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.• Coordinating with infrastructure department regarding deployment related matters and troubleshooting.• Managing and controlling build and release using auto-deployment tools i.e.• Atlassian Bamboo including another tools as appropriated.• Troubleshooting daily production and test issues.

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.• Monitor the health of the system by checking if the services and the IIS services are up and running in the application servers.• Collaborate with other teams if the issue requires the developers help.• Update Confluence pages for the additional requirements/features in theworkflows and document the tickets that have been resolved so other support and users can use them as a reference.

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.• Formulate workarounds and apply permanent solutions to address theissues.• Resolve users’ functional queries, gathers requirements, and coordinatewith the tech or dev team.• Write test scripts and then communicate with the QA Lead for approval.• Execute test scripts in QA and UAT, and documents, and presents themto the Stakeholders.• Monitor the health of the system using Zabbix to ensure the applicationis up and running smoothly.• Collaborate with other teams if new requirements or features are to beadded to the system.• Update wiki pages for the additional requirements/features in theworkflows so other support and users can use them as a reference.• Join weekly team meetings for sharing ideas across the system wesupport.• Lead four application support in the team.

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.• Debugged, analyzed, and solved issues encountered by the users.• Coordinated and managed team members from the project which includes security, testing, development, infrastructure, etc.• Tested several APIs that were needed for the project.

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.• Read application logs from production.• Performed replication of the production issues in the lower environment such as QA or UAT.• Resolved user issues in production.• Performed software QA testing.• Effectively communicated to European, and South East Asian clients whenever an incident occurred.

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• Analyzed the root cause of the incident and applied a permanent fix without breaching the SLA• Resolved problem tickets effectively in a very tight schedule• Addressed and communicated effectively with clients’ change and service requests by completing the tickets• Became a sub-lead and provided training to four resources which have become reliable resources in the project