The position was made redundant due to strategic business decisions.

As the Global Support Manager at Quadris UK, I provide strategic leadership in global IT operations, specializing in vulnerability and patch management. I lead a high-performing support team, ensuring secure and reliable services, and oversee processes such as incident management, compliance, and continuous improvement efforts to safeguard our infrastructure and support business objectives.

My role involves managing the global support team, ensuring the delivery of high-quality IT services, and implementing best practices in vulnerability management and patching. I collaborate with cross-functional teams to enhance operational efficiency and security posture, while also driving continuous improvement initiatives.

Achievements:

• Implemented a comprehensive vulnerability management program, reducing security risks by 30%.
• Streamlined incident management processes, improving response times by 25%.
• Led the development and execution of a global patch management strategy, ensuring compliance with industry standards.
• Enhanced team performance through targeted training and development initiatives.
• Fostered a culture of continuous improvement, resulting in a 20% increase in operational efficiency.
• Successfully managed the transition to a hybrid work model, maintaining service continuity and team productivity.
• Established key performance indicators (KPIs) to measure and improve service delivery.
• Collaborated with senior leadership to align IT strategies with organizational goals.
• Conducted regular audits and assessments to ensure compliance with security policies and standards.

Stepped down due to health issues and the need to focus on personal well-being.

As the Head of the Cloud, Infrastructure, and Cybersecurity department at the Philippines' largest independent tower leasing company, I oversee over 5,000 towers and spearhead developing and implementing IT infrastructure and operational strategies to boost business capabilities and services across various regional offices nationwide. I ensure the delivery of IT infrastructure and operations that support essential business functions, focusing on high availability, performance, and cost-effective capacity management, all while prioritizing security. Working closely with senior leadership, I craft the IT roadmap to align with the company's strategic goals and collaborate with the CIO and key decision-makers to identify and implement economical IT solutions encompassing infrastructure, software, hardware, networks, and security. I promote a cooperative IT culture by collecting insights and feedback from different departments to improve IT services. Moreover, I provide strategic direction and oversight for IT systems' design, development, and operation, including technical architecture, infrastructure engineering, and IT service support, while offering sound technical guidance in critical situations. I supervise the development and support of desktop services to ensure an excellent customer experience, alongside developing business case justifications and ROI-driven analyses for IT infrastructure investment and initiatives. I emphasize building strong relationships with stakeholders and internal and external partners to foster effective communication, collaboration, and strategic decision-making. I deliver high-quality IT service and support by allocating the right tools and teams while managing and inspiring a high-performing IT team that values innovation and continuous improvement. I also develop, review, and ensure the effectiveness and efficiency of IT processes and policies, overseeing the design, implementation, and maintenance of secure, scalable IT infrastructure nationwide. Lastly, I lead the creation and execution of a robust data security strategy to guarantee compliance with all relevant regulations.

Achievements:

• New Offices Fit-out project - HQ in Alveo Park Triangle Tower and a Tower Operations Center in UP TechnoHub
• Network Infra Buildout for the new offices -- 1GB redundant circuits, Cato SASE, Sophos firewalls, and Rujie switches stack
• Network Infra Upgrade of the warehouses and branch offices in Bulacan, Cebu, and Davao
• PCCW IoT Connect Edge SIM, CloudConnect, and Milesight router deployment to 5000 towers
• PCCW CloudRouter, GGP, AWS, and Azure cloud peering project
• Tenable Vulnerability Management Deployment with the infra-ops and cybersecurity teams
• JumpCloud Mobile Device Management deployment with the infra-ops and cybersecurity teams
• Jira IT Service Management improvement – streamlined ticketing dashboard and Kanban boards for daily standups
• IT Asset Lifecycle Management improvement – refresh laptops older than three years of service
• Ongoing company website revamp project with the Commercial, Legal, and DevSecOps team
• External Penetration Testing and remediation of critical web and mobile applications with the DevSecOps team
• Mobile Diesel Generator and Battery GPS Monitoring Project to address Diesel and Battery Theft Issues
• ERPNext migration from Digital Ocean to GCP & MS Dynamics365 Business Central storage migration to Azure Blob
• Computerized Maintenance and Management Platform migration from AIO to PLC platform – point of contact for tower telecoms components hardware integration and network infrastructure configuration

The position was eliminated as part of a strategic realignment initiated by the new leadership.

