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Mark P. — Mid-Level IT Infrastructure Specialist from Philippines

Mark P.

Mid-Level IT Infrastructure Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Mark P. is a seasoned IT and customer service professional based in Manila, Philippines. He holds a B.S. in Computer Science from AMA Computer University and has acquired certifications such as the Microsoft Azure Fundamentals and ITIL v3 Foundation. Mark’s recent role as a Customer Service Representative at i-Herb involved engaging with customers through diverse channels, managing customer accounts, and ensuring exceptional service quality. Previously, as an IT Cloud, Software, and Infrastructure Lead at Accenture, he led teams of up to 50+ resources, overseeing performance management, recruitment, and employee development within a continuous 24x7 operational environment. Mark specialized in migrating legacy applications to cloud-based solutions, server administration, and maintaining compliance with security standards. His proficiency spans various technical domains, including Windows Server and Linux platforms, VMware, and SQL Server, making him a well-rounded expert in IT infrastructure and support.

Experience

  • Customer Service Representative (E-Commerce)

    i-Herb · 2025 — 2026
    Interacted with customers across different communication channels, including email, chat, and social media. Collaborated with warehouse and logistics partners to handle inquiries and exceptions, while ensuring prompt responses to customer questions. Gathered information to effectively manage complaints and resolve issues while maintaining professionalism. Oversaw customer accounts with accurate documentation of interactions, processed Return Merchandise Authorizations (RMAs), and escalated concerns for timely resolution.

  • IT Cloud | Software | Infrastructure - Lead

    Accenture Inc. · 2010 — 2025
    In a leadership role, participated in recruitment and onboarding processes while managing teams of over 50 resources in a 24x7 shift environment. Oversaw task assignments, monitored progress, and conducted performance evaluations. Created a collaborative work atmosphere through team motivation and clear goal-setting. Developed employee training programs and ensured management of team capacity and resources for optimal operations. Reported on project status to stakeholders and coordinated with project leads for planning and issue resolution. Completed projects related to migrating legacy applications and managing server infrastructure, including maintaining compliance with SOX and SOC requirements.

  • IT Supervisor - Hardware

    SO-EN Garments Co. – Josefina Manufacturing Inc. · 2009 — 2010
    Managed a team of two hardware staff in executing daily tasks and projects. Oversaw the creation, monitoring, and implementation of company policies related to Management Information Systems. Responsible for system, network, and server administration, as well as planning, proposing, executing, and maintaining IT projects.

  • Information System Officer

    Matrix Entertainment Inc. - RedBox Karaoke Entertainment Inc. / The Coffee Bean and Tea Leaf (Philippines) · 2008 — 2009
    Addressed IT concerns and operational needs by implementing hardware and software solutions. Managed the administration and maintenance of the network of computerized Karaoke Systems and LAN connectivity across branches. Made decisions regarding software and hardware upgrades, while overseeing the review and evaluation of IT peripherals and managing purchases. Developed and implemented IT Manuals for proper system and equipment usage.

  • Customer Service Representative

    NCO Group / RMH Tele Services – Amazon.co.uk · 2007 — 2008
    Provided assistance to customer inquiries related to their accounts, billing issues, and online shopping inquiries across Amazon.co.uk and Amazon.com.

  • Gaming Manager

    Gamepal International Corporation · 2006 — 2007
    Oversaw the operations of the Power-leveling Operations Department, managing three Shift Supervisors, nine Team Leaders, and 180 Agents. Handled incoming company and client accounts, ensuring security and productivity, while managing operational tasks and performance evaluations. Engaged in designing and implementing new methods for improved departmental efficiency.

  • IT / MIS - Technical Support

    E. Excel International (Philippines), Inc. · 2003 — 2005
    Administered the company’s servers, databases, and desktops while providing comprehensive technical support for hardware and software across all branches. Conducted maintenance of computer hardware, peripherals, and in-house applications, including the branches’ POS systems. Programmed three applications using Visual Basic 6.0 and HTML/DHTML/JavaScript.