Mark Tamani

Experience

• 

  Fujitsu

  Sept 2015 - now

  • Handled multiple accounts and acted as point of contact (POC) for any escalations for Desktop Support• Coordinated with different resolver groups to provide quick turnaround for any issues and provides input on how to improve customer experience• Provided advanced troubleshooting support to resolve end user issues on machine’s hardware or software with the use of different remote connection tools such as ITCM, SCCM, LogMeIn Rescue, TightVNC and Quick Assist• Managing mass deployments of applications via ITCM, SCCM and AD• Strong knowledge and experience in using IT Service Management toolsets (Service Now, TfSnow, TSD, Xtraction) and ITIL process• Publishing Knowledge Base Articles for the improvement of Technical Capabilities of L1 Support• Trained incoming new Remote Desktop Engineers on our account/team Show less • Underwent extensive training on below topics before being deployed to Remote Operations:o Japanese Etiquetteo English Communicationso Data Center Operationso Unix Fundamentalso ITIL V3 Service Operationso Responsiveness, Ownership and Communication (ROC)o Data Communications and Network Technologyo Network Essentialso TRIOLE for Services (TFS)o PC Hardware and Software Basic Knowledge, Installation and Troubleshootingo Windows Server Admin and Active Directoryo VMWare Administration (Virtualization)o Citrix Administrationo Office 365 Show less

  • Technical Authority

    Mar 2023 - now

  • Associate SOE Engineer

    Apr 2021 - now

  • Remote Desktop Engineer

    Dec 2015 - Apr 2021

  • Remote Infrastructure Management Bootcamp Trainee

    Sept 2015 - Dec 2015