As the IT Infrastructure Manager at IPSTAR Australia, I have led the transformation and strategic oversight of the company's systems and network infrastructure lifecycle management. My comprehensive approach involves meticulously integrating and maintaining IT systems, ensuring seamless operation, and enhancing the organization's system reliability, performance, and security. I have significantly improved the infrastructure's robustness and efficiency by implementing rigorous documentation and adhering to best practices in change management, patching, hardening, and upgrades. My role extends beyond technical oversight. I have cultivated a culture of excellence and collaboration by leading a team of skilled systems and network engineers, ensuring the seamless execution of operational tasks and strategic projects.

My expertise in server administration, including managing security permissions and analyzing event logs, has been pivotal in ensuring the interoperability of system architecture components. This, coupled with leading the installation and configuration of critical hardware and software, has substantially enhanced the organization's IT infrastructure capabilities. I have played a crucial role in troubleshooting and providing technical support. I worked closely with Level 2 and Level 3 service desks to identify root causes and deliver effective solutions, guaranteeing high availability and performance of IT services. Furthermore, my strategic planning in reviewing systems, networks, and storage performance has led to optimized capacity planning and infrastructure modernization, crucially supporting the organization's growth by proactively anticipating and addressing future infrastructure needs.

Achievements:

• Led the Integration of Device42 and Jira Service Management: Spearheaded the successful integration of Device42 with Jira Service Management, significantly enhancing our IT service management capabilities. This strategic initiative provided our team with comprehensive insights into our IT infrastructure directly within our service management workflows. By leveraging the combined power of Device42's detailed asset management and Jira Service Management's robust service desk functionalities, I enabled the organization to achieve a more efficient, accurate, and streamlined incident and change management process.
• Optimized IT Asset Utilization: The integration improved our asset discovery processes, allowing us to accurately identify and catalog more devices. This enhanced visibility into our IT environment led to strategically decommissioning and deleting unused virtual machines, effectively recouping over 10TB of storage space. This achievement optimized our resource utilization, significantly reduced overhead costs, and improved our IT infrastructure's performance and reliability.
• Dramatically Reduced Vulnerabilities: Within a few months, I successfully reduced the vulnerability count in ManageEngine Vulnerability Manager Plus from 9,000 to 300. This achievement resulted from implementing a rigorous and strategic vulnerability management program that prioritized critical issues and streamlined patching. My efforts significantly enhanced the security posture of our IT infrastructure, mitigating potential threats and vulnerabilities.
• Pioneered security team formation: I established the Security Operations Center and DevSecOps teams to enhance the organization's security framework. This initiative was crucial for incorporating security best practices into our development processes and operational oversight, ensuring that we deliver solutions securely to our clients. By promoting a culture of security awareness and collaboration between development and operations teams, I cultivated a robust, proactive security environment that safeguards client solutions against emerging threats. 

I left Techromatic for a daytime job. I worked the GY shift for almost 3 years, during which I was diagnosed with diabetes. I've since adapted and am now open to a permanent GY shift.

As a Technical Service Desk Manager for a New York-based MSP, I managed critical projects in a variety of industries, including healthcare, finance, legal, and real estate. Azure cloud migration, email migrations, server installations, and desktop management are all areas of expertise. I also led a technical team responsible for meeting SLAs and deadlines while providing an excellent customer experience. I also oversee technical support delivery while maintaining high service levels and serving as an escalation point for engineers.

In addition, I have served as an ISO 27001 co-implementer, a member of the Change Advisory Board, a Change Management lead, and a Security and Risk Assessment Point-of-Contact. A Salesforce Implementation and Administration team member, Vonage Business and Vonage Contact Center implementation lead, and Verint Monet Workforce Operations Management System implementation lead. I also have strong knowledge and experience with on-prem AD, Azure Active Directory, Microsoft Endpoint Manager (Intune), Microsoft Defender, Microsoft 365, and other Microsoft technologies.

