Open to opportunities

Robertson Getaruelas

@rgetaruelas2

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IT operations and analytics professional driving network reliability and data-driven insights.

Philippines

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What I'm looking for

I seek a role where I can combine network operations and analytics to reduce outages, improve SLAs, and drive continuous improvement in a collaborative, data-driven environment.

I am an IT operations and analytics professional with ten years' experience supporting large-scale network environments and service providers. I combine hands-on troubleshooting with data-driven analysis to reduce outages and improve operational metrics.

At Accenture I transformed raw technical and customer data into actionable business intelligence for a major ISP, building SQL and Python pipelines and interactive dashboards in Power BI and Tableau to monitor FCR and MTTR.

My background includes capacity management, proactive SLA monitoring, and root-cause analytics using tools such as SolarWinds, Splunk, Prognosis, and eHealth, which led to firmware updates that cut related tickets by 28% and faster detection times by 40%.

I began in technical support and escalation roles where I developed structured troubleshooting workflows, knowledge-base content, and escalation playbooks that improved first-call resolution and reduced repeat contacts—skills I bring to cross-functional teams focused on reliability and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Data Insights Analyst

Current

Accenture

Jan 2023 - Present (2 years 8 months)

Transformed ISP technical and customer data into actionable BI, automating diagnostic aggregation and dashboards that reduced issue detection time by 40% and cut related tickets by 28% via targeted remediation.

SQL Python Power BI Tableau Splunk Solarwinds Root Cause Analysis

Capacity Management Analyst

Accenture

Jan 2020 - Dec 2023 (3 years 11 months)

Conducted capacity studies and trend analysis for Telstra, validating client data and delivering capacity reports to prevent congestion and ensure contractual SLA compliance.

Capacity Planning Solarwinds SQL Trend Analysis Anomaly Detection Reporting

IT Operations Support

Accenture

Jan 2016 - Dec 2023 (7 years 11 months)

Supported 24/7 IT operations using ServiceNow and BMC Remedy, streamlined change management and knowledge documentation, reducing MTTR by 30% and minimizing failed deployments.

ServiceNow Splunk Dynatrace Solarwinds ITIL Incident Management Change Management

Technical Support Specialist

Lexmark

Jan 2014 - Dec 2016 (2 years 11 months)

Provided advanced troubleshooting and firmware validation for enterprise printers, contributed to knowledge base and reduced resolution times through structured workflows and remote diagnostics.

Remote Support Lexmark Markvision Troubleshooting CSAT

Escalation Support Specialist

Concentrix

Jan 2012 - Dec 2014 (2 years 11 months)

Handled Tier 2/3 technical escalations for ISP and ITSM cases, achieving 95% FCR and reducing churn by 18% for premium accounts through negotiation and escalation playbooks.

Escalation Management CRM DHCP Troubleshooting Playbooks Customer Advocacy FCR