John Rowell Romero
@johnrowellromero
IT Operations Analyst, IT Service Desk, IT Helpdesk, Remote Troubleshooting, Monitoring
PhilippinesWhat I'm looking for
I’m an IT Operations Analyst and Help Desk Support professional with 5+ years of experience delivering remote technical support, infrastructure monitoring, incident management, and proactive maintenance across Windows, macOS, cloud, and enterprise environments. I troubleshoot Microsoft 365, Active Directory, endpoint devices, printers, networking, and business applications while maintaining SLA compliance and strong customer satisfaction.
I’ve achieved 100% CSAT for an entire year, maintained 95%+ First Call Resolution, and recorded zero client escalations by pairing fast troubleshooting with clear customer communication. I support enterprise users in fast-paced MSP-style environments using ITSM tools and monitoring systems, coordinating escalations and performing weekly maintenance and log/process analysis to keep services stable.
Experience
Work history, roles, and key accomplishments
IT Operations Analyst
CyberQ Group Philippines
Aug 2024 - Mar 2026 (1 year 7 months)
Delivered remote IT support for Windows, macOS, Chromebook, and mobile users, troubleshooting Microsoft 365/Google Workspace, MFA/2FA, software installs, printer and endpoint connectivity issues. Used Zabbix and Salesforce to monitor alerts, document incidents, and coordinate escalations while performing proactive system and server maintenance.
L1 Monitoring Engineer
NetServ
Jun 2022 - Jul 2024 (2 years 1 month)
Monitored enterprise infrastructure and cloud environments using Nagios XI and responded to alerts by escalating critical incidents to the right technical teams. Managed incidents in ServiceNow, tuned alert thresholds to reduce false positives, and produced performance/utilization reports for CPU, memory, and disk usage.
Provided Level 1 support for hardware, software, Microsoft Office, user accounts, and connectivity issues via phone, email, and remote sessions. Escalated unresolved cases and maintained accurate ServiceNow ticket records and activity updates.
Delivered first-level technical support through phone, email, and chat, managing incident tickets and coordinating escalations in ServiceNow. Assisted users with application access, password issues, and workstation-related troubleshooting.
Provided customer support for internet, phone, cable, and email services, including router and Wi-Fi configuration. Diagnosed connectivity issues, configured customer email on Windows and iOS devices, and supported service restoration.
Education
Degrees, certifications, and relevant coursework
Saint Paul University
Bachelor of Science in Information Technology, Information Technology
Earned a Bachelor of Science in Information Technology at Saint Paul University in Surigao City. Completed undergraduate studies in IT.
AMA Computer University
Previously attended AMA Computer University in Quezon City. Specific program and degree details were not provided.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Job categories
Skills
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