[et_pb_section admin_label=”section” background_image=”https://www.rafi.org.ph/wp-content/uploads/2018/04/captain-copy.jpg” transparent_background=”off” allow_player_pause=”off” inner_shadow=”off” parallax=”off” parallax_method=”on” make_fullwidth=”off” use_custom_width=”off” width_unit=”off” custom_width_px=”1080px” custom_width_percent=”80%” make_equal=”off” use_custom_gutter=”off” fullwidth=”on” specialty=”off” disabled=”off”][et_pb_fullwidth_image admin_label=”Fullwidth Image” src=”https://www.rafi.org.ph/wp-content/uploads/2018/04/Mark-copy.jpg” show_in_lightbox=”off” url_new_window=”off” use_overlay=”off” animation=”off” use_border_color=”off” border_color=”#ffffff” border_width=”1px” border_style=”solid” disabled=”off”] [/et_pb_fullwidth_image][/et_pb_section][et_pb_section admin_label=”section” transparent_background=”off” allow_player_pause=”off” inner_shadow=”off” parallax=”off” parallax_method=”on” custom_padding=”0||0px|” make_fullwidth=”off” use_custom_width=”off” width_unit=”off” custom_width_px=”1080px” custom_width_percent=”80%” make_equal=”off” use_custom_gutter=”off” fullwidth=”on” specialty=”off” disabled=”off”][et_pb_fullwidth_header admin_label=”Fullwidth Header” background_layout=”light” text_orientation=”left” header_fullscreen=”off” header_scroll_down=”off” scroll_down_icon=”;” scroll_down_icon_size=”45px” parallax=”off” parallax_method=”off” content_orientation=”center” image_orientation=”center” title_font_size=”37px” subhead_font_size=”22px” content_font_size=”30px” custom_button_one=”off” button_one_text_size=”20″ button_one_use_icon=”on” button_one_icon_placement=”right” button_one_on_hover=”on” button_one_letter_spacing_hover=”0″ custom_button_two=”off” button_two_text_size=”20″ button_two_use_icon=”on” button_two_icon_placement=”right” button_two_on_hover=”on” button_two_letter_spacing_hover=”0″ disabled=”off” inline_fonts=”Merriweather”]
IAMRAFI: On Your Mark, Get Set, Go
The Story of Joseph Mark Alerta Acapulco,
Service Desk Officer
By Marco Paulo Trajano Deligero | April 6, 2018
[/et_pb_fullwidth_header][/et_pb_section][et_pb_section admin_label=”Section” transparent_background=”off” allow_player_pause=”off” inner_shadow=”off” parallax=”off” parallax_method=”on” custom_padding=”0px|0px|54px|0px” make_fullwidth=”off” use_custom_width=”off” width_unit=”off” custom_width_px=”1080px” custom_width_percent=”80%” make_equal=”off” use_custom_gutter=”off” fullwidth=”off” specialty=”off” disabled=”off”][et_pb_row admin_label=”Row” make_fullwidth=”off” use_custom_width=”off” width_unit=”off” custom_width_px=”1080px” custom_width_percent=”80%” use_custom_gutter=”off” gutter_width=”3″ custom_padding=”0px|0px|16px|0px” allow_player_pause=”off” parallax=”off” parallax_method=”on” make_equal=”off” parallax_1=”off” parallax_method_1=”on” parallax_2=”off” parallax_method_2=”on” parallax_3=”off” parallax_method_3=”on” parallax_4=”off” parallax_method_4=”on” disabled=”off”][et_pb_column type=”4_4″][et_pb_text admin_label=”Text” background_layout=”light” text_orientation=”left” use_border_color=”off” border_style=”solid” disabled=”off” inline_fonts=”Lato”] [/et_pb_text][et_pb_text admin_label=”Text” background_layout=”light” text_orientation=”justified” use_border_color=”off” border_style=”solid” disabled=”off” inline_fonts=”Abel”]
Mark was exposed to technology at a very young age which was instrumental to his pursuing a career in Information Technology.
He recently completed his training at the Service Desk Institute (SDI) for Service Desk Management certification; SDI is said to be the standard in Service Desk Management.
Mark believes that he and the Information Technology support team of RAFI has a huge responsibility in helping the program teams accomplish their goals to shape the future.
Mark’s Early Exposure to Technology
Joseph Mark, or Mark to his colleagues, started his interest in computers when he was young, having played with his brother on this computer called Commodore 64.
“I remember when I was a kid, I would play with my elder brother’s computer. In high school, I started exploring different things which I believe enhanced my skills in different computer-related things.” Mark said.
Mark also admitted enjoying tinkering and building computers from scratch. He considers this a major factor in choosing his course in college.
“I decided to take a degree in Computer Engineering at the University of San Carlos, Talamban Campus, because this was something I loved doing, and something that I also knew I was good at.” Mark added.
While studying, he exposed himself to all there was to learn about IT such as technical support; trouble shooting and networking to name a few.
On Working with RAFI
Mark worked with different business process outsourcing (BPO) firms for fourteen years as Operations Analyst prior to working with the Ramon Aboitiz Foundation Inc. (RAFI).
