IT Manager
Resume:
JOHN C. ESGUERRA
*B DIAMOND ST., SOUTHVILLE DON ANTONIO HEIGHTS SUBD., QUEZON CITY, PHILIPPINES
****.********@*****.***
SUMMARY of QUALIFICATIONS
Analytical and solutions-oriented IT Consultant and Manager with experience guiding teams and companies to improve efficiency of state-of-the-art system on time and under budget. With proven expertise on improving business processes and breaking things down to simplify and resolve. Strong contribution to project management, hands-on technical expertise, and business analysis skills to define business objectives and project scope. Successful in bridging the communication gap among business and technology groups. Core expertise includes:
System Infrastructure Implementation and Administration
Helpdesk Service Desk Management
Data Integrity Disaster Recovery
Technical Specifications and Documentation
Team and Project Management
Network and Systems Security
Research and Development
Policy Planning Implementation
Overall IT Management
CAREER SNAPSHOT
IT Service Desk Manager January 2016 - present
Company Name, China Online Innovations, Inc. (51talk.com)
Business: BPO, Services
Acting as the resident IT Manager managing 4 sites (3 in Ortigas, Pasig and 1 in Baguio). Primary role is to lead, manage, develop and implement policies and procedures for systems operations and development. Part of major tasks is to meet with managers to discuss system requirements, specifications, costs and timelines. Major projects implemented and completed: 1. LADESK chat+ticketing system for home-based teachers catering to support more than 5000 teachers. 2. Source, setup and turnover of 2 cloud-based servers for critical business application.
IT Service Desk Manager September 2015 – January 2016
Company Name, Republic Cement and Building Materials, Inc.
Business: Manufacturing, Industrial
Aboitiz Equity Ventures (AEV) has partnered with CRH Ireland and acquired a majority stake in the operations of Lafarge in the Philippines. See summary of job description in LAFARGE.
IT Helpdesk Manager July 2013 – September 2015
Company Name, Lafarge Cement Services Phils., Inc.,
Business: Manufacturing, Industrial
Reports directly to the Business Systems Manager under Shared Services. Primary role is to develop, lead and motivate a team of help desk professionals to deliver excellent technical support with outstanding customer service, satisfaction and timeliness. This includes managing all procedures related to the identification, prioritization and resolution of end-user requests, as well as monitoring, tracking, and coordinating all Help Desk functions. Other priorites include contribute to incident resolution by giving remote, hands on support to end-users and managing projects like implementation of Altiris Client and Asset Management System, VMware Vsphere 5.5 that would cater to applications like Spiceworks helpdesk ticketing system, Veeam backup for virtual machines, Sharepoint Foundation, VMWare Vcenter and monitoring applications like Riverbed Cascade Virtual Edition. Other tasks include handling the backup for shared files which includes onsite and offsite backups, and monitoring ad-hoc reports for production and sales.
IT Manager October 2012 – June 2013
Company Name, EZY Service Center Corporation
Business: BPO, Financial
Reports directly to the Vice-President of Operations. Co-Manages the IT infrastructure and systems in Australia, Vietnam and the Philippines. Pioneered the use of cloud-based servers including Windows 2008 Remote Desktop Services (Terminal Server), implementing additional security, lockdown on local PCs using local group policies, installation, migration and configuration of Exchange 2011, Sharepoint 2010, Domain controller, and active directory. Network tools like Solarwinds and cloud-based antivirus and web filtering from Symantec. Manages two Mitel VoIP controllers (Australia and Philippines) with more than 150 IP phones. Manages and maintains the Local Area Network. Leads a team of three system and network administrators.
IT Manager January 2010 – October 2012
Company Name, Technidata Incorporated
Business: BPO – Healthcare and Development
Under administrative direction of the Regional Operations Manager, directs, manages, supervises and coordinates the activities and operations of the Infrastructure Division including hardware, software, network, telephone, and computer systems administration; identifies, recommends, develops, implements, and supports cost-effective technology solutions for all aspects of the organization; prepares bid specifications and analyzes bid proposals for computer and network equipment and software; coordinates assigned activities with other divisions, departments, and outside agencies; and provides highly responsible and complex administrative support to the French Infrastructure Manager.
IT Manager (Project based) November 2008 – December 2009
Company Name, Motion Hotels
Business: Hotels, Food and Beverage
Supervises staff and operations of a computing services department which provides support and service for the hotel system and its users. Brings specific technical expertise to functions supervised. Has responsibility for staff supervision; participate in personnel administration, short- and long-term planning and quality assurance. Responsible for the overall service delivery for one or more MIS functions and/or capabilities which includes training for the frontend and backend modules for the Hotel system.
