Rustan’s Commercial Corporation

IT Operations Officer - August 27, 2013 to September 8, 2015

Reason for leaving: Took care of family business

 

Key Responsibility:

 

• Reports directly to IT Division Head and CIO of the business

• Managed and supported hardware and software operations at one on-site and 9 remote sites including more than 30 Windows, Linux Amazon AWS servers providing 24x7 service to 800 employees.

• Recognized for delivering leading edge solutions that consistent meet complex business requirements.

• Adept in building strong relationships with IT staff, internal, external customers, vendors and third party contractors.

• Managed multiple projects including head office router SW and HW upgrade, new site network routing implementation, POS software and hardware upgrade for 7 remote sites, migration of physical to virtual servers, mall report compliance, Full Wi-Fi coverage for the 7 remote sites

• Took on challenge by managing and overseeing day to day IT operations for both head office and remote site. This includes but not limited to Network Infrastructure, Data center, Servers, Data communication.

• Took on challenge by managing and overseeing the Service Desk and Service Desk team

• Took on challenge by overseeing and managing a group of store support deployed at the sites

• Plays a critical role in resource hiring and regular employment confirmation through technical screening, assessment & evaluation and selection.

• Manage IT infrastructure and spearhead IT projects

• Recommend the appropriate IT infrastructure based on the business requirements of the company.

• Mainly responsible for the initiatives to plan and build redundancy on MPLS network to decrease downtime at 95%

• Mainly accountable in streamlining new requirements coming from internal customer

 

Key Achievements:

 

• Led the head office router software and hardware upgrade

• Led the commissioning of new routers and implemented network routing for new sites

• Led the implementation of Internet access for the remote sites

• Led the implementation of wi-fi access for head office and remote sites

• Led the POS software version and hardware upgrade for the 7 sites

• Accountable on meeting Microsoft product license compliance

• Accountable for the full coverage of wi-fi for the remote sites

• Led the mall report compliance for remote sites

• Led the loyalty points promotions project for selected brands

• Played a critical role on email version upgrade and email migration to a new blade server

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Anino Games Incorporated

Assistant IT Manager – January 2011 – August 2013

Reason for leaving: Career Advancement

 

Key Responsibilities:

 

• Reports directly to the IT Manager.

• Assist the IT Manager in overseeing operations of IT Infrastructure. This includes but not limited to Network infrastructure, Servers, Desktop, Data communication.

• Oversee service requests management system (Service Desk and Service Desk team)

• Manage IT infrastructure setup projects.

• Manage performance of IT infrastructure team.

• Manage the security infrastructure and ensure that the approved policies are complied with.

• Recommend the appropriate IT infrastructure based on the business requirements of the company.

• Review and check daily monitoring reports of for Network, Workstation, Data and communication management.

• Review and check quarterly the maintenance activity and its findings for Network, Workstation, Data and communication management.

• Review and check the semi-annually the IT inventory assessment and maintenance result and its finding.

• Do assessments on performance appraisal review for IT engineer on a quarterly basis.

• Formulate new IT policy and do IT policy review on a monthly basis.

• Manage the creation and issuing of incident report to those who violate the IT policy.

• Part of the team who litigates employees that violates the IT policy. 

• Assist the IT Manager in developing, justifying and administering quarterly budget for the infrastructure systems.

• Manage a couple of IT engineer primary responsible in providing support for the whole Anino Games employees.

• Provides technical expertise to IT engineer and being considered as one of the subject matter expert (SME).

• Manage the service delivery and support activities ensuring effective incident and problem management, configuration management / including hardware inventory and software licensing, availability, continuity and capacity management.

 

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Key Achievements:

 

• Mainly accountable in IT Manual, IT Guidelines and IT Policy streamline.

• Led the roll out of the workstation screen shot monitoring project.

• Mainly accountable in turning Anino Games LAN into a Giga LAN.

• Mainly accountable in maintaining access points for Anino Games.

• Mainly accountable in setting up rolling out and maintaining PFsense and Zentyal firewall.

• Mainly accountable in sourcing out suppliers for Anino Games.

• Accountable in setting up VM ESXI for server virtualization.

• Accountable for setting up application server using Windows Remoteapp

 

 

 

QI comm Philippines Inc. (Quezon City)

Team Leader – March 10, 2011

Reason for leaving: Career Advancement

 

Key Responsibilities:

 

• Reports directly to the Operations & Support Leaders of the business. 

