TACCAD, FRED MARK MARCOJOS
#2653 Sitio Mapalad NPC Line Llano Caloocan City, 1400
Contact No.: 09369529160
Email Address: [email protected]

OBJECTIVE

To achieve higher heights in a career since I have updated myself with knowledge that covers variety new technologies, mobile industry, information systems, security systems, network and IT infrastructure.

QUALIFICATIONS AND PROFESSIONAL SKILLS

Customer Service skills and obtained one of the highest top ticket resolver as in customer satisfaction (97%);

Strong technical aptitude.

Proficient in Microsoft Office Applications (Outlook, Word, Excel, PowerPoint, Publisher) and Lotus Notes Email.

Familiar in Basic Website programming and Programming C-Language.

Proven ability to help people with special needs;

Knowledgeable in Formatting Computer, installing software, networking and troubleshooting.

Familiar in Basic Database System: Access, MySQL, WampServer and XamppServer;
Proficient in Remote Application: IBM Tivoli Remote Control and Team Viewer.
Proficient in Reset and Unlock Active Directory.
Proficient in Cisco Anyconnect VPN, Pulse Secure VPN and Dell VPN Configuration.

WORK EXPERIENCES

IT Helpdesk Engineer (Remote Desktop Support)
Transman Manpower Agency Inc.
Client: IBM Business Services Inc. March 19, 2018 – December 31, 2018

Diagnosing and resolving hardware and software issues of a computer/device located at a distant location.

Responsible in resolving issues with equipment, customers or staff that may occur during the shift and escalating issues to appropriate personnel as needed.

Provide high level and in-depth technical support by resolving inquiries by phone, e-mail and web, in a manner and time frame consistent with department and team service levels and goals.

Escalating issues to applicable service providers or third-party vendors.

Handles inbound technical calls effectively and efficiently using proactive service and call control techniques and proven technical troubleshooting procedures

Strong interpersonal and organizational skills; customer service oriented.

Work collaboratively with clients, team members, implementation consultants, and resources across the company to achieve desired results.

Own and address client needs and product issues from inception to resolution.

Interpret and validate technical issues, test solutions, follow-up and escalate when necessary.

Develops product knowledge and skills for creating appropriate solutions.

Operations Data Analyst
Accenture, Inc. at Quezon City February 18, 2016 – March 18, 2018

Understating and performing content reviews under client supervision for International and Domestic cases following client processes and procedures.
Responsible for end to end transaction processing and content moderating using a social media platform. Handling issue resolution to ensure department and customer needs are met.

Demonstrates speed, agility, critical-thinking, and problem-solving skills in their work and an ability to ramp up quickly.

Technical Support
SPi-Global CRM Inc. November13, 2013 – February 16, 2016

Responsible to assist and manage the inquiries and problems of the subscriber in there internet connection. Handling issues resolution to meet the customer satisfaction.

Performed diagnostics and troubleshooting of system issues, documented helpdesk tickets/resolution. Repairing or upgrading if needed.

Experience diagnostics, troubleshooting and resolving client issues with installation and upgrades.

Addressed and/or resolved escalated tickets.

Provided regular reports to the desktop supervisor regarding technical problems, suggestions and problems.

Ensured swift tickets resolution and escalated issues to tier 3 technician if necessary.

Continually updated personal knowledge of computing hardware operating system and software.

On-the-Job Training:

Department of Interior and Local Government
Assigned to: Office of Public Affairs
Diliman Quezon City

April – July 7, 2013

EDUCATIONAL ATTAINMENT

BESTLINK College of the Philippines

Bachelor of Science in Information Technology
2010 – 2013

Quezon City Polytechnic University

Bachelor of Science in Information Technology
2009 – 2010

SEMINAR ATTENDED

“Think I.T., Do I.T. Towards Global Competence”

Held at the National Teacher’s Camp, Baguio City, Philippines
(December 2 – 4, 2011)

“Level up I.S. Development: Android Program”
Held at Main Campus of Bestlink College of the Philippines

Amazon Web Services Training Session

CISCO Switching Basics IT Workshop

Cloud Security

ACHIEVEMENTS

Developed a World Clock using Programming C-Language.

Planned a Grading System for Elim’s Place (Nursery School)

Designed a Restaurant Order and Payment System for Gerry’s Grill Restaurant.

Developed a Generic Restaurant Order and Payment System using PHP language.