IT Manager: EUC & Service Delivery Leader

Phillipp Esguerra

IT Leader Infrastructure, EUC & Service Delivery

****.********@*****.*** • +63-998-***-**** • Marikina, Philippines • Place of Birth: Manila • Filipino PROFILE

Analytical and solutions-oriented IT Manager with more than 15 years of experience guiding teams and companies with proven expertise on improving business processes and breaking things down to simplify and resolve. Successful in bridging the communication gap among business and technology groups. EMPLOYMENT HISTORY

End User Compute Lead (Lead, EUC)

Orica GBS, Pasig City

October 2023 – present

● Led a multidisciplinary team of Specialists supporting 12,000+ Intune-enrolled devices and users globally, within Orica's Global Business Services (GBS) organization based in Manila.

● Managed daily operations of Orica's end-user computing fleet and Microsoft 365 environment, with operational governance over Collaboration services (Exchange Online, Teams, SharePoint, OneDrive), Intune, application packaging, and patching.

● Owned application packaging and deployment for internal and third-party applications; automated third-party patching using Patch My PC, reducing manual remediation effort by more than 50%.

● Drove patch governance and OS migration programs (Windows 10/11 sunset), reducing End-of-Life device exposure by 33% in a single month while sustaining security patch compliance above 95%.

● Acted as Incident and Change Manager for changes within the EUC environment, serving as the main escalation point for complex issues requiring coordination across multiple stakeholder groups, including enterprise-wide O365 service incidents.

● Supported growing SharePoint adoption across the organization, including storage quota management, site restructuring, migrations, and access/sync troubleshooting.

● People-managed and mentored Specialist Operations staff, providing direction, coaching, and performance support; coordinated team rosters and operational reporting.

● Identified rinse-and-repeat manual activities and drove automation initiatives via ServiceNow and Patch My PC to improve operational efficiency and resolution time.

● Delivered monthly IT Control Posture Reports and IT Fact Base updates to IT leadership; presented EUC operational changes to the Change Advisory Board (CAB), influencing decisions on technology adoption and risk management.

● Supported SAP application stability by establishing a structured pre-deployment testing process using dedicated test machines before rolling out EUC updates to the SAP user base.

● Maintained up-to-date knowledge base articles and process documentation; initiated quarterly brown bag sessions to drive knowledge sharing and operational alignment.

● Served on the NSAR board, contributing to broader governance and risk management initiatives across the organization.

LINKS

LinkedIn Profile

SKILLS

• System & Infrastructure

Implementation and Administration

• Helpdesk / Service Desk

Management

• Technical Specifications and

Documentation

• Team and Project Management

• Network, Systems Security and Audit

• Policy Planning & Implementation

• Overall IT and People Management

LANGUAGES

English

Highly Proficient

Filipino

Native Speaker

TRAININGS & CERTIFICATIONS

• Orica Frontline Leadership Program -

April-May 2026

• MD-102: Endpoint Administrator

training - Jan 2026

• MS-102: Microsoft 365 Administrator

training - Feb 2026

• Azure Administration Essential

Training - Oct 2024

• Advance mobile endpoint

Management with Intune - Oct 2024

• Administering O365 and Intune -

October 2024

• Lean Six Sigma White Belt — Sept

2023

• Data Privacy Officer Cert. (PH) —

Apr 2021

• ITIL4 Foundation — Feb 2020

(PASSED)

• Agile Fundamentals (Scrum &

Kanban) — Apr 2020

• Project Management 101 — Aug

2022

• Data Protection Officer Training —

2019

• Fortigate Firewall Admin, Udemy —

Jul 2019

• AWS Technical Essentials — 2018

• AWS System Operations — 2018

• Google G Suite Fundamentals —

2018

Regional Lead, IT Service Delivery

Delivery Hero Philippines (foodpanda), Taguig City November 2023 – September 2024

Leads and manages the ITSD function within designated foodpanda markets as part of the Enterprise Technology Services (ETS) team, collaborating with global and regional ETS teams to ensure consistent service standards.

