IT Operations Head

DENVER N. BERNARDO

Address: ** *****, ******, ******

Mobile: +63-915-***-****

Email: ****.******@*****.***

PROFESSIONAL BACKGROUND:

IT professional with almost 3 years’ experience in working on a start-up financial technology company. An IT Operations Head with experience in internal & external infrastructure management, incident management, vendor management, CRM development & integration, functional testing, network management & application management, among others

SKILLS & EXPERIENCE

*Technical Support *Ticketing Tools & Systems (Salesforce, HelpScout, JIRA)

*Windows System Administration *Monitoring Tools (MRTG, Nagios, Google Data Studio)

*Remote Desktop & Troubleshooting *Firewall Tools (Windows Firewall, Fortinet, Sophos)

*Network & Internet Troubleshooting *Storage Tools (Synology NAS, Google Drive, GoDrive)

*Network & Remote Monitoring *File Transfer Tools (FileZilla, WinSCP, PuTTY)

*CCTV Management *ISO 8583 Messaging

*MS Office & Google Suites *Zoho CRM Development & Administration

*API Integration *SIT, UAT, & Regression Testing

*IT Operations & Infrastructure Management

*IT Department Budgeting & Forecasting

*Systems & Application Administration

*Technical Support Management

*Vendor Relations & Contract Management

*Service Provider Management

WORK EXPERIENCE:

IT OPERATIONS HEAD

Fexco Philippines, Inc.

Unit 905, One Global Place Center, 25th Street corner 5th Avenue, BGC, Taguig City

August 2019 – Present

Leads the technical staff in checking and ensuring resolution of all internal and external technical issues

Monitors performances of internal and external IT systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure

Leads in defining IT infrastructure strategy, architecture, and processes for the organization’s financial service

Participates and manages all communications regarding technical direction and initiatives to internal and external clients

Designs and maintains all IT processes according to the organization’s operation policies

Analyzes business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs

Maintains and prepares all paperwork for various activities and provides performance backup to retrieve data in case of emergency

Prepares reports and maintains records of service level agreements with clients and IT vendors

Designs, implements, and ensures efficient maintenance of all technical-related aspects to ensure compliance to disaster recovery plans

TECHNICAL SPECIALIST

Fexco Philippines, Inc.

Unit 905, One Global Place Center, 25th Street corner 5th Avenue, BGC, Taguig City

September 2018 – July 2019

Administered the company’s Customer Relationship Management (CRM) system, Zoho CRM

Developed, tested, and implemented change requests for the company’s CRM

Integrated Zoho CRM with the company’s website & third-party applications using REST API (Application Programming Interface)

Conducted SIT, UAT, and AHC testing in compliance with Bancnet’s requirements on EMV, Payment Service, Dual-Port Connection, Acquirer-based Fee Model & new Acquirers

Coordinated with third-party service providers in testing and implementing new features & requirements on the company’s cash out solution

TECHNICAL COORDINATOR

Fexco Philippines, Inc.

Unit 905, One Global Place Center, 25th Street corner 5th Avenue, BGC, Taguig City

March 2017 – August 2018

Provided technical support through phone, email, & chat for the company’s cash out solution, EasyDebit

Logged merchant technical concerns through the HelpScout support system & escalated issues to the company’s foreign counterparts using the JIRA ticketing system

Coordinated with local and foreign counterparts in resolving complex technical issues regarding the company’s cash out service

Monitored the external network infrastructure of the cash out service through MRTG (Multi Router Traffic Grapher) and transaction monitoring using Google Data Studio

Coordinated with the company’s external service providers and acquirers whenever a disruption on the cash out service occurs

Managed & troubleshoot issues on the company’s local network infrastructure (Cisco switch & router, Internet routers, FortiGate firewall, CCTV equipment, Synology NAS, UPS)

Coordinated with the company’s telecom & service providers in addressing complex internal network issues

Set up needed applications (MS Office applications, Citrix, Slack, NAS, FileZilla FTP, GoDrive File Sharing) on new workstations (Windows/Mac OS laptops) for employee use

CUSTOMER CARE ASSISTANT

Xerox Business Services Philippines, Inc.

7th Floor, One E-Com Center Building, Palm Coast Avenue, Mall of Asia Complex, Pasay City

August 2014 – February 2017

Provided customer service email support for the client’s digital music and application store

Achieved contact center metrics including customer satisfaction, average chat time targets, customer availability as well as schedule adherence and accuracy

Educated customers on support options, and steps being taken to resolve their issue

Communicated positively with team members, customers, and other Outsourced Suppliers

OPERATIONS EXECUTIVE

Aegis PeopleSupport Center, Ayala Avenue corner Sen. Gil Puyat Avenue, Makati City

May 2013 – June 2014

Provided L1 technical support through phone & chat for the client’s hotel employees & managers

Assisted clients with their concerns regarding their property management system, workstations (Windows XP & 7), & network connections (SSL, VSAT)

Initiated remote desktop access, if needed, to effectively address client issue using Bomgar

Logged engagement and actions taken on the Salesforce ticketing system

Ensured customer satisfaction in all engagements

PROJECTS

New Acquirer certification for cash out service (Fexco Philippines, Inc.)

Duration: November 2018 – April 2019

Role: Tester

Skills Used: ISO8583 Messaging, Switch logs checking via GCP (Google Cloud Platform)

The project was to certify a new acquiring host, per guideline of Bancnet, for Fexco Philippines, Inc.’s cash out solution. This provided additional connection & settlement options to the company’s merchants. We participated in the SIT, UAT, & regression testing part of the certification to make sure that the data that we’re sending on our transaction conforms with the messaging standards of Bancnet.

Website – CRM Integration (Fexco Philippines, Inc.)

Duration: November 2018 – January 2019

Role: CRM Developer, Tester

Skills Used: Zoho CRM Development & Scripting, REST API

The project was to integrate the company’s e-commerce website to third-party payment providers and capture order information to their newly implemented CRM. This automated and streamlined the order-taking process for the company’s cash out service, which also benefited their merchants.

EDUCATIONAL BACKGROUND:

Bachelor of Science in Information Technology

STI College Bacoor 2009 - 2013

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