Mark Kevin Mangalino
IT Technical Advisor
Sherbrooke,QC
Summary
Extensive IT background with a strong focus on Microsoft 365 Suite and Azure. Expert in assisting clients with Azure and hybrid environment challenges, deploying Azure AD Connect, and offering migration recommendations. Excels in providing technical support across the Microsoft 365 Suite. Providing great oversight and evaluation of system environments, provisioning of technical guidance, and management of Virtual Machine tasks and provisioning. Actively monitoring of networks, estimation of upgrade efforts, contribution to IT projects, and troubleshooting of a range of technical issues.
Overview
9
9
years of professional experience
3
3
Certificates
2
2
Languages
Work History
M365 Azure Technical Advisor III
SherWeb
Sherbrooke, Quebec
05.2021 - Current
- Providing Technical expertise based on Microsoft 365 Suite to customers that are having issues based on Azure.
- Assist in deployment of hybrid environment using Azure AD Connect.
- Assist with any hybrid issues both on-premise Active Directory and Cloud.
- Providing sound advice for any recommendation that would involve moving from local environment to hybrid or full-time cloud setup.
- Expert in providing technical support for any issues within M365 not only within Azure.
- Creating knowledge base that would be used by future advisors and servers as reference for them in future.
- Took part of every training sessions for new employees by assisting them on process training, doing Y-Jacking session and mentorship to impart best practices and knowledge.
- Assisting clients via Phone or Email and contacting 3rd party vendors for any assistance that would be outside Microsoft area.
Systems Engineer
Tata Consultancy Services
Angeles, Philippines
07.2020 - 05.2021
- Handled calls and technical concerns as pro by taking 5 or up to 10 active cases per day which lowers amount of concerns handled by 10-15%.
- Managing customer expectations and providing technical resolution which increases employee productivity.
- Provided quality technical services to customers via call, email, and chat.
- Established rapport and providing sound advice regarding technical issues and upgrades.
- Daily consultancy services and making ways to further improve customer experience.
- Providing IT support on various applications and systems.
- Daily activity reports including production support, closed and pending tickets, and downtime reports if any.
- Resolved and troubleshoot Citrix instances, Avaya Hard, and Soft Phones and provides solutions to vast collection of Knowledge Base for new employees to use as reference.
Jr. Systems Engineer
Motif Limited / TTEC
Angeles, Philippines
11.2017 - 01.2020
- Daily monitoring of networks and production servers for any discrepancies. This includes health checks for physical servers.
- Daily activity reports including production support, closed and pending tickets, and downtime reports if any. Making sure up time is always 100%.
- Involved in resolution of system, hardware & infrastructure problems.
- Attending face-to-face meetings with clients to discuss their exact requirements for upcoming projects.
- Ensured services are delivered by established objectives up to 100%.
- Writing up accurate reports that can be understood by non-technical audience.
- Coordinating any activities with different teams and engineering staff.
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
Technical Support Specialist
Convergys
Angeles, Pampanga, Philippines
01.2016 - 01.2017
- Managed 10-20 calls per day and making sure to assist and provide resolution.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Technical Support Representative
TELUS International Philippines
Makati, Metro Manila, Philippines
01.2015 - 01.2016
- Took 5-10 email cases per and making sure all interactions are 100% up to date and providing updated technical response and resolution.
- Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs.
- Managed high levels of call flow and responded to technical support needs of customers.
Education
Bachelor of Science - Information Technology
STI College
San Fernando Pampanga Philippines 06.2010 - 05.2014
Skills
Cloud Computing Expertise
Knowledge of Microsoft Platform
Proficiency in Azure Virtual Machines
Understanding of Azure Active Directory
Understanding of Azure Networking
Familiarity with PowerShell
System Administration
Customer Service
Certification
AZ-900 Microsoft Certified: Azure Fundamentals
Timeline
AZ-900 Microsoft Certified: Azure Fundamentals
02-2023
M365 Azure Technical Advisor III
SherWeb
05.2021 - Current
MS-900 Microsoft 365 Certified: Fundamentals
04-2021
Systems Engineer
Tata Consultancy Services
07.2020 - 05.2021
Jr. Systems Engineer
Motif Limited / TTEC
11.2017 - 01.2020
Technical Support Specialist
Convergys
01.2016 - 01.2017
Technical Support Representative
TELUS International Philippines
01.2015 - 01.2016
Computer and Hardware Servicing NC-II
05-2014
Bachelor of Science - Information Technology
STI College
06.2010 - 05.2014