John Carlo Bonilla

IT Systems Engineer with extensive experience in MSP and enterprise environments, specializing in identity and access management (Microsoft Entra ID, Google Workspace, Okta), cloud platforms, and IT infrastructure. Proven expertise in Tier 1–3 support, incident management, and SLA-driven operations, with a track record of optimizing IT systems and resolving complex technical issues. Adept at cross-platform administration, security best practices, and delivering reliable, high-quality IT services to diverse client environments.

IT Systems Engineer at Technology Elite Inc. (2022-10 – Present)

• Provide Tier 2 technical support for client environments in an MSP setup
• Administer and troubleshoot identity platforms: Microsoft Entra ID (Azure AD), Google Workspace, Okta
• Manage user lifecycle, SSO integrations, and MFA configurations
• Monitor systems using Datto RMM tool and respond proactively to alerts
• Perform patch management, endpoint hardening, and security remediation
• Configure and troubleshoot VPNs, firewalls, and network devices
• Support virtualization platforms (VMware / Hyper-V) and cloud services (AVD)
• Participate in IT projects, including system deployments, migrations, automation initiatives, and process improvements
• Plan, test, and maintain BCDR solutions (Datto, MSP360) including backups and disaster recovery procedures for client environments
• Implement and manage email security solutions (Barracuda, Inky)
• Document procedures, network diagrams, and client configurations

Incident Analyst III at Crawford & Company (2020-05 – 2022-10)

• Serve as Tier 3 escalation point for critical incidents affecting Canada-based clients
• Troubleshoot complex issues across: Windows Server environments, Network infrastructure (VPNs, firewalls, DNS), Cloud platforms (Microsoft 365, Azure), Identity systems (Microsoft Entra ID, ADUC)
• Monitor system alerts and respond to outages impacting Canadian users
• Support Tier 1/2 teams focused on Canada operations
• Maintain documentation and knowledge base articles for regional incidents

IT Service Desk Analyst at Crawford & Company (2019-09 – 2020-05)

• Provide technical support via phone, email, and ticketing systems to global users across multiple regions
• Troubleshoot hardware, software, network, and connectivity issues
• Administer user accounts and access in Microsoft Entra ID and Microsoft 365
• Perform user provisioning, deprovisioning, password resets, and MFA setup
• Support VPN configuration and remote access troubleshooting
• Install and configure desktops, laptops, printers, and mobile devices
• Log, track, and resolve incidents within defined SLA targets
• Escalate complex issues to Tier 2/3 or infrastructure teams
• Maintain documentation and contribute to knowledge base articles
• Assist with onboarding and offboarding processes

Systems Engineer at TATA Consultancy Services (2018-08 – 2019-09)

• Provide technical support to KeyBank end-users through chat, phone, and email
• Manage incidents and requests through ITSM Tool (ServiceNow)
• Troubleshoot Windows OS, Microsoft Office, and network connectivity issues
• Administer user accounts and access in: Microsoft Entra ID and ADUC
• Perform user provisioning, deprovisioning, password resets, and MFA setup
• Support VPN, remote access, and secure connectivity for KeyBank users
• Maintain documentation, knowledge base articles, and standard operating procedures (SOPs)
• Escalate complex issues to infrastructure or application teams as needed

Technical Support Specialist at [24]7.ai Philippines (2017-09 – 2018-07)

• Provide technical support to US-based residential customers
• Troubleshoot internet connectivity issues, including slow speeds, intermittent connection, or outages
• Diagnose and resolve modem, router, and Wi-Fi configuration problems
• Guide customers through router setup, SSID configuration, and password changes
• Support VoIP, cable/IPTV, and basic networking issues
• Escalate complex network outages to Tier 2/network operations teams
• Document cases accurately in CRM/ticketing systems

Bachelor of Science in Information Technology – Laguna State Polytechnic University (2016 – 2017)