Mark Adrian A. Saria

Troubleshooting all IT-related concerns that can be fixed by remote access
Ordering licenses and setting up tenant profiles using Leaders (https://www.leadersystems.com.au/index.html) platform
Creating invoices on XERO
Providing IT support for technical issues involving Microsoft's core business applications
Delivering advanced support for workstations (mainly PCs) via RMM-Remote Monitoring Management - N-ABLE
Operating monitoring systems and triaging monitoring alerts including endpoint, antivirus, and backup alerts
Administering ESET MSP and Malwarebytes MSP
Administering Office 365 and Google Workspace as Global Admin
Managing user accounts, creating mailboxes, setting up shared mailbox and permissions, and troubleshooting Outlook, OST, and PST issues
Migrating emails from another mail server to Office 365 (e.g., Gmail to Office 365) and performing domain verification and DNS record changes
Administering Sophos and implementing advanced email protection
Administering Datto and StorageCraft for SaaS backup and recovery

⦁ Logging tickets using Halo, Freshservice Ticketing System
⦁ Managing all the logins and credential of all employee
⦁ Remote accessing user’s computer using Bomgar and Teamviewer
⦁ Setting up Remote Desktop (VDI) for all employees in accordance with their respective departments
⦁ Managing Active directory via LDAP.
⦁ BYOD Support (Bring your own device)
⦁ Employee Onboarding and Offboarding
⦁ Cisco Meraki MDM Administration
⦁ Troubleshooting of all IT related concern
⦁ 24/7 Support Via Calls,Chat,Ticket
⦁ SoftPhone Troubleshooting Hosted Suite and Zoiper - Cxone
⦁ Configuring Operator’s softphone on PBX via (Freepbx)
⦁ Okta Admin
⦁ DUO Authenticator Support
⦁ Open VPN Support
⦁ Software Installation

• Logging tickets using Service Now Ticketing Tool
• Remote accessing user’s computer using Bomgar
• Ping ID Troubleshooting
• Act as the Point of Contact for any technical inquiries during the weekend
• Act as a single point of contact for phone calls, chats and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone, chat and email -1st and 2nd line support
• Troubleshooting of IT related problems from software to hardware, such iPhone, Laptops, PCs, Printers
• Troubleshoot basic network issues such as VPN(Cisco Anyconnect,ZScaler) , local/wireless network, internal/external website and virtual machine connections.
• Escalate unresolved calls to the infrastructure support team -assist user on configuring/ troubleshooting iphone related issues
• Sending out email follow to the resolver for aged tickets -sending out email notification for updates of high severity tickets
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries and adhere to all service management principles

• Logging tickets using Remedy Ticketing Tool
• Remote accessing user’s computer using Teamviewer
• Act as the Point of Contact for any technical inquiries during the weekend
• Act as a single point of contact for phone calls, chats and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone, chat and email -1st and 2nd line support
• Troubleshooting of IT related problems from software to hardware, such iPhone, Laptops, PCs, Printers
• Troubleshoot basic network issues such as VPN(Junos Pulse), local/wireless network, internal/external website and virtual machine connections.
• Escalate unresolved calls to the infrastructure support team -assist user on configuring/ troubleshooting iphone related issues
• Sending out email follow to the resolver for aged tickets -sending out email notification for updates of high severity tickets
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries and adhere to all service management principles

- Technical support for a "Fiber Optic" type of internet connection
- Phone Basic troubleshooting
- Basic and Advance Internet troubleshooting
- Sending provisioning Signal
- Activating Equipment (Modem)
- Troubleshoot Email Accounts
- Configuring Email Account
- Upselling Services (Internet, Cable TV, Phone Service)
- Communicating with the customer using English Language

Teaching Computer Subject using English Language

-Claims Processing
-Checking Medical records if the diagnostic is covered by the insurance