Mark Cabardo

Technical Support Engineer/Service Center Supervisor at ACTIONLABS IT SERVICES PHIL CORP (2016-01 – 2026-08)

Helpdesk Coordination & SLA Enforcement: Partnered closely with centralized helpdesk operations to prioritize, triage, and execute tier-2/onsite service tickets; streamlined request-to-resolution dispatch workflows to achieve 100% SLA compliance across warranty and non-warranty contracts.
Technical Project Supervision: Led field implementation teams through the end-to-end deployment, hardware configuration, and system commissioning for critical city initiatives, delivering milestones on schedule and within technical parameters.
Administrative Governance & Asset Tracking: Managed enterprise IT inventory audits, vendor warranty lifecycles, and equipment repair logs for HP, Dell, POS, and telecom hardware—reducing equipment downtime and turnaround lag by 25%.
Systems Maintenance & Diagnostics: Executed comprehensive root-cause analysis (RCA), routine preventive maintenance, and complex hardware/printer configurations, maintaining sustained 99.5%+ operational uptime across all assigned client infrastructure.
User Training & Process Optimization: Authored clear Standard Operating Procedures (SOPs) and conducted targeted technical training for end-users, reducing repeat service tickets by 30%.

IT Specialist at JOIN-US ENGLISH LANGUAGE ACADEME INC. (2012 – 2015)

Global Multimedia & Digital Marketing: Designed and produced high-converting graphic assets, promotional collateral, and digital video campaigns for overseas markets, driving a 40% increase in international audience engagement and brand reach.
Live Event Production & Broadcast Technicals: Served as lead camera operator and core technical engineer for high-stakes monthly school productions; managed audiovisual (AV) routing, stage lighting, sound mixing, and live streaming systems with a 100% zero-failure transmission rate.
IT Infrastructure Monitoring & Uptime: Monitored local area networks (LAN), digital signage, computer labs, and multimedia servers; executed proactive preventive maintenance to sustain 99%+ systems availability.
End-User Technical Support: Resolved daily hardware, software, peripheral, and OS-level service requests for faculty, staff, and students, maintaining a 95%+ first-contact resolution (FCR) rate.
User Training & Enablement: Authored multimedia usage guides and conducted regular onboarding workshops on classroom tech, software tools, and digital platforms, reducing recurring support tickets by 30%.

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