Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Mark Anthony Martin

Houston,TX

Summary

Client-focused professional with 16+ years of experience in service operations, digital support, and business process improvement within the financial services industry. Support for JPMorgan Chase's digital client platforms through L2 technical and strategic assistance, optimizing tools such as ServiceNow. Expertise in cross-functional collaboration, operational process analysis, and leading initiatives that improve customer experience and service delivery. Proficient in converting complex data into actionable insights, aligning service strategies with organizational objectives. Background in troubleshooting and problem-solving, committed to exceeding client expectations in a team-oriented environment.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Client Service Associate (Digital Client Support)

JPMorgan Chase
Houston, USA
07.2022 - Current
  • Delivered exceptional front-line support to institutional clients across JPMorgan’s digital platforms via phone, email, and IM, ensuring timely resolution and outstanding client experience.
  • Provide technical assistance for over 250+ JP Morgan Markets applications, addressing issues related to transactions, trade reporting, settlement exceptions, and more.
  • Troubleshoot login issues, entitlements, access errors, and system-related incidents, escalating to L2 support when necessary and serving as a liaison between clients and internal teams.
  • Investigate client inquiries end-to-end, understanding how the issue affects the client, analyzing transaction data, and determining the appropriate resolution path.
  • Support development and refinement of ServiceNow workflows, improving ticketing efficiency and integration.
  • Actively contributes to incident management and operational projects to enhance client service delivery.
  • Identify knowledge gaps and raise solutions or escalations to subject matter experts or leadership.
  • Delivered a knowledge base improvement initiative that streamlined internal documentation and boosted team productivity.
  • Demonstrated flexibility by supporting multiple product models and adapting quickly to system updates and support model changes.
  • Apply OKR (Objectives and Key Results) framework to measure and optimize personal and team performance.
  • Experience in using data analytics tools (e.g., ServiceNow reporting, Excel dashboards) to identify trends and improve issue resolution processes.
  • Conduct weekend testing as required and contribute to system readiness assessments and enhancements.
  • Thrive in a fast-paced, evolving environment, quickly learning new tools and adapting to frequent process and system changes.

Remote Desktop Support / VDI Tech Ops Analyst

JPMorgan Chase
Houston, USA
09.2012 - 04.2019
  • Provided end-user tech support for trading teams and senior leadership.
  • Supported VDI infrastructure, remote access, and core business application troubleshooting.
  • Participated in feedback loops for ServiceNow testing and enhancement.
  • Lead contact for WePay, managing platform integration and ongoing issue resolution.

Tech Support Specialist

Hewlett Packard
Houston, USA
07.2009 - 07.2011
  • Delivered hardware/software support and trained new employees on IT tools and protocols.
  • Maintained systems and resolved end-user technical issues to support productivity.

Education

B.S. - Business Management

Ateneo De Zamboanga University
Zamboanga City
01.2003

Skills

  • Client service and incident management
  • Customer experience strategy and journey design
  • Call center operations and incident management
  • L1 technical troubleshooting
  • ServiceNow platform enhancement and knowledge management
  • Application support for JP Morgan Markets
  • Communication
  • Process improvement
  • Cross-team collaboration
  • ServiceNow / Active Directory / Splunk
  • Ibid request management, RSA console
  • Microsoft Office Suite

Languages

Tagalog
Native/ Bilingual

Certification

  • CompTIA A+ Certified
  • Cisco Networking (HCC)

Timeline

Client Service Associate (Digital Client Support)

JPMorgan Chase
07.2022 - Current

Remote Desktop Support / VDI Tech Ops Analyst

JPMorgan Chase
09.2012 - 04.2019

Tech Support Specialist

Hewlett Packard
07.2009 - 07.2011

B.S. - Business Management

Ateneo De Zamboanga University

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