Plaridel, Bulacan · PHAvailable for work

Joshua
Cervantes

I keep systems running and people productive — resolving incidents, hardening endpoints, and leading infrastructure moves with zero downtime.
Currently supporting enterprise IT at Asalus Corporation (Intellicare).

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Years IT Support

Tickets / Week

FCR Rate

Assets Managed

Career Timeline

Experience

Three years of frontline IT support and operations — from 24/7 platform monitoring to leading a full-site infrastructure relocation.

Asalus Corporation — Intellicare

IT Support

Apr 2023 – Present

Angeles, Philippines

Resolved 45+ technical tickets weekly with a 92% First-Contact Resolution (FCR) rate across phone, email, and on-site support.
Diagnosed and mitigated 150+ hardware/software incidents monthly (Windows/Linux).
Deployed and configured 80+ workstations with 100% security baseline compliance.
Directed 3 major software migrations resulting in a 15% improvement in processing speeds.
Managed 200+ hardware assets and licenses with 100% audit accuracy, reducing procurement costs by 10%.
Developed 15+ SOPs, reducing onboarding time by 20%.

Smart Communications, Inc.

Operational Analyst

Jun 2020 – Apr 2023

Pasig, Philippines

24/7 monitoring for production platforms, maintaining 99.9% uptime.
Managed 20+ critical escalations monthly across DevOps teams and external partners.
Supervised 500+ automated batch jobs daily with zero data discrepancies.
Achieved 100% pass rates on quarterly SOX compliance audits.
Monitored 5+ third-party service providers for SLA and CR accountability.

Key Project

IT Infrastructure Relocation Lead

Angeles to Clark Move

Project

Clark, Philippines

Migrated ISP circuits, biometric security systems, and surveillance networks with zero downtime.
Acted as liaison between executives, vendors, and building management (Citifront).
Managed vendor relations and document workflows end to end.

Toolbox

Technical Skills

The systems, tools, and standards I work with day to day.

~/skills/os

$ ls Operating Systems

Windows 7 / 10 / 11Windows ServerLinux (Basic)

~/skills/networking

$ ls Networking

TCP/IPPuTTYWiresharkRouter/Switch ConfigVPN Support

~/skills/it-tools

$ ls IT Tools

Active DirectoryServiceNowOSTicketTeamViewerAnyDesk

~/skills/security

$ ls Security

TrellixMcAfeeSOX ComplianceCybersecurity Standards

~/skills/other

$ ls Other

Vendor CoordinationInfrastructure Relocation Mgmt

Credentials

Certifications

Industry credentials across support, cloud, security, and data.

CompTIAIn Progress

CompTIA Network+

Expected 2026

CompTIA

CompTIA A+ (220-1101 & 220-1102)

Issued Apr 2025

Microsoft

Microsoft 365 Fundamentals (MS-900)

Issued 2024

Microsoft

Microsoft Azure Fundamentals (AZ-900)

Issued 2024

Google

Google Cybersecurity Professional Certificate

Issued Oct 2023

Oracle

Oracle Cloud Infrastructure Foundations Associate

Issued Oct 2023

Google

Google Data Analytics Professional Certificate

Issued Sep 2022

LinkedIn Learning

SQL Essential Training

Issued Jun 2022

Academics

Education

2019

BS Information Technology

Bulacan State University

Bustos Campus

2017

Associate in Computer Technology