Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
BusinessAnalyst
Mark Francis Penas

Mark Francis Penas

Information Technology
Imus

Summary

Enthusiastic IT Service Desk eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Software Installation and RDP and training in Service Management. Motivated to learn, grow and excel in Information Technology Services.

Experienced IT Service Desk with over 7 years of experience in Information Technology. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Overview

4
4
years of post-secondary education

Work History

L2 IT Service Desk

Essilor
2020-05 - Current
  • Provides technical assistance and support and receives queries and user-reported issues related to computer systems, software and equipment.
  • Is responsible for the installation, setup, configuration, repair, troubleshooting, backup and restoration of devices such as laptop, printer, IP phone, biometric device and CCTV.
  • Responds to queries through phone, email, in person or remotely.
  • Responsible for the installation, set-up, maintenance, troubleshooting, repair and back up of laptop, desktop, printer, biometrics device and CCTV.
  • Receive and respond to incoming calls and email messages, queries, complaints, and requests for technical assistance and support.
  • Identify, analyze, gather information, resolve, route, and/or appropriately escalate user issues and conduct follow-up to ensure proper actions and resolutions were taken.
  • Run diagnostic programs, analyze and record results for appropriate action.
  • Create or record requests, update, monitor, manage and close tickets/cases in incident management or ticketing tool.
  • Backup, reimage, reformat and restore laptops and desktops.
  • Assist in canvassing of IT materials, equipment and licenses as required by the business units and coordinate with suppliers and vendors if necessary.
  • Maintain and update records, IT asset inventory lists, CIT request forms, acknowledgment receipts, agreements, delivery receipts, etc.
  • Actively participate in the status meeting to communicate progress and escalate risks and roadblocks.
  • Prepare training materials and provide assistance in conducting the training to users or other members of the team.
  • Responsible for the information security within the company by protecting confidential information from unauthorized access, ensuring the integrity of the information and information system, taking appropriate measures to manage security risks and following and complying with the laws, legislations and terms of contracts.
  • Perform other duties as assigned, if necessary.

Education

Bachelor of Science - Information Technology

University Of Perpetual Help System DALTA
2008-06 - 2012-04

Skills

Operating Systems: Windows 95/98, XP, Vista, 7, 2000 – 2010, Windows 10 and O365

Accomplishments

  • Supervised team of 16 staff members.

Additional Information

Cristina Alday

AVP

09358616465

George Olfindo

AVP WFM

09158620336

Emmanuel Tamma II

AVP

09059651958

Timeline

L2 IT Service Desk

Essilor
2020-05 - 2020-10

Bachelor of Science - Information Technology

University Of Perpetual Help System DALTA
2008-06 - 2012-04
Mark Francis PenasInformation Technology