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 Assisting the ICT Head of Department in allocating ICT funds and resources (on ICT Services, Computer Hardware and Software basis)o Vendors’ Point of Contact on all ICT Transactions o Managing of school’s ICT Assets and Inventories (both SSOE and Non-SSOE machines)o Administering of School’s Private Network, Network Attached Storage (RAID-NAS), School’s Online Announcement System and School Staff’s E-mail Accountso Overseer of ICT equipment and services’ functionality on a daily basis o Charge hand of School’s Technical Assistants / Desktop Engineerso Aid to Technical Assistants assisting the school’s VIPs, management teams, teaching and non-teaching staffs on any IT related issues School ICT Trainer o Computing Trainer for the school’s Junior High students (Year 1 and Year 2). o. Provided instruction, guidance, and support to individuals or groups of learners who are seeking to improve their computing skills. This can involve a variety of activities, including creating and delivering training courses, developing training materials, conducting one-on-one coaching or mentoring sessions, and facilitating group discussions or workshops.o Covered ~190 Training Hours from July 2014 to June 2015 of Basic Computing and Python Programming Language Involvement : o Expansion of the school private wireless network coverage.o Implementation of Mobile Device Management Solution for School iPads and other Mobile Deviceso Supervised the School Seat Refresh of more than 900 End of Service Computing Devices

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 of on any school-owned computer-based equipment o Managing and organizing IT Inventory which comprises of all SSOE and School-Owned equipment o Assist in equipment condemnations and any procedure related as suchInvolvement : • Involved and participated in promoting NCS Project: SSOE (Shool’s Standard Operating Environment). • Point of contact during the planning, installation and implementation of NCS Project : SWN (School Wireless Network).

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 : • Part of the Technical Working Group that streamlines escalation procedures through maximization of escalation tools and to standardize the troubleshooting simplification.• Generated the Key Performance Indicators Metrics for the Engineering Department

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 aggravated clients Accomplishments : • 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