John Mark Lorejo - NOC Engineer

About Me

Experience

8+ Years

NOC Focus

2+ Years

Education

BS Computer Engineering

Enterprise-scale Network Operations Center engineer with 6+ years of IT and 2 years in network operations, specializing in serviceability, observability, incident management, and operational excellence.

Proven expertise managing 220M+ user-facing systems across multi-region AWS environments. Skilled in real-time infrastructure monitoring, P1/P2/P3 incident triage with SLA compliance, and event correlation achieving 30-50% alert noise reduction. Strong advocate for MTTD/MTTR optimization and data-driven postmortem practices.

Certifications & Credentials

Google Cybersecurity Professional Certificate

Google IT Support Professional Certificate

ISC2: Certified in Cyber Security

Cisco Network Essentials

Fortinet: Technical Introduction to Cybersecurity

CompTIA: Introduction to Cybersecurity

Professional Experience

NOC Engineer

Trust Wallet

May 2025 - Present

Operated enterprise-scale Network Operations Center (NOC) managing 12+ microservices with 10+ components each across multi-region AWS infrastructure serving 220M+ users
Implemented real-time observability and monitoring infrastructure using Grafana and API calls to maintain business-critical dashboards tracking service health, error rates, and availability KPIs
Achieved 30% alert noise reduction through in-depth investigation, collaboration and event correlation, alert tuning, and false-positive validation; collaborated with cross-functional resolver teams on anomaly detection and root cause analysis
Executed P0/P1/P2/P3 incident triage and escalation with SLA compliance
Led post-incident reviews and postmortems; drove resilience and availability initiatives with MTTD/MTTR optimization reporting to senior management on weekly basis
Focusing business service-level monitoring (BSM) for mission-critical crypto transaction workflows including on/off ramps, staking, swaps, transfers, deposits, and withdrawals with full telemetry visibility
Automated critical event detection via AI-powered Crypto Events Bot by fetching and delivering real-time intelligence on hardforks, network upgrades, and security threats to organization-wide messaging platform
As one of the pioneer NOC engineers, acted as first-line engineering support by replicating, triaging, and analyzing logs for CS-escalated issues, escalating confirmed bugs with detailed findings to the appropriate engineering teams, and authoring runbooks for newly identified issues to standardize resolution processes.
Served as part of the on-call rotation, responding to after-hours critical incidents and ensuring continuous 24/7 client infrastructure coverage with minimal disruption to operations

System/NOC Engineer

IT By Design

Feb 2024 - May 2025

Monitored network and system performance in real-time across multiple client environments using Auvik, Meraki, NinjaOne, ConnectWise Automate, N-able, LogicMonitor, and Datto RMM, proactively identifying and resolving issues before client impact
Managed and maintained Windows Server environments spanning versions 2008 through 2022, performing routine administration, patch management, and performance tuning across multiple client infrastructures
Managed, and maintained virtual machines on VMware, vSphere, and Hyper-V platforms, handling provisioning, snapshots, resource allocation, and VM-level troubleshooting
Administered ITSM platforms including ServiceNow, ConnectWise Manage, Autotask, Kaseya, and HALO for end-to-end incident lifecycle management, service request handling, change tracking, and SLA compliance
Managed and monitored client backup solutions using Veeam, Datto Backup, and Acronis, ensuring backup integrity, scheduling, and successful recovery testing
Administrated Active Directory, Microsoft Exchange, and Microsoft 365 environments including user provisioning, group policy management, mailbox administration, and license assignments
Provided IT helpdesk support across multiple client accounts, handling hardware diagnostics and replacements, network connectivity issues, and peripheral setup including printers and workstations
Managed user onboarding and offboarding workflows including account creation and deactivation, access management, email setup, and equipment provisioning
Coordinated with client-facing teams and third-party vendors to communicate incident status, resolution timelines, and post-incident summaries to ensure client satisfaction and transparency

IT Helpdesk Technician

ProbeCx

Jun 2022 - Feb 2024

First-line technical support & incident triage via ServiceNow integration
Diagnosed and remediated infrastructure issues across servers, endpoints, networks
Managed Active Directory, Azure AD, Okta for identity & access management
Executed SOPs for time-sensitive production incidents with comprehensive runbooks

About Me

Certifications & Credentials

Key Achievements

Professional Experience

Technical Arsenal