John Mark C. Renoio

 JOHN MARK C. RENOJO MOBILE: - ||E-MAIL:- 1 14th Street East Tapinac, Olongapo City : : PROFILE : : Aiming to obtain a position, which will not only allow me to grow personally but also professionally and be a part of an organization or institution where hard work will be rewarded, and career advancement is always a possibility. Able to adapt to changes in work environment. Can do multiple tasks under pressure. Works well independently, team player, has proficient computer know-how, and good communication skills. : : WORK EXPERIENCE : : PHILIPPINE EMPLOYMENT: July 01, 2021 – August 30, 2022United Healthgroup Company Taguig City, PHL IT SERVICE DESK (TECH SUPPORT ANALYST) CLIENT: Optum Global Solutions COMPANY PROFILE: Optum, Inc. is an American pharmacy benefit manager and health care provider. It has been a subsidiary of UnitedHealth Group since 2011. UHG formed Optum by merging its existing pharmacy and care delivery services into the single Optum brand, comprising three main businesses: OptumHealth, OptumInsight and OptumRx. Reset Passwords Unlock Accounts Troubleshoot VPN, Citrix and Virtual Machine connections Setup Hard and Soft Tokens, for first timers and troubleshoot for tenured employees Troubleshoot Microsoft, Yubikey, Smartcards and Windows Hello Login Issues Troubleshoot Office 365 Applications (Teams, Outlook, OneDrive, Excel, etc.) and Acrobat Reader Helped setup MS Azure and Authenticator Accounts for new employees Troubleshoot Computer Peripheral Issues (Mouse, Keyboard, Camera, Printer, Scanner, Monitors, Headset, Docking Stations) Troubleshoot Genesys, Avaya, NICE and other DOS-based System Login Issues Uninstall/ Reinstall/ Update Software and Hardware Drivers via Deployment Manager application Escalate tickets to appropriate workgroups for timely resolutions System/ Tools Used: 1. ServiceNow 2. Genesys 3. Bomgar 4. USP 5. Roboform 6. Deployment Manager 7. Windows 10 EXPATRIATE EMPLOYMENT: February 9, 2017 – March 31, 2020 Ultimate HR Solutions Business Bay, Dubai, UAE DISPATCH FOLLOW-UP TEAM REPRESENTATIVE CLIENT: Roads & Transport Authority DESIGNATION: Dubai Taxi Corporation, Al Muhaisnah 4 COMPANY PROFILE: The Roads and Transport Authority, commonly known as RTA, is the major independent government roads & transportation authority in Dubai, United Arab Emirates. ­­­­­­ Settled disputes between the driver and customers. Helped drivers with their query and requests. Internally resolve issues of customers. Cleared issues with the customer, via a callback, if need be. Made sure that customers can have the best possible service experience from our end. Made certain that company protocols were met. System/ Tools Used: 1. Dispatcher 8 2. Avaya Phone 3. MS Office Applications (Excel, Word) September 18, 2014 – Sept. 16, 2016 Al Maya Group, LLC Al Garhoud, Dubai, UAE I.T. / STOCK CONTROLLER EXECUTIVE DESIGNATION: Al Maya Group, Clover Bay Tower, Business Bay COMPANY PROFILE: Al Maya Group, headquartered in Dubai, UAE, is a diversified company established in 1982.The Group's core business' consist of Distribution of Food and Non-Food products, Supermarkets, Lifestyle Retail (Borders & Paperchase) and Franchising (BHS & Mom and Me). Monitors, closes and tallied sales. Generated sales report. Identified not found items and added the appropriate price of a specific barcode or item. Sent data report to the Head Office on a daily and monthly basis. Created orders for newly delivered and returnable items. Used an item scanner device to accept newly delivered items. Generated purchase report used for checking pertinent information of the product. Communicated, via phone conversation, or sent an email to make sure that all deliverables were met on a given timeline. Made posters for promotion products. Created inventory adjustments and reclassified correct barcodes from wrong ones. Made sure that all ad hocs were done before the shift ended. System/ Tools Used: 1. Oracle JD Edwards