Mark Rollin Borja
IT Support
Kerrville,TX
Summary
Forward-thinking Operations Specialist bringing 6 years of expertise in IT Support for IT industry businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Microsoft 365, Google Workspace and SaaS (Software as a Service).
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
IT Support /Freelancer
Online Jobs Platforms
12.2022 - 08.2023
- Collaborated with clients to define project requirements and deliverables.
- Researched and identified innovative solutions to acquire resources and meet customer needs.
- Analyzed user feedback to gather input and identify areas required for improvement.
- Developed and maintained user documentation to establish product understanding.
- Optimized websites and mobile applications to achieve maximum performance.
- Debugged and resolved technical issues related to website and mobile applications to minimize disruptions.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Educated staff on organizational mission and goals to help employees achieve success.
- Devised and implemented processes and procedures to streamline operations.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
IT Support Specialist - Remote
OJO Bookkeeping
04.2019 - 10.2022
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Monitored systems in operation and quickly troubleshot errors.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Communicated with clients to verify roots and causes of computer problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Connected to computer of client using remote link to install new programs and applications.
- Deployed software and hardware updates and patches to increase speed and performance.
- Installed and maintained hardware and computer peripherals to enhance and upgrade performance.
- Responded to customer inquiries and provided technical assistance over phone.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Offered assistance in implementing and developing training programs.
- Tested new software and hardware prior to deployment.
- Developed and implemented preventive maintenance procedures.
- Assisted in development of system security protocols.
IT Administrator
Department Of Justice (Province Of Bukidnon)
04.2018 - 04.2019
- Monitored systems in operation and quickly troubleshot errors.
- Researched product and issue resolution tactics to address office concerns.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and printer.
- Assisted with updating technical support best practices for use by team.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Configured hardware and granted system permissions to new employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Monitored system performance to identify potential issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
IT Hardware Technician - Freelancing
Facebook Groups
01.2017 - 04.2018
- Maintained technology equipment performance by configuring, diagnosing and repairing hardware.
- Investigated hardware product issues involving materials and software and devised solutions.
- Maintained detailed documentation through all phases of development, testing and analysis to enhance organizational productivity.
- Strategically implemented new computer projects and hardware installations to improve workflow.
- Demonstrated strong knowledge of all types of electrical components, operations, specifications and proper testing methods.
- Designed computer hardware components and peripheral devices.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Managed program errors with analytical approach focused on troubleshooting, diagnosing and resolving each problem.
- Developed and tested software solutions to meet customer needs.
- Implemented and maintained software solutions according to customer requirements.
- Supported efficient use of available computer terminals and network access by coordinating schedules.
- Developed and designed software for variety of applications.
Education
Bachelor of Science - Computer Science
Xavier University (Ateneo De Cagayan)
Cagayan De Oro City, Philippines03.2016
Skills
- Training and Development
- Critical Thinking
- Written Communication
- Decision-Making
- Dependable and Responsible
- Teamwork and Collaboration
- Multitasking Abilities
- Planning and Coordination
- Analytical and Critical Thinking
- Google Workspace
- Maintenance and Repair
- Problem-Solving
Timeline
IT Support /Freelancer
Online Jobs Platforms
12.2022 - 08.2023
IT Support Specialist - Remote
OJO Bookkeeping
04.2019 - 10.2022
IT Administrator
Department Of Justice (Province Of Bukidnon)
04.2018 - 04.2019
IT Hardware Technician - Freelancing
Facebook Groups
01.2017 - 04.2018
Bachelor of Science - Computer Science
Xavier University (Ateneo De Cagayan)
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