ITSM Service Delivery Manager
Resume:
Classified - Confidential
Mart Ermyn B. Buenaflor
Bremerton, WA
*********.*********@*****.***
linkedin.com/in/mart-ermyn-buenaflor-5b43228a
PROFESSIONAL SUMMARY
● A Results-Oriented IT professional with strong leadership, management and customer orientation that uses Information Solutions to help create a productive working environment
● Highly valued for competence with 15 years of I.T. professional work experience in different industries.
● Solid exposure on Corporate and Shared Services type of operation with a global setup
● Innovative, progressive, can work with people of different cultures and proactive in providing customer satisfaction.
● Anticipate and envision problems, apply necessary corrective actions as quickly as possible
● Promotes IT capability advancement through the implementation of company’s technology roadmap on core infrastructure, business productivity infrastructure and application platform for a more organized approach in differentiating the business through technology-based innovations that is appropriately integrated to the process and people
● Cultivate and maintain key partnerships with Business Drivers and Partners in playing the role as Business Enabler - with an end goal of deploying Information Solutions that empower people to reach CUSTOMERS more effectively.
● Adopts Decision Analysis and Resolution to resolve hard and decisive situations KEY STRENGTHS
Infrastructure Services
CISCO products (IS Routers, Layer 2 & Layer 3 Switches, HSRP, VSS, Routing Protocols), Fortigate Firewall (Security Policies, Traffic Shaping & Priority, UTM Administration, Multi-WAN Load Balancing & Fail over, QoS)
Microsoft Azure, Server Roles, and Advanced Features, Microsoft Servers 2008 and 2012, (Active Directory, DNS, DHCP, IIS and others), Monitoring Management, Tribox CE Administration, Nortel Voice CS1000. Adept in analyzing infrastructure and security information needs, designing solutions and troubleshooting managed systems/platforms. Specialized in Network and Telecoms Administration, Windows Server Platforms
Classified - Confidential
Security
Vulnerability and Risk Assessment, Information Security, End Point Protection Platforms, Antivirus, Antispyware, Web Filtering, Firewall Policies, Intrusion Prevention, Computer Security, Access Permissions Processes:
● Planning and implementation of best practices based on Information Security Policy ISO 27001
● Specialized in designing IT Service Processes
PROFESSIONAL EXPERIENCE
US NAVY
Hospital Corpsman
April 2025 – Present
Naval Hospital Bremerton
• Provide medical care, treatment, and health education to service members and their families.
• Conduct patient assessments, obtain medical histories, and perform vital signs measurements.
• Assist Navy physicians, nurses, and other healthcare providers during medical procedures and treatments.
• Administer medications, immunizations, and intravenous therapy under supervision.
• Perform laboratory tests, collect specimens, and assist with diagnostic procedures.
• Maintain patient records and medical documentation.
• Deliver emergency medical treatment in the field, including hemorrhage control, airway management, and trauma stabilization.
• Assist in preventive medicine, sanitation, and health promotion programs.
• Operate medical equipment and maintain supplies, ensuring readiness for both peacetime and operational deployments.
• Provide training in first aid and lifesaving techniques to Sailors, Marines, and junior corpsmen. Autajon USA
IT Systems and Network Administrator
July 2023 – April 2024
Overall IT Systems and Network Administrator for West Coast sites. Ontario (Zapp) and Corona (Thoro).
• Ensuring both sites are 100% compliant with IT Service Management processes and ITIL best practices.
• Identifying areas for service improvement and making recommendations to the IT team.
• Managing incidents, problems, and service requests and ensuring that they are resolved in a timely manner.
• Ensuring that IT services are aligned with the overall business strategy and objectives.
• Managing relationships with external service providers and vendors to ensure that services are delivered in accordance with SLAs.
Classified - Confidential
• Service Level and Delivery Management
• Stakeholder Management
• Budget Management
YONDU INC
ITSM Service Delivery Manager
January 2021 – July 2023
• Managing Service Level Agreements (SLAs) and ensuring that service levels are met or exceeded.
• Identifying areas for service improvement and making recommendations to the IT team.
• Managing incidents, problems, and service requests and ensuring that they are resolved in a timely manner.
• Working with the IT team to ensure that new services are delivered in accordance with best practices and meet the needs of the business.
• Providing regular reporting and performance metrics to the business and IT stakeholders.
• Managing relationships with external service providers and vendors to ensure that services are delivered in accordance with SLAs.
• Managing the IT budget and ensuring that IT services are delivered in a cost-effective manner.
• Ensuring that IT services are aligned with the overall business strategy and objectives.
