Education

June 1991 - March 1996 B.S. Computer Engineer at Central Colleges of the Philippines

Experience

April 2015 - Present IT Operations Manager at Western Digital Corporation

Job Description and Responsibilities:
 Prepare reports and ensure optimal performance and maintain records of service level agreements for customers.
 Perform appropriate tests and provide training to upgrade product quality and standardize all artifacts.
 Assist technical staff to check and ensure resolution of all issues to achieve all objectives.
 Determine availability of systems and IT network application process.
Design and maintain all IT processes according operation policies through standardization of methods.
 Maintain and prepare all paperwork for various activities and provide performance backup to retrieve data in case of emergency.
 Participate and manage all communication IS technical direction and initiatives.
 Administer and provide upgrade to systems and escalate issues.
 Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery.
 Analyze all continuous up gradation process through various proactive self-initiated projects and ensure efficiency.
Technologies: ITIL Standard, Six sigma

July - Oct 2014 IT Infrastructure Manager (Technology risk Manager) at Deloitte Philippines

Job Duties and Functions Performed
 Review of existing document, conduct gap analysis and providing remediation plans
 Conduct business impact analysis and risk assessment to all SME’s
 BCM proposal – BRS assessment, Site inspection and proposal
 Technology Resiliency assessment
 Review device configuration for all network, server and desktop
 Provide remediation plans and template implementation plan base on Payment Card Industry Data Security Standard
 Consultation on Incident and change management processes
Technologies: ITIL Standard, ISO and Payment Card Industry Data Security Standard

March 2005 - June 2014 IT Operation and Infrastructure Services Team Lead at Accenture Inc.

IT Operation & Infrastructure CSI Lead for Philippines, Korea and Indonesia
Role 1 – Incident Lead – Philippines, Korea and Indonesia
• Leading 12 Subject Matter Expert Engineers working in 24/7 shift.
• Manage day to day incident tickets via ticketing system (Remedy, Service Now).
• Analyze and provide solution to critical and ageing tickets through problem management.
• Monitoring of devices, conducting device resiliency activities and hardware/software upgrade for all devices.
• Creation of run book as guidance of support team in their day to day troubleshooting, run book has been created base on the result of past issues & problem tickets.
• Attend critical troubleshooting, issues, management meetings review evaluations.
Role 2 – Service Request Lead – Philippines, Korea and Indonesia
• Supervises 31 Engineers handling various functional activities for Network, Server and Voice services, in the areas of administration, configuration, maintenance, performance monitoring, troubleshooting and implementation of different devices.
• Coordinates with concerned teams, vendors and/or appropriate third party as part of operations escalation as necessary.
• Participated on all internal/external audit certifications that were conducted like ISO20071 & ISO20000, BS5999 etc… Adheres to the system of internal control processes, and standards based on the guidelines set forth by the organization.
Technologies: ITIL & ISO Standards

December 2001 - March 2005 IT Technical Support at Mapfreasian Insurance Incorporated

Installation & configuration of a company’s computer hardware operating systems and applications.
Maintenance and monitoring of computer networks and systems.
Logging the queries of customers and employees.
Analysis of call logs in order to discover any underlying issues or trends.
Diagnosing and solving hardware or software faults.
Testing and evaluating new technology.
Performing electrical safety checks on the company’s computer equipment.
Responding to call-outs in a timely fashion.
Following instructions, either written or in diagram form, in order to set up a system or fix a fault.

July 2000 - December 2001 IT Technician/Field Support Engr. at Creative Computing Inc.

Installation & configuration of a company’s computer hardware operating systems and applications.
Maintenance and monitoring of computer networks and systems.
Logging the queries of customers and employees.
Analysis of call logs in order to discover any underlying issues or trends.
Diagnosing and solving hardware or software faults.
Testing and evaluating new technology.
Performing electrical safety checks on the company’s computer equipment.
Responding to call-outs in a timely fashion.
Following instructions, either written or in diagram form, in order to set up a system or fix a fault.

October 1996- April 2000 IT Support and Sales Engineer at Accent Micro Products Inc.

– Search for new clients who might benefit from company products or services and maximise client potential in designated areas.
– Develop long-term relationships with clients, through managing and interpreting their requirements
– Persuade clients that a product or service best satisfies their needs in terms of quality, price and delivery
– Negotiate tender and contract terms and conditions to meet both client and company needs
– Calculate client quotations and administer client accounts
– Provide pre-sales technical assistance and product education
– Work on after-sales support services and provide technical back up as required
– Arrange and carry out product training
– Analyse costs and sales
– Prepare reports for head office and keep customer records
– Meet regular sales targets and coordinate sales projects
– Support marketing activities by attending trade shows, conferences and other marketing events
– Make technical presentations and demonstrate how a product meets client needs
– Liaise with other members of the sales team and other technical experts