Jerome B.
IT and Cybersecurity Support
Actively lookingNew to PlatformAbout
Jerome R. is a seasoned IT Support Engineer with over 15 years of extensive experience in technical support and system administration across international environments. He possesses a proven track record in hardware and software troubleshooting, effectively managing Windows Server administration and utilizing Microsoft 365 for business continuity. Jerome is adept in network analysis, using advanced tools like Wireshark to identify and resolve connectivity issues, enhance system security through best practices in cybersecurity, and coordinate cross-functional incident responses. His career includes a progression through roles such as Technical Support Engineer at Archway Computer, System Administrator at Tyto IT Solutions, and NOC Helpdesk Engineer at Quest Technology Management Systems. He has been pivotal in reducing issue recurrence, managing high-priority incidents, and mentoring junior staff, thereby contributing to scalable, reliable IT solutions with enhanced operational performance.
Experience
Technical Support Engineer
Archway Computer · 2023 — 2024Provided technical support by diagnosing and troubleshooting hardware and software failures, ensuring restoration of operations effectively.System Administrator
Tyto IT Solutions · 2021 — 2024Managed high-priority client incidents by coordinating with stakeholders and ensuring timely communication of status updates to maintain client confidence.NOC Helpdesk Engineer
Quest Technology Management Systems · 2021 — 2021Analyzed recurring support incidents to determine root causes, leading to process improvements that reduced incidents and clarified knowledge base content.IS Technical Champion - Service Delivery
GHD Pty Ltd · 2015 — 2020Designed a technical escalation framework to enhance service delivery and reduce resolution handoffs, enabling more consistent client response outcomes.IS Helpdesk Technician - Service Delivery
GHD Pty Ltd · 2012 — 2015Maintained comprehensive runbooks and configuration records, streamlining troubleshooting processes to reduce mean time to recovery.Technical Helpdesk Analyst, SME – RIM IT
FIS Global Solutions · 2011 — 2012Contributed to incident resolution by coordinating cross-functional escalation paths among IT, vendors, and business stakeholders for critical outages.Technical Support Representative
Teletech Customer Care Management Inc. · 2005 — 2008Engaged with high-volume customer interactions, prioritizing critical cases to ensure timely resolutions and sustain customer trust.
Skills & Expertise
Education
- Associate's Degree in Information TechnologyChabot College · 2024 — Present
- Bachelor of Science in Business AdministrationCentro Escolar University · 2001 — 2004
- Bachelor of Science in Information ManagementFERN College · 2000 — 2000
- Elementary and High School GraduateFlos Carmeli Institution · 1990 — 2000