Mark A. Email & Phone Number

Deliver comprehensive L2 and Escalations support to NCH Software end users via tickets, chat, and calls. This encompasses a wide range of services including installation assistance, troubleshooting with bug detection, testing, and documentation for various program categories:VOIP, FTP, call center environment applicationsBusiness applications for inventory and salesMultimedia tools such as editors and convertersHandle all escalated tickets from L1 and the support manager. Troubleshooting and setup processes may necessitate engagement with third-party resources and a solid understanding of basic networking and system configurations across Windows, Mac, Android, and iOS platforms.Effectively communicates and escalates encountered bugs to developers, providing all necessary documentation post-issue replication, such as trace files (logs), video demos, and sample files after local testing using multiple virtual machines on different environments for better accuracy.Additionally, moderates the community forum to ensure a helpful and informative user experience.

Davao, Davao Region, Philippines

Provide technical support for Vodafone DSL and POTS services, including activation, modification, and troubleshooting / Manage end-to-end provisioning processes for DSL and POTS services.Collaborate with different internal teams to resolve escalated technical issues promptly.Maintain accurate records of support interactions and technical resolutions.Contribute to process improvement initiatives to enhance service delivery efficiency.

Davao, Davao Region, Philippines

Proficiently handle technical support inquiries for AT&T Uverse VoIP, Fibre, IPTV, and mail server provisioning.Troubleshoot and resolve customer issues pertaining to service activation, configuration, and performance.Execute provisioning tasks for VoIP, Fibre, and IPTV services with precision and efficiency, ensuring seamless service delivery.Collaborate closely with internal teams to resolve complex technical issues, ensuring customer satisfaction and service reliability.Document support interactions, troubleshooting steps, and resolutions accurately for reference and continuous improvement.

Davao, Davao Region, Philippines

Provide expert technical support for Cisco and Linksys Small Office/Home Office (SOHO) end-users and techhnicians alike.Proficiently set-up, configure and troubleshoot network and hardware related issues.Implement and troubleshoot bridged and unbridged network architectures to meet customer requirements and optimize network performance as needed.Document support interactions, resolutions, and network configurations accurately for reference and continuous improvement.

Mechanical Engineering

Activities and Societies: Tau Gamma Phi

Information Technology