Mark John G Rellama

MR Mark John Rellama Binan, Laguna 4024 LINKS PROFESSIONAL SUMMARY SKILLS WORK HISTORY - - https://www.linkedin.com/in/mark-john-rellama-bb804215b/ Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Data recovery Desktop support Software diagnosis Mac systems Technical issues analysis Ticket support system management Complaint resolution IT SERVICE DESK ENGINEER LEVEL 1.5 Microsoft Outlook Staff education and training Technical Support PC component diagnostics IT Service Management (ITSM) Oversight Helpdesk services 03/2021 to CURRENT IBM | Sta. Rosa, Laguna Prepared training materials for successful transition of business to the department. Conducted product trainings and assessments to help equip agents with knowledge to be productive on the project. Act as a Major Incident Manager, make sure the company MIM process is followed and properly documented. Coordinated with resolver groups for urgent resolution. Generate ticket reports from ServiceNow based on higher management requests. Distribute tickets evenly among agents, making sure to meet the 4 hour SLA for non FCR tickets. Monitored the queue through Five9 Softphone so that there's enough people to service the clients. Support to agents when tickets are unresolvable to their end. Helped to develop and implement new processes to make sure the team meet the standards of the clients. IT SERVICE DESK ENGINEER IBM | Sta. Rosa, Laguna 05/2015 to CURRENT Provided Tier 1 IT support to non-technical internal users through desk side support services. Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems. Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. Installed, modified and repaired software and hardware to resolve technical issues. Assisted customers in identifying issues and explained solutions to restore service and functionality. Managed customers' expectations of support and technology functionality in order to provide positive user experience. Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to different types of software. Collaborated with supervisors to escalate and address customer inquiries or technical issues. Performed tests of functionality, security and performance of different workstations and devices. INTERNSHIP STUDENT 08/2014 to 01/2015 Shopwise | Binan, Laguna Delivered clerical support by handling range of routine and special requirements. Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs. Reported back to instructor to receive day-to-day tasks and responsibilities. INTERNSHIP STUDENT 09/2013 to 11/2013 Department of Justice | Binan, Laguna Analyzed problems, identified solutions and made decisions. Completed research, compiled data, updated spreadsheets and produced timely reports. Restocked office supplies and retrieved files for staff. EDUCATION Bachelor of Science | Information Technology EXPECTED IN 03/2024 AMA Online Education Universty, Online ACCOMPLISHMENTS Participated in various incentive programs and contests designed to support achievement of production goals. Trained and led technical support teams of more than 20 support specialists. Recipient of individual and departmental awards for providing stellar client service. Collaborated with team of 10 in the development of Process Automation Project. CERTIFICATIONS Google IT Support Professional Certificate Training - November, 2020