Mark Pestaño

•Hardware support (1st and 2nd level) including installing, configuring, upgrading, maintaining and troubleshooting all hardware types in use i.e. desktops, laptops, servers, printers, PDA’s, smartphones, mobile phones, digital phone systems, projectors, sound systems.•15 Years in Technical and Customer Service industry•Apple Certified Mac and iOS Technician I2014A1457•Providing support for Macintosh and Windows devices.•Participate in server, network and system implementations•Manage customer backups via Time Machines, Backup Exec and Windows Backup.•Report on a monthly basis SLA performance of Service Centre (KPI of specific department)•Assists and facilitates team meetings which discuss product knowledge, sales skills, operational procedures, etc.•User support (1st and 2nd level), including creating, maintaining and troubleshooting local and network (Active Directory based) user accounts, and applying other user account settings such as VPN settings, creating mailboxes, print management software, spam and website filtering•Coach and mentor team members•Assigned to complete programming tasks including testing, and maintenance services•Prepare work scopes and limitation, monitor and report progress of the project. •Making estimated time frame for the development of the project. (Milestone, status report) •Execute actual testing, analyzed test results, and in some cases, defining the original process to manage potential bugs.•Manipulated databases or other files in support of test data creation and maintenance•Designed and program reports base on customer’s requirements•Provided system supports for users on system operations, including on-call, out-of-business hours support• Assisting the Centre Manager at operational level in the planning and execution of all work related duties.•Proactively building, developing and maintaining relationships with all staff members.•Identifying staff training needs.