Mark Anthony Ignacio

 Mark Anthony Ignacio Remote Technical Support Specialist Philippines 2010 (- | Email and Skype:-| Experience: Helia Technology Inc. Remote Network Support/Technical Support Specialist Work from Home August 2015 – Present Primarily works as remote technical support specialist: *Primary responsible in monitoring MSP open tickets. Making sure they are address on a timely manner. Also, to accurately log the ticket issue and resolution provided including time spent in addressing the issue for billing purposes. *Setting up and maintaining VOIP PBX systems (3cx, FusionPBX, Yeastar and United Cloud). Primary support who handles periodic system updates and troubleshoots issue encountered with the pbx system *Microsoft Office365 - Providing administration and support for Office 365 such as setting up the account(domain), creating and managing users, passwords, and licenses. Migrating email account to Microsoft Office365 using either BitTitan or the Office365 migration feature *Technical works includes the following but not limited to: -Troubleshooting issues with desktop/laptop hardware and software, printer, and webcam through remote tools, chat, email and phone which includes installation, running updates and solving error that the user report -Redirect or escalate issues appropriately when issues are outside of support boundaries or when resolution cannot be confirmed -Basic router and firewall setup -Preparing website for development stage using WHM and launching the website -Troubleshooting QuickBooks issues and if needed escalate issue to 2nd tier support -Handling Active Directory issue (creating new user, resetting password, etc.) Comfortable working independently Salary: $2600 per month Radio Station Officer March 2011 - October 2014 Oversee the daily radio operation of the radio station which includes but not limited to the following: Administrative - acts as the overall in charge of the station which includes: HR duties Overseer the Technical department and handle procurement of equipment Programming – monitors the daily program of the station Sales – which includes: Monitoring and addressing local sales to achieve local station targets are met Seeking out potential advertisers Negotiate for advertisement placement contracts Marketing and Event promotion Organize own-Station, Government and Client initiated Event Financial aspect Dell Technical Support Stream Global Services April 2008 - March 2011 1.Provide hardware and software supports for Dell small and medium business for different system such as laptop, desktop, printer, projector, monitors, and handheld devices through chat, phone and email and make sure all contacts are properly logged. This includes a.Troubleshooting to isolate system problems caused by hardware failure b.Replacement of damaged part(s) when needed c.Assist customer in troubleshooting and solving software problems regarding Windows Operating system(XP, VISTA, Win7, Win8) and other Dell pre-install software d.Assist customer in reinstalling Windows e.Perform reinstallation of Windows Operating system and Microsoft Office, Anti-virus, browser f.Knowledge of Active Directory g.Knowledge in using TeamViewer 2.Perform and provides sales support for customers 3.Handle escalation outbound calls for Dell XPS and Corporate business group 4.Assist in training of new hires Americal Online Technical support November 2000 - April 2008 Customer Care Consultant (Senior CCC) - Technical Department Senior Technical Consultant is a position of expertise and excellence. He or she is expected to exceed the performance standards of the position. The Senior Technical Consultant must have the right mindset, right set of values, focus and dedication to deliver world-class customer service and also be a mentor to his co-workers Roles and Responsibilities: 1.Technical resource person that assist other members of the team in their tasks. 2.Develops a good customer relation by providing technical assistance to AOL members/customers through online chat. 3.Do researches about troubleshooting techniques to enhance computer repair knowledge. 4.Conduct on-site training for other employees in different locations 5.Provide mentoring of new hires to keep them up to speed Education Angeles University Foundation 2000 Bachelor's/College Degree in Computer Science/Information Technology Skills & Experience Strong ability to work independently, learn quickly, research and find information effectively, and meet deadlines. Detail oriented with excellent problem-solving skills and ability to adapt quickly to changing tasks and priorities. Familiarity with remote desktop applications and help desk software Thorough knowledge of computer hardware functionality including workstation components such as printers Thorough knowledge of the following applications: Windows XP, Windows 7, windows 8, Windows 10 Microsoft Office 2003, 2007, 2016 Microsoft Office 365 Admin & Exchange Online Admin Microsoft Windows server 2008, 2012, 2012 essential, Active Directory & QuickBooks PBX System (3cx, Yeastar, Fusion) Filezilla Server Kaspersky