MIS Head November 2005 – July 2008
Company Name, Toyota Shaw Incorporated
Business: Retail
Supervise activities of MIS staff. Identify critical business issues and develop workable solutions for managers as well as office personnels. These solutions may include enhancements to existing core applications, new software packages, and/or customer programs. Define MIS standards and policies in compliance with the rules and regulations of the holdings company. Identify, recommend, and manage deployment of "best of breed" hardware and software upgrades and purchases for the holdings company and its affiliates. Prepare and manage the Management Information Systems operating and capital budgets. In conjunction with users, prepare, test, and maintain a disaster recovery plan for all systems. In conjunction with users, develop and maintain documentation, procedures, security, and training of staff members and end users of administrative systems. Maintain professional expertise in administrative computing systems and technology. Projects include: Office renovation, electical voice and data. Active directory implementation and deployment, HRIS and timekeeping, migration of the Toyota Dealer Management System, implementing an intranet –based policies and procedures, IT inventory, Exchange 2003 testing, CCTV security and purchasing system.
IT Helpdesk Engineer November 2004 – November 2005
Company Name, Netmarks Philippines
Business: System Integration and Support
Responsible for troubleshooting and assessing software and hardware problems internal and external clients. Responsible for reporting results, following escalation process, and dispatching issues to the proper channels. Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from end-users experiencing problems with hardware, software, networking, and other computer-related technologies. Track, follow-up and communicate to appropriate parties regarding ongoing issues resolution and statuses for all client concerns. Interview users to collect information about problems and lead users through diagnostic procedures to determine source of error as well as educate and instruct end-users on various application and hardware issues. Handle problem recognition, research, isolation, resolution, dispatch and follow-up for routine end user problems, escalating more complex problems and/or outages to the manager and/or information technology, and all appropriate channels. Provide recommendations on company hardware and software purchases. - In-house technical support, graphic and website designer for 2 companies (Lionapex Phils. & Netmarks Phils.)
IT & Communications Coordinator October 2003 – October 2004
Company Name, Philippine Heart Association
Business: Non-government Organization
Responsible in Installing and configuring computer systems; Monitoring and maintaining computer systems and networks. Talking to staff/clients through a series of actions, either face to face or over the telephone. Troubleshooting system and network problems and diagnosing and solving hardware/software faults. Finding solutions to problems, be it through creating a desktop shortcut or fixing a major fault on the operating system. Replacing parts as required. Providing support, including procedural, documentation; Supporting new applications. Setting up new users. Testing and evaluating new technology. Conducting electrical safety checks on computer equipment. Creating banners and flyers using Photoshop and Coreldraw. Creating magazines and booklets using Pagemaker. Updating the website (www.philheart.org) whenever necessary.
EDUCATION
BS, Computer Science
AMA Computer University, Project 8, Quezon City
Batch 2001
Top 5% of the graduating class. Thesis score 1.25 (1.00 being the highest)
Technical Proficiencies
Operating Systems:
MS Windows Server 2008, 2003, 7, 8, Vista, XP, Red Hat Enterprise Linux, Fedora Core, Ubuntu Linux, VMWare ESXi
Networking:
Local Area Network (LAN), Wide Area Network (WAN), Wireless Networks (WLAN), TCP/IP
Hardware/Systems:
Hubs, Switches, IBM, INTEL, DELL and HP Servers. Wireless Routers, Hardware Appliance/Open source Firewalls, NAS, SAN, Tape Backup, Virtualization, Riverbed Steelhead
Tools:
Symantec/Mcaffee/Trend Micro/Sophos Antivirus, Acronis/Veeam Backup, MS CRM, Vtiger CRM, MS Sharepoint, VMWare, FreePBX, Altiris AMS and CMS
Trainings and Certifications
Service Now (SNOW) Training (2015) – Incident, Problem and Change Management – 5 days
Cement Manufacturing Process for Non-Technical Managers (2013) – 3 days
Training Certificate on ITIL V3 Foundation (2011) – 5 days
Training Certificate on Unix/Linux System Administration (2011) – 5 days
Connectwise Project Manager Certification (2011) – 1 day
Connectwise Systems Engineer Certification (2011) – 1 day
Connectwise Service Manager Certification (2011) – 1 day
Labtech Remote Monitoring and Management Training (2011) – 5 days
CompTIA A+ ITTECH (A+ IT Technician) (2005)
Training on Microsoft Windows 2003 DNS, Active Directory and Group Policy (2004)
Certificate on Basic Linux/Unix Fundamentals + Networking (2004)
Training on Microsoft Exchange 2003 Server Implementation and Configuration (2004)
Edimax Product Specialist (2003)
HP Compaq Compaq Solutions Provider – HP Compaq Philippines (2001)
Certified Symantec/Veritas Solutions Provider – Symantec/Veritas Software Corporation (2001)
ITX-CCNA CND1 Training Bootcamp (Softweb Consulting) – March 2006
ITX-CCNA CND2 Training Bootcamp (Softweb Consulting) – April 2006
Accounting for Non Accountants (In-house training for Toyota) – May 2007
Leadership Training Seminar (In-house training for Toyota) – August 2007
Seminar on Project Management (In-house training for Davis Langdon) – June 2008
Seminar on Customer Service for Call Centers – November 2010
PERSONAL INFORMATION
Age: 36
Date of Birth: June 11, 1979
Marital Status: Married
Number of Children: One
Religion: Roman Catholic
Character References
Available upon request
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