Global IT Operations Leader with 10+ Years Experience

INIGO LUIS LORENZO C. ESCALANTE

Parañaque City, Philippines +639**-***-**** **************@*****.*** linkedin.com/in/inggo SUMMARY OF QUALIFICATIONS

Seasoned Senior Manager with 10+ years of leadership in Global IT Operations, specializing in Service Desk Management, Client Engineering (Intune, Jamf), and end-to-end Fleet Management.

● Proven track record of scaling team capability and capacity to meet global demands by implementing efficient technology, process improvement, automation, and people development.

● Adept at implementing scalable IT service models, enhancing end-user experience, and driving operational excellence through ITIL-aligned processes and a strong customer-first mindset. CORE COMPETENCIES

● Relationship Management (People, Stakeholder and Vendor)

● Global IT Operations Strategy

● IT Service Management (ITSM/ITIL~v4)

● End-User Computing & Client Engineering (Intune, Jamf Pro)

● Service Desk Transformation & Performance Metrics

● Device Lifecycle Management (Procurement to Decommission)

● Cross-Regional Team Leadership

● Vendor & SLA Management

● Automation & Process Optimization

● Budgeting & Cost Control

● IT Compliance & Security Standards

WORK EXPERIENCE

Stanley 1913/iSWerk (2022 –2025)

Senior Global IT Operations Manager

● Strategically led and managed a global Service Desk team utilizing a 'follow-the-sun' model to provide 24/7 enterprise support across all regions.

● Architected and scaled the Philippine-based IT Services division, developing multi-shift capability to provide comprehensive, round-the-clock timezone coverage.

● Established a dedicated Client Engineering and Fleet Management team, driving operational excellence by focusing on ITSM tools (Atlassian, JamF) and End-User Compute configuration.

● Contributed to Service Strategy and design by implementing an efficient hardware fleet management standard, expanding the team's technical capability. SuperStaff/Benco (2019 – 2022)

Enterprise Application Development Manager

● Directed the full lifecycle of application development by leading four distributed Agile sprint teams (32 members) composed of developers, QA testers, project managers, and business analysts across the US and Philippines.

● Drove business growth by developing systems that supported sales campaigns and implemented efficient, client-facing e-commerce technologies to enhance the customer experience.

comGateway (2018 – 2019)

Chief Technology Officer (CTO)

● Established and directed the company's technology strategy, overseeing the internal development and operations of the core business platform, including freight forwarding, CRM, and Warehouse Management System (WMS).

● Drove cultural and operational transformation by introducing and implementing the Agile methodology company-wide, increasing the efficiency and speed of product delivery.

● Spearheaded the organization's cloud transformation roadmap, partnering with consultants to prepare the entire on-premise environment and develop the strategy for a future migration to AWS/Azure.

Lazada (2016 – 2017)

Regional IT Operations Manager

● Directed all in-country IT operations, including the Corporate IT Manager, Warehouse and Logistics IT Manager, and Call Center Operations IT Manager.

● Ensured continuity and scalability of the entire local IT ecosystem (IT Ops, Infra, Logistics support) during a period of intense, rapid company growth. GHD PTY LTD (2012 – 2016)

Global IT Service Manager

● Led a major organizational change to designate the Philippines as the global first point of contact for IT support, optimizing global service delivery.

● Scaled the team capacity from 16 to 105 personnel and expanded service channels (chat and voice), including the implementation of necessary call and chat queuing systems. DuPont (2005 – 2012)

Help Desk Manager / e-Learning Team Leader

● Managed and supported the local IT Help Desk operations, reporting to both the IT Country Leader and Global IT Operations managers based in the US.

● Led the e-learning team in the Philippines, successfully developing and training seven (7) e-learning specialists that generated annual sales of over $3 Million in revenue. EDUCATION

● Asia Pacific College – Makati City

Coursework toward B.S. Computer Science, Network Engineering (1999–2002)

● San Beda College – Manila

Coursework toward B.S. Accountancy (1996–1999)

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