Summary
Overview
Work History
Education
Skills
Certification
References
PERSONAL QUALITIES
Timeline
Generic

MARK ALONZO

Hamilton,Canada

Summary

Dynamic technology leader with a proven track record at ROCA NETWORKS INC., excelling in ITIL processes and service improvement. Adept at mentoring teams and driving performance, I leverage advanced knowledge in Microsoft 365 and technical support to enhance client integration and resolve complex issues efficiently.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Team Leader – Technology Analyst

ROCA NETWORKS INC.
Markham, ON
12.2022 - Current
  • Develop self and talented individuals by matching growth opportunities with personal interests.
  • Manage the technical support team, providing line management, mentoring and engagement with other support teams.
  • Set and monitor targets for support staff, focusing on improving and developing performance and knowledge to ensure that SLAs are met.
  • Provide training internally. Alongside the Head of Support Services and introduce and maintain effective and efficient ITIL processes for Incident, Problem, Change and Service Improvement.
  • Manage the post validation of releases and changes to the production environment.
  • Ensure that ticket queues are managed effectively & provide technical integration support to clients.
  • Drive service improvements and provide best practice incident management of issues impacting our merchant base through to resolution, including escalation within the business & communication to merchants.
  • Track and triage incidents against problems.
  • Manage and prioritise the workload in accordance with the various response SLAs.
  • Manage team metrics and retention goals.

IT Help Desk & System Support

ROCA NETWORKS INC.
Markham, ON
07.2018 - 11.2022
  • Install, update, support and administer servers, microcomputers, Local Area Networks (LANs/WLANs) and software applications.
  • Plan and coordinate computer information and computer operation functions.
  • Provide technical assistance for hardware and software operations for about 50-75 end users.
  • Analyze, support and coordinate requests for computer system service.
  • Provide technical information and assistance for computer application operations.
  • Install, maintain, and provide user support for software applications.
  • Install and maintain data communication hardware and software and support users.
  • Provide SAP end user support.
  • Troubleshoot VoIP desk phone (Avaya Phone System) and work with Telecom provider.
  • Travelling between GTA to support client’s IT hardware/software issues that cannot be performed remotely.

Material Handler/Kitter/Receiver

Etratech Inc.
Burlington, ON
04.2016 - 09.2016
  • Assist in reviewing pick sheets based on customer orders and then pulling the right products for each order.
  • Work closely with the inventory group to monitor supply levels and submit purchasing recommendations on a regular basis.
  • Load and unload delivery trucks and make sure that each incoming delivery matches the company purchase order.
  • Collaborate with the inventory control and purchasing groups to determine when product is missing in a delivery.

Electronics Assembler/Machine Operator

GENTHERM CANADA ULC (o/a EtraTech)
Burlington, ON
07.2013 - 04.2016
  • Performs any combination of following tasks to assemble electronic components, subassemblies, products, or systems: Reads work orders, follows production drawings and sample assemblies, or receives verbal instructions regarding duties to perform.
  • Connects component led wires to printed circuit or routes and connects wires between individual component leads and other components, connectors, terminals, and contact points, using soldering or related bonding procedures and equipment.
  • Read blueprints, work from layouts and dimensions on drawings to perform assigned tasks.

Education

Certificate - Information and Communications Technology

Mohawk College
Hamilton, Ontario, Canada
01.2017

Diploma - Bachelor of Science in Computer Science

Quezonian Educational College, Inc.
Philippines
01.2013

Certificate - Associate in Computer Technology

Quezonian Educational College, Inc.
Philippines
01.2011

Diploma - Secondary School

Our Lady of the Angels Academy
Philippines
01.2009

Skills

  • Operating Systems
  • Advanced knowledge on Microsoft Windows 98/XP/Vista/8/10/11
  • Intermediate knowledge on Windows Server 2008/2012/2016/2019/2022
  • Intermediate knowledge on Unix and Linux as OS
  • Intermediate knowledge on Android platform
  • Intermediate knowledge on MacOS and iOS platform
  • Hardware and Network
  • Installation and configuration of peripherals and storage devices
  • Detect problem of motherboard and other hardware issues
  • Knowledge in installing and Diagnose network cable issues
  • Usage of checkMK, OCS NG
  • Software
  • Microsoft Office 140/150/160/O365, MS Project, Adobe Photoshop, and Intermediate in Adobe Collections and Visual Basic
  • Avaya Manager/Pro/IP Office
  • Microsoft 365 Administrator: Teams, Online Exchange and Azure Active Directory, SharePoint, EndPoint Manager intermediate skills
  • Knowledge in SAP 740 GUI /SAP Level 1 and 2 Support
  • Knowledge in Checkpoint Endpoint, Checkpoint Harmony Email & Collaboration
  • ITIL processes
  • Technical support
  • Service improvement
  • Client integration
  • Complaint resolution
  • Work Planning and Prioritization
  • Onboarding and orientation

Certification

  • Microsoft 365 Certified: Teams Administrator Associate February 2026 Microsoft Corporation | Certification number: 1600-5381
  • Microsoft Certified: Azure Fundamentals October 2022 Microsoft Corporation | Certification number: 1465-1105
  • ITIL 4 Foundation September 2022 AXELOS Global Best Practice | Credentials ID GR671435303MA

References

References available upon request.

PERSONAL QUALITIES

  • Excellent logical, analytical, and computational skills.
  • Strong motivational and leadership skills.
  • Ability to work under pressure.
  • Ability to work individual as well as in a team.

Timeline

Team Leader – Technology Analyst

ROCA NETWORKS INC.
12.2022 - Current

IT Help Desk & System Support

ROCA NETWORKS INC.
07.2018 - 11.2022

Material Handler/Kitter/Receiver

Etratech Inc.
04.2016 - 09.2016

Electronics Assembler/Machine Operator

GENTHERM CANADA ULC (o/a EtraTech)
07.2013 - 04.2016

Certificate - Information and Communications Technology

Mohawk College

Diploma - Bachelor of Science in Computer Science

Quezonian Educational College, Inc.

Certificate - Associate in Computer Technology

Quezonian Educational College, Inc.

Diploma - Secondary School

Our Lady of the Angels Academy

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MARK ALONZO