Mark Ian William Penaflor

• Provide L2/L3 technical support to enterprise users across multi-site environments in KSA, delivering onsite and
remote assistance while ensuring SLA compliance and business continuity.
• Managed incident, service request, and problem resolution following ITIL practices and business impact
prioritization
• Administer Active Directory and Microsoft 365 via Adaxes, including automated provisioning, mailbox lifecycle
management, license assignment, and hybrid identity administration.
• Deploy and manage Microsoft Intune for endpoint lifecycle management, including Autopilot provisioning, device
compliance, patching, security baselines, and application deployment.
• Prepared and deployed corporate laptops and endpoints performing OS imaging, hardware provisioning,
workstation builds, driver management, enterprise software deployment, M365 configuration, and security
hardening
• Collaborate and coordinate with global IT vendors and service providers (IBM, Kyndryl, SYSTAL) on infrastructure
upgrades, deployments, and operational readiness, ensuring business continuity.
• Monitor, troubleshoot, and resolve server, network, and endpoint incidents across enterprise infrastructure.
• Troubleshoot Windows Server environments including file services, Group Policy (GPO), DNS, DHCP, and
authentication-related issues within enterprise domains.
• Diagnose and resolve LAN/WAN connectivity, VPN access, network printing, and Cisco switch issues including VLAN
configuration, port assignments, and physical patching.
• Maintain IT asset inventory and operational documentation for audit and support purposes.
• Provide end-user guidance and training to reduce repeat incidents and improve system adoption.
• Implement IT process improvements and security controls to enhance operational efficiency and compliance

• Provide on-site and remote technical support for over 2, 000+ users across corporate offices and
project sites.
• Supported Windows Server 2012/2016 environments, user workstations, and enterprise applications.
• Handled incidents and service requests through the service desk ticketing system in line with SLA
targets.
• Supported Active Directory user account management including password resets, account unlocks,
and group membership updates.
• Performed user onboarding/offboarding tasks including account setup, access changes, and device
preparation.
• Assisted network implementation, cabling, and troubleshooting.
• Managed endpoint security tools, antivirus administration, and licensing.
• installed, configured, and troubleshoot PCs, laptops, printers, scanners, and mobile devices.
• Delivered customer-focused IT support while maintaining professional service standards.

✔ Server 2016/2012R2
✔ Ticketing System (Service Desk)
✔ Network Planning & Implementation
✔ Kaspersky Server Admin & licensing
✔ Cable structuring, troubleshooting
✔ Installation and troubleshooting Printers, Scanners mobile/smart phones)
✔ Offering technical support on-site via phone, email or in person
✔ Assisted costumers having hardware, software and networking issues.
✔ Always represent the IT department in a professional manor by being customer
centric, respectful, courteous, and in appearance