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PORTFOLIO / CV — REV 2026.08 · IT × GAMING OPS × AUTOMATION

JOHN NERZON
POLINTAN

>_ GAMES & CONFIG SPECIALIST

I run the end-to-end game release pipeline for a European iGaming platform — from provider intake to live deployment for global clients — backed by 12+ years across enterprise IT support, operations management, and AI-assisted workflow automation.

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SCROLL TO EXPLORE ↓ PHILIPPINES — REMOTE WORLDWIDE

01 — PROFILE

PRECISION RUNS
THE OPERATION

0
YEARS IN IT & OPS
0
ROLES ACROSS OPERATIONS
0
INDUSTRIES SERVED
0
YEARS IN GAME OPERATIONS

Results-driven IT, Gaming Operations & Operations Management professional with 12+ years of experience spanning enterprise IT support and iGaming game release operations. Currently managing the full game lifecycle — from provider intake to live deployment — for global clients at a European iGaming platform.

I combine deep technical expertise in Windows, Active Directory, and Office 365 with a modern skillset in AI-assisted workflow automation, Jira, and Airtable — and I'm known for precision, cross-functional collaboration, and dependable client-facing game launches.

I’m most effective where technical accuracy, release coordination, and clear documentation meet.

CURRENTGames & Config Specialist (European iGaming · Remote)
FOCUSGame release ops · IT systems · AI automation · Visual content
EXPLORINGVibe Coding · Web Development · AI-assisted development
MODERemote-first · Cross-timezone collaboration (MNL ↔ MLT)
EDGEReliable release execution · Real-time incident response · Documentation culture

02 — THE CRAFT

GAME RELEASE PIPELINE

The end-to-end lifecycle I manage for a European iGaming platform — every title travels this route before it goes live in front of players. Hover to inspect a stage.

STG/01

Provider Intake

Onboarding new titles from game providers — assets, metadata, and specs collected and validated.

STG/02

Configuration

Game configuration and content setup across internal systems, tuned per client requirements.

STG/03

Integration

Coordinating with the Integrations Team so every title connects cleanly to client platforms.

STG/04

Content QA

Auditing game metadata and content across the website and internal systems — accuracy guaranteed.

STG/05

Live Deployment

Deploying games live with careful checks, clear coordination, and dependable release execution.

STG/06

Live Support

Real-time incident lead post-launch — swift resolution keeping client operations uninterrupted.

CHANNELS: TICKETS · EMAIL · CHAT TRACKING: JIRA SERVICE DESK · AIRTABLE STANDARD: CAREFUL, RELIABLE RELEASES SCOPE: GLOBAL CLIENTS
01

Games & Config Specialist

European iGaming Platform · Malta · Remote
OCT 2022 — PRESENT
● CURRENTREMOTEIGAMING
  • Situation: Global game releases require accurate provider data, coordinated integrations, and careful live deployment.
  • Contribution: Own the release workflow from provider intake through configuration, content QA, launch, and real-time incident support.
  • Outcome: Deliver dependable releases, clearer client communication, and consistently maintained game content across systems.
TOOLS — JIRA SERVICE DESK · AIRTABLE · ADOBE PHOTOSHOP · AI AUTOMATION
02

Quality Control Manager

Remote Operations Company · Remote
OCT 2024 — MAY 2025
REMOTEOPS MANAGEMENT
  • Situation: A distributed team needed dependable reporting, payroll checks, timekeeping audits, and clearer operational controls.
  • Contribution: Cross-referenced data, built Google Sheets automation, supported policy changes, and bridged management and employee concerns.
  • Outcome: Reduced repetitive checking, strengthened record accuracy, and made recurring operational reviews easier to manage.
TOOLS — GOOGLE SHEETS · INFLOWW · ONTHECLOCK · DISCORD · AI AUTOMATION
03

