JONAS VALENZUELA

Helpdesk Analyst

Helpdesk Analyst with extensive experience in IT support and customer service. Known for resolving technical issues efficiently and enhancing user satisfaction. Skilled in communication, problem-solving, and technical troubleshooting, with a commitment to delivering high-quality support.

Sailor's Village, Sabaro, Brgy Poblacion, 2404 Alaminos City, Pangasinan
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Skills
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Certifications
Work Experience
IT Specialist
Kambal King - City of Alaminos, Pangasinan
Nov 2025 — Present
  • Diagnosed and resolved hardware, software, and network issues.
  • Set up, configured, and maintained computers, devices, and peripherals.
  • Managed user accounts, permissions, and access rights.
  • Installed and updated software, operating systems, and security patches.
  • Implemented and monitored security measures, firewalls, antivirus, and compliance. 
Annotation Agent
Emapta Philippines / Course Hero - Remote
Feb 2021 — Oct 2025
  • Participated in Doc Processing, Doc Quality Annotation, Manual Listing Project, Question Processing and other projects
Customer Service Representative
RMS Collect Phils., IncClark, Pampanga
Jun 2019 — Mar 2020
  • Resolved customer complaints with empathy, enhancing customer loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly , addressing concerns and providing accurate information.
Technical Support Representative
Teleperformance PhilippinesGreenfield District, Mandaluyong City
Nov 2018 — Apr 2019
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Police Officer / IT Police
Philippine National Police, Camp Crame, Quezon City
Jul 2010 — Jul 2018
  • Monitored, updated, and maintained the PNP website pnp.gov.ph
  • Assisted in the formulation and evaluation of plans and programs for standardization of Information Systems codes
  • Assisted in planning for system audit, reviewing and updating of existing information systems
  • Served as liaison officer to assigned offices for quick coordination and follow up on all documents needed
Skills
Problem-solvingJavascriptCustomer servicePythonPositive attitudeSoftware developmentTechnical supportDatabase managementSQLWeb developmentMySQLCybersecurityObject-oriented programmingLaptop Board Level RepairHTMLXMLCustomer service and careTroubleshooting and DiagnosticVPN
Education
Bachelor of Science, Computer Science
Philippine Accountancy And Science School, Alaminos, Province Of Pangasinan, Philippines
Certifications
Laptop Board Level Repair
I Choose Excellence
Dec 2025
Cyber Security Course-Intermediate
PNP
Jun 2016
Cyber Security Course
PNP
Jan 2016
Information and Communications Technology Management Course
PNP
Jan 2015
Web Development
Informatics
Jun 2014
MarkLogic, NoSQL Database
University of the Philippies
Jan 2014
Programming Course Using ASP.net
PNP
Jan 2014
Computer Programmer's Eligibility
Civil Service Commission
Jun 2013
Java Programming
National Computer Institute
Jan 2013
Sophos Endpoint Protection Advance
Next Innovation Inc.
Jun 2012
Career Service Professional
Civil Service Commission
Jun 2010
Competency Assessment Methodology Course
TESDA
Dec 2009
Trainers Methodology Training Program
TESDA
Jun 2009
QUALITIES
Strong focus on team collaboration
Skilled in problemsolving
Achieving results
Skilled in client relations
Adaptable
Recognized for integrity
Reliable
Determination
Skilled in communication
Results-driven approach
References available upon request.
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