Mark Kevin Martin Email & Phone Number

Dubai, United Arab Emirates

• Managing the help desk team and evaluate performance• Ensuring customer service is timely and accurate on a daily basis• Training and supporting help desk engineers• Set specific customer service standards• Maintain and develop the ITIL system (Halo PSA) and Remote Management tool (Syxsense)• Responsible for advanced troubleshooting and escalation• In charge of maintaining comprehensive documentation of troubleshooting processes, solutions and best practices

Dubai, United Arab Emirates

• Provide Remote and On-site support to client• Check the daily backup of the assigned client server.• Communicate with client about their requirements, issues or technical concerns• Manage the Firewall of the clients. (Fortinet, Unifi & SonicWall)• Configure and Administer the Office365 (SharePoint, OneDrive, Exchange & Teams) and Google Workspace.• Manage and maintain company-wide Webroot Security Antivirus & Kaspersky Antivirus• Provide technical expertise in project planning and implementation (Office relocation, Network Overhaul/Rebuild, Email Migration, Server upgrade, New office setup)• Configure and manage the Server of the client. (Dell, HP, & Synology)• Involved in deployment and take-down of IT devices during big events like in sports tournament and or large conventions• Provide training and supporting documentation to end-users• Research products, methods, or tools that may assist in enhancing the infrastructure

Dubai, United Arab Emirates

• Provides second-line investigation and troubleshooting• Assists Project Engineers in implementation and deployment of IT Devices• Troubleshoots and resolves desktop and network incidents• Data backup setup (Cloud and Local)• Installation and configuration of IT devices (Network Firewall, Switch, Server, UPS, NAS, VOIP PBX, Multi-Functional Printer, CCTV NVR, and Wi-Fi Access Point)• Conducts hardware and software maintenance and support• Maintains documentation of IT Infrastructure and Inventory• IT audit and site surveying

Dubai, United Arab Emirates

• Providing technical support on-site or through remote access• Troubleshoot and resolving system and network problems• Set up network devices such as firewall, routers, and switches• Administering domain e-mail accounts (Mailbox quota, IMAP/POP3 Configuration, PST)• Responsible for network security by creating firewall rules, policies, web-filter and application filter• Setup site-to-site VPN mostly on Sophos XG, Fortigate and Sonicwall firewall routers• Responsible for desktop security by installing endpoint antivirus agent• Network cabling (crimping, punching and trunking)• Windows server administration (DNS, AD, GP)• Ensures daily smooth operation of client’s Head office and branches• Installation and configuration of NAS devices

Dubai, United Arab Emirates

• Desktop/Laptop hardware services including the supply, installation, upgrade, maintenance, support, and disposal of hardware • Ensures day-to-day productivity of assets without or less downtime • Imaging windows over the network • Assists remote team • Relocation and setup of PC in new offices • Became part of integration team to support the whole cycle • Involved in installation and configuration of banking system applications

Philippines

• Performed server monitoring and data backup• Troubleshoot hardware, software and network issues• Graphics Designing (Tarpaulin, Business Card, Photo Editing)• CCTV implementation and maintenance• Troubleshoots and repair computer problem• Import and export employee timesheet in Biometrics• Deploy computers, printers and analogue phones in new offices• Upgrade computer components

Philippines

• Involved in planning of centralization of the banking system• Provides technical support and training to users.• Supports all Systems and LAN security administration• Scheduling server backup• Performs system enhancements (software and hardware updates) that will improve the performance and reliability of the system.