Senior IT Helpdesk Analyst

US Enterprise Technology Provider · Philippines
APR 2020 — SEP 2022
DE FACTO TEAM LEAD
  • Situation: A growing IT department needed repeatable support processes, stronger documentation, and a more capable ticketing platform.
  • Contribution: Led day-to-day technical decisions, built the Knowledge Base, formalized onboarding workflows, and proposed the move to ServiceNow.
  • Outcome: Established a clearer operational foundation for support, access management, and incident handling.
TOOLS — SERVICENOW · TRACKIT · ACTIVE DIRECTORY · OFFICE 365
04

IT Helpdesk Analyst — Tier 2

Global Healthcare Organization · Philippines
SEP 2020 — MAY 2021
HEALTHCARETIER 2
  • Situation: Tier 2 support covered security-sensitive healthcare systems with varied platforms and limited documentation.
  • Contribution: Performed root-cause troubleshooting, endpoint remediation, ServiceNow incident management, and Knowledge Base authoring.
  • Outcome: Turned newly discovered fixes into reusable documentation and supported stable, security-conscious operations.
TOOLS — SERVICENOW · WINDOWS · ENDPOINT SECURITY · KNOWLEDGE MGMT
05

IT Helpdesk Technician — Media & Entertainment Account

Global Enterprise IT Provider · Philippines
AUG 2019 — AUG 2020
MEDIA ACCOUNTTIER 1
  • Situation: Enterprise users required remote Tier 1 support across a mixed Windows and macOS environment.
  • Contribution: Diagnosed hardware, software, connectivity, and access issues using ServiceNow and remote-support tools.
  • Outcome: Delivered structured, well-documented support while applying certified macOS expertise.
CERTS — MACOS EXPERT · HELPDESK TECHNICIAN  |  TOOLS — SERVICENOW · REMOTE DESKTOP
06

TSR / CSR / Trainer

iQor Philippines · Philippines
MAR 2014 — NOV 2018
BPOCERTIFIED TRAINER
  • Situation: High-volume US telecom and retail programs required sales, troubleshooting, customer care, and agent onboarding.
  • Contribution: Handled multichannel customer needs, supported commercial goals, and served as a certified trainer.
  • Outcome: Built resilience in metrics-driven operations and helped new agents develop consistent service habits.
ACCOUNTS — AT&T · T-MOBILE · WALMART ONLINE
07

IT Staff / Bookkeeper

City Government of Dasmariñas · Philippines
MAR 2009 — FEB 2014
GOVERNMENTHYBRID IT + FINANCE
  • Situation: Local-government teams needed dependable desktop support alongside accurate financial record handling.
  • Contribution: Combined IT support, network maintenance, Excel-based bookkeeping, and eSRE/NGAS responsibilities.
  • Outcome: Supported continuity across administrative and finance teams while maintaining careful records.
CERT — eSRE / NGAS  |  TOOLS — MICROSOFT EXCEL · GOV SYSTEMS

04 — CAPABILITIES

SKILL MATRIX

Five disciplines, one operating mindset: keep the system accurate, the launch clean, and the team faster than yesterday.

A/

Gaming & Ops

DAILY DRIVER — EUROPEAN IGAMING

GAME RELEASE MGMTGAME CONFIGURATIONPROVIDER INTEGRATIONAIRTABLEJIRA SERVICE DESKCONTENT QA
FOCUSPRIMARY
B/

IT Systems

ENTERPRISE-GRADE FOUNDATION

WINDOWS OSMACOS — CERTIFIED EXPERTACTIVE DIRECTORYGROUP POLICYOFFICE 365 & EXCHANGESERVICENOWREMOTE DESKTOP SUPPORT
FOCUSCORE
C/

Support & Tools

TIER 1–2 · SLA-DRIVEN · DOCUMENTATION-FIRST

TIER 1 & 2 HELPDESKHW / SW TROUBLESHOOTINGNETWORK DIAGNOSTICSUSER ACCESS MGMTTECHNICAL DOCUMENTATIONTICKETING SYSTEMSSLA MANAGEMENT
FOCUSSTRONG
D/

