Mark Bryan Macawile

Global IT Support Analyst with 11+ years of experience delivering enterprise-level technical support and driving operational excellence. Proven track record in ITIL-based service management, Active Directory administration, and incident resolution, consistently achieving 95%+ SLA compliance and improving first-call resolution by 20%. Skilled in troubleshooting complex hardware/software issues, onboarding processes, and remote support for global teams.

Committed to continuous learning with advanced certifications in ITIL and CompTIA.

Global IT Support Analyst at Cambridge University Press & Assessment (2023-10 – Present)

• Delivered first-line technical support to 200+ end-users weekly via ServiceNow, phone, and email, achieving 95% SLA compliance.
• Resolved 80% of incidents on first contact, improving overall first-call resolution rate by 20%.
• Implemented Active Directory and Office 365 account management, including password resets and group policy updates, cutting access-related delays by 30%.
• Troubleshot hardware/software issues across Windows 10/11 and mobile devices, reducing downtime by 15%.
• Supported remote desktop troubleshooting using TeamViewer and Microsoft Remote Desktop, ensuring seamless remote operations.

L2 Client Care Representative at Sterling (2019-12 – 2023-09)

• Managed VIP client escalations and collaborated with cross-functional teams to ensure 100% adherence to SLAs.
• Delivered exceptional service through Salesforce, handling high-priority cases and maintaining customer satisfaction scores above 95%.

Technical Support Specialist at transcosmos inc. (2019-01 – 2019-11)

• Diagnosed and resolved network and hardware issues, reducing average resolution time by 25%.
• Assisted in system migration projects, ensuring zero data loss and smooth transition.

Technical Sales Representative at TELUS International (2018-01 – 2018-09)

• Delivered technical product demonstrations that increased conversion rates by 18%, contributing to revenue growth.

Subject Matter Expert at Harte Hanks (2014-12 – 2018-01)

• Trained and mentored 15+ new hires, improving onboarding efficiency and reducing ramp-up time by 40%.
• Acted as escalation point for critical issues, maintaining customer satisfaction scores above 90%.

Associate Degree in Mechanical Engineering Technology – Don Bosco Technical Institute, Makati (2011 – 2013)