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GaryJr Neri

@garyjrneri

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IT Support Analyst at Nestlé Qatar who supported 60+ users across Windows, Microsoft 365, and ServiceNow.

Philippines

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What I'm looking for

I'm seeking new IT support opportunities and am open to relocation and international opportunities.

At Nestlé Qatar Trading LLC, I was the primary IT contact for 60+ users, providing Level 1 and Level 2 support for Windows, Microsoft 365, hardware, and business applications.

I managed incidents and service requests in ServiceNow within SLA targets, and supported Active Directory accounts, VPN and MFA access, onboarding, and endpoint updates. I also monitored bandwidth and backups and coordinated equipment and network issues with internal teams and vendors.

Experience

Work history, roles, and key accomplishments

IT Support Analyst

Nestlé Qatar Trading LLC

Jul 2016 - Nov 2025 (9 years 4 months)

Provided L1/L2 support as primary IT contact for 60+ users, troubleshooting Windows, Microsoft 365, hardware, printers, VPN and connectivity issues. Managed incidents and service requests in ServiceNow, coordinated escalations, and supported onboarding, asset management, and security procedures.

Windows 10 11 Microsoft 365 Active Directory ServiceNow VPN MFA IT Asset Management ISO 27001 Disaster Recovery Business Continuity

IT Support Specialist

Alpha Data LLC

Jan 2016 - Jul 2016 (6 months)

Resolved end-user hardware, software, printer and application issues in an enterprise support environment. Supported workplace technology, meeting room systems, network printers and endpoint security updates.

hardware troubleshooting Software Troubleshooting Printers Endpoint Security Meeting Technology

Helpdesk Support

NextBPO Solutions

Sep 2014 - Sep 2015 (1 year)

Delivered remote Level 1 support for hotel reservation, call-management and voice-security systems, resolving software incidents and supporting remote deployments and configuration.

Remote Support Software Troubleshooting Hotel Reservation Systems Call management Voice Security

Level 2 IT Helpdesk Agent

Atos Information Technology Inc.

Jul 2012 - Mar 2013 (8 months)

Provided Level 2 support for enterprise clients including Coca-Cola and Morgan Stanley, investigating escalated software and infrastructure issues and coordinating onsite support. Tracked incidents and service requests through troubleshooting, handoff and resolution.

Level 2 Support Incident Management Service Request Management Escalation Management Enterprise Accounts

Subject Matter Expert

VXI Global Solutions

Sep 2011 - Jun 2012 (9 months)

Served as technical escalation resource for Level 1 representatives on AT&T U-Verse services; coached frontline staff and supported performance monitoring and service reporting.

Technical Escalation Coaching Performance Monitoring AT&T Uverse

Technical Support Engineer Level 2

Convergys

Mar 2010 - May 2011 (1 year 2 months)

Provided Level 2 support for Microsoft Windows, Microsoft Office, email configuration and server connectivity; diagnosed and resolved advanced configuration issues.

Windows Microsoft Office Email Configuration Server Connectivity Troubleshooting