Candidate No. 523663
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Mark Oliver

Systems Networking and Administration

System Administrator

Server Administrator

IT HelpDesk Specialist

Skills

★★★ Advanced:

Microsoft SQL Server 2012, Microsoft SQL Server, ITIL Process, Microsoft Active Directory, more

★★ Intermediate:

Oracle, more

Hourly Rate Gauge

Today's value  AUD $34.60

$29.61

if $ 1 = PHP 42

$39.50

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:

Australian Eastern Standard Time, US Eastern Standard Time, UK London

Hourly & Monthly Rate:
(inclusive of service fee)

Full Time: AUD $34.60 per hour or $5997.44 per month

*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
Oliver has an associate degree in Computer Systems & network technology. He has been working for 10 years in the BPO and IT industries supporting both Australian and US clients. He has handled different roles such as Senior Cloud Site Reliability Engineer, Technical Application Support Engineer, Service Operations Analyst L2 (NOC & Desktop Support), and L3 System Administrator. He has acquired both ITIL Foundation Certification and Microsoft Certified Windows 7 Certification. His expertise is in line with infrastructure and databases. He has performed the following tasks:
  • Maintaining, restoring, and doing back-ups for the database
  • Handling application support in the US under a Financial account
  • Support exchange servers and office365 set-up
  • Supporting end-users issues with Active Directory, company servers, backup & restore messaging, and security software installation under the workstation
One of the highlights of his career was when he was given a commendation along with his other teammates when they handled and solved a complex issue of their client. 
He is proficient in using the following tools/software:
  • Windows Servers (2008, 2012, 2022)
  • SQL Management Studio
  • Windows 7, 10 & 11
  • Office365
  • Active Directory
  • Azure Active Directory
  • Hyper-V & VMware
  • Microsoft Office 
  • ServiceNow
  • Oracle
He needs 2 weeks' notice to start
He is amenable to working on a dayshift schedule for any full-time role. 

Predictive Index Behavioral Profile- Collaborator

Strongest Behaviors
  • Cooperative, easy-going, and agreeable in getting along with others. A focused, uncritical listener who won’t “rock the boat.”
  • Socially-focused, naturally empathizes with people, easily seeing their point of view or understanding their emotions. Positive, non-threatening communication.
  • Teaches and shares; often working collaboratively with others to help in any capacity.
Behavioral Summary

Oliver is a warm, informal, outgoing, and congenial person who gets along comfortably with most people, meets new people easily and enjoys doing so, and works as well in group situations as well as one-on-one. A persistent, eager helper; has the kind of comfort with intangibles required to do work requiring an intuitive understanding of others’ viewpoints and feelings.

Oliver is able to reach and stimulate others while being aware of and sympathetically interested in their needs. Unselfish and derives satisfaction from doing things for other people and being liked and appreciated by them for doing so.





