Project Management, IT Infrastructure and IT Operations Management

ANTONIO B. RICAFORT

(Globe/Viber/WhatsApp) 091*-******* / (Smart) 099*-******* • *****.********@*****.*** https://www.linkedin.com/in/antonio-ricafort-itil-4-7bb18b5/ Personal statement

Results-oriented and customer-focused, and experienced in global and multicultural work environments. Primarily focused on IT operations and infrastructure and IT project management. Comprehensive knowledge of a wide array of hardware and software combined with outstanding interpersonal, strong management and leadership skills. Proven ability to communicate effectively with both technical and non-technical personnel from end-users to senior management.

Technical / non-technical skills

Project Management (Waterfall, Agile/Scrum), IT Operations and Infrastructure management, IT Asset management, Vendor management, IT Service Management (ITIL 4), Data Privacy Act of 2012 (RA 10173), Information Security Management (ISO 27001), Database/Systems/Network Administration, Software Development Life Cycle (SDLC), Windows and Linux servers, SAP (FICO/MM/SD/PP), Point of Sale, M365, MS Azure, MS Project, M365 Defender, Google Workspace, Workday, ServiceNow, Fresh Service, Jira, Motadata, Avaya and Ameyo dialer, Monday.com, Kaspersky Antivirus Software, McAfee Endpoint Security, BackupExec, M-Files (DMS), Verdant, BCP/DR, CMDB, Hyper-V, MS Exchange, Application Lifecycle Management (ALM), WAN, LAN, WLAN, Cisco AnyConnect VPN, Pulse Secure VPN, MFA, Firewall, Router, L2/L3 switch, RAID, RFID, Barcode, Biometrics, SAN / NAS, Cloud-based Telephony, IP-PBX and CCTV Decision-making, Critical Thinking, Proactive and Results-driven, Customer-oriented, Resourceful and Practical, Problem-solving, Teamwork, Adaptive to change, People-management, Can-do-attitude and Coaching/Mentoring Work history

PAYNAMICS TECHNOLOGIES INC. Makati City May 2025 – Sept 2025 Service Desk Manager - Fintech

Managed day-to-day activities for the Level 3 (L3) technical support team, including incident and problem management.

Oversaw a technical support team of code developers.

Led collaboration among L1/L2 support, application, QA, DBA, and CAD teams.

Revised the Jira ticket system by implementing custom fields for merchant name, root cause, corrective action, payment channel, payment methods, and error codes. This initiative significantly streamlined incident resolution and enabled targeted analytics, directly improving data quality and accelerating root cause analysis to enhance the overall IT Service Management framework.

Managed the incident lifecycle from investigation to resolution.

Ensured timely service delivery compliance with SLAs/OLAs, and proper issue prioritization.

Developed knowledge management resources (Known Error Database) for the technical support team.

Tracked and reported on Level 3 (L3) key performance metrics.

Composed incident report (IR) as requested by merchant.

Prepared and presented reports for the executive committee as required by the Chief Information Officer. NEARSOL PHILIPPINES Pasig City Feb 2024 – Feb 2025 IT Manager - BPO

Managed IT projects, including the design and deployment of new IT systems, infrastructure, and services to reduce redundancies and costs

Managed level 1 IT support team (2 team leaders and 5 IT Specialists) and supporting LOBs covering APAC and US time zones.

Monitored and further developed the existing IT infrastructure, including new cloud-based systems and its processes

Analyzed business requirements by working closely with IT Director across the business to provide competent solutions.

Worked closely with HR to ensure timely deployment and retrieval of IT assets during onboarding and offboarding process

Communicating with internal stakeholders on IT-related issues

Ensure security of data, network access and backup systems

Planned and execute technological changes effectively considering the business output requirements and provide training if necessary

Monitored and maintain IT assets and information security

Managed annual IT budget (CAPEX and OPEX) ensuring budgets are adhered to ensuring cost-effectiveness

Ensure delivery of hardware, software and all other IT equipment for business requirements in a timely manner

Participated in all critical and high bridges when they occur, and drive expedite resolution to issues that impact the business.

Collaborated with vendors and contractors for leasing IT equipment and project implementation.

Prepared executive reports and ad-hoc reports as required by the IT Senor Leadership. ECOLAB PHILIPPINES, INC. Muntinlupa City Dec 2022 – Dec 2023 IT Regional Project Manager - Manufacturing

Managed SAP EBS deployment for Wave 2 (SEA) and Wave 3 (ANZ) Projects for Asia Pacific Region. These involve wireless networks and warehouse management equipment (RF scanner and label printer) deployment, working with the Asia Pacific business owners, vendors and various IT teams to ensure all requirements are documented, agreed and innovative solutions are implemented within approved budgets and timeframes.