Notable achievements include:

• Developing reporting and dashboards to monitor KPIs and OKRs through trend analysis and improvement initiatives.
• Reducing ticket backlog by 90% due to enhanced visibility of backlog and overdue tickets on Autotask PSA and Datto RMM dashboards.
• Reducing tech time in meetings by 90% through increased transparency and visibility on Autotask PSA and Datto RMM dashboards.
• Improving tech utilization percentage to ~85% from ~50% by implementing workflow rules and automation in the system. 

The COVID-19 pandemic had a major effect on the company, causing layoffs and temporary dismissals.

As an IT Operations Manager for an Australian app development company, I focused on process streamlining and innovation. I re-engineered IT processes, enhancing ITOM and ITSM workflows and increasing productivity. Established IT governance and information security policies, guidelines, and procedures, and implemented a technology and security roadmap to address advanced persistent threats.

Negotiated with vendors to accelerate service delivery and reduce costs, achieving the following measurable results:

• Upgraded Internet bandwidth, lowering monthly cost from 20 Mbps at PHP62,000/month to 50 Mbps at PHP55,000/month.
• Secured a redundancy line contract with reduced cost from 20 Mbps at PHP38,000/month to 30 Mbps at PHP37,000/month.
• Obtained a significant discount on cable tracing and structured cabling, reducing the cost from PHP198,349 to PHP105,893.
• Upgraded network equipment to Enterprise-grade Cisco Meraki appliances at a reduced cost of PHP504,999 from PHP715,500.

By canceling unused subscriptions and cleaning up inactive accounts, I achieved software cost savings, including:

• Savings of US $4.95/month on Lucid Chart, US $29/month on LOOKBACK STARTER, US $79/month on Runscope, US $100/month on PostmanPro, and €10/month on SonarCloud.
• Lowered the number of users on G Suite from 102 to 78, reducing the subscription amount from US $1,050.60 to US $795.60/month.

In addition to cost-saving measures, I implemented technical improvements such as deploying a Directory-as-a-Service system (JumpCloud) for MacOS device management and an IT Service Desk Ticket Management System (Itarian Comodo). Furthermore, I also managed back-end setup for loyalty programs and partner promos, as well as administering AWS, Google Play Console, Google Cloud Platform, Firebase, Analytics, and various DevSecOps tools i.e., Atlassian Jira, Confluence, BitBucket, Typeform, Jenkins, ELK stack

As an IT and Facilities Manager for an Australian BPO, I served as the point of contact for major IT and facilities projects. These projects include new office fit-outs, data center buildouts, internet circuit provisioning, structured cabling, rack mounting, and CCTV and DACS installation and configuration. I also set up and configured 100+ desktop PCs and NEC IP phones for the new office after the site handover.

Aside from these projects, I installed and managed a variety of IT tools and systems, including Datto RMM, Autotask PSA, IT Glue documentation, and Auvik network monitoring. My expertise extends to Windows domain, Office365, Teams, and Windows RDP management and administration.

Among other responsibilities are:

• Creating, developing, and implementing organizational policies, procedures, and best practices guides
• Ensuring the security of data, network access, disaster recovery, and backup systems in adherence to organizational policy
• Conducting audits to identify problem areas and quickly coordinating strategic solutions with the executive leadership team
• Ensuring that safety and security protocols are followed, as well as conducting business continuity and disaster recovery plans as needed
• Supervising equipment, supplies, and building maintenance to ensure compliance with health, safety, and legal requirements, and ensuring the facility meets mandatory occupational health and safety standards.

Collaborating with various contractors to complete punch lists in response to deficiency audits performed by external quality auditors.