He joined RAFI on July 16, 2015, when a friend recommended him to apply.
“A colleague from CISCO Bootcamp told me that there was an opening in RAFI as Service Desk Officer – I grabbed the opportunity and did not hesitate to apply.”
For Mark, working in the Information Technology (IT) Unit of RAFI, is more hands-on, and allows him to experience back-end operations more often.
Challenges Experienced in RAFI
Working with RAFI is a different experience for Mark, he considers his job as an opportunity to share his knowledge in Service Desk.
Mark considers monitoring to be challenging, but he gets to apply everything he has learned in the past.
“Before, monitoring of requests was challenging. So now we make sure we implement IT Service Desk more than just technical support.” Mark said.
“We have strengthened our teamwork and communications, and make sure that there will be no passing of responsibilities because each of us are accountable for them.”
“We also make sure that when things get difficult, communication lines within the team are kept open.” Mark added.
Service Desk ‘At Your Service’
Mark believes in the services of the RAFI-IT Unit and its contribution to the growth of the whole organization.
“We are service-oriented more than ever for we have products that are aligned with the needs of the program teams and can be availed by those who need them.” Mark added.
Mark assured that IT collaborates with other programs and support teams in order to deliver the right services.
“Before, people call on IT only when something is broken. We want to change that – so now we present to them that we have something to deliver and we make it work.” Mark said.
“We want to change the mindset because support teams are strategic partners of the program teams.”
“In Service Desk, taking ownership of each issue is important. You have to own the responsibility. Have value and drive to fix things.” Mark added.
On the CLOUD Migration
In 2018, the RAFI-IT Unit is planning to integrate new and better services such as the highly anticipated Cloud Migration.
Mark said that RAFI is the very first within the Aboitiz group to migrate from traditional IT to the CLOUD. With this, servers are no longer limited to tangible hardware but are located in different remote locations that are more manageable.
“The CLOUD is much more cost-efficient, and we are targeting it to be implemented within the year.” Mark assured.
On Enhancing His Skills and Knowledge
Mark continued to enhance his skills by completing his training at the Service Desk Institute (SDI), for Service Desk Management certification; SDI is said to be the standard in Service Desk Management.
With the SDI training and certification, he was able to enhance his skills in service desk management, people management through essential management skills, quality assurance, and self & team motivation.
Mark said he will put his certification into use by providing the highest quality of IT services to RAFI.
“This is so timely because we have lots of plans for IT such as Cloud Migration, which is targeted to be implemented within 2018.” Mark said.
On being RAFINIAN
Being exposed to different social issues is one of the things that is remarkable for Mark when he started working with RAFI. He believes that this is a good source of motivation for the employees.
“I wasn’t exposed to the different social problems prior to working in RAFI, but now, I am aware of it; the huge responsibility we have and the things we have to do, regardless of how big or small.”
“There was a time when I helped in the packing and delivery of relief goods in Mandaue, it was a very humbling experience.”
He also shared that the working environment and his colleagues motivates him to continue working in RAFI.
“I am fulfilled every time I resolve problems of users who are already frustrated – once resolved, it brings me satisfaction knowing that I made their day, and it helped them get on with their tasks for the program and beneficiaries or clients. That makes me happy. There is fulfillment working in RAFI.”
People Who Matters for Mark
“Working with RAFI IT, I’ve learned a lot from my teammates, we are now more holistic. We are a team who strive to give the best to our clients.”
“I would like to use this opportunity to thank our President & Chief Operating Officer, Domica B. Chua, she sees the IT team as a partner and sees our contribution to the whole of RAFI.”
“To our team leader, Sir Edwin, for being so hands-on, so passionate and always ready to help. I’m inspired by Sir Edwin because he started as a Programmer and now, he is the IT Manager, he has lots of wisdom to share to the IT team.” Mark said.
“I am thankful to my teammates; To Wesly, who is like a big brother to me, I can really rely on him.”
“To Dennis, he’s been a tremendous help in the service desk, you can depend on him on different work-related and personal things.”
“To Jade, he brings happiness and laughter to the team through his funny antics.”
“To the Interns, I remember how inexperienced I was before and I hope we are able to motivate them with what we do in the IT team.”
“To the Program team leaders and members – your IT team is ready to help you succeed. We are your partners.”
“Lastly, I am happy to have met someone special here in RAFI. I am happy, #IAMRAFI.”
