Mark Leonard Sumanting Email & Phone Number

Portsmouth, England, United Kingdom

Singapore

• School ICT Executive
• Associate of the School’s ICT Head of Department in overseeing and managing the ICT Department. Responsibilities include but not limited to:o Procurement Officer for all ICT Equipment, Consumables and IT Serviceso.

Singapore

• Executing NCS Project (SSOE – School’s Standard Operating Environment):
• Maintenance of SSOE Equipment (Laptops and Workstations which totaled to more than 900 seats) in all Computer and Science Laboratories, Staff Rooms and all Offices within the campus
• Personally assisting the school’s VIPs, management teams, teaching and non-teaching staffs on any IT related issues
• Liaise with vendors on any hardware replacement on any SSOE Machine Act as Information and Communication Technology Officer (School ICT):
• Direct contact for support, assistance and management of school’s computer-based information systems which includes but not limited to:o Oversee School’s Remote Print Server via vendor (EpSoft)o Maintenance and repair.
• Involved and participated in promoting NCS Project: SSOE (Shool’s Standard Operating Environment).

Ortigas, Pasig City, Philippines

• Fulfilled a day-to-day Supervisory Tasks which includes but not limited to:
• Review, monitor and evaluate team members’ performance using Key Performance Indicators metrics
• Supervised and mentored staffs, which includes coaching, mentoring and inspiring team members to improve on performance, productivity and enhancing skills
• Organize up-trainings and team meetings to discuss good works and performance improvements
• Liaise with Tier 3 departments to ensure that client matters are addressed on a timely manner
• Handling Supervisory Calls Involvement and Accomplishments:

Ortigas, Pasig City, Philippines

• Took ownership on all client’s technical issues and ensured solution and response are provided in a timely manner.
• Contact clients with Technical Issues and coordinate with respective departments and/or third party companies to ensure that matters are resolved on time. This includes constant monitoring, follow up and pacifying.
• Primary Author of ADSL Engineering Training Manual (2007)o Comprises Technical Troubleshooting and Escalation Procedures on TPG ADSL and ADSL2+ issues.
• Trained newly recruited Engineers
• Point of Escalation for Customer Complaints and Compensation Requestso Generate Technical Report for Compensation and Cancellation Requestso Coordinate with Customer Service Department Level 2 on difficult cases.
• Point of Escalation and Inquiry of the Engineering Department

Makati City, Philippines

• Maintain Average Handling Time while delivering First Call Resolution on a daily basis
• Supports All Earthlink’s Internet Services from Dial Up, ADSL, Cable, and Home Networking
• Coordinating with 3rd party companies to address issues of clients in a timely mannerAccomplishments:
• Point of Contact on SME Level to provide assistance to Level 1 Support
• Awarded “Be a Better Merchant” for up selling Earthlink’s security software and other services

Ortigas, Pasig City Philippines

• Phone Support – (Inbound and Outbound) Troubleshoot all types of Dell Computers and Printer Systems Accomplishments:
• Awarded “Customer Experience Champion” for exercising an exemplary service to customers
• Key role in providing Junior Technical Representatives support

Bachelor Of Science (B.S.), Computer Engineering

Computer Technology/Computer Systems Technology