John Jimenez

Results-driven Major Incident & IT Operations Specialist with 8+ years of experience in enterprise and telecom environments. Proven expertise in ITIL, Agile practices, and incident lifecycle management, with a strong track record of leading high-impact incidents, coordinating cross-functional teams, and ensuring SLA compliance. Highly proactive, detail-oriented, and self-organizing professional with strong stakeholder management skills and experience supporting global and distributed teams.

Adept at driving continuous improvement, optimizing processes, and delivering reliable IT services in fast-paced environments.

Major Incident Administrator - Telus International Philippines

(2024-06 - 2025-11)

• Led the coordination and resolution of high-severity (P1/P2/P3) incidents, ensuring rapid response and minimal business impact in high-availability environments
• Acted as the primary incident lead, driving structured communication, timely escalation, and end-to-end resolution across technical and business teams
• Facilitated incident bridge calls and real-time collaboration with onshore and offshore teams, ensuring alignment and efficient issue resolution
• Delivered clear, timely stakeholder communications, including incident updates, escalations, and executive-level summaries
• Produced root cause analysis (RCA) and post-incident reports (PIR), identifying gaps and driving continuous service improvement
• Ensured strict adherence to ITIL processes (Incident, Problem, and Change Management) and organizational service standards
• Collaborated within Agile and fast-paced enterprise environments, adapting quickly to changing priorities and operational needs
• Demonstrated strong ownership, initiative, and resilience in managing complex technical and operational incidents
• Supported and utilized service management and infrastructure tools (e.g., ServiceNow, monitoring platforms) for incident tracking and resolution
• Maintained a balance of attention to detail and big-picture awareness, ensuring both accurate execution and alignment with business objectives

Operations Technical Support Representative III - Telus International Philippines

(2019-10 - 2024-06)

• Provided Tier 3 support for Telus internet (Fiber, ADSL, Copper) customers
• Diagnosed and resolved complex network/connectivity issues remotely
• Delivered advanced support for cloud-enabled internet and managed services used by enterprise and SMB customers
• Troubleshoot application access issues, authentication failures, and connectivity-related incidents
• Used ticketing systems to track issues from intake through resolution, ensuring SLA compliance
• Served as an escalation point for complex, recurring, or business-impacting issues

Technical Support Representative (Tier 2 Escalation) - Sykes (Google Apps/Play/Store)

(2018-07 - 2019-10)

• Supported Google Workspace and SaaS-based applications, including account setup, permissions, billing, and app behavior issues
• Resolved user and admin-level concerns across chat, email, and phone channels
• Maintained high resolution accuracy while meeting response-time SLAs
• Collaborated with internal teams to escalate bugs and feature-related issues
• Coordinated with partner delivery services to investigate shipment issues and provide timely status updates
• Maintained constant communication with internal business teams and customers regarding shipment progress and follow-ups
• Handled escalations related to shipping delays, lost parcels, and refund requests
• Served as the final point of contact for supervisor-level calls, ensuring effective issue resolution and customer satisfaction

Technical Support Associate I - Convergys (AT&T Uverse)

(2017-08 - 2018-04)

• Assisted customers with internet, billing, and troubleshooting concerns
• Supported customers using web-based portals and cloud-backed services
• Diagnosed connectivity, account, and service configuration issues
• Delivered consistent, customer-centric support aligned with service KPIs

IT Support Technician - Provincial Capitol of Laguna – Management Information Systems Office (MISO)

(2015-09 - 2017-08)

• Provided frontline IT service desk support, including laptop and desktop troubleshooting, diagnostics, and basic repairs
• Designed and maintained office layouts and IT workstation setups
• Performed accurate data encoding, documentation, and records management
• Supported field operations and on-site technical assistance across municipal offices
• Supervised On-the-Job Trainees (OJT), providing guidance and basic technical training
• Assisted as Junior Technical Support in resolving hardware and software issues
• Served as Municipal Coordinator for Youth Affairs, coordinating IT-related activities and reporting

Co-Owner / IT Support Technician - Vessy Printing

(2014 - 2015)

• Co-managed daily business operations while providing in-house IT service desk support
• Designed office and print layout setups to improve workflow efficiency
• Performed laptop and desktop troubleshooting, diagnostics, and basic hardware repairs
• Maintained and supported computer systems to ensure smooth business operations

IT Support Technician - MSRT Computer Center

(2006-06 - 2008-05)

• Provided technical support for laptop and desktop systems, including troubleshooting, diagnostics, and repairs
• Identified and resolved hardware and basic software issues to restore system functionality
• Delivered timely and effective customer support to ensure client satisfaction

IT Support Technician - MSRT Computer Center

(2008-10 - 2009-09)

• Provided technical support for laptop and desktop systems, including troubleshooting, diagnostics, and repairs
• Identified and resolved hardware and basic software issues to restore system functionality
• Delivered timely and effective customer support to ensure client satisfaction

B.S. - Computer Science - AMA Computer College, Makati (2014)