Summary
Overview
Work History
Education
Skills
Software
Timeline
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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

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Software

HTML

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

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MARK PASCUAHelp Desk Analyst