Candidate No. 364765
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Glen Mark

Systems Networking and Administration

Skills

★★★ Advanced:

ITIL V3 Foundations, ITIL Process, Atlassian JIRA, ServiceNow, more

★★ Intermediate:

VPN, Computer Networking, Wireless Networking, Microsoft Active Directory, more

Hourly Rate Gauge

Today's value  AUD $15.43

$13.59

if $ 1 = PHP 42

$17.07

if $ 1 = PHP 30
Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

Employment Preferences

Availability:

 Full Time

Preferred Timezone:

Not Applicable

Hourly & Monthly Rate:
(inclusive of service fee)

Full Time: AUD $15.43 per hour or $2674.07 per month

*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
  • Mark possesses extensive experience in IT leadership, customer support, and technical problem-solving across diverse industries, including healthcare, education, and telecommunications.
  • With over 15 years of professional expertise, he has demonstrated his ability to lead teams, manage cloud-based systems, and oversee complex IT operations.
  • His credentials include certifications in ITIL v3.0 and Azure Fundamentals, showcasing his adherence to industry best practices. Additional certifications in Six Sigma (Yellow Belt) and Microsoft Office 365 further highlight his commitment to technical excellence and process improvement.
  • Successfully managed and maintained cloud computing infrastructure, ensuring reliability and performance while aligning IT systems with organizational goals.
  • Led quality assurance initiatives for healthcare mobile applications, delivering optimized user experiences and seamless functionality.
  • Directed onboarding and offboarding processes for employees, streamlining operations and enhancing user satisfaction.
  • Improved team collaboration and workflow efficiency by implementing project management solutions through tools like Jira and Confluence.
  • Demonstrated strong leadership by mentoring teams, resolving escalations, and fostering a culture of continuous improvement.
  • Leadership and team management, process optimization, remote troubleshooting, customer relations, and quality assurance.
  • Expertise in cloud platforms (Azure, VDI, AWS), Active Directory, Office 365 Administration, Microsoft Teams Admin, Atlassian Suite (Jira, Confluence), ServiceNow, WebEx, and Zoom.
  • Support Tools: VPN tools (Cisco AnyConnect), remote support utilities (BOMGAR, Microsoft RDP, Anydesk), and collaboration platforms.
  • Can start immediately.
Predictive Index Behavioral Profile - Guardian 

Strongest Behaviors
  • Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”
  • Cautious; follows a well-established and proven plan to avoid making mistakes. Does the background research necessary to have proof to support decisions before action is taken.
  • Detail-oriented and accommodating; most comfortable working as part of a well-defined team for which they produce high-quality output and decisions.
Behavioral Summary

