Mark Rupnarain

Experience

• 

  TREND MLS, a Bright MLS

  Oct 1998 - Apr 2005

  Helpdesk Team Lead

  Supported over 25,000 realtors on internet base MLS system, software issues, printers, and modem.• Troubleshot internet staff Microsoft Exchange e-mail and Microsoft Office suite issues.• Assisted with Tier-2 problems that was escalated by Tier-1 Associates.• Supported Account Executives with training new realtors on proprietary MLS System.

• 

  CATALYST IT SERVICES

  Aug 2005 - Dec 2005

  Junior Web Associate

  Developed on line contact manager using HTML, ASP and SQL.• Designed message board, established music site, and created auction site using HTML. ASP, CSS and SQL.

• 

  Ricoh USA, Inc.

  Jun 2006 - Jun 2019

  Support Center Analyst Tier-2

  Maintained and supported systems, workstations, mobile devices, printers, and peripherals. • Verified system security for desktop, mobile and cloud environments, increasing corporate security.• Exceeded call-handling goals, closing an average of 35 calls daily with 85% first-call resolution and an average talk-time of six minutes.• Resolved issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections remotely and on-site, increasing workflow productivity.• Completed system tuning of crucial infrastructure to ensure seamless business operations.• Provided technical support and upgrades to help clients maintain their productivity.• Achieved a user satisfaction rating (95%).• Consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.• Partnered with Tier III help desk peers based in the US and Latin America.• Provided issue descriptions in Service-Now management system.• Spearheaded new procedures for Help Desk documentation, enabling development of comprehensive knowledge base database for solutions to improve Help Desk efficiency.• Participated in team projects to improve internal process or services offered to end users. Show less

• 

  Elliott-Lewis Corporation

  Dec 2019 - now

  • Help Desk Associate

    Oct 2020 - now

  • Help Desk Associate

    Dec 2019 - Oct 2020