EnterpriseOne 2. CMD Command Protocols (Telnet, FTP, etc.) 3. MS Office Applications (Outlook, Excel, Word, etc.) 4. PDT Scanner, Printer, Fax Machine, Scanner, Telephone. PHILIPPINE EMPLOYMENT: December 2012 – June 2014 SPI Global Parañaque City, PHL HELP DESK ANALYST CLIENT: LexisNexis COMPANY PROFILE: LexisNexis Group is a corporation providing computer-assisted legal research as well as business research and risk management services. During the 1970s, LexisNexis pioneered the electronic accessibility of legal and journalistic documents. Maintained online publications. Analyze and instructed solution for colleagues. Read scripts or manual to identify modifications that needs to be done. Provided answers about queries regarding on certain publication. Updated publication, in a timely manner. Collected updates from source provider and prepared them, to be uploaded, online. Assigned tickets to colleagues and ensured that queues are closely monitored. Used multiple system/programs with different environment to track, update and investigate. Revised keying instructions, based on client’s need. Made sure that all deliverables were met. System/ Tools Used: 1. LexisNexis Account 2. Citrix System 3. FTP Client Software 4. CMD Command Protocols (Telnet, FTP, etc.) 5. MS Office Applications (Outlook, Excel, Word, etc.) 6. Avaya Phone 7. Productivity Tool October 2011 – July 2012 Accenture Mandaluyong City, PHL NETWORK SERVICE ASSOCIATE CLIENT: Verizon Communications Incorporation COMPANY PROFILE: Verizon Wireless is a wholly owned subsidiary of Verizon Communications. As of April 2015, Verizon Wireless provided wireless services to 133.5 million subscribers. It is the largest wireless telecommunications provider in the United States. Made ethernet orders according to customers’ request and their business needs. Did upgrade and downgrades in accordance with Service Level Agreement. Tracked orders until completion. Sent out reports with an updated status of all orders. Set-up meeting with on-shore counterparts to discuss resolutions to make sure all orders are on track. Actively, communicated with colleagues through email and an internal IM. Attended trainings to familiarize and meet quality changes when doing a specific product. Used multiple system/programs with different environment to track, update and investigate. Led huddles to discuss the scoreboard, team targets for the day and review of notable instances from previous day of work. Rendered mandatory OT to be certain that all deliverables were met. System/ Tools Used: 1. Citrix System 2. FTP Client Software 3. CMD Command Protocols (Telnet, FTP, etc.) 4. MS Office Applications (Excel, Word, etc.) 5. Avaya Phone 6. Internal IM 7. Productivity Tool April 2010 – July 2011 Philippine Long Distance Telephone Company Olongapo City, PHL CUSTOMER SERVICE REPRESENTATIVE PLDT Inc., formerly known as the Philippine Long Distance Telephone Company, is the largest telecommunications and digital services company in the Philippines and the most known internet service provider. ­­ Discussed and explained to customers DSL promo/packages that are being provided, by the company. Reported internet connection and telephone problems, on behalf of the customers. Compiled records for both active and pending orders. Provided assistance to customers with queries with their bills and DSL/telephone problems. System/ Tools Used: 1. MS Office Applications (Excel, Word, etc.) ­­­ : : EDUCATION : : June 2006 – March 2011 Gordon College Olongapo City, PHL Bachelor of Science in Information Technology Recognition: Best Thesis June 1996 – March 2004 Sunbeam Christian Academy Olongapo City, PHL Primary and Secondary Level : : PERSONAL INFORMATION : : Date of Birth :July 08, 1987 Place of Birth :Olongapo City Civil Status :Single Citizenship :Filipino Gender :Male Height :5’ 5 1/2 Weight :79.6 KG Religion :Christian Languages Spoken :Filipino, English : : REFERENCES : : Available upon request.