IT Technical Operations Leader

Michael John M. Sison

Block ** Lot * Fleetwood corner Huntington Sts., Laguna Bel-Air 3

Brgy. Loma,Biñan, Laguna 4024

Mobile: +639**-*******• Landline: +634*-***-****• ********@*****.*** Information Technology and IT Project Management

Highly driven Information Technology professional delivering technology solutions, services and support to meet corporate objectives and operational excellence. Proven track record of working with diverse cultures and maintaining excellent client and vendor relationships. B.S. Computer Engineering, 1994

ITIL v3 Foundation Certified – EXIN, August, 2011

Areas of Expertise

Infrastructure Management ~ Information Technology Project Management ~ Service Desk/Helpdesk Support Experience/Management ~ Applications Development ~ Client Relations - Facilities Management ~ Compliance and Security Adherence ~ Process Improvement ~ Vendor Management ~ Budget Planning and Development ~ Site Development and Management ~ Technical Procurement ~ Business Continuity and Disaster Recovery Planning

PROFESSIONAL EXPERIENCE

OMEGA HEALTHCARE, Pasig City, April 2019 – May 2021 Senior Manager IT, reports to the AVP of IT and PH Country Manager

Over-all IT lead for the company’s presence in the Philippines

Manages technical staff providing frontline, level 1 and level 2 support across 3 sites

Represents and handles the technology piece for all client related engagements

Supervises the day-to-day IT support services covering a 24x6 operations schedule

Manages the IT budget, maintenance contracts and purchases

Monitors and ensures timely delivery and adherence to the incident management policy o Ticket handling – classification of request, assignment o Turnaround time (TAT)

o Priority Matrix

o Escalation Matrix

Handles IT projects and initiatives in varied scale and scope

Responsible for the overall staff performance matrices

Overall Incident Manager for any/all business impacting issues related to IT BAHAY FINANCIAL SERVICES (BFS), Taguig City, May 2016 –April 2019 Infrastructure Manager, reports to the IT Department Head

Manages the IT operations and support services (data center, network infrastructure, servers, desktops, data communications and telecommunications)

Led the planning, redesign, migration to an upgraded Loans and Mortgage Operating system of the company, for a more efficient client servicing process

Redesigned the IT support service metrics and measurement to maximize resources and improve service delivery

Established team ticket resolution turn-around-time addressing support lapses and ticket resolution backlogs, to a monthly resolution of 85% from 45% in the first 3 months of my employment

Reorganized and redesigned the IT policies and processes to align and ensure adherence to ITSCM across all company sites

I-TECH GLOBAL SOLUTIONS, INC., Manila, September 2015 – May 2016 Service Delivery and IT Project Manager, reports to the CIO

Managed the performance of IT support services to clients

Single point of contact for all client requirements\issues in coordination with the technical support team in delivering and sustaining IT services

Authored and developed project proposals, plans and schedules to meet client requirements

Managed financial objectives through project management practices – identifying project requirements and objectives, projecting and managing project man hours/days, associated costs, outlining project risks

Authored training modules and conducted programs for IT support staff particularly on basic IT processes, troubleshooting, and client servicing

Handled IT projects and service contracts for clients HCCA HEALTH CONNECTIONS, Taguig City, March 2013 – May 2015 Director, Infrastructure (Information Technology and Facilities), reported to the Country Manager

Over-all management of the Infrastructure function of the company

Improved Service Desk TAT from an average of three (3) days to within twenty-four (24) hours for level 1 issues

Improved the IT Service Delivery Model in accordance to ITSCM best practices

Led and passed the URAC and SSAE 16 Soc1 audits for IT and Facilities

Was the IT lead for all new business transitions into HCCA, from space lay-out design and planning, to Technology requirement, design, and compliance

Improved IT network availability from 85% to 98%

Led the design, build, opening, and transition of the Cebu site with less than three (3) months lead time encompassing Facilities, IT Infrastructure, and Operations requirements

Delivered multiple projects with varied objectives; client launches, IT infrastructure implementations, improvements, facility builds, internal and client driven audits DATACOM CONNECT (PHIL) SDN, BHD., Taguig City, January, 2010 – March, 2013 Provides reliable, innovative and industry leading IT solutions and services, call center industry (www.datacom.com.au) Infrastructure and Facilities Manager, reporteddirectly to the Managed Services Manager based in KL, Malaysia, and administratively to the General Manager for SEA

Single-handedly managed the Infrastructure and Facilities functions of Datacom’s sites in Taguig and Libis

Led the plan, design, and transition of new accounts into Datacom

Led the design, build, opening, and transition of the Libis site within two (2) months

Responsible for the Business Continuity Process/Program of the Manila facilities and in close relation to the Disaster Recovery Program for various accounts

Led and passed all IT and Facilities audits

Responsible for client technology tests, design, implementation and UAT, even handling multiple client launches with varied requirements and staff headcounts SEMTECH INTERNATIONAL AG (PHILIPPINES), Muntinlupa City, Mar, 2001 – Sep, 2009 Leading supplier of analog and mixed signal semiconductor products. Used in communications, portable devices, computers and industrial equipment.(www.semtech.com) Associate Manager for Network Systems (December 2007 – September, 2009), reported directly to the Corporate I.T. Manager in the U.S. corporate office

Over-all in-charge of the IT Infrastructure function for Japan, Korea, Taiwan, Malaysia, and Philippines

Hardware and Software

IT Service Delivery, back-end support, and user training

Network and Systems upkeep

IT Procurement and BCP

Business migration

Senior Systems Administrator (March, 2001 – December, 2007),reported directly to the Corporate I.T. Manager in the U.S. office successfully setup and currently manages the network infrastructure of 5 Asian sites (Philippines, Taiwan, Malaysia, Japan and Korea), with minimal supervision AMI SEMICONDUCTOR, Laguna, September, 1998 –February, 2001> bought by ON Semiconductor

Leader in the design and manufacture of silicon solutions for the real world. (www.amis.com) Systems Engineer/Administrator,reported to the I.S. Manager TOSHIBA INFORMATION EQUIPMENT (PHILS.), INC.,Laguna, July, 1996- August,1998 Leading Innovation (www.asia.toshiba.com/tapl/)

Network Engineer, reported to the I.S. Supervisor

ROASTERS PHILIPPINES INC., Makati City, Feb, 1995 – May, 1996 MIS Coordinator,reported to the President

EDUCATION

DonBoscoTechnicalCollege, MandaluyongCity

Bachelor of Science in Computer Engineering (Batch 1994) TRAININGS ATTENDED

ITIL V3 Foundation Course (Rep ID: 103379) – July 30-31, 2011 CCNA Bootcamp – December 7 – 11, 2009

Oracle Database 10g: Administration Workshop 1 – 2008 Domino version 7 Administration – 2006

Windows 2000 Server Administration – 2003

Sun Solaris Network/Server Administrator Training – 2001 Lotus Notes Developer Training – 2000

* References available upon request

Contact this candidate