IT Operations & Help Desk
Ticket Triage, Incident Prioritization, Troubleshooting, Resolution, Escalation, User Support.
IT SUPPORT · NETWORKING · OPERATIONS
Jerson
Jemenez.
IT Operations & Development Specialist
IT professional with 4+ years supporting 300+ users across 30+ government offices.
TECHNICAL FOCUS
Keeping people and systems connected.Practical support. Reliable infrastructure.01 / ABOUT
Practical IT support. Reliable systems.
IT professional with 4+ years of experience in IT support, help desk operations, and system administration, supporting 300+ users across 30+ offices. Skilled in incident troubleshooting, Active Directory, Microsoft 365, user access management, and network support. Experienced in developing an internal ticketing system, with additional knowledge of Git, Ubuntu, and cloud infrastructure. Holds a Bachelor's degree in Computer Science and is eager to contribute to IT operations and internal tool development.
4+Years Experience
300+Users Supported
30+Offices Covered
02 / TECHNICAL SKILLS
Tools and technologies
Core areas of hands-on support and infrastructure work.
User & Access Administration
Active Directory, Group Policy, Password Resets, Account Administration, VPN Access.
Network & Infrastructure
TCP/IP, LAN/WAN, Wi-Fi, VLAN, DHCP, DNS, MikroTik RouterOS, NAT, Routing & Switching.
Development & Technical Tools
Git/GitHub, Ubuntu, Bash, Cloudflare Pages, Cloudflare Workers, Cloudflare D1, Cloud VPS, Full-Stack Dev.
Remote Support
AnyDesk, TeamViewer, Windows Remote Desktop, Microsoft 365, Windows Server.
Documentation & Operations
Operational Records, Audit Support, Process Documentation, Reporting, Administrative Coordination.
03 / EXPERIENCE
Professional experience
IT Technical Support
- Provide end-to-end technical support to 300+ users across 30+ government offices
- Handle approximately 30 support requests per day, typically resolving within 30 mins to 3 hours
- Triage, track, and resolve incidents through an in-house ticketing system
- Troubleshoot Windows, Microsoft 365 / Outlook, VPN, password reset, and account-access issues
- Support Windows Server, Active Directory, Group Policy, and user account administration
- Configure and troubleshoot LAN/WAN connections, MikroTik routers, switches, VLANs, DHCP, DNS, and NAT
Office Staff / Audit Officer
- Maintained operational documentation, business records, and audit activities
- Prepared reports and assisted with administrative coordination and daily business operations
04 / SELECTED PROJECTS
Selected technical projects
Practical implementations in help desk operations and streaming infrastructure.
jrsn.ticketing
Developed an internal-use ticketing platform with ticket assignment, prioritization, status tracking, and reporting. Built for the Provincial Government of Camarines Sur to streamline IT support operations.
jrsn.stream
Set up an Ubuntu cloud VPS and deployed MediaMTX, integrating RTMP, SRT, HLS, and OBS for live streaming. Full self-hosted solution with custom stream management.
05 / EDUCATION
Education & certifications
06 / CONTACT
Need reliable IT support?
Open to IT Support, Network Engineering, and IT Operations opportunities, including full-time remote roles.
Email Mejemenezjerson@gmail.com+63 949 643 7357linkedin.com/in/jemenezjerson
Naga City, Camarines Sur, Philippines