A very conscientious and disciplined person; particularly careful, thorough, and accurate in their work. This individual is exacting and strives to produce results that precisely meet the established goals. Works best where there are clear standards, expectations, reporting relationships and measurements for the work. Glen Mark will depend upon professional training, their own experience, or management leadership, to provide those standards and the structure needed for their work.
Employment History
IT Tech Lead and Customer Support Lead
Industry:Healthcare / MedicalEmployment Period:June 2022 to October 2024 (28 Months)Duties and Responsibilities:• Managed V2d cloud computer infrastructure, overseeing deployment, maintenance, and security, ensuring optimal performance and reliability.
• Administered Office 365, specializing in Identity, Exchange, Teams, and SharePoint, configuring and troubleshooting to meet the organization's needs.
• Led Atlassian Administration, maintaining Jira and Confluence, streamlining project management and collaboration within the company.
• Conducted quality assurance for virtual physical therapy mobile apps for Android and iOS, ensuring seamless functionality and user experience.
• Handle escalations for reported bugs.
• Enhanced operational efficiency by implementing strategic process improvements across the organization's workflow.
• Directed and mentored teams for tech support and software development, providing guidance and fostering a culture of continuous improvement.
• Provided remote support for onboarding and offboarding processes, optimizing efficiency and user experience for employees.
• Managed client relationships, addressing inquiries, issues, and escalations, ensuring consistently high levels of client satisfaction.
• Engaged with stakeholders for change management and implementation, aligning technology initiatives with business objectives and strategic roadmap.
Online ESL Tutor
Industry:EducationEmployment Period:November 2016 to January 2022 (62 Months)Duties and Responsibilities:● Communicate clearly and concisely, both orally and in writing.
● Recognize variations in student backgrounds, abilities, and learning styles.
● Interact in a friendly and patient manner with students from different cultural backgrounds, students of all levels of language proficiency, and students who may have disabilities.
● Present standard American English language clearly and serve as a linguistic model for students.
● Talk in front of a large group (Online Group Class).
● Communicate effectively with students by articulating clearly, selecting vocabulary, and assessing comprehension by varying methods.
● Tutor all language skills areas.
● Explain grammar in an easy-to-understand way without overwhelming tutees.
● Respond to student writing both holistically and analytically.
● Listen actively and effectively in order to identify and solve problems, facilitate learning for students, and build student confidence.
● Help/guide students without doing the work for them.
● Acquire deeper understanding of both course material and tutoring techniques and be open to new ideas on how to help students.
● Operates office equipment including computers, data projector, and printer and supports word processing, spreadsheet, database management, network management, desktop publishing, and Internet navigation applications.
● Adapt to changing technologies and learn functionality of new equipment and systems.
● Work independently and collaboratively.
● Perform general clerical functions including maintaining accurate records and compiling information and statistics.
● Plan and organize work to meet changing priorities and deadlines.
● Learn and apply applicable federal, state, and local laws, codes, and regulations as well as administrative and departmental policies and procedures.
● Establish and maintain rapport, credibility, and working relationships with those contacted in the course of work and be a role model for students.
● Articulate clearly the information listed in the "Knowledge of" section below Knowledge of:
1. correct pronunciation
2. parts of speech
3. noun morphology
4. verb morphology
5. subject / verbs agreement
6. rules for basic verb tenses
7. basic writing conventions
8. coordination and subordination
9. fragments, comma splices, and fused sentences
10. punctuation marks
11. confusing words
12. spelling errors
13. topic sentences; thesis statements; introduction/body/conclusion paragraphs
14. rhetorical modes
15. writing processes
16. writing evaluation standards and techniques
17. vocabulary and language expression
18. computer-aided instruction techniques
19. Teaching English to Speakers of Other Languages (TESOL) methodology
20. office procedures, methods, and equipment including applicable software applications such as word processing, desktop publishing, spreadsheets, and database management
Senior Systems Engineer IT Service Desk Tier 2
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:July 2017 to April 2022 (57 Months)Duties and Responsibilities:● Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
● Uses the appropriate CTI categories for logging incidents and requests in Servicenow (SNOW).
● Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
● Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
● Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follow up with other support staff (service resources or resolver group) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
● Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
● Provides after hours and on-call support as needed.
● Adheres to and supports ITIL standards, policies, and procedures.
● Maintains and protects confidentiality with regards to all aspects of clients and employee information.
● Adheres to Code of Conduct and Mission and Value statements.
● Active Directory Users and Computers Knowledge About:
1. Creation of Distribution list, Security Groups, Service Accounts, Shared / Group Mailbox and Resource Room
2. NTID / account management (New hire and Departure Service Requests)
3. Computer / Machine management
●Microsoft Exchange Mail Server
● Trained with Office 365
● Outlook, OneDrive For Business, One Note
● CyberArk vault management and creation
● Service Now - Incident and Request
● Knowledge Base Management
● Mac OS Support
● VDI and AWS virtual device management / troubleshooting
● VPN Cisco AnyConnect
● Cisco Jabber
● Cisco Phone / Internet Phone
● Cisco WebEx
● BOMGAR (Remote Assistance tool) and Microsoft RDP
● Anydesk Remote Tool
● Join.me Remote Tool
● Google Remote
● Team Viewer Remote Tool
Senior Network Support Specialist