As the contracted network admin, I was appointed as the interim IT manager and IT Infra Leader. I reduced the costs of IT infrastructure and ERP system upgrade projects from ₱36 million to ₱32 million. I oversee the company’s IT infrastructure to ensure security and optimal performance, review IT procurement for software and hardware, build trust with IT vendors and ISPs, and lead security hardening efforts in compliance with Philippine laws such as the Data Privacy Act of 2012, the Cybercrime Prevention Act of 2012, and the Philippines E-Commerce Law. My notable achievements include:

• Reducing total IT infrastructure and ERP system upgrade project cost by 4 million pesos
• Successfully completing various IT projects, such as:
  • New network equipment setup (Cisco 3850, 2960, Nexus 9k switches, and Fortinet FG200 and FG50 series firewalls) to replace aged network equipment, new internet connectivity for sites without links, WAN bandwidth upgrade, and structured cabling project nationwide.
  • ERP system upgrade from Oracle R11i to Oracle R12
  • Commissioning of New Active Directory Server as an upgrade from Windows NT Server
  • Migration to Office365 from Lotus Notes using Binary Tree migration tool.
  • Endpoint Security/Anti-virus deployment on all desktops, laptops, and other mobile devices
  • DRAAS (Disaster Recovery as a Service) and BAAS (Backup as a Service) Business Continuity Management project
  • CCTV installation projects nationwide in compliance with the local Philippine National Police ordinance

In addition to these accomplishments, I manage other IT staff within the organization and its sister companies, review CAPEX and OPEX for the IT team for the current and upcoming fiscal years, and provide weekly status reports and project updates to MAN-COM and EX-COM.

Technical pre- and post-sales subject matter expert for iboss Secure Web Gateway platform (advanced threat protection, granular app management, SSL management) and Threat Console platform (behavioral sandboxing and IPS, network anomaly detection, and incident response center) for the Asia Pacific region.

• IO-Superstar Awardee in the Infrastructure Outsourcing Business Unit at Accenture
• Senior Network and Security Engineer for the IS Telecom Italia Project
• IT Infrastructure Expert - Data Networking Technology Program, active student participant
• Senior Network Operations Engineer for Singapore's Ministry of Health Holdings' National Electronic Health Record Project
• Network Implementation Engineer, Project Point-of-Contact, and Project Team Leader for several clients of Verizon Enterprise Global Solutions Engineering and Design, e.g., Bridgestone, ABN-AMRO, Marsh and McLennan, Puma, Intercontinental Hotels Group, Johnson&Johnson, Johnson Controls International, and Delphi

Single point of contact IT help desk for internal and outsourced TELUS employees

• Network Operations Center Tier 1.5 Engineer (AT&T Managed Network Services under the Managed Router Service and Enhanced Virtual Private Network Service)
• Consistent top CSAT recipient from different clients and counterparts in the US and SG centers

IT Instructor for the College of Bachelor of Science in Information Technology and other students at the Tertiary and Secondary levels

• One-man-band Managed IT Service Provider helping the small office-home office, and residential clients in the San Jose City area and nearby cities and regions (13^th Octet) and computer parts and peripherals shop owner (TUF-IT)
• High-level technology consultant for other MSPs (local and overseas)
  • Built the MSP managed services agreement, business canvas model, offering matrix, and MSP tool stack for a new MSP.
  • (Contractor) IT Infrastructure and Information Security Architect and Cybersecurity Risk Assessment program developer and project manager for cyber insurance compliance to align with industry best practices and regulatory requirements for ArisAlex, a Lafayette, Louisiana-based MSP
  • Microsoft Partner Network, Cloud Solutions Provider, Pax8 Cloud Market Place, and Fortinet Partner Portal setup.
  • ConnectWise Manage, Automate, Control, and ITBoost implementation, and also set up Atera and SyncroMSP for other MSPs.
  • ConnectWise SIEM, ConnectWise Identify, Huntress, SentinelOne, Liongard, Auvik, and Todyl SASE implementation.
  • Okta to Duo MFA migration, LastPass to Keeper migration, JAMF to Intune migration, and Mimecast Email Filter implementation.
  • DISC (Disaster Recovery, Infrastructure, Security, Consolidation) project rollout.
  • Chief Cloud Engineer & DevSecOps SME for mobile and web apps hosted in Azure.