JESMER P. NUNGAY
Pasig City,Metro Manila
Summary
Experienced with technical diagnostics, system repairs, and maintenance. Utilizes problem-solving skills to ensure equipment reliability and reduce operational disruptions. Knowledge of industry standards and best practices ensures high-quality service delivery.
Engineering professional well-versed in providing technical support and maintenance services. Known for effectively resolving issues to improve system reliability and performance. Emphasizes teamwork and adaptability to meet evolving project requirements. Skilled in diagnostics, preventive maintenance, and customer service, with commitment to delivering high-quality results.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Managed Service Engineer (Infrastructure)
Ethan Global
05.2025 - Current
- Operational Support
- Monitor, manage, and support client IT infrastructure, including servers, cloud resources, networking, storage, and backups.
- Perform incident and problem management, ensuring timely resolution and root cause analysis.
- Respond to alerts, escalations, and ServiceNow tickets according to SLA priorities.
- Change & Maintenance
- Plan and execute patching, upgrades, and configuration changes following change management processes (CAB approvals, pre/post checks, risk assessment).
- Carry out recurring operational tasks (e.g., restore tests, certificate renewals, capacity management, backup verification).
- Coordinate with client stakeholders and internal teams for scheduled maintenance windows.
- Automation & Scripting
- Maintain accurate logs, reports, and dashboards for system health, patch compliance, and backup status.
- Backup & Recovery
- Administer and troubleshoot enterprise backup solutions (e.g., Avamar/PPDM, Veeam, Dell Data Domain).
- Perform restores and evidence gathering for audits and compliance.
- Security & Compliance
- Manage SSL/TLS certificate renewals, DNS updates, and related security configurations.
- Ensure infrastructure aligns with client compliance requirements and Ethan’s security standards.
- Collaboration & Documentation
- Work with Project and Infra teams to deliver client initiatives (e.g., cloud migrations, automation deployments).
- Document procedures, operational guides, and lessons learned for knowledge sharing.
Systems/NOC Engineer
Connect OS
08.2023 - 03.2025
- Provides expert, friendly, and professional services to clients
- Attend to tickets logged in the remote queue
- Complete quick turnover tickets (20 to 30 min Timeframe)
- To evaluate urgency of the tickets and allocate according to priority to task owners
- Provide technical advice to Clients, Account Managers, Coaching and Management teams, as required
- Keep the Engineering Team Leader and/or Solutions Architect informed of progress and issues
- Complete documentation in accordance with Kinetics standard practice
- Complete allocated tickets from Q –owners
- Review calendar for scheduled tickets as allocated by Q owner.
- Task owners will be scheduled to complete Project tickets
- Escalate problems with Team Leader if a ticket is taking longer than expected
- Performing backup check on servers (Azure backup, Veeam, Shadow Protect, Datto ,etc.)
- Administer Email Signatures (Email signatures Exclaimer Photos and CodeTwo platforms)
- Setting up conditional policies in Entra
- Network Printers support
- Troubleshooting remote VPN (Azure VPN, OpenVPN, Forticlient) connections
- Renewal SSL certificate and the likes
- Provide feedback to Sales, Coaching and Management Teams, as required
- Supporting and assisting Project tickets of the team
Systems Engineer
KMC MAG Solutions
04.2021 - 07.2023
- Providing remote and phone support to clients in the US (West Cost)
- Proactively keep customers informed in relation to the issues and/or requests made and ensure accuracy and quality of all queries contributes to meeting customer expectations, and timeframes.
- Supporting servers, applications, computers
- Supporting VM, Citrix-based cloud and Azure infrastructure
- Performing variety 1-3 support across many technologies
- Working with highly experienced solutions experts to maintain best practice environments
- Document and log all actions using ticket system (ConnectWise Manage)
- Performing backup check on servers (Azure backup, Replibit, Veeam, Shadow Protect, etc.)
- Document system architectures, systems configurations, technical operational processes and playbooks.
