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John Orolfo

@johnorolfo

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I resolve complex IT, telecom, and Lenovo support escalations across service operations.

Philippines

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What I'm looking for

I'm looking for a technical support or service-operations role where I can own complex escalations, improve customer experiences, coordinate cross-functional teams, and apply my troubleshooting and process-improvement experience.

I've supported Lenovo North America at Sutherland Global Services for more than a decade, resolving Level 1 hardware issues for IdeaPad and Legion customers from first contact through case closure.

I manage high-priority incidents, supervisor escalations, complaints, technician dispatches, parts coordination, and SLA-driven service requests. I use customer feedback and operational trends to identify root causes, improve workflows, and strengthen service quality.

I've also operated a reverse-osmosis business, assembling and supporting 50+ residential systems while reducing supplier and procurement costs by approximately 15%. Earlier, I delivered frontline telecom support for 4G, VoIP, internet, router/modem, and cable-service issues.

Experience

Work history, roles, and key accomplishments

NOC Dispatcher / Officer

State Guard Australia

Apr 2026 - Aug 2026 (4 months)

Monitored 24/7 public safety and alarm-response operations, coordinated dispatch of security and patrol officers, and served as primary point of contact during service disruptions. Managed rostering and personnel scheduling, provided operational updates, and served as Emergency Response Coordinator for a retirement village.

Dispatch Incident Management SLA Compliance Rostering Emergency Response Communication Skills Reporting

Senior IT Helpdesk Associate / Dedicated Resolution Officer

Sutherland Global Services

Oct 2013 - Apr 2026 (12 years 6 months)

Provided Level 1 technical support for Lenovo North America, handling hardware troubleshooting, case management, escalations, and technician coordination. Analyzed customer feedback to identify root causes and process improvements, and served as Warranty Claims Specialist.

Technical Support Hardware Diagnostics Troubleshooting Escalation Management Case Management SLA Compliance Customer Experience Root Cause Analysis Process Improvement Microsoft Dynamics SAP CRM Lenovo Support Systems

Proprietor

JPE Pure Flow

Jan 2018 - Dec 2023 (5 years 11 months)

Managed day-to-day operations including customers, suppliers, procurement, logistics, and service coordination. Assembled and supported 50+ whole-house Reverse Osmosis systems, performed troubleshooting, and reduced supplier costs by approximately 15%.

Operations Management Procurement Supplier Management Logistics Troubleshooting Customer Service Negotiation

Technical Support Representative

Eastern Telecommunications / Stream Global Services / Starte

Jan 2010 - Dec 2013 (3 years 11 months)

Delivered frontline technical support for telecommunications and IT services, troubleshooting 4G connectivity, VoIP, internet, router/modem, and cable issues. Escalated unresolved cases to higher-level support teams.