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

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

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

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

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

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

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.