Jonathan Ramos
@jonathanramos1
Level 2 Support Technician at Oracle NetSuite who streamlined systems administration with PowerShell and Google AI Essentials automation.
PhilippinesWhat I'm looking for
At ORACLE NETSUITE CORPORATION PHILIPPINES, INC., I handled escalated technical issues across Active Directory, Microsoft 365, and network troubleshooting. I also used PowerShell and Google AI Essentials automation tools to streamline systems administration and parse complex log files.
I investigated recurring incidents using Kepner & Fourie root cause analysis and documented solutions in the internal Knowledge Base. I also coached Level 1 technicians on technical support and ticket documentation.
At ANZ GLOBAL SERVICES AND OPERATIONS, INC., I provided Level 2 infrastructure and network support in banking and enterprise IT environments. Earlier, I handled enterprise IT support at JP MORGAN CHASE and supervised frontline support technicians at STREAM GLOBAL SERVICES.
Experience
Work history, roles, and key accomplishments
Senior IT Systems & Level 2/3 Support Lead
Oracle NetSuite Corporation Philippines, Inc.
Sep 2021 - Dec 2025 (4 years 3 months)
Handled escalated technical issues requiring deep system diagnostics, Active Directory/M365 tenant administration, and network troubleshooting. Utilized PowerShell scripts and Google AI Essentials automation tools to streamline system administration and parse complex log files.
Level 2 Support Technician / Systems Operations Lead
Feb 2015 - Sep 2021 (6 years 7 months)
Provided Level 2 infrastructure and network support across regional banking and enterprise IT environments. Resolved network connectivity issues involving DNS, DHCP, VPN tunnels, firewall rules, and virtualized server instances.
Handled L1/L2 technical support, user account provisioning in Active Directory, workstation troubleshooting, and incident logging.
Technical Operations Supervisor / Quality Lead
Stream Global Services
Feb 2003 - Apr 2012 (9 years 2 months)
Supervised frontline support technicians, audited ticket quality standards, coached agents on technical triage, and managed queue SLAs.
Education
Degrees, certifications, and relevant coursework
De La Salle University
Bachelor of Science, Electronics and Communications Engineering
Bachelor of Science in Electronics and Communications Engineering from De La Salle University.
Kepner & Fourie
Foundation Problem Solver (RCA Credential), Root Cause Analysis
Foundation Problem Solver (RCA Credential) from Kepner & Fourie.
Google AI Essentials Certification, Artificial Intelligence
Google AI Essentials Certification from Google.
CompTIA
CompTIA A+ Certified Technician, Information Technology
CompTIA A+ Certified Technician from CompTIA.
PMP® Exam Prep Boot Camp
PMP® Exam Prep Boot Camp, Project Management
PMP® Exam Prep Boot Camp from PMP® Exam Prep Boot Camp.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
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