MARK JOSEPH B. BORGONIA

Mubarak Khalifa Building, Flat 304,

Al Karama, Dubai, United Arab Emirates

Email Address: [email protected]

Mobile Number:  +971525505599

LinkedIn: http://www.linkedin.com/in/markborgonia

Career Objective
Experienced and accomplished Service Desk Team Leader with over ten years of technical experience looking to leverage extensive background in IT Operations or Service Delivery Management that will challenge and best utilize the skills I’ve learned and acquired from past experiences in a way that is mutually beneficial to both myself and my employer and allow for future growth and advancement.

Summary of Qualifications
o    ITIL V3 Foundation – Certified

o    Working knowledge of ITIL best practice

o    Able to drive improvement of processes and procedures in line with ITIL best practices

o    Advance knowledge and experience in Incident and Service Request Management

o    Knowledgeable in Application Management and Account Administration

o    Advance knowledge in Active Directory and Exchange Management System including Office 365

o    Has people management expertise and able to supervise a team and meet agreed SLA/OLA and KPIs

o    Able to analyze workload metrics which demonstrate the efficiency and effectiveness of staffing resources

o    Good interpersonal, written, and oral communication skills

o    Strong remote communications skills, ability to work across time zones/countries seamlessly

o    Good analytical and problem solving experience

o    Able to work in virtual teams and matrixed organizations

o    Familiar with the following Bank Trading Applications: Globus (T24), IBM On Demand and RM Portal

o    Knowledgeable in VDI configuration, troubleshooting and remote desktop connectivity

o    Able to facilitate relations between business groups and technology departments

o    Able to work in a fast paced environment

o    Self-starter and able to work unsupervised

o    Excellent people and team management and relationship building skills

o    Able to work under pressure and identify priority tasks

o    Customer focused, business aware

o    Knowledgeable in MS Office applications, hardware and software, system configuration, Windows and Mac operating systems, PC installation, configuration and networking

Work Experiences
(1)   Fujitsu Philippines

8/F Net Square Building, 3rd Avenue Cor. 28th Street, Crescent Park West, Bonifacio Global City, Taguig City 1634

Position:  Service Desk Team Leader

Employment Date:   April 2, 2013 – December 2, 2016

o    Started as a Service Desk Analyst for Fujitsu Australia and New Zealand (FANZ) and handles internal Service Desk of the company (Service Request and Incident Management)

o    Provided service to the business and the IT, resolving user problems over the phone where possible, or immediately escalating problems to appropriate IT support teams

o    Assisted users with any query that they may have and act as first point of contact for users with desktop hardware, software and computer peripherals via all contact mediums (calls/email/ticketing system/self-service portal, etc.), ensuring contact is responded in a timely manner, within established guidelines

o    Became OIC after a year and handled incident management for the team

o    Established a process that ensures incident tickets are being handled within the agreed SLA

o    Was pullout from the team and asked to join a project to assist with the demand ticket reduction of a platinum account of Fujitsu

o    Served as a Team Leader for three major accounts of multi-client service desks (Qantas, Calibre Group and Sydney Trains)

o    People Management and First Point of Contact for any escalations

o    Responsible for demand analysis and reduction

o    Maintains ‘Sense and Response’ of all three accounts (Continual Service Improvement)

o    Analyze workload metrics which demonstrate the efficiency and effectiveness of staffing resources

o    Maintains account SLA and OLA

(2)   Credit Suisse Singapore

2/F The Signature Building, 51 Changi Business Park, Central 2, Singapore 486066

Position:  Application Support Analyst

Employment Date:   May 16, 2011 – February 19, 2013

o    Part of the Application Support and Service Delivery teams which primarily support the Credit Suisse Private Banking users. The team provides a front line support via phone, email, ticketing system and self-service to internal users (Front and Back Office) or front line face-to-face support to Front Office users. We are expected to communicate effectively with the users and resolve/escalate issues in a timely manner based on the agreed SLA and OLA.

o    Support PB applications from business perspectives and engage our clients in a proactive manner

o    Incident logging and tracking, Incident and Problem Management following ITIL standards

(3)   Marina Bay Sands Singapore

10 Bayfront Avenue, Singapore 018956

Position:  VIP Desktop Support Engineer

Employment Date:   January 03, 2011 – March 31, 2011

o    Provide a 24×7 IT Support for all Executives of MBS starting from the CEO/President down to the Senior Vice Presidents and their Assistants/Administrators. Deployed in the Executive Office to immediately assist the VIP’s needs.

o    Troubleshoot and resolve hardware and systems software problem

o    Installation, setup and configuration of hardware and systems software as and when required by MBS; re-installation of systems software (either hard disk has been replaced or the system software has been corrupted)

o    Shifting of computer equipment from one place to another (must be within the same site)

o    Contact and liaise with the appropriate vendors to attend to hardware failure with replacement of part or loaner if necessary

o    Troubleshooting of problems which are related to peripherals such as printer, scanner etc.