 
Employment History
Customer Service Assistant
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:August 2002 to December 2003 (16 Months)Duties and Responsibilities:
  • Provision of support and services to and for the planholder, which shall include, but not limited to, policy issue, policy service, collections, data encoding and planholder reception
  • Undertaking of related and other tasks as may be assigned
  • Assist the Customer Service Officer and Customer Service Manager in attending the planholders
Sales Consultant
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:December 2003 to May 2004 (5 Months)Duties and Responsibilities:
  • Required to perform and pursue the highest possible level in the categories of sales production, continued education, responsibility and team commitment and morals and ethics
  • Deliver high quality and accurate presentations to all qualified persons who enter the Sales Center
  • Encourage prospects to acquire a plan and complete the gross contract price to the best of my ability
  • Fully complete and endorse to proper personnel all necessary documentation that is required to produce a policy
  • Secure quality referrals from all planowners who wish to participate in the referral program
  • Consistently follow-up on pending accounts until my clients have completed the total initial deposit and required paperworks
  • Maintain the production standards that are set by the company
ESC Agent
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:May 2005 to April 2006 (11 Months)Duties and Responsibilities:
  • Handle supervisor / escalated calls in a timely manner.
  • Handle customer calls in a timely manner.
  • Provide consistent, high quality service and accurate information to customers
Senior L2 TSR
Industry:Not ApplicableEmployment Period:November 2006 to September 2009 (34 Months)Duties and Responsibilities:
  • Provide advanced troubleshooting like malware removal, wireless networking, internet and email set-up, Microsoft office products, Windows XP and Vista setup and configuration
  • Security software deployment to client’s workstation
  • Provide consistent, high quality service and accurate information to customers.
  • Provide first-level technical support on basic operational or maintenance of a personal computers and /or peripherals using documented procedures and available tools.
  • Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls.
  • Escalate problems when unable to make proper determination.
  • Remain knowledgeable of Dell's product line and service offerings, current industry products and technologies.
  • Log customer contacts.
Senior Consultant / L2 SME
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:September 2009 to September 2012 (36 Months)Duties and Responsibilities:
  • Handle supervisor / escalated calls in a timely manner.
  • Helping customers with basic configuration and installation of certain security software (purchased separately by Customer); setup virus scan and personal firewall.
  • Peripheral Installation and “How-to” Support
    • Help install popular printers, cameras, mice and keyboards; troubleshoot common issues.
  • Spyware and Virus Diagnosis and Removal troubleshooting. Security software deployment to client’s workstation
  • Provides support for Smart Phones (Iphone, Nokia, Blackberry, HTC), Gaming Consoles (XBOX360, Wii, PS3), Digital Camera, Digital Camcorder.
  • Provides assistance and troubleshooting on Internet connectivity issues; DSL cable, filters, Modems and Routers; Operating Systems (Windows 7, MS Vista, MS XP)
    • PC optimization
    • Delete, modify and back up registry files, address Windows registry and control panel issues, add registry entries.
  • Provides Software installation and “How to” Support
    • Helping customers from UK with installation and how to setup common software applications, including how-to support for common Microsoft and Adobe Applications
  • Operating System(OS) Installation and Support
    • Help installing, upgrading and setting up Windows 7, Windows Vista™ and XP operating systems. Help with re-installations to resolve spyware or virus issues. Help with OS maintenance and “how to” questions. 
L3 System Administrator
Industry:Not ApplicableEmployment Period:October 2012 to June 2014 (20 Months)Duties and Responsibilities:
  • Supports the end-user with their Active Directory issues (password resets, AD lock out, Disabled AD accounts)
  • Supports and Managed Companies Servers, Backup and Restore, Microsoft Exchange Server, MS Messaging
  • Patching of Servers
  • Assists the end-user with the installation of hardware drivers and applications remotely.
  • Walk through the end-user in connecting to the company's Virtual Private Network(VPN)
  • Account Creation/update/deletion of the firm employees' AD, mailbox and other applications accounts
  • Support end user on any software concern like printer installation, wireless configuration, virus removal, microsoft office issue and windows o/s problems.
  • Security software deployment to client’s workstation
Retention Support III
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:July 2014 to February 2015 (7 Months)Duties and Responsibilities:
  • Handle customer calls in a timely manner.
  • Provide consistent, high quality service and accurate information to customers.
  • Assist Team Leader in doing reports
Senior Service Desk Escalation (L2)
Industry:Not ApplicableEmployment Period:June 2015 to September 2016 (15 Months)Duties and Responsibilities:
  • Handle escalation calls
  • Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills.
  • Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.
  • Main task is to log and escalate tickets to the correct support group.
  • Supports the end-user with their Active Directory issues (password resets, AD lock out, Disabled AD accounts)
  • Assists the end-user with the installation of hardware drivers and applications remotely.
  • Walks the end-user in connecting to the company's Virtual Private Network(VPN)
  • Account Creation/update/deletion of the firm employees' AD, mailbox and other applications accounts