Coordinated and tracked progress to provide project updates to the leadership through weekly meeting.

Managed project budgets, tracked expenses, and ensured financial objectives were met.

Provided support for the EBS delivery within the Asia Pacific Region

Provided reporting to the leadership on status.

Chaired and record the minutes of the weekly EBS meeting ensuring specific tasks are being completed as agreed.

Oversaw IT Infrastructure implementations, upgrade or revise projects as agreed with the project team.

Managed and tracked projects using the MS Teams and Azure DevOps project management platform.

Participated in the hypercare postmortem deployment. COLLINS AEROSPACE Tanauan City Feb 2021 – Dec 2022 Digital Technology Delivery Lead - Manufacturing

Managed the Site Support team based in the Philippines and supporting over 2,000+ end-users in China, Japan, South Korea, Taiwan, and the Philippines.

Supervised level 2 site support team using ServiceNow and ensure the team meets the defined Service Level Agreement (SLA) and Key Process Indices (KPIs).

Reviewed, analyzed and follow-ups on ticket-based Customer Satisfaction Score (CSAT) result in maintaining the performance of Site Support team and to drive continuous improvement.

Monitored the accuracy of IT assets using ServiceNow-CMDB. There are more than 5,000-line items stored in the database.

Coordinated with internal and external auditors (i.e., RTX, eSOX, PwC etc.) to ensure the policies, processes and procedures are following RTX standards and practices.

Formulated and implemented DT local policies and procedures in compliance with RTX standards.

Liaised with stakeholders on IT solutions required to meet business objectives. Oversaw implementation of DT infrastructure supporting business expansion in Japan, Shanghai China, Taiwan and South Korea.

Worked closely with the DT Site Delivery Manager to deliver superior service and improve customer experience.

Oversaw the implementation of various sites and corporate DT projects including M365 deployment, Windows 10 upgrade, PC refresh, IT asset and Wireless refresh, Conference room modernization (WOTF), XDM and YSoft

(FujiFilm MFPs), VOIP migration to cloud, Local apps migration to enterprise servers and Smart Manufacturing.

Participated in the review, approval, and implementation of new policies, projects, and activities supporting the different business units.

Reviewed and analyzed the monthly verdant vulnerability scan report and collaborated with different DT teams to provide the necessary fix.

Prepared and reported the DT Monthly report to Executive Leadership Team (ELT) B, A, G, ELECTRONICS INC. Binan City May 2018 – Dec 2019 IT Manager - Manufacturing

Supervised system administrator, technical support specialist and software developers.

In charge of IT infrastructure, in-house developed applications and systems, WAN, WLAN, VPN, LAN, PBX, SAN / NAS, UPS, Firewall, Physical and Virtual Servers, Antivirus Software, Desktop Management and

Ticketing System, AD/DNS/DHCP/GPO, MS Exchange, SAP FICO/MM, MS Azure and on premise/offsite backup.

Supported outsourced software like Timekeeping and Payroll systems and Tracking and Verification System

(TSV).

Built relationships with vendors and technology partners and created cost efficient contracts.

Oversaw various software development projects from start to completion including PR-PO system, small parts and Tools monitoring and inventory system and TSV upgrade.

Improved uptime of servers and networks by implementing High Availability (HA) using SAN storage system and fully redundant network

Formulated and implemented policies and procedures in compliance to RA 10173 and ISO 27001

Determined the cost, timeline, and scope of each of the projects.

Managed proper budgeting/spending and support the planning and purchasing of the required IT assets as well as the correct usage of hardware and software according to corporate standards.

Coordinated with internal and external auditors to ensure that IT policies, processes and procedures are following the company’s goals and objectives.

Monitored and reviewed all IT related contracts, subscriptions, and licenses to ensure unhampered support and services.

Participated in weekly Mancom meeting, and monthly virtual meeting with counterpart in Germany and China

Performed an annual performance evaluation for IT personnel with reference to their individual and department KPIs

TECH MAHINDRA LTD. Taguig City Sep 2017 – May 2018 Network Operations Manager - MSP

Led a team of Network engineers (7 L1s and 21 L2s) and System administrators which cover multiple sites including Makati, Mandaluyong, Taguig, Cavite, Cebu, Bacolod, CDO and Davao.

