Mack Sarno

Led day-to-day internal IT operations, administered Google Workspace, managed asset lifecycle, and developed IT policies and SOPs. Resolved escalated Tier 2-3 incidents and coordinated vendor support.

Coordinated service tickets for onsite technicians, validated work-order details, and processed invoicing. Monitored technician payments and coordinated rates with stakeholders.

Advised customers on products and services through consultative conversations, worked toward sales targets, and resolved inquiries while following quality and compliance standards.

Provided remote technical support to business clients, troubleshooting OS, hardware, software, and connectivity issues. Installed and configured applications and devices, documented incidents, and guided clients on security measures.

Supported customers with product information and purchasing decisions, promoted add-on services, and maintained accurate records while meeting sales performance goals.

Diagnosed customer issues involving internet connectivity, OS, software, and devices using structured troubleshooting. Guided users through resolutions and documented cases in ticketing systems.

Installed, configured, and maintained employee desktops, laptops, peripherals, Windows systems, and Microsoft Office applications. Troubleshot network and software issues, updated IT inventory, and performed preventive maintenance.

Supported internal travel-related systems and business applications, troubleshooting computers, email, printers, software, and network connectivity. Coordinated escalations and recorded incidents.

Handled inbound calls covering billing, account access, and service-related questions. Resolved customer concerns professionally, documented interactions, and escalated complex cases.

Associate in Computer Technology degree from Systems Plus College Foundation from 2011 to 2013.

Secondary education from Sapangbato National High School from 2009 to 2010.