IT HEAD ASSISTANT - ABC HOTEL GROUP - Angeles City, Philippines
(2012-07 - 2016-03)
- Proactively monitored server and system performance.
- Managed and directed IT team members.
- Resolved escalated IT issues and incidents.
- Negotiated and managed vendor contracts.
- Oversaw system upgrades and installations.
IT MANAGER & ADMINISTRATOR - NEW NORDIC GROUP - Pattaya, Thailand
(2016-03 - 2021-07)
- Defined IT infrastructure strategy, architecture, and processes.
- Led large-scale IT projects from design to deployment.
- Monitored server and system health to ensure high availability.
- Managed and mentored a team of IT technicians.
- Developed departmental policies and Service Level Agreements (SLAs).
- Resolved high-priority IT incidents and service requests.
- Negotiated vendor contracts to optimize cost and service.
- Oversaw system upgrades and new installations.
L2 SYSTEMS ADMINISTRATOR | HOME-BASED - BENCHMARK365 | IKNOWIT (Australia) - MSP - Home-based
(2021-12 - 2023-07)
- Delivered comprehensive technical support spanning from client-side application configuration (e.g., Outlook) to critical server infrastructure.
- Served as the dedicated escalation point within a dynamic support model, resolving complex, cross-tier technical issues for the team.
- Administered and maintained virtualized cloud environments to ensure optimal performance, security, and availability.
- Contributed to key infrastructure projects, including system migrations, network upgrades, and new service deployments.
- Developed and upheld detailed technical documentation for all critical IT systems, processes, and procedures.
- Drove continuous improvement by analyzing ticket trends, advising on platform maintenance, and optimizing IT policies and processes.
L3 SUPPORT TECH - CLIENT SME | HOME-BASED - FIRST FOCUS IT (Manila/Australia) - MSP - Home-based
(2023-07)
- Mentored and supported Level 1/2 technicians in ticket escalation and resolution, promoting knowledge transfer and efficiency.
- Delivered expert remote technical support to a diverse and extensive client portfolio.
- Administered and troubleshot servers, desktops, and applications within Microsoft Active Directory and Exchange environments.
- Managed and maintained Terminal Services (RDS) and Hyper-V virtualization infrastructure.
- Resolved a broad spectrum of Tier 1-3 support issues across multiple technology stacks.
- Collaborated on project teams to deploy and implement new hardware and software solutions for customers.
- Partnered with senior solutions architects to uphold industry best practices and optimize client environments.
- Conducted root cause analysis to diagnose underlying issues, reducing ticket recurrence and improving service stability.
