Mark Martin Reyes Email & Phone Number

Makati, National Capital Region, Philippines

• Responded promptly to production emergencies and urgent cases.
• Handled incidents and service requests as L1 and L2 support.
• Analyzed issues and coordinated with L3 if code fixes or changes were needed.Troubleshot the application and provided analysis.
• Conducted test scripts in QA environment.
• Participated in hotfixes, release management, and maintenance of applications.
• Documented support processes, solutions, and best practices for internal knowledge sharing.

Bangkok, Bangkok City, Thailand

• Working closely with development team to understand new features, configurations and elements to be deployed in each package.
• Possessing specialist knowledge of operating systems, devices, applications and software.
• Providing technical support to teams within the organization, and to external clients when required.
• Assisting with system integrations.
• Identifying and resolving technical issues.
• Managing coordination at a local and international level where required.

Quezon City, National Capital Region, Philippines

• Respond to production emergencies and urgent cases.
• Communicate through chat, call and email with the users for a betterunderstanding of their issues.
• Replicate the user's issues from Production to lower environments likeQA and UAT.
• Perform an investigation to find the root cause of the issues.
• Formulate workarounds and apply permanent solutions to address theissues.
• Resolve users’ functional queries, gathers requirements, and coordinatewith the dev team if the issue requires code changes.

Makati, National Capital Region, Philippines

• Acts as a site owner that is responsible for managing, planning, andtracking the deployment of hotfixes/patches/upgrades.
• Communicate through chat or call with local ITs and users for a betterunderstanding of their issues.
• Respond to production emergencies and urgent cases.
• Assess all the terminal’s needs to make the system more efficient forthe users.
• Replicate the user's issues from Production to lower environments likeQA and UAT.
• Perform an investigation to find the root cause of the issues.

Metro Manila, National Capital Region, Philippines

• Studied and analyzed the requirements for the system.
• Lead the vendors and testing team for the design and implementation of the system.
• Aided, training, and supervised the testing team in the implementation of the system.
• Ensured that project is in scope and timeline.
• Monitored the life cycle of the project and ensured that each part is properly executed.
• Prepared the project specification and technical implementation.

Metro Manila, National Capital Region, Philippines

• Responsible for Incident Management according to SLA signed with BASS customers.
• Provided first-level remote technical service and support to BASS international customers.
• Provided timely support status reports to BASS customers.
• Maintain a professional and proactive approach to meeting customer needs and expectations to achieve customer satisfaction.
• Effectively supported the clients without breaching the SLA and even without prior formal training in BASSnet System.
• Analyzed the root cause of the incident and applied resolution without prior formal classroom training.

Metro Manila, National Capital Region, Philippines

• Developed forms for electric bills, letters, notices, and statements based on functional design without prior formal training.
• Fixed defects raised towards the application
• Created and executed test scenarios, code, and unit testing
• Created documents based on the final output, and technical designs, and build handover documents
• Created training documents, decks, and manuals for Oracle Documaker Studio application
• Supported client after the system has gone Go Live