Helpdesk L2/L3 & escalations
6,771 hrs logged see FILE-01Queue ownership end to end: triage, difficult-ticket resolution, client communication. Named an escalation point after 2,290 hours on one engagement.
Noriel Barrometro · MSP Operations ConsultantOpen to remote MSP roles
The escalation point your queue is missing.
18 years in IT, 10+ on US MSP queues. I take the tickets nobody wants to touch, then write the SOP so the fix outlives me. Helpdesk L2/L3 · systems & networks · process · carefully scoped AI operations.
Zambales, PH · UTC+8 · years on US business hours · night shifts OK
Capability ledger · 4 records · all in production
What I own
Systems & networks
NET+ · AZ-900 · VCP-DCV see credentialsMicrosoft 365, Active Directory, Windows Server, macOS and Windows endpoints, VMware virtualization, backup and BCDR, firewalls, VPN, DNS, DHCP.
SOPs & process
IT Glue · Notion see the recordSOP writing and process documentation as a dedicated function: hired by a security-focused MSP to set standards with management.
AI-assisted operations
In daily use · human-reviewed see FILE-02Carefully scoped: context kept intact, decisions traceable, output under human review. Built around your controls, not a template.
Toolchain //
- ConnectWise Manage·Control·Automate
- HaloPSA
- NinjaOne
- IT Glue
- Datto BCDR
- Acronis
- Meraki
- SentinelOne
- Proofpoint
- Okta
- Addigy
- M365
- VMware
Case files · source records attached
The work, verified
FILE-01 · MSP operations & leadership
From helpdesk technician to escalation point.
A Colorado MSP hired me through Upwork as a helpdesk technician, then converted me to a direct hire. Three months in, promoted to Pod and Team Lead: four IT professionals, while still owning the queue's difficult tickets. Active Directory, networks, infrastructure escalations, full MSP toolchain.
Other client records
“We will continue to use Noriel on projects, he has been a great addition to our team.”
MSP engagement
5.0
“He was very accurate and got the problems solved that I hired him to solve.”
Internet consulting
5.0
“Noriel is a great worker and definitely hire him back for other jobs.”
Level 2 helpdesk
5.0
Reliable ×3Collaborative ×2Committed to quality ×2Clear communicatorDetail orientedProfessionalSolution oriented
Client-endorsed strengths · counts as recorded on the platform
Case files · FILE-02
AI operations
FILE-02 · in daily use
An AI operating environment built for continuity.
I built and use an AI-assisted operating environment that keeps complex work moving without losing context between sessions, tools, or collaborators. Decisions stay reviewable; output holds a consistent standard under human review. For clients: I assess how your team works, then design an implementation around your requirements, controls, and ownership.
Operating outcomes · in daily use
Continuity
Important context remains available when complex work resumes.
Traceability
Key decisions can be reviewed instead of reconstructed.
Consistency
Results follow a clear standard and stay under human review.
Service history · in service since 2008
The record
Hospital, school and corporate IT, a decade of remote US MSP work, an independent practice.
Founder & IT Consultant2024 – now
IT Support Engineer2024 – 2025
Technician to Pod & Team Lead2022 – 2024
Remote IT support & MSP roles2015 – 2021
Systems & network foundations2008 – 2014
2024 – now
Founder & IT Consultant
TechCare IT Solutions · PhilippinesConsultation, network design, implementation, documentation, after-sales support.
2024 – 2025
IT Support Engineer
A security-focused MSP · remote, USHelpdesk and engineering support, SOP writing, process documentation, service standards with management.
2022 – 2024
Technician to Pod & Team Lead
A Colorado MSP · remotePromoted in three months; led four IT professionals while owning escalations and infrastructure tickets.
2015 – 2021
Remote IT support & MSP roles
Multiple US companiesMicrosoft 365 migrations and administration, Active Directory, Windows Server, endpoints, networks, remote monitoring.
2008 – 2014
Systems & network foundations
Hospital, education & corporate ITMIS support to system administration: firewalls, domain networks, storage, backup, workstation deployment.
Remote ops readiness
- Dedicated home office: high-spec desktop, three monitors
- MacBook as second / backup machine
- Two independent internet lines: fiber + Starlink
- UPS power backup for interruptions
- Years working US business hours · night shifts OK
Credentials
On paper
Current
CompTIA Network+ CEExpires Feb 2027
Microsoft Azure Fundamentals AZ-900Issued Feb 2024
VMware VCP-DCV 2022Issued Jun 2022
VMware VCTA-DCV 2022Issued May 2022
In progress to Azure Administrator AZ-104
Education: BS Computer Science, Columban College, Olongapo City.
Previously certified
Datto Certified Advanced TechnicianExpired Mar 2024- Datto Certified Deployment SpecialistExpired Feb 2024
Acronis Cloud Tech ProfessionalExpired Nov 2023
Expired vendor training is shown as history, never as a current credential.
Contact // open to
Need someone who can own the difficult work?
ROLE-01
L2/L3 helpdesk & escalationsThe tickets that stall your queue, owned end to end.
ROLE-02
SOPs & processWorking knowledge written into standards your team follows.
ROLE-03
MSP pod or team leadA remote desk on US hours, with the difficult tickets kept in house.
Open to remote MSP roles
Zambales, PH · UTC+8 · years on US business hours · night shifts OK
Noriel Barrometro · MSP Operations ConsultantIn IT since 2008