• Used to manage a group of system monitoring team primary responsible in overseeing any challenging network activity from customers’ end and ensure timely escalation and mitigation of any issue according to committed service level.

• With zero percent attrition rate.

• Monitor the adherence and productivity metrics of the team.

• Updating schedules for quality feedbacks and team meetings / huddles.

• Plays a critical role in resource hiring and regular employment confirmation through technical screening, assessment & evaluation and selection.

• Supports technical agent on boarding by providing extensive technical training to newly hired employees. 

• Accountable in the skill development of the entire team and make certain that their performance exceeds business targets month-on-month.

• Provides work force schedule for the entire team

• Provides technical expertise to technical support agents and being considered as one of the technical escalation channel.

• Manages level 3 technical support escalation of clients that includes, but not limited to configurations of: Nokia E-series phones, Linksys WRP200 , RTP200, WRTP54G and Pirelli router.

• Technical expertise includes:  Softphones, Pirelli and other widely used VOIP devices & software applications, computer telephony configurations, machine hardware and system compatibility resolution.   

• Provides technical training to local and international for corporate HQ and end user clients covering the following areas YTD:  Davao & Kuala Lumpur, Malaysia. 

 

 

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QI comm Philippines Inc. (Ortigas, Pasig City)

Technical Support  – October 2007 to November 2009

 

Key Responsibilities:

 

• Reports directly to the Operations & Support Leader of the business. 

• Provide level 3 technical support to clients for: configuring Nokia E-series phones, Linksys WRP200 , RTP200, WRTP54G and Pirelli router regularly targeting the business’ committed service levels if needed.

• Extensive technical expertise on Softphones, Pirelli and other widely used VOIP devices & software applications, computer telephony configurations, machine hardware and system compatibility resolution to ensure 99.9% uptime of both inbound and outbound communication services.   

• Responsible in configuration, administration and management of the business’ local area network and audio codecs and as well as corporate clients to meet the 99% committed telephony service delivery.

• Led the technical & user documentation development & maintenance of all the products and services of the business for end-clients’ use.

• Mainly accountable in submitting Level 3 – technical support group’s monthly performance report to the senior management for service level review, analysis and strategic plan development. 

• Technical training expertise being leveraged by the business to train end-user clients. 

• Administer voice mail request for the client using Trixbox.

 

 

 

CROWNE PLAZA GALLERIA MANILA & HOLIDAY INN GALLERIA MANILA (ORTIGAS) I.T. Engineer – 2007

Reason for leaving: Contractual Employment

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Key Responsibilities:

 

• Directly reports to the IT Manager.

• Assigned as primary technical support resource on both hotel locations owned by the business.

• Provide level 2 desktop and technical support services to business users and hotel guests including but not limited to internet services, Wi-Fi connectivity and other local area network technical issues.

• Accountable in configuration and maintenance of structured network cabling infrastructure.

• Responsible to ensure 100% information security compliance of both the business and hotel customer’s use through extensive network resources monitoring that includes, but not limited to, firewall threat alert & exceptions, internet bandwidth utilization, CCTV through NetDVR, etc.

• Assigned to manage and maintain business application support such as: OPERA (Hotel Management System), INFRASYS(front-end), Sun Microsystems’ Financial Suite, Ving Card Programming

• Led the design, implementation and activation of the hotel’s WiFi infrastructure allowing the business to leverage on the new technology as an added service offer to the end-customers. 

• Exceeded business expectation by completing the structured cabling clean up and restoration including the network integration of the two hotels within one month vis-à-vis the three-month timeline. 

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DIGICOM  (ORTIGAS)

Technical Support Engineer 2006

Reason for leaving: Career Advancement

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Key Responsibilities:

           

• Reports directly to the business operations leader.

• Provide level 2 desktop and technical support services to employees and business clients.

• Led the security system rollout to the following clients:  Robinson’s Pioneer, Crown Plaza, Dos Palmas, Moldex,

• Accountable in the technical infrastructure setup and administration of the PABX system to the following clients:  Manila Peninsula, Shangrila Hotel, PAGIBIG, Cinderella, Tutoku, Print Town (Inquirer), Manila Hotel, Hyatt Hotel.

• Initiated and authored both the business and end-clients’ User Preventive Maintenance Policy resulting to at least 68% decrease on the service penalty incidences of the business.