Mark John Ochoa IT Helpdesk Analyst

Microsoft Office

Address: B21/L3 Nagoya St. KS 15 Lancaster New City Gen. Trias,Cavite PHL

Contact Number: +639219284956

E-mail Address: [email protected]




Seeking for position in the Information technology field that provide me an opportunity to contribute my skill, background, and abilities for the advancement of company.




Phil-data Business System Inc.

Phil-Data Business System Inc.

3rd Floor King’s Court Bldg. II

2129 Pasong Tamo St., Makati Philippines

December 2012 – Up to Present


Project Assigned:


Helpdesk Analyst

Cypress Manufacturing Ltd.

Gateway Business Park Gen Trias, Dasmarinas City, Cavite 4114

July 2017 – up to present


Field Engineer

Bangko Sentral ng Pilipinas

A. Mabini St. corner Pablo Ocampo St., Malate, Manila, Philippines

October 2016 – July 2017


Desktop Support Engineer / Network Support Engineer

Philip Morris Fortune Tabaco Corp. (PMFTC)

27th Floor, Tower 1, The Enterprise Centre, Ayala Avenue,

Corner Paseo de, Zobel Roxas St.

Makati, 1299 Metro Manila Philippines

February 2013 – October 2016


On the job Training

United Korean Community Association of the Philippines

Suite 1140 Antel Corporate Center

121 Valero St. Salcedo Village Makati Philippines







Function and Duties as a Helpdesk Analyst

• Manage Samanage (ITSM) ticketing system.
• Support on OKTA and Zoom
• Acts as initial contact for all internal and global customer technical support required for computer workstation hardware and software, telephone, network, operating system, printing, and Internet access problems.
• Duties include answering the help desk phone, recording the call, first level corrective action, problem escalation to second level when necessary.
• Performs installs, upgrades for computer software and application
• Account creation for new hire and Termination
• Respond to email / chat messages for customers seeking help
• Write training manuals
• Walk customer through problem-solving process
• Run reports to determine malfunctions that continue to occur
• Train computer users
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Maintain daily performance of computer systems
Functions and Duties as a Desktop Support Engineer / Field Engineer

• Support Windows 7 and 10 Operating System and Applications
• Provide computer support services both for software (SQL, Visual Studio, Visual Basic, Microsoft Office, Adobe reader Adobe Photoshop, Map Info, Citrix), hardware and printer related issue
• Deploying workstation and servers
• Support offsite events
• Assisted client with technical issue, troubleshooting, installation and configuration
• Monitoring of monthly software update by using SCCM and scripts, provide repair if necessary
• Configure / Support push email into mobile devices (mobile iron, MDM)
• VIP’s and high management support
• Provide support for all in house software application
• Set up Video Conferencing / Polycom Devices and IPad
• Perform network troubleshooting  (laptop, desktop, IP phone, Company owned mobile devices
• Support for Webcast
• Monitor High impact incident tickets
• Installation and configuration of SIPASS for ID badge access
Functions and Duties as a Network Support

• Monitoring Network Bandwidth and status nationwide
• Perform network troubleshooting  (laptop, desktop, IP phone, Company owned mobile devices
• Provide on-site physical assistance on back-end network and system equipment
• Patching/ re-patching of cable relative to incident/request
• Enable and disable network port
• Troubleshooting to identify if the problem is NIC, cable or wall port. Perform patch cable replacement based on availability
• Offsite visit for Data center and equipment monitoring report
• First line for network related issue
• Escalate issue and involved expert in order to resolve issues as quickly as possible
Functions and Duties as a Field Support Engineer

• Hardware troubleshooting and changing defective parts for desktop and laptop in different company / Customer
• Mass deployment of Desktop in different company
• Back up as an Onsite Engineer
• Installing software’s application

• Working knowledge in MS Office / Office 365
• Exceptional Knowledge of basic networking protocols
• Ability to clearly communicate technical concepts to non-technical people
• Ability to recognize, analyze and effectively solve problems in a timely and organized manner using industry best practice and procedures
• Experience of monitoring and reporting in large and complex environment
• Good knowledge in troubleshooting computers, laptops, mobile phones (IOS, Android) and determine what is the cause of the problem
• Familiar with hardware tools like servers, printers, networking and telecommunications devices
• Computer assembling and maintenance
• Familiar with Apple product (MAC, IPad, mobile phones, Laptops)
• Familiar in VMware
• Experience with Cisco Telephone
• Knowledgeable with Active Directory Environment
• Interpersonal and presentation skill
• Responsible, flexible and hard working
• Proficient in both written and spoken English
• Can Support in fast faced Environment


Tertiary             Adamson University Manila

Bachelor of Science in Information Technology

900 San Marcelino St. Ermita, Manila City

Yr.  2007 – 2012


Secondary          Saint Blaise High School

​   Poblacion Sebaste, Antique

Yr.  2002 – 2006




​ Age:                                28

Date of Birth:                 November 8, 1989

Height:                            5’8

Weight:                           185lbs

Citizenship:                    Filipino

Status:                             Single





John Dennis Solis

IT Security Analyst

Netrust Philippine Corporation



Fritzi Mae Lucas

HR Assistance

Phil- Data Business System Inc.



Lyra Tejada

Marketing Assistance




Rita Anne Dela Cruz

HR Shared Services Specialist MOD





2006/2012 Graduate at Adamson University


2012-present Helpdesk Analyst at Phil-Data Business System Inc.