Romeo I.
Senior IT Service Desk Engineer
Open to offersNew to PlatformAbout
am an IT Service Desk and Technical Support professional with 8+ years of hands-on experience supporting users, businesses, devices, applications, and IT environments across North America, Canada, APAC, and remote teams.
My background includes Tier 1 and Tier 2 technical support, MSP/help desk operations, endpoint troubleshooting, Microsoft 365, Azure Active Directory/Entra ID, Active Directory, Exchange Online, Microsoft Intune, Windows 10/11, macOS, iPhone, iPad, networking, VPN, DNS, DHCP, VLANs, firewalls, printers, hardware, software, and business applications.
I also have approximately six years of Apple technical support experience with Mac, iPhone, iPad, macOS, and the Apple ecosystem. I am comfortable supporting both Windows and Apple environments and troubleshooting a wide range of technical issues.
Throughout my career, I have worked with ticketing, PSA, RMM, and business platforms including ServiceNow, Zendesk, Freshdesk, Salesforce, ConnectWise, HaloPSA, Jira, and Auvik. I also have experience with backup and disaster recovery solutions such as Datto and Axcient, virtualization technologies including VMware and Hyper-V, and cloud environments involving Microsoft 365, Azure, AWS, and hybrid infrastructure.
My networking experience includes troubleshooting routers, switches, firewalls, VPNs, DNS, DHCP, VLANs, and connectivity issues. I also have Cisco CCNA and CompTIA-related knowledge supporting infrastructure and endpoint troubleshooting.
One of my greatest strengths is my customer-focused approach to technical support. I understand that behind every ticket is a person who needs to get back to work. I listen carefully, ask the right questions, communicate clearly, and explain technical solutions in a way users can understand.
My work style is reliable, adaptable, proactive, and team-oriented. I am comfortable working independently in remote environments, managing multiple priorities, meeting service-level expectations, documenting tickets accurately, and collaborating with technical teams when escalation is required.
I approach every technical issue methodically: understand the problem, identify the root cause, implement the solution, verify the result, and document the resolution. I am committed to continuous learning and staying current with technology.
I don't simply aim to close tickets—I aim to solve problems, improve the user experience, keep businesses productive, and provide IT support that people can trust.
Why hire me
Employers should hire me because I bring 8+ years of hands-on IT Service Desk and Technical Support experience, combined with strong troubleshooting skills, customer service, and a practical, solution-focused work style. I have experience supporting Tier 1 and Tier 2 environments, MSP clients, remote users, Microsoft 365, Windows, macOS, Apple devices, networking, VPNs, endpoint management, and various business applications. I’m comfortable working with tools such as ServiceNow, ConnectWise, Zendesk, Freshdesk, HaloPSA, Jira, Intune, Azure/Entra ID, and Auvik. One of my biggest strengths is my ability to troubleshoot methodically rather than simply apply quick fixes. I focus on understanding the root cause, resolving the issue efficiently, verifying the solution, and documenting everything properly. I also know when to take ownership of an issue and when it needs to be escalated. I’m also very customer-focused. I understand that technical support is not just about fixing computers—i
Experience
Technical Support Advisor
CPT Network Solutions · 2024 — 2026Delivered remote technical support to field technicians servicing enterprise retail locations in the United States. Identified and rectified hardware, software, networking, and connectivity issues within retail technology setups. Supported Point-of-Sale (POS) systems, payment terminals, pin pads, printers, registers, and office workstations. Coordinated technician dispatches while adhering to customer service level agreements. Assisted field technicians in troubleshooting various network components. Worked collaboratively with enterprise customers to minimize downtime and restore essential business operations. Provided technical guidance through phone and remote support.Senior IT Service Desk Analyst
Turner Techtronics · 2023 — 2024Offered Tier 1 and Tier 2 technical support to enterprise users in a managed services environment. Managed Microsoft 365, Microsoft Entra ID (Azure AD), Exchange Online, Active Directory, and Microsoft Intune. Oversaw onboarding and offboarding processes, involving account provisioning and deprovisioning. Configured mailboxes and addressed Outlook issues across various platforms. Supported endpoint deployment, device imaging, and workstation provisioning. Diagnosed and resolved issues concerning Windows, applications, networking, authentication, and hardware. Employed ServiceNow, ConnectWise, and Gorelo for incident management.Senior IT Service Desk Analyst
TEKsystems (Allegis Global Solutions) · 2022 — 2023Provided Tier 2 IT support for enterprise users across North America and the Asia-Pacific region. Managed Microsoft 365, Microsoft Entra ID (Azure Active Directory), Exchange Online, Microsoft Intune, and Active Directory. Handled user lifecycle processes such as onboarding, offboarding, account provisioning, and access management. Configured Exchange Online mailboxes utilizing Exchange Admin Center. Identified and resolved issues related to Windows, Microsoft 365, authentication, hardware, software, and networking. Performed provisioning and deployment of endpoints for employees. Used ServiceNow and ConnectWise for managing incidents and service requests.Technical Specialist / API Test Engineer
Techdinamics Solutions (Freelance) · 2022 — 2022Provided technical support for logistics and warehouse management platforms. Addressed API integration and Warehouse Management System (WMS) issues. Investigated and resolved web application problems affecting logistics operations. Collaborated with clients to determine root causes and implement effective solutions. Assisted in testing and validating API functionality to enhance system reliability.Technical Support Engineer
Rollo Inc. (Freelance) · 2022 — 2022Delivered technical support for thermal printers used in e-commerce and shipping operations. Diagnosed hardware, software, driver, and connectivity issues on both Windows and macOS systems. Assisted customers through phone, chat, and email, ensuring high levels of customer satisfaction. Resolved escalated technical problems and conducted advanced troubleshooting. Supported web-based logistics and courier platforms to maintain uninterrupted service.Technical Support Engineer
Sonos Inc. · 2021 — 2022Provided Tier 2 technical support for premium consumer audio products. Diagnosed hardware, software, networking, and wireless connectivity problems. Supported an array of devices, including Windows, macOS, iOS, and Android. Assisted customers through various communication channels while consistently meeting quality and satisfaction targets.Technical Advisor
Apple Inc. · 2020 — 2021Delivered Tier 2 technical support for Apple products such as Mac, iPhone, and iPad. Resolved various issues including hardware, software, operating system, and network-related problems. Guided users through advanced troubleshooting procedures for macOS and iOS. Escalated complex issues while maintaining a strong focus on customer experience.Technical Support Engineer / Customer Support Specialist
HP Inc. · 2018 — 2020Provided technical support for HP printers across platforms including Windows, macOS, Android, and iOS. Diagnosed and resolved hardware, software, printing, and network connectivity issues. Conducted advanced troubleshooting for escalated customer cases. Delivered support through phone, chat, and email while adhering to service quality metrics.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologyFar Eastern University Makati · 2012 — 2016
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