John Paulo Mera
IT
Quezon City
Summary
Results-driven IT professional with over 8 years of experience in help desk support, system administration, and maritime IT operations. Expertise in managing Active Directory, Office 365, Azure cloud services, and network infrastructure within high-pressure environments. Proficient in remote troubleshooting, enforcing cybersecurity measures, and delivering exceptional end-user support across diverse international settings. Eager to leverage technical versatility and operational reliability in a global IT support role to drive organizational success.
Overview
10
10
years of professional experience
Work History
Junior IT Officer
M.V Adora Magic City
11.2023 - 03.2025
- Managed and maintained shipboard IT, telecommunication, and network systems and infrastructure
- Supported daily operations of onboard computer systems, ensuring optimal performance and reliability
- Implemented and enforced cybersecurity measures in line with company policies
- Assisted with operation and maintenance of critical OT systems (AMOS, Docmap, A-Pass, Seacare, Navtor, Napa-log)
- Provided system administration and end-user support for PCs, mobile devices, printers, and hotel applications
- Monitored and maintained servers, virtual environments, VoIP, IPTV, and CCTV systems
- Ensured proper functioning of digital systems (e.g., domain controller, SOTI MDM, digital signage, email servers)
- Managed IT inventory and ensured cost-effective usage and proper storage of materials and spare parts
- Monitored and supported ADONIS timekeeping, OTALIO badge printing, and SQB cash machine devices
- Troubleshot PC, application, and network issues, resolving incidents through the SYSAID helpdesk system
- Assisted customer service and admin staff with onboard portal and Wi-Fi issues
- Participated in official inspections, audits, and promoted compliance with all IT policies and procedures
- Practiced effective communication and people management across department
IT Officer
M.V Genting Dream
07.2022 - 05.2023
- Provided end-user technical support via phone and email for hardware and software issues.
- Utilized Remote Desktop and VNC tools for effective troubleshooting and resolution.
- Administered Active Directory for password resets, account management, and access permissions.
- Performed daily backups using DRS while maintaining detailed backup logs for onboard servers.
- Coordinated ship-shore connectivity processes at ports including Singapore and Port Klang.
- Supported key applications such as Micros POS, Avenista, and Fidelio to ensure operational efficiency.
- Managed user accounts and mail services within Microsoft Exchange and Microsoft 365 environments.
CSS/IT Help Desk Analyst
Afni Philippines Inc.
04.2022 - 07.2022
- Provided technical support to end-users via telephone, email, and chat.
- Assisted users with hardware, software, networking, and computer-related issues.
- Created tickets for all incoming calls and emails to track support requests.
- Utilized Remote Desktop Support (RDP) to troubleshoot and resolve remote issues.
- Managed user accounts in Active Directory, including password resets and account reactivations.
- Assigned users to specific groups and granted access to shared folders using Active Directory.
- Searched Active Directory for specific security groups or distribution lists as needed.
IT Help Desk Technician
Reed Elsevier Philippines
09.2021 - 12.2021
- Provided technical support to end-users via telephone, email, and chat.
- Assisted users with hardware, software, networking, and computer-related issues.
- Created tickets for all incoming calls and emails to track support requests.
- Utilized Remote Desktop Support (RDP) to troubleshoot and resolve remote issues.
- Managed user accounts in Active Directory, including password resets and account reactivations.
- Assigned users to specific groups and granted access to shared folders using Active Directory.
- Searched Active Directory for specific security groups or distribution lists as needed.
IT Help Desk Technician I
Nice inContact Company
05.2021 - 09.2021
- Delivered technical support to end-users via telephone, email, and chat.
- Assisted users with hardware, software, networking, and computer-related issues.
- Created tickets for all incoming calls and emails for tracking purposes.
- Utilized Remote Desktop Support (RDP) for efficient troubleshooting.
- Managed user accounts in Active Directory, including password resets and account enablement.
- Assigned users to specific groups and granted access to shared folders using AD.
- Conducted searches for security groups or distribution lists within Active Directory.
- Administered Microsoft Exchange, Azure portal, O365, and Powershell environments.
IT Service Desk L1
Collabera / Wipro BPO Philippines
04.2017 - 05.2021
- Provided technical support via telephone, email, and chat for hardware and software issues.
- Created tickets for all incoming calls and emails to track user requests.
- Conducted Remote Desktop Support to install software remotely under secure credentials.
- Remapped network drives and printers for users lacking access to shared folders.
- Reset network login passwords using Active Directory to maintain security protocols.
- Managed user access within Active Directory by adding employees to specific groups.
- Ensured shared folder access for users in accordance with company policies.
At Home Service Desk Analyst / IT Help Desk Associate
Teletech Novaliches
08.2016 - 01.2017
- Provided technical support to end-users via telephone and email.
- Created tickets for every support request received.
- Assisted users with desktop, network, and software issues.
- Remotely installed software applications using secure credentials.
- Remapped network drives and printers for users lacking access.
- Performed password resets using Active Directory.
- Executed basic troubleshooting for Cisco AnyConnect application.
- Maintained accurate records within ticketing system.
Assistant Branch Manager / Technician / Retail Sales Personnel
Gigahertz Company
10.2014 - 03.2016
- Conducted product demonstrations for clients to showcase offerings.
- Provided competitive pricing data and bundling options to establish negotiated pricing.
- Enhanced product knowledge and sales techniques among team members.
- Developed new customer relationships while maintaining existing accounts within designated area.
- Possessed expertise in repairing laptops, desktops, cellphones, and tablets.
- Assembled personal computers based on customer specifications.
- Compiled weekly and monthly sales reports to track performance.
- Reviewed daily sales metrics and collaborated on monthly sales performance with management.
Education
Bachelor of Science - Information Technology
STI College Novaliches
Novaliches, Quezon City2013
Secondary
Faith Christian Academy of Novaliches
Novaliches, Quezon CityElementary
Rosa L. Susano Elementary School
Novaliches, Quezon CitySkills
Windows operating systems (XP, Vista, 7, 8, 10, 11)
Microsoft Office suite (Word, Excel, PowerPoint)
Active Directory management
Microsoft Exchange administration
Office 365 proficiency
Azure cloud services
Remote desktop support (RDP, VNC)
System Center Configuration Manager (SCCM)
VMware virtualization
Citrix solutions
VPN technologies (GlobalProtect, Cisco AnyConnect)
CCTV
Timeline
Junior IT Officer
M.V Adora Magic City
11.2023 - 03.2025
IT Officer
M.V Genting Dream
07.2022 - 05.2023
CSS/IT Help Desk Analyst
Afni Philippines Inc.
04.2022 - 07.2022
IT Help Desk Technician
Reed Elsevier Philippines
09.2021 - 12.2021
IT Help Desk Technician I
Nice inContact Company
05.2021 - 09.2021
IT Service Desk L1
Collabera / Wipro BPO Philippines
04.2017 - 05.2021
At Home Service Desk Analyst / IT Help Desk Associate
Teletech Novaliches
08.2016 - 01.2017
Assistant Branch Manager / Technician / Retail Sales Personnel
Gigahertz Company
10.2014 - 03.2016
Secondary
Faith Christian Academy of Novaliches
Elementary
Rosa L. Susano Elementary School
Bachelor of Science - Information Technology
STI College Novaliches