[/et_pb_text][et_pb_code admin_label=”Code” disabled=”off” /][et_pb_slider admin_label=”Slider” show_arrows=”on” show_pagination=”on” auto=”on” auto_speed=”5000″ auto_ignore_hover=”off” parallax=”off” parallax_method=”off” remove_inner_shadow=”off” background_position=”default” background_size=”default” hide_content_on_mobile=”off” hide_cta_on_mobile=”off” show_image_video_mobile=”on” header_font_size=”48px” header_letter_spacing=”43px” header_line_height=”2em” body_font=”Arimo||||” body_font_size=”20px” body_line_height=”1px” custom_button=”off” button_text_size=”20″ button_letter_spacing=”0″ button_use_icon=”default” button_icon_placement=”right” button_on_hover=”on” button_letter_spacing_hover=”0″ disabled=”off”] [et_pb_slide button_link=”#” background_image=”https://www.rafi.org.ph/wp-content/uploads/2018/04/20170903_120901.jpg” background_position=”default” background_size=”default” background_color=”#ffffff” image=”https://www.rafi.org.ph/wp-content/uploads/2018/04/20170903_120901.jpg” use_bg_overlay=”on” bg_overlay_color=”rgba(40,40,40,0.57)” alignment=”center” background_layout=”dark” allow_player_pause=”off” text_border_radius=”3″ header_letter_spacing=”29px” body_font=”Arimo|on|||” body_font_size=”12px” body_letter_spacing=”0px” body_line_height=”23.2px” body_line_height_last_edited=”off|desktop” disabled=”off”]
“I am fulfilled every time I resolve problems of users who are already frustrated – once resolved, it brings me satisfaction knowing that I made their day, and it helped them get on with their tasks for the program and beneficiaries or clients. That makes me happy. There is fulfillment working in RAFI.”
[/et_pb_slide][et_pb_slide button_link=”#” background_image=”https://www.rafi.org.ph/wp-content/uploads/2018/04/20170901_124258.jpg” background_position=”default” background_size=”default” background_color=”#ffffff” alignment=”center” background_layout=”dark” allow_player_pause=”off” text_border_radius=”3″ disabled=”off”][/et_pb_slide][et_pb_slide button_link=”#” background_image=”https://www.rafi.org.ph/wp-content/uploads/2018/04/20170812_160341.jpg” background_position=”default” background_size=”default” background_color=”#ffffff” alignment=”center” background_layout=”dark” allow_player_pause=”off” text_border_radius=”3″ disabled=”off”][/et_pb_slide][et_pb_slide button_link=”#” background_image=”https://www.rafi.org.ph/wp-content/uploads/2018/04/20180314_125547.jpg” background_position=”default” background_size=”default” background_color=”#ffffff” alignment=”center” background_layout=”dark” allow_player_pause=”off” text_border_radius=”3″ disabled=”off”][/et_pb_slide][et_pb_slide button_link=”#” background_image=”https://www.rafi.org.ph/wp-content/uploads/2018/04/20171230_003835.jpg” background_position=”default” background_size=”default” background_color=”#ffffff” alignment=”center” background_layout=”dark” allow_player_pause=”off” text_border_radius=”3″ disabled=”off”][/et_pb_slide][et_pb_slide button_link=”#” background_image=”https://www.rafi.org.ph/wp-content/uploads/2018/04/20171228_111212_HDR.jpg” background_position=”default” background_size=”default” background_color=”#ffffff” alignment=”center” background_layout=”dark” allow_player_pause=”off” text_border_radius=”3″ disabled=”off”][/et_pb_slide][et_pb_slide button_link=”#” background_image=”https://www.rafi.org.ph/wp-content/uploads/2018/04/20171227_163027.jpg” background_position=”default” background_size=”default” background_color=”#ffffff” alignment=”center” background_layout=”dark” allow_player_pause=”off” text_border_radius=”3″ disabled=”off”][/et_pb_slide][et_pb_slide button_link=”#” background_image=”https://www.rafi.org.ph/wp-content/uploads/2018/04/20171128_112914.jpg” background_position=”default” background_size=”default” background_color=”#ffffff” alignment=”center” background_layout=”dark” allow_player_pause=”off” text_border_radius=”3″ disabled=”off”][/et_pb_slide][et_pb_slide button_link=”#” background_image=”https://www.rafi.org.ph/wp-content/uploads/2018/04/20170731_165111.jpg” background_position=”default” background_size=”default” background_color=”#ffffff” alignment=”center” background_layout=”dark” allow_player_pause=”off” text_border_radius=”3″ disabled=”off”][/et_pb_slide][et_pb_slide button_link=”#” background_image=”https://www.rafi.org.ph/wp-content/uploads/2018/04/20170526_181303_HDR.jpg” background_position=”default” background_size=”default” background_color=”#ffffff” alignment=”center” background_layout=”dark” allow_player_pause=”off” text_border_radius=”3″ disabled=”off”][/et_pb_slide][et_pb_slide button_link=”#” background_image=”https://www.rafi.org.ph/wp-content/uploads/2018/04/20170719_092002.jpg” background_position=”default” background_size=”default” background_color=”#ffffff” alignment=”center” background_layout=”dark” allow_player_pause=”off” text_border_radius=”3″ disabled=”off”][/et_pb_slide][et_pb_slide button_link=”#” background_image=”https://www.rafi.org.ph/wp-content/uploads/2018/04/DSC_0430.jpg” background_position=”default” background_size=”default” background_color=”#ffffff” alignment=”center” background_layout=”dark” allow_player_pause=”off” text_border_radius=”3″ disabled=”off”][/et_pb_slide] [/et_pb_slider][/et_pb_column][/et_pb_row][/et_pb_section]
