out computer 'housekeeping' tasks
- Provide IT support to computer users within the office
- Logging all IT problems and resolutions
- Liaise with external support company
- Keep inventory of hardware and maintenance records
- ARAMCO Phospate Project
IT Support
Saudi Catering and Contracting Company
Jubail
05.2008 - 05.2009
- Company Overview: ARAMCO Khursaniyah Project
- Ensures inter connectivity of the Systems and Network
- Configuring Internet LAN Proxy settings
- Perform troubleshooting on hardware, operating systems and application
- Install printers both local and network and install standard software's in ARAMCO download centre
- Handled ghost imaging on IBM & DELL desktops PC's and Laptops for hardware and software installations
- Perform support to LAN Administrator to their daily task and supporting to all ARAMCO users
- Make every day IT equipment's inventory report and update all collected data in database
- Configuring Microsoft Outlook 2003 Email Exchange Server and Personal Folders (PST) for the users
- Adding machine a host name to ARAMCO domain
- Manage on adding a user to a power user group and remote desktop group
- ARAMCO Khursaniyah Project
Education
Bachelor of Science - Electronics and Communication Engineering, Communication, Electronics
University Of Immaculate Conception
Davao City, Philippines03.2004
Skills
- Information security policies
- Disaster recovery planning
- IT budgeting
- Hardware maintenance
- IT asset management
- IT infrastructure
- IT procurement
- Technical troubleshooting
- Remote support
- IT documentation
- HelpDesk support
- Network administration
- User training
- System configuration
- Wireless networking
- Printer support
- Complaint resolution
- Technical support
- Microsoft PowerPoint
- Shipping procedures
- Microsoft Office Suite
- Spreadsheets
Personal Information
Driving License: 237475 (UAE)
Languages
- English, Fluent
- Tagalog, Native Speaker
- Arabic, Basic
References
- Mr. Arthur Ojastro, HR Administrator, SK Ecoplant Ltd, Al Rugaylat Rd., Fujairah, UAE, +971 569660253, arthurojastro@skecoplant.com
- Mr. Marjorie Malicsi, Network Engineer, Samsung Engineering, Adax Tower, Abu Dhabi, UAE, +971 505148553, marjo382@outlook.com
Birthday
08/25/82
Phone
+639219688861, +971564560432
Timeline
Customer Service Representative
Lynqcastl Global Opc
07.2024 - Current
IT Supervisor
SK Ecoplant Ltd
06.2019 - 09.2023
IT Assistant
Doosan Heavy Industries & Construction
11.2018 - 06.2019
IT Assistant
SK Engineering and Construction Ltd
02.2015 - 11.2018
IT Assistant
SK Engineering and Construction Ltd
07.2012 - 02.2015
IT Support
Saudi Catering and Contracting Company
07.2010 - 06.2012
IT Support
Saudi Catering and Contracting Company
05.2009 - 05.2010
IT Support
Saudi Catering and Contracting Company
05.2008 - 05.2009
Bachelor of Science - Electronics and Communication Engineering, Communication, Electronics
University Of Immaculate Conception
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