Jan Roel Mendoza

A detail-oriented and dedicated IT professional with experience providing tiered technical support at Activate Games, including hardware/software troubleshooting, escalation handling, and knowledge base development.

Background also includes embedded systems design and optimization, with strong troubleshooting and debugging skills that guarantee system reliability.

Tier 2 Support Technician - Activate Games - Winnipeg, MB

(2026-04)

• Serve as an escalation point for complex issues, performing advanced troubleshooting and root cause analysis on store systems.
• Provide remote assistance to store staff and proactively monitor systems to identify and address recurring problems.
• Guide and support Tier 1 Support Technicians in troubleshooting methods, best practices, and knowledge base documentation.
• Assist the Technical Support Team Lead with ITSM system enhancements, including automations, workflows, and canned responses.
• Participate in post-incident reviews, translating technical insights into updated tools, documentation, and processes.
• Support store facility updates, equipment rollouts, and new store openings, providing technical expertise as required.

Tier 1 Support Technician - Activate Games - Winnipeg, MB

(2024-07 - 2026-03)

• Troubleshot hardware and software issues to minimize disruptions and maintain a smooth customer experience.
• Received support calls and service desk requests from facilities, ensuring timely resolutions to maintain optimal facility operations.
• Reached out to staff to provide support if issues were noticed prior to being contacted.
• Watched facility cameras to catch malfunctions proactively and ensure workplace standards were adhered to.

Embedded Software Engineer - Sercomm Philippines Inc. - Philippines

(2022-06 - 2023-06)

• Underwent training in source code tracing utilizing the C programming language and networking within the Linux OS.
• Collaborated with team members to identify and address challenges, offering innovative solutions through group problem-solving sessions.
• Acted as a resource for team members, fostering an environment of continuous learning and improvement.

Bilingual Freelancer (Part-Time) - Powerhouse Freelancers - Philippines

(2021-10 - 2022-06)

• Oversaw the social media accounts of a clothing brand.
• Responded to customer inquiries and addressed their concerns about the company's products.

Intern - VB Aragon Electrical Engineering Services - Philippines

(2021-07 - 2021-09)

• Familiarized, operated, and maintained electronic equipment such as Fire Alarm System, Radio Control and Computer server room, etc.
• Developed fire detection and alarm systems for a two-story hotel.

Certificate - Network Services Technician - Red River College Polytechnic (2023-08 - 2024-06)

Bachelor - Electronics Engineering - Lyceum of the Philippines University (2016-11 - 2022-06)