10+ years in global technology-enabled BPO and IT services environments supporting high-availability, security-sensitive, enterprise IT operations.
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Senior IT Leader with over 12 years of progressive experience managing global IT operations, infrastructure support, Microsoft 365 administration, ITSM service delivery, endpoint security, and multi-site technology initiatives across BPO and IT services environments. Hands-on leadership experience across Microsoft 365, Entra ID / Azure AD, Intune, Teams Admin, Microsoft Security, Power Automate, SCCM, BitLocker, Zscaler, endpoint management, patching, and IT service governance.
Proven ability to lead new site and office buildouts, coordinate ISPs, vendors, electrical/network readiness, structured cabling, endpoint provisioning, and infrastructure handover. Strong background in SLA/KPI governance, major incident management, change and problem management, PCI audit support, security policy enforcement, endpoint hardening, and cross-regional collaboration with APAC, Europe, and U.S.-based teams.
Head, Information Technology (April 1, 2024 – present)
● Strategizes the direction of the entire IT organization in aligning its operations with the business goals while future-proofing it to meet the short-term and long-term future demands through initiatives that leverages existing talent pool and available industry-wide technological advancements in the market.
● Leads budget management and financial reporting for IT projects, tracking expenses, and ensuring compliance to financial guidelines.
● Engages with key stakeholders at various levels to establishing strong business relationships and facilitating effective communication throughout the project lifecycle.
● Oversees enterprise IT infrastructure operations, including networks, servers, endpoints, hardware, software systems, Microsoft 365 services, security platforms, and business-critical technology environments to ensure reliability, availability, performance, and security.
● Manages Microsoft 365 administration and operations, including Microsoft Entra ID & Azure AD, Teams Admin Center, Intune, Microsoft Security, Power Automate, endpoint management, user access, device compliance, and collaboration services.
● Leads new site and office buildout initiatives, including ISP coordination, vendor management, electrical readiness, structured cabling, network setup, endpoint provisioning, desktop standards, and infrastructure handover to operations.
● Coordinates with ISPs, network vendors, electrical contractors, facilities teams, service providers, and internal stakeholders to deliver infrastructure requirements across multiple locations.
● Monitors IT performance metrics, KPIs, and SLAs to assess the effectiveness of IT operations and services. Prepare regular reports for management and stakeholders.
● Leads major incident management activities by coordinating internal teams, external vendors, technical subject matter experts, business stakeholders, and leadership until service restoration and post-incident review completion.
● Strengthens endpoint and perimeter security by implementing and maintaining device compliance policies, endpoint protection standards, patching procedures, application controls, and Microsoft security configurations.
● Partners with senior management, department heads, vendors, and cross-functional teams to communicate IT initiatives, project status, risks, issues, opportunities, and business impact in clear non-technical language.
● Leads, mentors, trains, evaluates, and develops IT staff, ensuring the team has the technical capability, service mindset, and operational discipline required to support organizational objectives.
● Drives continuous process improvement across IT operations to improve service levels, reduce recurring issues, strengthen escalation paths, and enhance user experience.
● Maintains business continuity and disaster recovery procedures to ensure IT systems and services can recover quickly in the event of disruptions, outages, or emergencies.
● Collaborates with global and cross-regional teams across different time zones to support service delivery, project execution, vendor activities, incident response, and operational standardization.
● Oversees the precise inventory of software and hardware asset and manage asset lifecycle.
● Oversees the development and implementation of information security policies and risk management strategies to solidify safeguarding of data and IT assets.
● Innovates and improves processes to maintain and exceed high service level expectations, considering global time zones and cultural differences.
● Ensure quality assurance across all IT activities, maintaining consistency and precision.
● Negotiate with vendors for equipment procurement, keeping abreast of the latest in desktop technology.
● Coordinates vendor activities across multiple global locations.
● Establishes and enforces protocols for problem identification, documentation, distribution, and resolution.
● Direct resources and manage projects, with an ability to handle multiple time zones.
● Manages the setup, configuration, and regular usability of desktop systems, peripheral equipment, and software, adhering to established standards and guidelines.
● Proposes desktop solutions compliant with corporate standards.
● Communicates effectively with senior management, department heads, and other stakeholders to provide updates on IT initiatives, projects, issues, and opportunities. Translate technical concepts into non-technical language.
● Leads and manages the IT department, including hiring, training, supervising, and evaluating staff. Ensure the team has the necessary skills and resources to meet organizational objectives.
● Leads IT projects from initiation to completion, ensuring they are delivered on time, within budget, and according to specifications. This may include system implementations, upgrades, migrations, and other initiatives.
● Ensures IT operations comply with relevant laws, regulations, and industry standards, such as GDPR, HIPAA, PCI-DSS, and SOX. Keep abreast of changes in regulations and ensure the organization remains compliant.
● Leads internal audits, assessments of vulnerability, and incident response planning.
● Oversees patch management, software packaging, and distribution, with an emphasis on security for international operations.
Senior Manager, IT (March 16, 2022 – March 24, 2024)
Infocom Technologies, Inc. – Quezon City, Philippines
● Responsible for minimizing the effect on the business of incidents and problems caused by capacity and availability related issues in the organization’s infrastructure to prevent the occurrence of such incidents and problems.
● Supported and managed Microsoft 365, endpoint security, device management, software deployment, patching, encryption, and remote work technologies to improve supportability and security across onsite and work-at-home environments.
● Provided strategic recommendations on IT resource planning, infrastructure readiness, service availability, and operational improvements to meet client and business requirements.
● Provides recommendations focusing on how best to provide IT resources to meet service requirements while at the same time delivering a sustained level of availability to meet service requirements.
