Mark Andrew Rifaco

HIGHLIGHTS OF QUALIFICATION With 10+ years of Information technology experience who provides topnotch services, sets high standards and exceeds expectation Highly motivated, dependable, troubleshooter and problem solver Detailed oriented, efficient and organized Guided my team members for adopting a new work strategy which helped meet the organizational goals and targets Organized training and create training materials that will boost team efficiency and productivity Great decision-making, fast learner and team player Valued contributor who performs confidently and effectively MARK ANDREW M. RIFACO OBJECTIVE Seeking a full time job support within a growth industry providing opportunity to contribute to company expansion, increased market share, customer satisfaction, performance and profitability and enhance my skills as Electronics Engineer. EDUCATIONAL BACKGROUND under pressure. Thrives on challenge Enthusiastic learner who quickly grasps new concepts and technical skills Creating new training materials TECHNICAL PROFICIENCIES Installing, configuring, assembling and repairing computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware Troubleshooting and solving hardware and software problems Essential knowledge to install, configures, and operates simple routed LAN’s and WAN’s Knowledgeable in TCP/IP and FTP Installation and basic support for Windows (XP, Vista, and Windows 7), CCNA Course ( 4 Modules ), 2012 Completed 4 modules for routing and switching course Tertiary BSECE - Technological Institute of the Philippines,- Secondary Sta. Lucia High School - Pasig City, 2001 - 2005 Linux (Fedora) operating system and Email clients (Thunderbird and MS Outlook) Knowledge in Routing and switching theory Google SAS Portal and Network Planner (RF Planning) Knowledgeable of the following applications: MAC OSxx Windows XP, 7 and 10 MS Office 2003 / 2007 / 2010 (e.g., Word, Excel, PowerPoint and Outlook) Elementary DSLAM tool and cable shark readings De Castro Elementary School - Pasig City,- Configuring Cisco Routers and Switches and Packet Tracer WI-FI Testing and Air Printing for Lexmark Inkjet Printers Splicing of FOC (fiber optic cable) using Fusion Machine Programming Languages/ Software C++, Turbo Assembler (TASM), Multisim and Winspice Gcase tracker Tomo (CRM tools) XML and EPP/sandbox environment Domain and web hosting CONTACT DETAILS Networking monitoring tools ( MRTG, PRTG) NBN tools Mobile: (- / (- Email:-Address: 29 Bautista Compd., Sta Lucia, Pasig City 1608 Date of Birth: February 20, 1988 HTML and JAVA script EMPLOYMENT HISTORY SUBJECT MATTER EXPERT / TRAINER - Google SAS Accenture, BGC Taguig - September 2019 to Present The Google SAS Support team will be responsible for: Onboarding CBSD vendors (radio manufacturers) and Google SAS clients (mobile operators, cable providers). Includes administrative tasks like creating a customer record in SFDC and requesting a credit check as well as technical tasks, like running commands to create the customer in the SAS system Troubleshooting and answering technical questions on integration and production issues with the Google SAS. Types of questions: Registration of CBSDs: technical or how-to questions about the CPI interface Status of CBSDs, how to get reports, request information/reports from Google Examples of support questions. Unable to register Grant error Onboarding Provide billing support for clients Initially most of these will require escalation to Eng and Finance teams and coordination of those teams to achieve resolution. The support team will be the only point of contact for clients and vendors on technical support and responsible for triaging, troubleshooting and escalating to the Google SAS Eng team. Ability to interpret and understand technical standards documents. Being able to read and understand the SASCBSD spec like this is critical. Here is the test plan that CBSD vendors are using and contacting us for support. Ability to use Linux operating systems (required for onboarding, cert creation, troubleshooting) SUBJECT MATTER EXPERT - Google Registry Accenture, BGC Taguig - Jan 2018 to September 2019 Assists with customer request or issue and follows defined procedures to complete the call or email transaction. Handles senior-level escalations or customer complaints received via various sources* Identifies root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction* Provides feedback to the Technical Support Representatives in order to bridge knowledge and capability gaps* Report application issues, document troubleshooting efforts and opportunities for product improvement Develops and maintains an understanding of customer Service Level Agreements and department’s key performance requirements Be able to represent and explain various technical functionality clearly and accurately to an audience with varied technical background Proactively identifies operational areas to improve upon including call flows, processes, escalation paths, etc Acts as the primary liaison for escalations for the onshore/client team including owning SLAs and the quality of escalation, ensuring proper communication between onshore/client team and analysts, including but not limited to giving input to the Training and QA teams to improve their processes, documentation, etc. and/or to schedule debrief sessions with the team to bridge knowledge gaps* ADSL ENGINEER ( POINT OF CONTACT) - TPG Telecom, Australian Orchid Cybertech Services Inc., Ortigas, Pasig - Jan 2015 to Jan 2018 Handled several groups (retention, cnog, dealer and offnet) Process and prioritize customer issues by phone, e-mail, or SMS Provide technical support for new and existing customers Facilitate escalation requests for trouble tickets via JIRA ticketing system Interpret cable shark results and graphs from field technicians to determine network fault Determining the nature of problems being reported, while demonstrating expert level problem solving and troubleshooting techniques to resolve problems as quickly and efficiently as possible Ensure proper attention to internal help desk calls and escalation procedures are maintained while displaying a commitment to total end-user satisfaction Utilize the trouble ticket system to log all requests and activities including documentation of special requests and customization considered important for future support Facilitates calls from field technicians to perform several cable line testing to determine the nature of the fault, ADSL installation, interference investigation, etc. Communicate with internal staffs and field technicians at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests Recommended, upsell, cross sell ADSL/NBN and modem products as needed to provide best possible solutions. Assists with customer request or issue and follows defined procedures to complete the call or email transaction. Handles senior-level escalations or customer complaints received via various sources* (Supervisory Call) Identifies root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction Provides feedback to the Technical Support Representatives in order to bridge knowledge and capability gaps* Report application issues, document troubleshooting efforts and opportunities for product improvement. Develops and maintains an understanding of customer Service Level Agreements and department’s key performance requirements ADSL HELPDESK - TPG Telecom, Australia Orchid Cybertech Services Inc., Ortigas, Pasig - May 2012 to Feb 2013 Troubleshoot internet connection, browser and email issues or other IT related technology Supports computer networking, FTP, VoIP, IPTV, dial-up, ADSL and fiber-optic internet connection Supports network equipment such as ADSL and dial-up modems, routers, firewall and proxy servers Assist phone customers by diagnosing problems and providing resolutions for technical issues TECHNICAL SUPPORT - Lexmark Printers SITEL Inc., Ortigas, Pasig - Nov 2010 to May 2012 Responded to, evaluated, and prioritized incoming phone for technical assistance from users experiencing problems with hardware, software, networking, and other computer-related issue Provided prompt, accurate, and respectful support to users, employing high degree of customer-service skill and technical expertise while ensuring customer satisfaction Applied troubleshooting techniques to verify solutions Contributed ideas to improve customer service and suggested ways for second-level support to interact with customers and remain in the loop Logged incoming calls and email to Siebel into call-tracking database