John Errick Fadriquela
@johnerrickfadriquela
I resolve enterprise IT incidents, improve service delivery, and mentor support teams.
PhilippinesWhat I'm looking for
At Tenerity, I resolve internal employee issues through phone and email support, manage Severity 3 and 4 incidents, and maintain SLA-focused ticket tracking.
I author knowledge base articles and escalation matrices, conduct call and ticket audits, and collaborate with Security Engineering, Security Operations, and Technology Teams on threats, vulnerabilities, Office 365, and domain migrations.
Previously, I served as an SME at HCL Technologies and Wells Fargo, where I supported migrations, mentored teams, trained new hires, and improved helpdesk processes. I've been recognized as a Top Performer from 2022 to 2024 and received awards for employee growth, leadership, and process improvements.
Experience
Work history, roles, and key accomplishments
Global Service Desk Analyst L1/L2
Tenerity
Sep 2021 - Present (5 years)
Provide technical support to internal employees via phone and email, maintain call logging system, and manage incident management tasks. Implement process improvements and collaborate with technology teams on migrations and security.
Provided technical support to customers via phone and email, managed incidents and service requests, and ensured SLA compliance. Pioneered as SME for Modern Desktop Pod Support and handled migration from Noble to Chevron.
Managed a team and acted as SME by providing technical support, guidance, and training to less experienced specialists. Conducted monthly collaboration with other lines of business and monitored issue trends.
Responded to inquiries and resolved basic to moderately complex hardware and software issues, including virtual machines. Documented solutions and provided support to customers.
Education
Degrees, certifications, and relevant coursework
Udemy
The Absolute Beginners Guide to Cybersecurity 2025, Cybersecurity
2025 - 2025
Completed The Absolute Beginners Guide to Cybersecurity 2025 course on Udemy in October 2025.
Udemy
Leadership & Management Skills, Leadership
2023 - 2023
Completed the Leadership & Management Skills course on Udemy in July 2023.
Udemy
Leadership - How to Influence, Inspire and Impact as a Leader, Leadership
2023 - 2023
Completed the Leadership - How to Influence, Inspire and Impact as a Leader course on Udemy in January 2023.
Udemy
Identity and Access Management, Identity and Access Management
2023 - 2023
Completed the Identity and Access Management course on Udemy in July 2023.
Udemy
Cyber Security from Beginner to Expert, Cyber Security
2023 - 2023
Completed the Cyber Security from Beginner to Expert course on Udemy in July 2023.
Udemy
Business Analysis Fundamentals, Business Analysis
2023 - 2023
Completed the Business Analysis Fundamentals course on Udemy in July 2023.
STI College Global City
Bachelor of Science, Information Technology
2010 - 2015
Bachelor of Science in Information Technology from STI College Global City from 2010 to 2015.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Job categories
Skills
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