● Manages all IT-related requirements and concerns of various clients being serviced by the call center which translates to 2500++ seats and 1000++ endpoints for work-at-home employees.
● Manages day-to-day IT-related incident and service request tickets being assigned to the team’s queue and makes sure SLAs are being met along with other KPIs/metrics in place (quality, attendance, escalations/commendations.)
● Led several high-profile projects:
o Operational process improvement across all levels of IT organization to ensure efficiency of service delivery.
o Migration of the organization’s outdated IT infrastructure to new technologies such as Microsoft 365, ZScaler, SCCM, Bitlocker.
o Migration of a client’s cyber security and telephony solutions as part of the said client’s digitalization.
o Onboarded 3 new clients.
● Supported ITSM practices including incident management, problem management, change coordination, service reporting, documentation, escalation procedures, and continuous service improvement.
● Mobilizes a team that provides desktop technical support, covering both software and hardware, to end users/service delivery team of call center operations to ensure hours are not wasted to downtime hours.
● Oversees the precise inventory of software and hardware asset and manage asset lifecycle.
● Successfully handled annual PCI audits and recertifications of the following accounts operating in the call center: 1.) premier Philippine telecommunications company; 2.) premier Philippines credit card and banking company.
● Successfully implemented a series of procedures that ensures all systems and computers are getting crucial patches and antivirus database updates in a consistent timely manner.
● Conducts evaluation of rank and file employees & handles team administrative tasks and shift planning.
Manager, IT (March 12, 2018 - March 15, 2022)
Sutherland Global Services Philippines, Inc. – Clark, Pampanga, Philippines
● Reports to the senior director of the IT Operations and helps in managing a team of 4 associate managers, 22 junior and 6 senior deskside support engineers and develops them to become future leads for the company.
● Manages all IT-related requirements and concerns of a premier client engaged in online retail business, which is equivalent to 3000++ production seats or 1/2 of the total seat capacity of the call center.
● Manages all IT-related requirements and concerns of various clients being serviced by the call center which translates to 6000++ seats and 3000++ endpoints for work-at-home employees
● Responsible for minimizing the effect on the business of incidents and problems caused by capacity and availability related issues in the organization’s infrastructure to prevent the occurrence of such incidents and problems.
● Provides recommendations focusing on how best to provide IT resources to meet service requirements while at the same time delivering a sustained level of availability to meet service requirements.
● Manages day-to-day IT-related incident and service request tickets being assigned to the team’s queue and makes sure SLAs are being met along with other KPIs/metrics in place (quality, attendance, escalations/commendations.)
● Led several high-profile projects:
o Launched 4 new clients as part of the company’s continuing growth.
o Build-out of 4 new call center operations centers as part of the company’s expansion.
o Migration of the organization’s IT infrastructure to new technologies such as Microsoft 365, ZScaler, SCCM, Bitlocker to align with current trends for both onsite and remote work set-up.
o Operational process improvement across all levels of IT organization to ensure efficiency of service delivery.
● Serves as incident commander whenever there are major incidents. Coordinates with internal and client technology partners, subject matter experts (i.e. server team, network engineering team, telecommunications team), external vendors for next level of support in resolving of any incidents that impact the production (i.e. tools, applications crucial in handling customers’ concerns that are not working or not being permitted to be used inside company network) raised by clients.
● Oversees the precise inventory of software and hardware asset and manage asset lifecycle.
● Successfully handled annual PCI audits and recertifications of the following accounts operating in the call center: 1.) enterprise information management services account; 2.) premier US telecommunications company; 3.) premier credit card and banking company.
● Successfully implemented a series of procedures that ensures all systems and computers are getting crucial patches and antivirus database updates in a consistent timely manner.
● Conducts evaluation of employees & handles team administrative tasks and shift planning.
Manager, IT Service Delivery (October 26, 2015 – March 9, 2018)
Systemantech, Inc. - Quezon City, Philippines
● Liaise directly with clients and ensure a strong business relationship with the company.
● Manages an IT technical engineering team of 19 Junior and 4 Senior Deskside Support Engineers and develops them to become future leads for the company.
● Manages all IT-related requirements and concerns of 5 different accounts operating in premier business process outsourcing company which is equivalent to 636 production seats or 1/4 of the total seat capacity of the call center.
● Manages day-to-day IT-related incidents and service request tickets being assigned to the team’s queue and makes sure SLAs are being met.
● Understands and analyzes current business processes, identifies gaps and pain points of the client.
● Coordinates with business users and project managers for data gathering.
● Elicits and analyzes information from various sources and documents requirements as a result of business and requirements analysis.
● Serves as incident commander whenever there are major incidents. Coordinates with internal and client technology partners, subject matter experts (i.e. server team, network engineering team, telecommunications team), external vendors for next level of support in resolving of any incidents that impact the production (i.e. tools, applications crucial in handling customers’ concerns that are not working or not being permitted to be used inside company network) raised by clients.
● Facilitates walkthrough with stakeholders to ensure that requirements are correctly captured and documented and obtain sign-off from the client on the specifications.
● Collaborates with subject matter experts to provide recommended IT solutions and process improvement plans to clients addressing their pain points.
Supervisor, IT Service Support (September 30, 2014- September 30, 2015)
VXI Global Holdings B.V. Philippines - Davao City, Philippines
Senior IT Technical Support Engineer (July 1, 2013 – August 31, 2014)
Survey Sampling International Philippines, Inc. - Davao City, Philippines
IT Technical Support Engineer (June 19, 2012 - June 30, 2013)
Survey Sampling International Philippines, Inc. - Davao City, Philippines
Bachelor of Science in Mathematics at the Christian Colleges of Southeast Asia (Year 2012)
