Mark Anthony Morfe

Provided dedicated support for a major global financial institution utilizing Advent's Geneva (B2B SaaS) enterprise portfolio management and accounting software. Independently diagnosed and resolved complex product issues reported by clients via phone and Salesforce cases, ensuring timely and effective solutions.

Oversaw user access provisioning and de-provisioning, ensuring secure and efficient onboarding and offboarding processes. Deployed software via automation tools (Ansible, Rundeck), and performed initial network and server monitoring/troubleshooting.

Provided comprehensive multi-channel (phone, email, chat, walk-in) first-tier technical support, resolving hardware, software, and mobile device issues for global internal clients. Effectively triaged and managed incoming requests and incidents, ensuring adherence to service level agreements (SLAs).

Provided first-line technical support to users across APAC, EMEA, and AMER via phone, email, and online requests, efficiently creating and managing IT incident and service request tickets. Performed essential system administration tasks, including user account management and distribution list maintenance.

Evaluated agent performance through call monitoring, providing actionable feedback to team leaders for targeted coaching and performance improvement. Conducted call flow and worksheet calibrations and trained new hires to ensure consistent process compliance and operational efficiency.

Provided expert first-level technical support via phone, efficiently diagnosing and resolving desktop and portable device problems. Identified problem trends, performed root cause analysis, and recommended proactive solutions to minimize future incidents.

Conducted in-depth weekly failure analysis of hard drives, delivering detailed reports and implementing effective countermeasures to significantly enhance product yield and reliability. Developed and distributed comprehensive documentation detailing process improvements.

Designed and delivered comprehensive, engaging lessons using appropriate teaching methods, actively monitoring student progress through diverse assessments. Maintained precise records of student grades and performance and submitted required reports and evaluations promptly.

Completed the AWS re/Start Program as a scholar, gaining foundational knowledge and practical skills in cloud computing with Amazon Web Services.

Completed the Cisco Certified Networking Associate Program, acquiring expertise in network installation, operation, and troubleshooting.

Earned a Bachelor of Science in Electronics and Communications Engineering, focusing on the principles and applications of electronic systems and communication technologies.