Summary
Overview
Work History
Education
Skills
Work Availability
Work Preference
Timeline
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MARK DAVID C. NORBERTE

MSP Support Analyst
Batangas

Summary

Experienced IT Support Specialist and VoIP Engineer with 9+ years in network administration and technical support. Skilled in troubleshooting VoIP systems, Microsoft 365, Azure, and cloud services. Proficient with remote support, ticketing systems (VerisVisalign, ServiceNow, ConnectWise), and IP phone provisioning. Strong in leadership, team training, and vendor escalations. Focused on enhancing business operations and providing effective IT solutions.

Overview

11
11
years of professional experience

Work History

IT ADMIN(FREELANCE)

ARK TECHNOLOGY CONSULTANTS
San Luis
11.2024 - Current
  • Efficiently manage and resolve service tickets using VerisVisalign, ensuring accurate documentation and timely issue resolution in a fast-paced MSP environment.
  • Perform remote system troubleshooting, monitoring, and maintenance to proactively identify and resolve technical issues.
  • Provide remote support using RDP tools such as TeamViewer, AnyDesk, and Microsoft Remote Desktop, delivering seamless end-user assistance.
  • Administer and maintain Windows Active Directory (AD), including user account provisioning, group policy configuration, and permissions management.
  • Execute comprehensive onboarding and offboarding processes: account setup, access configuration, and secure deactivation across multiple platforms.
  • Manage Microsoft 365, Azure Active Directory, and Intune, handling user lifecycle management, email configurations, and device compliance enforcement.
  • Conduct routine system monitoring, patch management, and scheduled maintenance to minimize downtime and optimize system performance.
  • Develop and maintain technical documentation, including standard operating procedures (SOPs), troubleshooting guides, and internal knowledge base articles to streamline support workflows.

IT ADMIN(FREELANCE)

CMIT SOLUTIONS(MSP)
San Luis
02.2023 - 05.2024
  • Proficient in addressing both hardware and software issues, ensuring minimal downtime and effective issue resolution.
  • Provided phone and email-based technical support for a wide range of issues including network connectivity, VoIP systems, and printer troubleshooting.
  • Excellent verbal and written communication skills, enabling clear documentation, user instructions, and cross-functional collaboration.
  • Highly self-motivated with a strong sense of accountability and personal ownership of tasks.
  • Adaptable and effective in both independent work and collaborative team settings, contributing to shared goals and supporting colleagues.
  • Thrives in fast-paced environments, maintaining focus under pressure and delivering consistent results.
  • Strong attention to detail, ensuring accuracy in diagnostics, documentation, and technical execution.

IT Service Desk - Admin

WIPRO
08.2021 - 05.2022
  • Lead Generation & Client Engagement: Initiated and nurtured B2B leads through targeted outreach, aligning with business development goals and increasing pipeline opportunities.
  • System & Network Support: Diagnosed and resolved hardware and software issues, with a focus on root cause analysis and sustainable resolution of recurring problems.
  • Advanced Troubleshooting: Demonstrated strong analytical skills in identifying system failures, implementing quick fixes, and preventing future technical disruptions.
  • Data Management & User Support: Oversaw data transitions and user onboarding, providing guidance to both clients and internal teams on technical issues and complaint resolution.

Technical Support

BELL CANADA
02.2017 - 12.2017
  • Troubleshot and resolved technical issues within defined SLAs, escalating complex issues to the appropriate teams when necessary.
  • Provided support and troubleshooting for various internet connection types, including ADSL, Fiber, and Cable networks.
  • Handled escalated L2 support tickets, ensuring prompt resolution of issues that were passed on from L1 Customer Care.
  • Collaborated with cross-functional teams to ensure the swift resolution of tickets and continuous improvement of service quality.

Universal Agent

GOOGLE
08.2016 - 02.2017
  • Provided troubleshooting and technical support for Google Music, Google News, Google Books, and Google Movies, ensuring seamless user experiences.
  • Delivered expert-level support for Google products and Google Payments, addressing user inquiries and resolving issues related to billing, account access, and functionality.

Tier 2

DISH NETWORK
04.2014 - 05.2016
  • Engaged and escalated issues with vendors for critical or time-sensitive support, ensuring swift resolution of high-priority problems in a fast-paced environment.
  • Configured lab equipment to replicate field issues, diagnosing root causes and verifying potential solutions before field deployment.
  • Delivered comprehensive support for Dish Business's full range of commercial video and internet products, including troubleshooting, service restoration, and product upgrades for enterprise-level clients.
  • Collaborated with cross-functional teams and provided support to other departments when required, sharing technical expertise and ensuring smooth operations across business units.

Education

Bachelor of Science - Political Science And Government

Polytechnic University of The Philippines
Sta.Mesa Manila
04.2001 -

Skills

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimePart TimeContract Work

Work Location

Remote

Important To Me

Work-life balanceCompany CultureFlexible work hoursPersonal development programsCareer advancementPaid time off

Timeline

IT ADMIN(FREELANCE)

ARK TECHNOLOGY CONSULTANTS
11.2024 - Current

IT ADMIN(FREELANCE)

CMIT SOLUTIONS(MSP)
02.2023 - 05.2024

IT Service Desk - Admin

WIPRO
08.2021 - 05.2022

Technical Support

BELL CANADA
02.2017 - 12.2017

Universal Agent

GOOGLE
08.2016 - 02.2017

Tier 2

DISH NETWORK
04.2014 - 05.2016

Bachelor of Science - Political Science And Government

Polytechnic University of The Philippines
04.2001 -

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MARK DAVID C. NORBERTEMSP Support Analyst