o    Provide consultancy to the users as and when on a need to basis

o    Administration duties such as creation of User’s ID, capturing of computer inventory list, server administration (Access rights required)

o    Top priority goes to Executive office personnel in terms of job requests or helpdesk calls logged to MBS internal helpdesk system

o    During standby period, upon activation outsource personnel is authorized to engage MBS helpdesk personnel to provide first level support to Executive office personnel and in the event if they require 2nd level of support, only then outsource engineer will respond onsite as soon as possible

o    Outsource personnel shall report to MBS IT support manager, for job assignments and escalation of problems encountered in the course of work

o    In the event if outsource personnel is required to attend helpdesk request at home residence for any of the executive personnel in the Executive office, such events shall be considered on a time and material basis and outsource personnel shall not be penalized for any work delay in MBS

(4)   Barclays Capital Singapore

60B Orchard Road #10-00 The Atrium @ Orchard, Singapore 238891

Position:  Senior Service Desk Analyst

Employment Date:   September 01, 2009 – December 31, 2010

o    Provide a 24×7 interface between the business and the IT, resolving user problems over the phone where possible, or immediately escalating problems to appropriate support teams

o    Assist users with any query that they may have and act as first point of contact for users with desktop hardware, software and computer peripherals via all contact mediums (calls/email/ticketing system/self-service portal, etc.), ensuring contact is responded in a timely manner, within established guidelines

o    Part of the GSP Services team that assists in processing requests for Market Data applications, desktop packages and account provisioning

o    Part of the SPC team (Standard Platform Client) that handles mainly desktop issues (software and hardware)

o    Establish and maintain full ownership of issues throughout the incident lifecycle to a satisfactory conclusion

o    Prioritize work according to criticality/importance of issues and the end-user

Be able to provide support (resolution or call logging) for the following types of end user telephone calls (and examples):

–        Enquiry Call (Updates to incidents raised, PC advice)

–        Account Admin (Account lock-out, password reminders)

–        Windows 2000/XP Desktop (Frozen PC, Printer installation)

–        Outlook Queries (Mail box access, storage problem)

–        Desktop PC (Monitor problems, error messages)

–        Secure ID card for secure remote access (PIN reminder)

–        Printer (Toner required, paper jam)

o    Be proactive in resolving issues and recommending solutions

o    Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues

o    Troubleshoot problems methodically and record all troubleshooting steps in the knowledge management tool

o    Handle service requests as per the documented procedures

o    For requests that cannot be resolved within the Service desk, gather accurate and relevant information to be used for fault resolution by 2nd & 3rd line teams. Supplying all necessary diagnostic information

o    Log all problems or incidents accurately and clearly, according to established processes and policies defined in the knowledge repository

o    Analyze the nature of queries and customer problems and provide suitable solutions within agreed SLA timescales

o    Develop and maintain communication skills appropriate to the environment

o    Assist callers with ‘How do I queries’ for Microsoft and other applications

o    Answer customer queries regarding status of requests / fault tickets and liaise with 2nd / 3rd line resolver teams to prioritize as necessary

o    Show an outward commitment to actively develop personal knowledge

o    Complies with all BarCap standard working practices including attendance of team meetings and completion of administrative tasks.

o    Undertaken service improvement projects as directed by line management

(5)   Dell Asia Pacific Malaysia

Bayan Lepas Industrial Zone, Penang, Malaysia

Position:  Technical Consultant

Employment Date:   June 27, 2008 – July 17, 2009

o    Hardware technical support for Indian customers of large corporate systems. Hardware troubleshooting and dispatches via email

o    Was transferred to Australia and New Zealand support for consumer customers and part of the Retailer Escalation Team for credit and system exchange processing

Awards / Recognitions / Certification
ROC Star Awardee (Most Client Commendations)
Fujitsu – WeServ Systems International, Inc.
December 2013, October 2015 and November 2016

ITIL v3 Foundation Certification
Candidate 931652
Loyalist Certification Services (Singapore)
December 2011

Educational Background
Technological University of the Philippines – Manila
Ayala Boulevard, Ermita, Manila
Bachelor of Technology

Electronic Communications Engineering
Academic Year 2000 – 2003
March 27, 2003
References
John Benedict Cariaso

VDI Team Manager

JP Morgan and Chase Singapore

Mobile number: +65 8500 4575 / +65 9689 6874

Jo Bernard Campo

Operations Manager

Fujitsu Philippines

Mobile number: +63 917 570 8334

Avon Hornilla

Business Development Manager

Avanti People Partnership International, Inc. (Philippines)

Mobile number: +63 905 332 6049