Open to opportunities

Mark Ian Adriatico

@marcus

Message

Senior customer support specialist with 17+ years resolving technical faults and improving customer satisfaction.

Philippines

Message

What I'm looking for

I seek roles where I can own complex technical escalations, improve service processes, mentor tiered teams, and work in customer-focused, SLA-driven environments that value continuous improvement.

I am a senior customer support specialist with over 19 years in contact support, focused on troubleshooting, fault resolution and meeting SLA targets. I consistently take ownership of complex issues, design and test solutions, and deliver documented fixes that reduce repeat incidents and improve customer loyalty.

Throughout my career I have supported ISP and mobile-device accounts across email and phone channels, collaborated with cross-functional teams to drive service improvements, and regularly exceed productivity and quality goals while maintaining professionalism and patience under pressure.

Experience

Work history, roles, and key accomplishments

Escalations/Faults Officer

Spintel Pty Ltd

Jul 2018 - Jul 2025 (7 years)

Managed fault ticket lifecycle and led technical problem-solving for an Australian ISP account, meeting SLA targets and implementing verified fixes to reduce repeat incidents.

Incident Management SLA Troubleshooting Root Cause Analysis Cross Functional Collaboration

Email Support Specialist

KKH Philippines Technology and Information Services Inc.

Apr 2017 - Mar 2018 (11 months)

Provided email-based technical support and customer service for OnePlus mobile customers, processing refunds/replacements and resolving product and account issues.

Email Support Technical Troubleshooting Customer Service Ticketing Systems Written Communication

Technical Support Tier 2

24/7 Customer Philippines Inc.

Jul 2015 - Jan 2017 (1 year 6 months)

Delivered Tier 2 telephone technical support for a US ISP account, resolving network, PC and billing issues and providing remote assistance to improve customer satisfaction.

Networking Customer Service ISP

Technical Support Professional

Convergys Philippines

Jun 2009 - Jan 2015 (5 years 7 months)

Provided technical telephone support for a US ISP account, diagnosing customer issues, guiding corrective steps and maintaining high first-call resolution rates.

Technical Support Troubleshooting Email Support Knowledge Base Call Center Operations Problem Solving