JDJoshua Delosreyes
@joshuadelosreyes
Customer-focused Remote Support Specialist with five years resolving complex technical issues.
PhilippinesWhat I'm looking for
I am a dedicated Remote Support Specialist with five years of experience providing technical support across hardware, software, and network domains for global clients. I serve as an escalation point for IT service desks and deliver restorative and maintenance actions to resolve end-user problems efficiently.
My background includes roles as an IT SME, IT Service Desk Analyst, and Helpdesk Technician, with hands-on experience in ticketing, remote connection tools, and system administration. I have contributed to documentation, initial troubleshooting workflows, and advanced support escalations.
I prioritize clear communication, customer satisfaction, and reliable problem resolution, and I bring practical expertise in Microsoft 365 administration, Active Directory, MECM/SCCM, Azure AD, Intune, ServiceNow, and enterprise applications like SAP and Oracle.
Experience
Work history, roles, and key accomplishments
Remote Support Specialist
Emerson Electric Co
May 2023 - Dec 2025 (2 years 7 months)
Served as escalation point for IT Service Desk Tier 1 and provided advanced remote technical support, performing restorative and maintenance actions to resolve end-user problems and improve incident resolution.
IT Service Desk Analyst
Emerson Electric Co
May 2021 - May 2023 (2 years)
Answered emails, web chat and phone calls to provide initial troubleshooting and created IT ticket documentation to drive timely incident resolution for end users.
Helpdesk Technician I
Stefanini Philippines
Nov 2020 - Feb 2021 (3 months)
Provided frontline helpdesk support handling user issues, performing basic hardware/software troubleshooting and escalating complex incidents to higher tiers.
Computer Maintenance Technician
DSWD-NCR Manila
Performed computer assembly, software and hardware installation, basic programming tasks, and network device configuration during internship to support departmental IT operations.
Education
Degrees, certifications, and relevant coursework
Informatics College Manila
Bachelor of Science, Information Technology
2017 - 2020
Completed a Bachelor of Science in Information Technology covering IT fundamentals, software and hardware troubleshooting, and network configuration.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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