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:November 2014 to June 2015 (7 Months)Duties and Responsibilities:● Provide first call resolution through probing and troubleshooting with professional and courteous service across Netgear networking devices for home that includes: routers, switches, hubs, powerline adapters, wireless repeater / access point, IP camera, USB Wi-Fi adapters and Cable/DSL/Fiber modems.
● Document and track tickets to effectively communicate information internally and to customers
● Learn and stay up to date with the changes and emerging technologies
● Up sell and recommend changes in products and services to customers
● Meet performance standards/metrics set by the department (i.e. Attendance, Quality, AHT, etc.)
● Perform related work as required. Accomplishment Promoted as POC (Team Lead) internally in 2nd month of tenurity.
Tier 2 Tech Support / Customer Account Executive
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:January 2013 to September 2014 (20 Months)Duties and Responsibilities:● Provides Technical Support & Customer Service for Internet (Fiber), phone (VoIP), cable TV (X1 Platform) and Xfinity Home Security which includes troubleshooting, account and payment assistance.
● Process EMTA Wireless Gateway replacement, schedule Tech dispatch,
● Basic computer troubleshooting that includes browser optimization, LAN networking configuration and wireless configuration (IP configuration, clearing DNS, static IP, traceroute, provisioning and port triggering), and Xfinity Hotspot registration and authentication process.
● Phone (VoIP) troubleshooting that includes, call forwarding, call screening, call trace, call waiting, anonymous call rejection, speed dial, caller block id per call, caller ID on PC and TV, lastly porting in/out (request of transfer from another service provider).
● Home Security Camera configuration, mapping and other Home Security System (Provided by Xifinity / Comcast) that depends on Internet and telephony services. Accomplishment
Customer Service Tech Support Level 1
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:July 2011 to October 2012 (15 Months)Duties and Responsibilities:● Provides excellent and quality service over the phone by primarily assisting the customer with their DSL accounts that needs troubleshooting and repair to their modem PPPoE configuration, static IP, port forwarding and IP pass through.
● Router configuration that includes bridging AT&T modems to a supported AT&T router (CPE) and 3rd party router such as Linksys, Belkin, Netgear, Active Tech etc.
● Schedules Tech Dispatches, modem replacement/orders (Sales).
Network and System Administrator College IT Instructor
Industry:EducationEmployment Period:October 2007 to October 2008 (12 Months)Duties and Responsibilities:● Manage, upgrade and troubleshoot the institution database system, specifically the Enrolment System.
● Specify the requirements of hardware and software needed in the maintenance and troubleshooting of network peripherals, topology and PC hardware and software related tools.
● Expert in PC Assembly, setting up LAN network (Network Infrastructure) and Virtual Private Network.
● Software engineering such as making Database System for Enrollment System, Inventory System, Attendance System (Biometrics)
● Expert in resolving issues with Internet Connection problems using broadband connection (3G), DSL connections, 4G WiMAX connection and wireless Hotspots.
● Expert in detecting and removal of malicious file or network attacks made by viruses, Trojans, internet worms without corrupting or removal of file
● Expert in unlocking forgotten passwords with the most used WINDOWS operating systems like Windows Xp, Windows 2000 Server, Windows Vista and Windows 7.
● Expert in setting up routers (wireless or wired) such as Linksys, D-link, Emaxx, Roger, Huawei and Alcatel.
● Expert in firmware update of Android Devices, routers, modems, BIOS update for PC Computers, driver troubleshooting or update and OS update.
IT Helpdesk Supervisor
Industry:Transportation / LogisticsEmployment Period:February 2009 to February 2011 (24 Months)Duties and Responsibilities:● Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
● Respond to queries either in person or over the phone.
● Write training manuals.
● Train computer users.
● Maintain daily performance of computer systems.
● Respond to email messages for customers seeking help.
● Ask questions to determine the nature of the problem.
● Walk customers through the problem-solving process.
● Install, modify, and repair computer hardware and software.
● Clean up computers.
● Run diagnostic programs to resolve problems.
● Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
● Install computer peripherals for users.
● Follow up with customers to ensure the issue has been resolved.
● Gain feedback from customers about computer usage.
● Run reports to determine malfunctions that continue to occur.
Customer Service Representative
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:February 2006 to July 2007 (17 Months)Duties and Responsibilities:● Performs exceptional customer service and always provides customer satisfaction by receiving and responding to telephone inquiries, complaints and other concerns.
● Deliver quality customer service through proper handling of clients' concern about their purchased product while maintaining if not exceeding service levels.
● Performs and provides inbound sales by placing the orders of the customer and up selling when needed.
● Assist customers with other after-sales concerns such as cancellation, order status and other necessary information.
● Verify and audit the old and up-sold items based on the orders made by the customer.
● Participate in the training classes and other similar programs as needed or as recommended by the intermediate superior.
● Performs other duties and responsibilities that may be assigned from time to time.
Education History

Field of Study:

Computer Science/Information Technology

Major:

Computer Science

Graduation Date:

August 2005

Located In:

Philippines

License and Certification:

ITIL v3, Azure AD, Six Sigma Yellow belt

Skills

★★★ Advanced:
ITIL V3 Foundations, ITIL Process, Atlassian JIRA, ServiceNow, IT Technical Support, Office 365, Office Administration, Windows Azure, Remote Troubleshooting, Remote Desktop Administration, Remote Computer Repair, Windows Administration, Mac OS

★★ Intermediate:
VPN, Computer Networking, Wireless Networking, Microsoft Active Directory, Software Testing, Cloud Computing, Apple iOS, Android OS, Windows PowerShell

Work at Home Capabilities

Internet Bandwidth:

Between 5mbps to 100mbps

Working Environment:

Private Room

Speed Test Result:

https://www.speedtest.net/result/17153378758.png

Internet Type:

Broadband

Hardware Type:

Desktop

Brand Name:

ASUS

Processor:

Ryzen 7 5700G

Operating System:

Windows 11