Mark Vincent Tesoro

• Enhanced system efficiency by optimizing software configurations and hardware installations.
• Implemented security measures for safeguarding sensitive data and preventing unauthorized access.
• Streamlined IT processes with the integration of cutting-edge technologies and automation tools.
• Collaborated with cross-functional teams to develop innovative solutions for complex technical issues.

• Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
• Enhanced network security with regular vulnerability assessments and prompt patch installations.
• Increased user satisfaction through effective communication and timely resolution of support tickets.
• Delivered end-user training on new technologies, increasing adoption rates among employees.
• Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
• Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
• Diagnosed and troubleshot hardware, software and network issues.

IT Engineer who works in different various comapanies to provide IT supports, Transitions, Roll outs, Troubleshooting, Management Assets, Software assistance and many more. Whether as Dispatch Engineer, OSS or as part of a technical team

• Experience using a ticketing system (ServiceNow) to triage, resolve, route or escalate incidents and requests.
• Experience working as a Desktop Support Analyst in enterprise IT environment deploying and supporting computer hardware and software.
• Experienced with Active Directory to administer user accounts, network shares and print servers.
• Knowledgeable in using Remote tools:(Dameware, SCCM, Splashtop and Team Viewer)
• Strong experience supporting/troubleshooting Win 10, MS Office (2016 and O365)
• Has knowledge on fixing issues with office equipment such as Printer and Scanner
• Troubleshoot VDI issues (Amazon Workspace, Citrix Workspace system and VMWare)
• Troubleshoot VPN issues (Global Protect, Cisco AnyConnect)
• Troubleshoot issues on applications such as (SAP systems, iSeries, Distrack, Softphone systems etc.) based on knowledge articles.
• Has knowledge on troubleshooting collaboration platform such as (Microsoft Teams, Zoom and Skype)
• Experience providing support for all end-user computing devices including: desktops and laptops.
• Strong experience providing technical support to End Users (face to face, remote, phone, chat and email)
• Basic support/troubleshooting of Network environments: TCP/IP and LAN/WAN
• Experience supporting iOS and Android devices through mobile device management (MDM);• Experience using a ticketing system (ServiceNow) to triage, resolve, route or escalate incidents a

• Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
• Tested new software and hardware prior to deployment.
• Monitored system performance to identify potential issues.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Created user accounts and assigned permissions.
• Configured and tested new software and hardware.
• Configured hardware, devices, and software to set up work stations for employees.
• Installed, configured and maintained computer systems and network connections.

• Developed and documented standard operating procedures for consistent IT service delivery across the organization.
• Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
• Supported the roll-out of company-wide digital transformation initiatives through effective change management strategies.

• Enhanced system performance by troubleshooting and resolving hardware, software, and network issues.
• Streamlined IMAC processes for increased efficiency and reduced downtime during installations, moves, adds, and changes.
• Improved customer satisfaction with timely and accurate resolution of technical problems.
• Collaborated with cross-functional teams to ensure seamless integration of new systems and upgrades.

• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Explained security measures in simple terminology to help users understand malware and phishing threats.
• Configured hardware and granted system permissions to new employees.
• Promoted efficiency among departments with prompt resolution of system issues.
• Responded promptly to incoming sales leads and requests for technical support.
• Diagnosed and troubleshot hardware, software and network issues.

• Collaborated with kitchen staff to ensure timely delivery of orders, resulting in positive feedback from guests.
• Assisted in training new waitstaff members, contributing to a cohesive team environment.
• Managed multiple tables simultaneously while maintaining high levels of accuracy on order placement and delivery.
• Addressed guest concerns promptly and professionally, fostering a positive dining atmosphere.
• Developed strong rapport with regular customers, encouraging repeat visits and loyalty to the establishment.
• Adhered to company guidelines and safety protocols for proper food handling and presentation.