- Networking Monitoring and Troubleshooting
- Administer Office 365 Admin portal and Azure portal for all clients
- Administer G-Suite Portal
- Administer Email Signatures (Email signatures Exclaimer Photos and CodeTwo platforms)
- Troubleshooting remote VPN (SSTP, OpenVPN, Forticlient) connections
- Email Security: Barracuda & O365
- Supports and Troubleshoot Business related software
- Supports Laptop, Desktop, Mobile Devices, Tablets (Windows & MAC IOS)
- Managing Server issues (Hyper-V,VMWare)
- Troubleshoot network and local printer/scanner issues
- Has experience on IT outsourcer or managed service provider (MSP)
- Tools used ITGlue, ConnectWise Control, Brightgauge, Slack, Intranet, Continuum, GoToAsssit, OneLogin and SmileBack
- Scripting knowledge on Powershell
- Administer Active Directory and Azure AD
- Administer Cisco Meraki Daskboard
Level 2 : Service Desk Engineer
First Focus Information Technology, Inc
03.2019 - 03.2021
- Providing remote and phone base support to customers in Australia
- Supporting servers, desktops and applications within Microsoft AD and Exchange environments
- Delivering the support of Terminal Services, VMware and Citrix-based cloud infrastructure
- Performing a wide variety of Level 1-3 support across many technologies
- Working with highly experienced solutions experts to maintain best practice environments
- Document and log all actions into ticketing system
- Handling Support Tickets using Manage Engine ServiceDesk Plus (ConnectWise)
- Handling R Alerts (Backup check, troubleshooting, automated Server Patching)
- Administer Office 365 Admin portal and Azure portal for all clients
- Has good general knowledge of Windows Server and Exchange
- Handling Node alerts in Solarwinds Orion
- A general knowledge of technical infrastructure from desktop to firewall, including LAN & WAN networking principles
- Renewing SSL certificates on servers
- Has experience on IT outsourcer or managed service provider (MSP)
- Administer Email signatures Exclaimer Photos and CodeTwo platforms
- Administer MS teams and Sharepoint for all clients
- Experience on tools ITGlue, Thycotic, Labtech, Brightgauge, Slack, Intranet, People Goal and SmileBack
- Backup technologies: ShadowProtect, Windows Server Backup & VEEAM
- VOIP technologies: Cisco , Mitel , UC Communicator (Broadsoft)
- Email Filtering: Barracuda & SpamTitan
- Ticketing: Connectwise & Jira
- Handling printer issues
- Troubleshooting remote VPN (SSTP, OpenVPN, Forticlient) connections
Cloud Support Engineer
TPG Orchid Cybertech Services, Inc.
11.2016 - 03.2019
- Monitoring/handling all support tickets using Manage Engine ServiceDesk Plus/Jira Service Desk
- Providing support for Cloud & Citrix based environment.
- Providing assistance and IT support relating to issues with servers, systems and network infrastructure
- User Account Management via Citrix - Cloud Portal Services Manager (creation, deletion, update, disable, provision)
- Managing Active Directory (users, contacts, computers, organizational unit, distribution groups/list, shared folders, network printers, group policies)
- Network monitoring of node/server using Solarwinds Orion (private network links, CPU load, memory, disk space utilization)
- Troubleshooting virtual machines issues (application, desktop, print servers) via vSphere Client/VM Ware/ Hyper V
- Whitelisting/blacklisting domains and e-mail addresses sorting email issue using SpamTitan.
- Administer Microsoft Exchange
- Windows Powershell scripting
- Remote Desktop Management
- Provisioning Skype For Business(Lync) for users
- Updating user profile with 'Exclaimer Outlook Photos'
- Troubleshooting application errors within the virtual desktop environment (Microsoft applications, hosted or published applications, etc.)
IT ServiceDesk Support
American School of Doha
05.2014 - 07.2016
- Answer, log inputs and allocate service requests, directing the appropriate personnel to undertake specified tasks.
- Provide IT assistance to all staffs with software, hardware or networking concerns
- Asses conflicting tasks, and priorities effectively within set guidelines and protocols.
- User account management via Active Directory
- Remoting user machine via Teamviewer / logmein
- Install and maintain desktops, A/V equipment, printers, network devices and configuring/troubleshoot IP Phones
- Monitor and update all service desk tickets
- Responsible for tracking and cataloguing inventory for all computer equipment.