  • Support end user on any software concern like printer installation, wireless configuration, virus removal, microsoft office issue and windows o/s problems.
  • Doing procurement of products needed by the client
  • Assist Team Leader in doing reports
Service Operations Analyst L2 ( NOC & Desktop Support)/ POC
Industry:Not ApplicableEmployment Period:September 2016 to December 2017 (15 Months)Duties and Responsibilities:
  • Experience with MS Suite (Ad, Exchange etc) with strong knowledge of desktop operating systems, MS Office and Citrix understanding
  • Supports Exchange Servers, MS Messaging, Office 365 set up and troubleshooting
  • Security software deployment to client’s workstation
  • Experience operating a Service Desk/ Help Desk software management tool 
  • Strong understanding of file share permissions and group policy 
  • Capability to work on multiple competing customer needs with flexibility and professionalism 
  • Ability to recognize when an issue requires escalation to other members of the team
  • Familiar with standard LAN, WAN, IPT and Wireless connectivity
  • Knowledge & experience of working with Microsoft Windows and machine imaging
  • Knowledge & experience working with remote tools, System Monitoring and Video Conferencing management
  • Asset Management. Audit of hardware peripherals. Procurement of products.
  • Monitor system alerts on a daily basis
  • 2nd in line when Team Leader is not around.
Technical Application Support Engineer / Point of Contact
Industry:Not ApplicableEmployment Period:February 2018 to August 2021 (42 Months)Duties and Responsibilities:
  • Provide professional application and technical support & consultation to clients of D+H Payment products, typically banks or major corporations
  • Act as a tier 3 escalation point for Technical Application Support staff; execute escalation procedures when applicable, as defined by management
  • Provide guidance, training and mentorship for support staff of all levels
  • In-depth training for new staff
  • Ongoing training for staff of all levels
  • Create training materials and training plans for future and current staff
  • Assist with day-to-day team coordination as a backup to management
  • Create and maintain documentation pertaining to daily operations of the group
  • Work collaboratively with customers’ and D+H technical groups for connectivity to various interfaces/applications such as the Federal Reserve Bank, Depository Financial Institutions, and other third party vendors
  • Work assigned cases through the full case management life cycle
  • Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, and relevant information using appropriate customer-facing communication as judged by management
  • Help other staff work their cases to resolution in the same fashion
  • Cases are accessible internally and by D+H clients.
  • Closely follow all processes as formally documented and as otherwise defined by management; seek and suggest improvements to process
  • Lead installation, implementation and client coordination of testing fixes provided by development for production related issues; document work following change control protocol
  • Install and maintain test environments for support of the group
  • Participate in and often lead infrastructure changes that relate to Payment products
  • Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications D+H sells
  • Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications
Senior Cloud Site Reliability Engineer
Industry:Not ApplicableEmployment Period:October 2021 to September 2023 (23 Months)Duties and Responsibilities:
  • Troubleshoot complex problems, provide software fault diagnosis, resolve operational issues, and performance bottlenecks; Collaborate with Global SRE, Product Delivery, Product Engineering, and Customer Care teams in delivering a true Cloud SaaS experience to our customers 24x7
  • Ensure consistent service availability by monitoring our environments’ stability and performance using the right metrics and tooling; Perform day-to-day product operations like provisioning new customers, creating databases & schemas, database restores, configuring applications, patch management, and systems administration.
  • Incident and Problem Management
  • Execute incident response plays, lead major incident bridges, and participate in post-incident review process for incident prevention
  • Develop and manage automation to reduce manual processes and tasks to realize operational efficiencies
  • Drive capacity planning by monitoring system resource utilization, errors, and alerts trends
  • Document system architectures, systems configurations, and technical operational processes and policies
  • Work within one of our 24x7 schedules (Sunday – Thursday or Tuesday – Saturday) and shifts (morning, mid, or night)
  • Participate in maintenance activities and on-call rotations as required
  • Execute disaster recovery plans and report on metrics related to those activities, or those which may be required, requested, or entrusted to me by my supervisor from time to time.
CSR
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:June 2004 to March 2005 (9 Months)Duties and Responsibilities:
  • Handle customer calls in a timely manner.
  • Provide consistent, high quality service and accurate information to customers.
  • Provide enhanced directory assistance which includes business listings and residential listings.
Education History

Field of Study:

Business Studies/Administration/Management

Major:

Not Applicable

Graduation Date:

January 2001

Located In:

Philippines

License and Certification:

Not Applicable

Skills

★★★ Advanced:
Microsoft SQL Server 2012, Microsoft SQL Server, ITIL Process, Microsoft Active Directory

★★ Intermediate:
Oracle

Work at Home Capabilities

Internet Bandwidth:

Greater than 100mbps

Working Environment:

Private Room

Speed Test Result:

461.06 (download), 319.14 (upload)

Internet Type:

Fiber

Hardware Type:

Laptop

Brand Name:

Acer

Processor:

Core I5

Operating System:

Windows 11