INIGO LUIS LORENZO C. ESCALANTE

*** ****** ****. ***** ***** Condominiums Acacia Estates, Taguig City

+639**-***-**** ac2dey@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

●ITIL V3 Foundation and Service Operations Certified.

●IT Service, People, Operations, Vendor and Account Management experience.

WORK EXPERIENCE

Lazada Group

October 2016 - July 2017

Senior Manager, IT Operations

●Contribute to Service Strategy, Design, and Transition

●Lead and grow IT operational teams in accordance to the company’s people principles and processes, including developing optimal structures and clear accountabilities, maximizing employee performance.

●Managing all assigned financial targets, ensuring that there is adequate funding for IT Operations targets and plans, especially to meet development and capacity needs.

●Developing and deploying mechanisms that lead to positive relationships between the business and offshore/onshore suppliers.

GHD PTY LTD (ROHQ)

2013 – August 2016

IS Services Manager

●Oversaw all IS operations and IS corporate services coming out from Manila.

●Reported to the IS Governance Manager and the IS Regional Manager for APAC.

●Acted as the IS Regional Manager for APAC in the absence of the IS Regional Manager

●Oversaw corporate IS teams (End Point Services, Development, Global Helpdesk, Commercial Helpdesk, Specialized Application Support, Software licensing and Deployment, and Infrastructure) composed of over 90 personnel.

●Contributed and attended Global IS Business and Strategic planning.

●Provided leadership, training, mentoring, management and development of IS Managers in Manila.

2012 – 2013

Service Delivery Team Leader – IS Governance

●Worked with local Service Delivery Managers of the ANZ operating centers Hosted and facilitated regional IT operations meetings

●Managed and supported day to day operations of the Global Helpdesk Team

●Supported responsive business applications, monitored and managed technology implementations globally

●Implemented and developed global IS standards, technologies and processes Maintained excellent working relationship with other global support teams

●Provided leadership, training, management and development of direct reports Functionally managed 3 shifts (25) people 13 direct reports (24/7 operations)

DuPont Sustainable Solutions (registered as Coastal Training Philippines Corporation)

2011 – 2012

Global IT Helpdesk Team Leader

●Provided guidance and general direction to the day to day tasks of the global helpdesk operations based in Manila which supported global offices, 24/7 (US, Brazil, Mexico, India, Netherlands, Philippines)

●Monitored service quality and ensured that Service Level Agreement (SLA) is consistently met

●Attended regular global IT and change control meetings

●Prepared and analysed support tickets raised on a weekly basis

●Was in charge of creating and updating process documentation of local IT operations. Reviewed server back up logs daily and investigated irregularities

●Ensured proper workstation deployment and maintenance

●Monitored network health and worked with infrastructure support as necessary

●Reported to the IT Country Leader and the Global IT Operations managers based in Virginia Beach, USA

●Officer in charge in the absence of the IT Country Leaders

●Pioneer member of the Business Ethics Steering Committee

2006 2011

iCAM Team Leader

●Pioneered the e learning team in the Philippines

●Successfully developed and trained seven (7) e learning specialists that generated annual sales of over $3 Million revenue

●Performed needs assessment, recommended implementation path and see through completion of e learning system to US based customers

●Conducted customer training and technical support

●Industries covered: US government agencies and contractors, energy and power, pulp and paper, general and medical manufacturing, construction

●Coordinated with different departments in the customer’s organization relevant to the sales process (Legal, Procurement, IT, Operations)

●Conducted workshops during annual e learning forums in Virginia Beach, USA

2005 2006

Technical Services Engineer

●Performed workstation configuration and maintenance Configured VoIP phones

●Provided end user support to general work applications (i.e. office, exchange, company CRM, citrix)

●Monitored network performance and LAN management

●Provided troubleshooting and administration to Learning Management System (LMS) clients based in US

EDUCATION

Attended 2002, NIIT – Makati City eTechnology

Attended 1999 2002, Asia Pacific College – Makati City B.S. Computer Science, Network Engineering Attended 1996 – 1999, San Beda College – Manila B.S.

B.S Accountancy

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