- Report system and equipment failure to the members of staff
- Configuring workstations in terms of software/hardware requirements.
- All general administrative duties.
- Follow up with clients/users to ensure issue has been resolved.
IT Support
iOPEX Technologies Inc. Phils.
01.2013 - 03.2014
- Handle IT Servicedesk Ticketing System.
- Troubleshoot IT related issues decisively to ensure iOPEX customer deliverables are adhered as per Service Level Agreement.
- Install, support and maintain IT infrastructure, as well as management of IT support service
- Adding/Editing/De-activation of Domain log-ins in Active Directory environment
- Creation of Employee’s company E-mail using Zimbra email server.
- Analyze technical needs, requirements and state of the network’s infrastructure, integration, and operations
- Troubleshooting system and network problems and diagnosing and solving hardware/software faults
- Manage Network Devices such as Cisco, Sonicwall.
- Install and troubleshoot IP phones.
- Follows all Process Compliance associated with IT operations for Manila Center.
- Assist IT Manager in IT Infrastructure Capacity Planning for Local iOPEX Sites
- Install and troubleshoot Lotus Notes
- Administers both biometrics and proximity software for office security infrastructure.
- Responsible of making new ID cards for new hired employee.
- Monitors network infrastructure/server on a daily basis.
- IT documentation such as hardware/software inventory/DID’s/Biometrics/Proximity cards
- Supporting the roll-out of new applications.
- Training of applications to End User if required.
Network Support Associate
iPlus Intelligent Network Inc.
08.2012 - 01.2013
- Provide client support and technical issue resolution via e-mail, phone and other electronic medium
- Configuration of client's equipment to connect to the internet via modem/ router
- Identify and correct or advice on operational issues in client's computer system
- Attend to all customer concerns regarding product and services
- Resolve possible customer problems on product and services that require basic hardware and especially network troubleshooting.
IT Trainee/Admin Assistant
Magsaysay MOL Marine Inc.
12.2011 - 03.2012
- Attend all workstation technical issues (troubleshooting, back-up, reformatting and cloning).
- Assist all employees with Software, hardware or networking concerns.
- Configure IP cameras, Printers and IP phones.
- Install/Maintain operating systems, anti-virus programs and email and Microsoft AD.
- Answer calls from clients and inquiries.
- Responsible for making company IDs of new hires employees.
Education
Bachelor of Science - Information Technology
University of the East
05.2012
Skills
- Windows system administration
- VMware
- Azure
- Hybrid infrastructure
- Backup platforms
- Avamar
- PPDM
- Veeam
- Monitoring tools
- Citrix
- Tickets Systems
- Microsoft Platforms
- Office 365
- Automation tools
- Networking fundamentals
- Firewalls
- Security best practices
- Troubleshooting
- Problem-solving
- Written communication
- Verbal communication
- Client-facing communication
- ITIL processes
- Incident management
- Change management
- Service request management
- Managed service environments
- On-call rotation
Certification
Microsoft Certified: Security, Compliance, and Identity Fundamentals, 2025-02-21
Timeline
Managed Service Engineer (Infrastructure)
Ethan Global
05.2025 - Current
Systems/NOC Engineer
Connect OS
08.2023 - 03.2025
Systems Engineer
KMC MAG Solutions
04.2021 - 07.2023
Level 2 : Service Desk Engineer
First Focus Information Technology, Inc
03.2019 - 03.2021
Cloud Support Engineer
TPG Orchid Cybertech Services, Inc.
11.2016 - 03.2019
IT ServiceDesk Support
American School of Doha
05.2014 - 07.2016
IT Support
iOPEX Technologies Inc. Phils.
01.2013 - 03.2014
Network Support Associate
iPlus Intelligent Network Inc.
08.2012 - 01.2013
IT Trainee/Admin Assistant
Magsaysay MOL Marine Inc.
12.2011 - 03.2012
Bachelor of Science - Information Technology
University of the East
References
- Anthony Pretorius, IT Engineering Team Lead, anthony.pretorius@kinetics.co.nz, 09989562723
- Tina Moulynox, Engineering Services Manager, tina.moulynox@kinetics.co.nz
- Jazer John Quimora, Cloud Supervisor