Nan Ordoñez
IT Professional with extensive Technical Support experience
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About
Senior Technical Support professional with 20+ years of experience in IT operations, application support, and system monitoring across enterprise environments. Proven expertise in incident management, root cause analysis, and resolving complex technical issues supporting global clients. Strong background in Unix/Linux systems, monitoring platforms, and ticket-based support environments. Adept at collaborating with cross-functional teams to ensure system reliability and service continuity.
Experience
Senior Managed Services Consultant (Technical Support / Monitoring) at ITRS (PHIL) Inc. (2013-06 – 2025-02)
Delivered L2/L3 technical support for enterprise monitoring environments supporting global clients with incident management, RCA, and preventive solutions.
- Delivered L2/L3 technical support for enterprise monitoring environments supporting global clients
- Investigated and resolved complex system and application issues using structured troubleshooting approaches
- Managed incidents, service requests, and escalations within SLA targets
- Performed root cause analysis (RCA) and implemented preventive solutions
- Monitored critical systems using ITRS Geneos and responded to alerts to ensure high availability
- Worked closely with infrastructure, network, and application teams to resolve production issues
- Led continuous improvement initiatives for monitoring configurations and operational processes
Unix Systems Engineer (Production Support) at JP Morgan & Chase Bank, N.A. – PGSC (2012-05 – 2013-05)
Provided production support for enterprise Unix environments in high-availability setting with incident response and system remediation.
- Provided production support for enterprise Unix environments in a high-availability setting
- Handled incident response, troubleshooting, and system remediation activities
- Performed system upgrades, patching, and security compliance tasks
- Collaborated with global teams to maintain system reliability and operational stability
Senior Systems Administrator | System Operator | Data Control Analyst at SMART Communications, Inc. (1999-04 – 2012-04)
Supported mission-critical systems with 99.9% uptime across AIX, HP-UX, and Linux platforms with focus on monitoring, troubleshooting, and disaster recovery.
- Supported mission-critical systems with 99.9% uptime across AIX, HP-UX, and Linux platforms
- Monitored system performance, batch processes, and alerts to ensure operational continuity
- Performed troubleshooting and issue resolution for system and application-related incidents
- Led operations support and mentored junior staff in system monitoring and troubleshooting
- Implemented disaster recovery and failover solutions for critical business systems
- Improved system reliability through infrastructure optimization and automation
- Successfully implemented disaster recovery solutions for core telecom systems
- Strengthened security posture through vulnerability remediation initiatives
Education
Bachelor's Degree in Computer Engineering – AMA Computer University
