Mark Perez

Senior System and Network Administrator with 10 years of IT experience, skilled in MSP environments and backed by a hospitality background. Eager to apply my technical and customer-service skills to a challenging new role with opportunities for professional advancement.

IT HEAD ASSISTANT - ABC HOTEL GROUP - Angeles City, Philippines

(2012-07 - 2016-03)

• Proactively monitored server and system performance.
• Managed and directed IT team members.
• Resolved escalated IT issues and incidents.
• Negotiated and managed vendor contracts.
• Oversaw system upgrades and installations.

IT MANAGER & ADMINISTRATOR - NEW NORDIC GROUP - Pattaya, Thailand

(2016-03 - 2021-07)

• Defined IT infrastructure strategy, architecture, and processes.
• Led large-scale IT projects from design to deployment.
• Monitored server and system health to ensure high availability.
• Managed and mentored a team of IT technicians.
• Developed departmental policies and Service Level Agreements (SLAs).
• Resolved high-priority IT incidents and service requests.
• Negotiated vendor contracts to optimize cost and service.
• Oversaw system upgrades and new installations.

L2 SYSTEMS ADMINISTRATOR | HOME-BASED - BENCHMARK365 | IKNOWIT (Australia) - MSP - Home-based

(2021-12 - 2023-07)

• Delivered comprehensive technical support spanning from client-side application configuration (e.g., Outlook) to critical server infrastructure.
• Served as the dedicated escalation point within a dynamic support model, resolving complex, cross-tier technical issues for the team.
• Administered and maintained virtualized cloud environments to ensure optimal performance, security, and availability.
• Contributed to key infrastructure projects, including system migrations, network upgrades, and new service deployments.
• Developed and upheld detailed technical documentation for all critical IT systems, processes, and procedures.
• Drove continuous improvement by analyzing ticket trends, advising on platform maintenance, and optimizing IT policies and processes.

L3 SUPPORT TECH - CLIENT SME | HOME-BASED - FIRST FOCUS IT (Manila/Australia) - MSP - Home-based

(2023-07)

• Mentored and supported Level 1/2 technicians in ticket escalation and resolution, promoting knowledge transfer and efficiency.
• Delivered expert remote technical support to a diverse and extensive client portfolio.
• Administered and troubleshot servers, desktops, and applications within Microsoft Active Directory and Exchange environments.
• Managed and maintained Terminal Services (RDS) and Hyper-V virtualization infrastructure.
• Resolved a broad spectrum of Tier 1-3 support issues across multiple technology stacks.
• Collaborated on project teams to deploy and implement new hardware and software solutions for customers.
• Partnered with senior solutions architects to uphold industry best practices and optimize client environments.
• Conducted root cause analysis to diagnose underlying issues, reducing ticket recurrence and improving service stability.

BACHELOR OF SCIENCE - INFORMATION & COMMUNICATIONS TECH. - MAJOR IN MULTIMEDIA - HOLY ANGEL UNIVERSITY (2006 - 2010)