Monitored and maintained network connectivity (WAN, WLAN and LAN), bandwidth utilization, CPU/memory/disk utilization and uptime of all network devices such as routers, switches, firewalls, load balancers, WLC/AP, AD, DHCP and DNS servers for corporate and remote offices including 250+ stores nationwide connected via MPLS

Performed staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required.

Oversaw 24/7 Network Operation (NOC) and Datacenter Operation (DCO)

Managed and monitored CMDB to ensure the information is timely and accurate.

Prepared, consolidated and analyzed weekly, monthly and annual team performance reports

Attended walkthroughs, weekly and monthly MANCOM meetings

Ensured the operation was following all internal targets (such as SLAs, project deliverable and team performance metrics) and ensured timely communications to all concerned parties and stakeholders with respect to issues of non-compliance.

Coordinated with internal and external auditors to ensure the configuration of all network devices are in adherence to the policies and procedures of our client.

Participated in all critical and high bridges when they occur and drive expedited resolution to issues that impact the business using logical troubleshooting to identify and rectify issues.

Managed relationship of our client and ensure that all incidents and service requests are resolved and fulfilled respectively within SLA

In charge of knowledge transfer and transition of network operations to the incoming service provider 2GO GROUP INC. Manila City Sep 2012 – Aug 2017

Systems Manager – Shipping and Freight

Implemented and administered BASSnet Fleet Management System (i.e. HR crewing, PMS, inventory, procurement and projects) to Ship Management Division head office and 14 vessels (Cargo and Passenger/Cargo)

Developed and implemented several policies and procedures, training materials and business process flows

Administered applications, antivirus software, backup (backup exec 15) and database (MS SQL 2008) servers

Responsible for the installation, deployment and maintenance (patch update) for servers and workstations

Created and maintained the Marine engine spare-parts master database

Prepared yearly budget (CAPEX and OPEX) and monitored versus actual expenses

Performed desktop troubleshooting using remote access tools including TeamViewer, Logmein, Aventail and RDC

Responsible for the evaluation and procurement of servers, desktops, software and other related devices

Designed, configured and implemented network infrastructure (LAN/WLAN) per vessel.

Spearheaded the integration of Oracle R12 (corporate ERP) and BASSnet to link inventory, expense and accounts payables (A/P)

Conducted training sessions for executives, managers, vessel officers, technical superintendents, buyers, and office staff

Facilitated various projects and communicated progress to sponsors, stakeholders and project team

Managed and monitored ticketing system to ensure successful and timely closure of escalated customer complaints.

Provided weekly and monthly KPI reports to SMD-VP to monitor the performance of individual vessels. Antonio B. Ricafort

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XSYS INC. Muntinlupa City Jan 2006 – Aug 2012

Sr. IT Project Manager - IT

Managed implementation and support of web-based and mobile projects using the .NET framework, MS SQL Server 2005, Oracle 10g, MySQL databases and Windows 2003 server

Interfaced with sponsors and stakeholders to gather requirements and identify functionalities that the project must accomplish and support, and key performance metrics

Managed multiple projects using MS Project and agile methodology from inception to transition. Provided constant project progress updates to sponsors and stakeholders

Determined project cost, duration and scope with the coordination of project team leader and domain experts

Created project schedule based on work breakdown structure (WBS), available resources, complexity of project and customer deadlines

Identified project risks and developed corresponding contingency plan and procedures to ensure timely delivery

Created and implemented policies, procedures, and training materials

Performed an annual performance appraisal for all direct reports. Education

UNIVERSITY OF MAKATI (formerly Makati College)

Bachelor in Industrial Computer Systems Engineering, 1984 - 1988 Certification

ITIL 4 Foundation, December 22, 2021 – Axelos Global Best Practice Training

Applying Project Management in Technology-Driven Initiatives, Structured Systems Analysis and System Design and Implementation, MS SQL Server, Oracle, Powerbuilder, MS Exchange, Network Design and Implementation, Unix, Cisco Network Administration, BASSnet Fleet Management systems, MS Office 365, G-Suite (Google Cloud), MS Azure, Checkpoint Firewall Administration, Time Management, Effective Coaching Workshop, Customers come first, Secrets of Powerful Oral Presentation (Workshop) and 7 Steps in Problem Solving, Basic Occupational Safety and Health

(BOSH), Application of Hazards, Identification, Risk Assessment and Control (HIRAC), Foundations of Leadership, Developing Critical Thinking Mindset, SAP (FICO/MM/SD and PP), Scrum (Basic and Advanced) Antonio B. Ricafort

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