Glen Mark
Network Technician
Port Moresby
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
1
1
year of professional experience
Work History
IT Technical Support Specialist
Hideaway Hotel
Port Moresby, Papua New Guinea
09.2017 - 09.2018
- Conducted regular reviews of existing infrastructure components seeking opportunities for improvements or consolidation where appropriate.
- Provided input during technology refresh cycles to ensure alignment between business needs and IT capabilities going forward.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Optimized network infrastructure, resulting in improved connectivity and user satisfaction.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Leveraged monitoring tools to proactively identify potential system challenges before they escalated into major incidents.
- Streamlined IT processes for increased efficiency and reduced downtime.
- Participated in disaster recovery planning efforts, enabling quick restoration of critical services following unforeseen events.
- Implemented security measures to protect sensitive data and prevent unauthorized access or breaches.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Enhanced system performance by identifying and resolving technical issues promptly.
- Translated complex technical issues into digestible language for non-technical users.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Documented support interactions for future reference.
- Configured hardware and granted system permissions to new employees.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted with updating technical support best practices for use by team.
- Installed, configured and maintained computer systems and network connections.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored system performance to identify potential issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
No Degree - Computer Networking And Telecommunications
Mapex Training Institute
Port Moresby, Papua New Guinea 04.2001 -
Skills
Server maintenance
Security Protocols
System Configuration
Application support
Help Desk Support
Network Administration
VoIP Systems
Mobile Device Management
Wireless Networking
Hardware Installation
Virtualization Technologies
Operating System Support
Printer Support
Remote Desktop Support
Technical Support
Customer Service
Network diagnostics
Desktop support
Hardware diagnostics
Software Installation
LAN/WAN
Windows 10
Network configuration
Wide-area Networks
Technical Troubleshooting
TCP/IP
Hardware upgrades
VoIP Installation
Hardware Configuration
Mobile Device Repair
Timeline
IT Technical Support Specialist
Hideaway Hotel
09.2017 - 09.2018
No Degree - Computer Networking And Telecommunications
Mapex Training Institute
04.2001 -