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MARK PASCUA
Help Desk Analyst
Honolulu,HI
Summary
Perceptive Technical Support Service Desk Specialist with established troubleshooting skills. Bringing over 3+ years of professional experience in help desk and technical support services. Extensive knowledge of using and problem-solving various computer issues and equipment. Successful in providing network support and maintenance to 6+ workstations, while still prioritizing client satisfaction.
Overview
6
6
years of professional experience
Work History
Help Desk Analyst
Hawaii Gas
10.2023 - Current
- Generated reports to track performance and analyze trends.
- Improved overall system stability by identifying potential risks during routine maintenance tasks and escalating them to appropriate teams for resolution.
- Collaborated effectively with cross-functional teams on large-scale projects, ensuring seamless integration of end-user support throughout the project lifecycle.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
Help Desk Analyst
Taco Bell Corprate
01.2019 - 03.2023
- Provide Tier 1 IT support by servicing non-technical internal user queries through desk side support services.
- Used ticketing systems to manage and process user queries across 7000+ establishments maintaining a 98% resolution success rate.
- Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Provide first line analysis and resolution of escalated problems - to include using basic system operating commands to resolve software application problems as well as hardware problems.
- Managed clients' expectations of support and technology functionality in order to provide positive user experience.
- Developed and documented query troubleshooting procedures for onboarding new hires and supporting existing staff. Leveraged ticketing systems to efficiently manage and process support requests.
Bartender
Kanghodong Baekjeong
01.2018 - 01.2019
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Coordinated with team members to ensure seamless operations, utilizing effective communication across relevant stakeholders to minimize errors and enhance customer experience
- Demonstrated exceptional proficiency in multitasking and time management, prioritizing and executing tasks efficiently while delivering top-notch customer service, processing orders accurately, serving high-quality food, and elevating the bar experience with creative drink-making skills
Education
Boot Camp Certificate -
University of California Irvine
Irvine 06.2019 - 08.2019
Skills
Software Diagnosis
Technical Issues Analysis
Technical Support
Client Success Management
Logging Support Tickets
Technical Documents Comprehension
User Training
Incident Management
Interpersonal Communication
Hardware support
Software
CSS
Javascript (ES6) React
Node
MongoDB
SQL
Bootstrap
Xenial POS
Eloview
TeamViewer
ServiceNOW
HaloITSM
Active Directory
Office 365
Timeline
Help Desk Analyst
Hawaii Gas
10.2023 - Current
Boot Camp Certificate -
University of California Irvine
06.2019 - 08.2019
Help Desk Analyst
Taco Bell Corprate
01.2019 - 03.2023
Bartender
Kanghodong Baekjeong
01.2018 - 01.2019