• Developing and maintaining a comprehensive understanding of the IT infrastructure and service delivery processes.
COCA-COLA BOTTLERS BUSINESS SERVICES
Senior I.T. Infrastructure Analyst
July 2014 – Nov 2020
As the Lead Infrastructure Senior Analyst of I.T. Service Management (ITSM), the primary responsibility is to work alongside global I.T. counterparts delivering effective infrastructure services to Manila office supporting shared service operations.
Primary Contributions
● Provide stability and reliable network infrastructure as the core requirement of the business
- Ensures maintenance schedule is delivered on time (Cisco Equipment and Nortel CS1000)
- Applied corrective maintenance based on recommended practices
- Evaluated network performance issues including availability, utilization, throughput, and latency.
- Maintained network performance by performing network monitoring and analysis, and performance tuning; troubleshooting network problems; escalating problems to vendor.
- Planning and executing the selection, installation, configuration, and testing of equipment; defining network policies and procedures.
- Provides technical solution ensuring high availability as well as security of company's infrastructure services.
Classified - Confidential
● Established inter-domain access and direct connectivity to legacy applications and SAP systems from major clients (Coca-Cola Bottlers Philippines, Coca-Cola Far East Ltd., Hindustan Coca- Cola Beverages Pvt. Ltd., Coca-Cola IndoChina Bottlers)
● Maintained comprehensive network connectivity with major client sites and cloud service providers
(Rackspace US, Virtustream US, Dimension Data South Africa)
● Introduced the IT Roadmap anchored on strategic view of optimization by creating the trusted & reliable information solutions, with greater accessibility of business information and Increased workforce productivity
● Delivered technical projects based on strategic view and business requirement
● Managed Nortel CS1000 IP Telephony System
● Managed IT services for multiple domain of major clients.
● Managed overall Microsoft Azure infrastructure resources
● Work closely with The Coca-Cola Company service vendors for any issues and service request which the business has required and encountered.
● Delivered technical support on global infrastructure projects to achieve business objectives
● Managed to maintain network availability to maximum of 99%
● Maintained an impressive SLA percentage of 99% on all incidents handled from 2014 till present.
● Largely contributed on the ITSM service request and incident management process.
● Acts as the point person to oversee external vendors to ensure that service agreements and deliverables are met.
● Supervises day to day activities of in-house technical support provided by Phil-Data and ensure service processes are followed
● Acts as the point person on creating new service agreements and renewals with external vendors.
● Designated as the IT fixed asset officer in the organization BPSOURCE INC.
Infrastructure Lead /
IT Systems & Network Administrator
May 2012 – June 2014
● Plans, organizes and directs the information technology program in conformance with established Company processes and policies
● Reports directly to the CEO and Managing Director.
● Managed a team of Desktop Support Analysts
● Network Support and Management
- Network Planning
- Server Management
● Network Account Management
- Controls the creation, modification and deletion of all types of IT accounts such as e-mail, server-access, physical access
Classified - Confidential
● Hardware and Software Management
- Periodically evaluate the conditions of all hardware and software in the company and create a recommendation.
- Create and submit procurement plan annually or whenever necessary based from forecasted headcount.
- Checks the specification recommendation of the team for all acquisition request
- Ensures enough quantity of all equipment and devices such as laptops, desktops, routers, power supplies, phones, pc peripherals, etc
- Ensures working condition of all equipment and devices such as laptops, desktops, routers, power supplies, phones, pc peripherals, etc
- Ensures the execution of scheduled maintenance
- Monitors all application and OS licenses and ensures that ample quantity is available.
● Repository and Database Management
- Ensures that entire team follows the scheduled back-ups and updates of database, trackers, files, reports and directory list file.
- Ensure and Secures Data back-up container.
- Monitors the Database and server usage.
● Information Security Management
- Owner of Information Security Guideline of the company
- Ensures the complete execution of all InfoSec Guidelines and reports any violation to HR.
- Periodically reviews the content of the InfoSec Guidelines and propose any necessary changes or improvements.
● Team Performance Monitoring and Improvements
- Conduct periodic update of team performance against the SLAs and KPIs and formulate action items if necessary.
- Conduct periodic member performance evaluation and formulate improvement plan if necessary.
- Propose process and metrics improvements for the team.
● Updates and Reports
- Submit periodic report to management on team’s activities, issues and plans
● Performs other functions which may be assigned by the CEO from time to time. LBC EXPRESS INC.
IT Support Engineer
March – April 2012
● Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, repairs and configuring systems and applications. (Ex. LBC Software, Operating System, Antivirus etc.)
