Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mark Gonzaga

Doha,Qatar

Summary

A capable Technical Support Specialist experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems. Resourceful IT Technician offering 13 years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals, and recording technical issues. Outgoing and friendly with strong motivation for success.

Overview

14
14
years of professional experience

Work History

Technical Support Specialist

QCS Outsource Project: TEXAS UNIVERSITY
01.2023 - Current
  • Primary support for PCs and other IT equipment deployed in labs.
  • Create reference images for PCs and laptops to:
    o Staff / Faculty / Researchers
    o Engineering labs (petroleum, chemical,electrical and computer, mechanical, science)
    o Open access labs
    o Lectern / Podium
  • Coordinate with departmental lab coordinator to ensure all PCs in labs are running and all necessary software is installed before start of every semester.
  • Prepare new computers and mobile devices according to internal policies on standardized software and security deployments for all faculty, staff, and researchers.
  • Primary support for PCs and other IT equipment deployed in labs
  • Recommend, evaluate, and test PCs, laptops, desktops, and printers before purchasing.
  • Install PCs for staff, faculty, and researchers.
  • Attend helpdesk calls about incidents, problems, and change requests.
  • Supervise student workers working under IT Operations.
  • Troubleshoot hardware and software-related issues in labs.
  • Inventory of IT equipment.
  • Cable Management

IT Support Specialist

QCS Outsource Project: NAKILAT(QATARGAS TRANSPORT)
10.2013 - 12.2023
  • Reimaging, deployment, and management of Windows systems and applications in company’s corporate environment.
  • Enrollment of Computers and handheld devices to Microsoft Intune.
  • Manage Software Deployment using ManageEngine Desktop Central.
  • Manage and monitor enterprise network printers using web-based managementsoftware.
  • Provides support on Microsoft Office applications such as Outlook,Word, Excel & Powerpoint.
  • Troubleshooting hardware and software issues.
  • Maintain IT Assets Inventory.
  • Configure IP Phones with Cisco Unified Communications Manager.
  • Perform timely workstation hardware and software upgrades as required.

IT Service Desk Support

IBM SOLUTIONS DELIVERY
04.2010 - 05.2013
  • Provide helpdesk support and resolve problems to the end user’s satisfaction.
  • Maintain inventory of all equipment, software and software licenses.
  • Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems.
  • Maintaining accurate records of all issues with resolution and contact details.
  • Installation and routine maintenance of desktop,lap[top and printers.
  • Reimaging of Desktop’s and Laptop’s.
  • Installation of device drivers & hardware components.
  • Monitor e-mail notifications from servers (application servers, antivirus server, mail server, power events, etc). Works with Clients and other staff (technical and sales) to respond as necessary.
  • Install, test and configure new workstations, peripheral equipment and software.
  • Assist with onboarding of new users.

Education

Bachelor of Science - Computer Engineering

Technological Institue of The Philippines
Cubao Quezon City, Philippines
04.2010

Skills

  • Remote Desktop Services and Support
  • Application Installations
  • Troubleshooting and Diagnosing
  • Technical Instruction
  • Remote Technical Assistance
  • Computer Diagnostics
  • Resolving Problems and Incidents
  • Hardware and Software Repair
  • Microsoft Windows and Office
  • Documentation Development
  • Verbal and Written Communication
  • Help Desk Support
  • Time Management
  • Problem-Solving
  • Customer Communication and Empathy
  • Online Chat Support
  • Remote Technical Support
  • Report Preparation

Timeline

Technical Support Specialist

QCS Outsource Project: TEXAS UNIVERSITY
01.2023 - Current

IT Support Specialist

QCS Outsource Project: NAKILAT(QATARGAS TRANSPORT)
10.2013 - 12.2023

IT Service Desk Support

IBM SOLUTIONS DELIVERY
04.2010 - 05.2013

Bachelor of Science - Computer Engineering

Technological Institue of The Philippines

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Mark Gonzaga