Hi, I’m
Mark Joseph Cabadin
IT Service Desk
Teresa,Rizal
Summary
A tech-savvy professional with excellent problem-solving skills and a customer-centric mindset. Demonstrated experience in supporting network and software users and creating and deploying technical solutions. Expertise in analyzing system functionality and security to optimize user experience.
Overview
5
years of professional experience
4
years of post-secondary education
Work History
Wipro LimitedQuezon City
IT Service Desk Analyst
07.2022 - Current
Job overview
- Handled high volume of calls, chats, and emails from end users requesting technical support or access to systems.
- Collaboration with supervisors to resolve end users inquiries or technical issues.
- Remote Assistance for Software Configuration, Installation, Drivers, Software Removal, Malware Removal, Computer Updating and Operating System Troubleshooting.
- Provided initial support for mobile device setup, including licensing, enrollment to the Intune company portal, app installation, and line number activation.
- Managed and processed support activities and requests using ServiceNow as the ticketing system.
- Helped with the onboarding process of new employees, License, System Access, Works Station Installation, Software Installation, and File Back Up.
- Provide basic troubleshooting services for hardware equipment and dispatch local technicians for more complex problems or replacements.
- Assisting users in placing replacement orders in case of lost devices, erasing access and MFA reset via Azure active directory.
- Assist users with System access to ERP & CRM systems like Salesforce, SAP, Oracle and etc.
- Created and updated knowledge-based data from system for future use.
ConcentrixQuezon City
Technical Advisor I
01.2021 - 05.2022
Job overview
- Analyze customer problems and search for solutions to restore services and functionality.
- Provided initial setup support for printer including wifi connectivity, software installation, hardware testing, and customer satisfaction.
- Modem IP Address Configuration for Strong Connection and Reliability with Printers
- Managed high volume of calls associated with a Printer and Network connection issue from customers.
- Translating complicated technical topics into easy-to-understand text for non-technical customers.
- Gain insight into the possibility of sales or cross-selling and inform the supervisor accordingly.
- Provided customers troubleshooting steps over email or phone for future reference
- Offered hardware troubleshooting services for printers and provide replacement printers & parts with a warranty.
Globalinens Worldwide IncQuezon City
IT Staff
05.2019 - 08.2020
Job overview
- Served as onsite Local technician assisting employees in addressing hardware, software, and system access-related issues.
- Developed Software Programs and Website. Uploaded to Host Servers for Company Use.
- Managed Online Website for Company, Beautify Website, Create and Update Listings
- Helped with Network configuration, Cable Management and CCTV Installation to ensure it's online.
- Created and updated company logo, banner, poster, etc.
- Helped with Product photography and post-production editing.
Education
Quezon City University673 Quirino Highway, Novaliches, Quezon City
Bachelor of Science from Information Technology
06.2015 - 04.2019
Skills
Technical Support
Application support
Customer service expert
Ticket support system management
Windows 10
User credential management
Network diagnostics
Staff education and training
Desktop support
Technical issues analysis
TCP/IP
Software diagnosis
Data recovery
Timeline
IT Service Desk Analyst
Wipro Limited
07.2022 - Current
Technical Advisor I
Concentrix
01.2021 - 05.2022
IT Staff
Globalinens Worldwide Inc
05.2019 - 08.2020
Quezon City University
Bachelor of Science from Information Technology
06.2015 - 04.2019