● Monitor and test fixes to ensure problems have been adequately resolved.
● Provide timely and effective follow-up/feed-back to end users for any problems, issues and/or requests.
● Incharge of software updates, drivers, knowledge bases, and frequently asked questions
(including resources with vendors and/or on the Internet to aid in problem resolution) and share it to the technical group (Area I.T ‘s/ Express I.T.)
● Identify, recommend, develop, and implement end user programs to increase computer literacy and self-sufficiency.
Classified - Confidential
● Enforce I.T. policies and procedures for all LBC Branches.
● Ensure that all LBC Branches’ systems are updated. (POS version, Bills express version, Data Sending)
● Ensure 100% connectivity on all branches by all means.
● Inventory of all computer parts and accessories issued to branch for future use.
● Maintenance of all technical equipment issued to branch and head office.
● Manage network cabling and configuration.
● Supports on-site or by phone.
AVIATION CONCEPTS INC.
Jetstar Airways Australia
Maintenance Data Management Officer
November 2010 – May 2011
Company Profile: Aviation Concepts is located in the Asia Pacific region and provides private jet charter, aircraft sales and acquisition, business aviation consulting and aircraft management services to companies and individuals.
● Includes distributing incoming maintenance documents by aircraft registration number and subsequent data input into TRAX maintenance and engineering computer system for Jetstar Airways.
● Cataloging complete data into appropriate aircraft index; coordinating with all maintenance and engineering departments; updating maintaining and archiving current and historical documentation of aircraft and defect reports; daily coordination and verification of aircraft times and cycles between finance and maintenance programs.
● Provides technical data support to engineering, planning, scheduling, maintenance, quality assurance, reliability, aircraft acquisitions and conversions. LUFTHANSA TECHNIK PHILIPPINES
IT Support Engineer
March 2007 – November 2010
Company Profile: A multi-national company providing aircraft maintenance, repair and overhaul services to airline operators around the globe.
● Involved in the company’s support offices as an Information Technology Department personnel who provides technological services and over all support for more than 2,000 users and over 1,000 workstations:
● Maintains, analyzes problem, troubleshoots, and/or repairs desktop or laptop computer systems and hardware peripherals.
● Conducts preventive maintenance on PC’s and other computer related equipment such as monitors, printers, scanners, and other devices.
● Installs and configures company standard software and/or applications to all desktop computer or user workstations.
● Performs engineering works such as minor electrical, voice/data cabling, and other technical items related to data communication, telecommunication and desktop computing.
● Performs desktop systems upgrades or replaces hardware and software systems. Classified - Confidential
● Assists in the installation and configuration of data and telecommunication equipments or facilities.
● Performs user second level support system and hardware related issues.
● Completes records and/or documents all desktop computer configuration and all desktop computing related problem issues and resolution.
● Keeps abreast of technical developments and improve technical skills.
● Providing end-user support for telephonic and remote desktop sessions.
● Administratively manage user accounts, e-mail accounts, file transfer, add/remove devices or add/remove applications.
● Constantly prioritize job orders and complete tasks within a minimal turnaround time (TAT).
● Working with vendors and other computer support to ensure smooth running of the IT department and user computers or other computer related peripherals.
● Maintains passwords, data integrity and file system security for the desktop environment.
● Repaired and updated telephone equipment.
● Troubleshooting physical cable connections or port distributions for data and voice network.
● Installation of TRAX maintenance (Lufthansa Technik’s Enterprise Resource Planning System) and deployment for updates or upgrades of the company’s main system. AIRMAN Installation and utilization.
House Resource Development Pvt. Ltd.
Office Staff
January 2005 – June 2006
● AutoCAD Designer of House Model for Export to Japan
● Achieved 6 consecutive months being the Designer of the Month
● Other ad-hoc tasks as required
EDUCATION
Bachelor of Science in Information Technology
San Sebastian College Recoletos - Cavite City, Philippines 2000 – 2004
PROFESSIONAL DEVELOPMENT
Effective Project Management
Coca-Cola Bottlers Business Services
April 2015
Information Security Overview
BPSource Inc
September 2013
Vulnerability and Risk Assessment
BPSource Inc
September 2012
Fortigate Firewall Implementation
Lufthansa Technik Philippines
May 2008
Classified - Confidential
Sophos Enterprise Console Management
Lufthansa Technik Philippines
January 2008
CISCO ISR, Layer 2 & 3 Implementation
Lufthansa Technik Philippines
March 2008
Desktop Management & Corporate Support
Lufthansa Technik Philippines
March 2007
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