Mark Tuico

Hybrid | Freelance

Managed Service Provider

· Managed 25 tenancies under UBT.

· Performed ticket triage using the Halo ticketing system.

· Supporting UK, Australia, New Zealand, Caribbean, North America users.

Active Directory

· Onboarded and offboarded users, including account setup and deactivation.

· Edited user account attributes, such as email aliases and profile details.

· Reset user passwords as part of routine support.

Office 365 Administration

· Created and managed SharePoint sites.

· Modified user access permissions and granted necessary access.

· Assigned and managed Office 365 licenses, including procurement via the Ingram Micro Portal.

· Created shared mailboxes and provided user access.

· Activated Online Archives and configured retention policies.

Security Management

· Investigated and reviewed blocked emails, releasing them appropriately via Barracuda.

Intune Device Management

· Enrolled new devices in the Intune portal and resolved sync issues.

End-User Support

· Provided first-level support for client issues, including:Outlook troubleshooting and application installations.

· Handling application requests and approvals.

· Desktop and laptop troubleshooting.

Network and Connectivity Support

· Resolved network-related issues, including VPN troubleshooting.

· Managed remote desktop connections and TeamViewer sessions for remote access.

Additional Technical Expertise

· Proficient in using remote access tools and troubleshooting systems.

· Experienced in handling ticketing systems such as Halo.

Full Time ON site

Active Directory

· Creating / Departing User accounts.

· Pushing Outlook templates/apps to GPO.

· Creating security groups.

· Unlocking and resetting user accounts.

· Providing modify access to Network Drives.

· Editing Attributes in AD.

365 Administration

· Assigning 365 licenses to the users

· Creating Shared mailboxes Assigning read/send as access to the users.

· Blocking Spam emails via Compliance admin

· Creating SharePoint site

· Providing access to SharePoint

· Microsoft Azure - Setting up SSO

· Creating / Assigning Outlook Signatures via CODETWO

Device Management inTunes

· Blocking IMEI number of lost / stolen devices

· Pushing apps via Apple Business Manager

· Assisting users installing Company portal on mobile phones

· Syncing outlook issues on mobile device

· Assisting users setting up MFA on their devices

· Security Whitelisting / approving apps Via Threatlocker

· Whitelisting Website / apps Via MBam Nebula (Malwarebytes Admin)

· Providing access to NX Witness Security Camera

Desktop Troubleshooting

· VPN

· Hardware

· Remote Desktop Troubleshooting

· Printer Troubleshooting

· PO request for New Computers and Peripherals for Clark users

Other Task

· 3CX administration

· Office maps Administration

· Adobe license administration

· AutoCAD license administration

· Bluebeam License administration

· VEAM Back up administration

· UKG Ready Administration

· Requesting Business cards for New starters.

· Acting liaison with Telstra to request new Sim cards and international plans etc.

Seasonal / Project Based - Work from Home Set up

• Create and process all broadband, phone line, wireless orders (New and Existing) accurately and in a timely manner.
• Utilize Local Exchange Carriers (LEC) online systems to process orders, check status and obtain accurate service order completions, monitor order progress with the underlying service provider.
• Responsible for verifying accuracy, provisioning and tracking orders from implementation/delivery to completion.
• Identify telecommuter issues - review/analyze incidents or requests obtained from other internal tech groups and/or 3rd party service providers (ISPs, Telco Carriers etc.).
• Triage and escalate telecommuter issues - analyze/identify the nature and impact of the problem/issue and identify appropriate resources to address the problem/issue, escalate problems/issues to internal subject matter experts or vendor, as appropriate.
• Correlate multiple events to facilitate issue identification (e.g., due to recent changes), ensure that escalated incidents are documented, resolved and closed as needed.

Seasonal / Project Based

• Effectively act as the liaison between our users, vendors and the application development teams; assisting Salesforce administrators on skillset across organizations
• Knowledgeable with Customer Communities/ Experience Cloud & Einstein Analytics ; handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
• Coordinate the evaluation, scope and completion of new development requests; work with our institutional management team to establish suitable processes to support administrative, development, and change management activities

Full Time - Hybrid

365 configurations

• Asking approval from SharePoint owner to give access to user.
• Troubleshooting outlook desktop if user cannot send / received emails.
• Asking approval from DL owners to add member.
• Adding users to DL via active directory.
• Troubleshooting One Drive Sync issues.
• Handling termination tickets.

Device management via Intunes and Azure.

• Asking approval for Mobile plan stipend.
• Blocking IMEI number of lost / stolen devices.
• Assisting users installing Company portal on mobile phones.
• Syncing outlook issues on mobile device.
• Set up RSA token.

Database - server

• Creating ticket request and asking for approval of database access.
• Finding the database owner.
• Creating request for server access.

Security

• Creating ticket request for website access.
• Asking approval from security team and IT director.
• Troubleshooting websites cannot access.
• Password reset of account.
• Bit locker recovery key.
• Ask approval to install third party apps and business justification.
• Creating tickets for spam / phishing emails.
• Disabling RSA token for termination tickets.

Seasonal / Project Based

• Configuration MX Records, CNAME Records, ARECORD (other domain hosts), GSUITE support, and cloud
• Setting up a new GSUITE account for users
• Provided support to existing One Drive Users and GSUITE account users
• Assistance on back up, configuration, secure authentication, checking third party apps
• Creating Incident reports and plans

Seasonal / Project based

• Supported products, from iPhones to iPads to MacBook to desktop Macs
• Provided customer service, troubleshooting, and technical support

Full Time

• Supported Google Play consumers (troubleshooting and billing)
• Handled technical issues of customers escalated from Level 1 support
• Handled out of scope issues
• Approval and processing of refunds
• Experienced in troubleshooting Google Apps for different devices and Apps

Full Time

• Support for Amazon Kindle users (troubleshooting and billing
• Supported Amazon Kindle consumers (troubleshooting and billing)
• Handled technical issues of customers escalated from Level 1 support
• Handled out of scope issues
• Approval and processing of refunds

Full Time

• The duty includes meeting the prospects, presenting and demonstrating the products, inducing the prospects to buy, taking orders, and affecting sales.
• Attend to the complaints of the customers immediately and try to settle their grievances quickly and sincerely.
• Collection of bills and credit information
• Required to send daily, weekly or monthly reports to his firm, providing information about the calls made, sales effected, services rendered, route schedule, expenses incurred, business conditions, competition, if any, etc.