Creative & Design

INTERNAL BRAND & NEWSLETTER PRODUCTION

ADOBE PHOTOSHOPADOBE LIGHTROOMGRAPHIC DESIGNNEWSLETTER DESIGNVISUAL CONTENT PRODUCTION
FOCUSACTIVE
E/

Productivity & AI

TEAM-WIDE CHAMPION — AUTOMATE THE REPETITIVE

AI-ASSISTED WORKFLOW AUTOMATIONPROCESS STREAMLININGGOOGLE SHEETS AUTOMATIONTICKETING SYSTEMSSLA MANAGEMENT
FOCUSGROWING FAST

05 — TRACK RECORD

SELECTED HIGHLIGHTS

The moments that defined the career — pulled straight from the field notes.

Competition operations workflow from request and setup through monitoring and completion AUTHENTIC WORK SAMPLE

Competition Operations Workflow

Situation: Multi-team competition launches needed a shared view of setup, testing, monitoring, escalation, and completion.

Contribution: Structured the operational flow so ownership and handoffs are easier to follow.

PROCESS DESIGNJIRA · QA · NOC
Catalog view showing a broad network of integrated iGaming providers PROVIDER ECOSYSTEM

Provider Catalog & Content QA

Situation: A broad provider catalog creates constant metadata, configuration, and content-quality demands.

Contribution: Coordinate provider intake, validate assets and records, and keep client-facing content aligned across systems.

EUROPEAN IGAMINGINTAKE → CONFIG → LIVE
Abstract representation of AI-assisted workflow automation AI AUTOMATION

Automation Where It Helps

Contribution: Use AI and spreadsheet automation to reduce repetitive cross-checking while keeping human review in the loop.

WORKFLOW SUPPORTAI · SHEETS
Abstract service-management console representing a ticketing migration CHANGE MANAGEMENT

The ServiceNow Migration

Contribution: Identified the limits of a legacy ticketing tool, proposed ServiceNow, and helped move incident management toward a stronger platform.

PROPOSED → ADOPTEDIT OPERATIONS
Technical documentation and knowledge-base workspace DOCUMENTATION CULTURE

Knowledge Base as Infrastructure

Contribution: Turned recurring fixes and operating knowledge into SOPs, support articles, and reusable troubleshooting guidance.

Outcome: Gave teams a clearer reference point for consistent support and future problem-solving.

DISCOVERY → DOCUMENTATIONSOPS · GUIDES

06 — CREATIVE OUTPUT

VISUAL & CREATIVE PRACTICE

Newsletter production, graphic design, photography, and a continuing interest in online gaming.

DRAG / SCROLL →
Internal newsletter design
INTERNAL NEWSLETTERPHOTOSHOP
Visual content production
VISUAL CONTENTBRAND
Graphic design work
GRAPHIC DESIGNTEAM COMMS
Lightroom photo editing
PHOTO EDITINGLIGHTROOM
Brand asset production
BRAND ASSETSCONSISTENCY

07 — CREDENTIALS & EDUCATION

CERTIFICATIONS

C/01

macOS Expert Certification

Global Enterprise IT Provider
CERTIFIED
C/02

Helpdesk Technician Certification

Global Enterprise IT Provider
CERTIFIED
C/03

eSRE Certification

Electronic Statement of Receipts & Expenditures · NGAS — City Government of Dasmariñas
CERTIFIED

EDUCATION

2005 — 2008

BS Computer Science
(units completed)

De La Salle University – Dasmariñas

Cavite · Philippines

PHOTOGRAPHYADOBE LIGHTROOMVIBE CODINGWEB DEVELOPMENT

> FULL EMPLOYMENT DETAILS ARE AVAILABLE IN THE DOWNLOADABLE CV ↓

OPEN TO REMOTE — WORLDWIDE

LET'S RUN THE NEXT RELEASE FLAWLESSLY.

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PHONE / WHATSAPP

+63 916 527 1923 ↗

LINKEDIN

linkedin.com/in/erzon22 ↗

BASE

Philippines · GMT+8 — remote across timezones