• Establishes communication channels for service requests; develops local business continuity plans.

• Supervises ITSD professionals, sets performance goals, conducts evaluations, and supports career development.

• Oversees incident and problem resolution to meet SLAs; leads ETS projects to meet timelines, budgets, and objectives.

• Manages vendor relationships, monitors performance, and ensures contract compliance.

• Works with InfoSec teams on security awareness, addresses breaches, and collaborates on audits.

• Assists in developing and monitoring the ETS budget; participates in hiring and training.

• Builds stakeholder relationships; conducts meetings to understand IT needs and align services accordingly.

• Led and completed the IT Asset Management project consolidating the organization's hardware asset register into SnipeIT, capturing warranty details, ownership, and location data to enable centralized, audit-ready asset tracking.

• Used asset register data to identify out-of-warranty machines across the region; led budgeting and stakeholder meetings to secure replacement budget approval across Bangladesh, Pakistan, Vietnam, Philippines, Cambodia, Laos, and Thailand.

Corporate IT Manager

Carousell Philippines (formerly OLX Philippines), Pasig City October 2016 – October 2023

OLX (Oct 2016 – Mar 2019): Head of local Business IT reporting to the Global Business IT Director in Berlin. Led the Philippine Business IT team; responsible for all aspects of IT, communications, AV technologies and corporate business applications. Oversaw global information security program including audit and data privacy.

Key Projects (OLX):

• Led network infrastructure upgrade in compliance with security audit findings.

• Implementation and deployment of Okta across all offices.

• Configuration, implementation and deployment of ServiceNow for all offices.

• Automation and API solution testing and configuration of BOOMI. Carousell (Apr 2019 – Oct 2023): Head of Global Business IT for 7 physical offices. Led a team of 5; ensured implementation of IT guidelines and policies; coordinated M&A transitions.

Key Projects (Carousell):

• Physical office transfers in Singapore (2022), Taiwan (2022), and Hong Kong

(2021).

• Zero trust implementation using Cloudflare (2022).

• Established 3rd party IT support for all physical offices as backup coverage

(2022).

• Implemented cybersecurity training program for the Carousell Group

(2021-onwards).

IT Service Desk Manager

China Online Innovations, Inc. (51talk.com), Pasig City January 2016 – September 2016

Managed 4 sites (3 in Ortigas, 1 in Baguio). Led and implemented policies for systems operations and development; met with managers on requirements, costs and timelines.

• ServiceNow: Incident, Problem &

Change — 2015

• ITIL V3 Foundation — 2011

• Unix/Linux System Administration —

2011

• ConnectWise PM, SE & SM

Certifications — 2011

• LabTech RMM Training — 2011

• MS Windows 2003 DNS, AD & GP

— 2004

• Basic Linux/Unix + Networking —

2004

• MS Exchange 2003 Implementation

— 2004

• CCNA CND1 & CND2 Bootcamp —

Mar–Apr 2006

• Accounting for Non-Accountants

(Toyota) — 2007

• Leadership Training Seminar

(Toyota) — 2007

• Project Management Seminar (Davis

Langdon) — 2008

• LADESK chat+ticketing system for 5,000+ home-based teachers.

• Sourced, configured and turned over 2 physical servers for critical apps to PLDT/VITRO managed hosting.

IT Helpdesk Manager

Lafarge Cement Services / Republic Cement and Building Materials, Taguig City July 2013 – January 2016

Reported to the Business Systems Manager under Shared Services. Developed and led helpdesk professionals to deliver excellent technical support; managed all procedures for end-user request resolution.

• Symantec Altiris Client and Asset Management System.

• VMware vSphere 5.5, Spiceworks helpdesk ticketing, Veeam backup with NAS on all cement plants.

• SharePoint Foundation, VMware vCenter, Riverbed Cascade Virtual Edition.

• Onsite and offsite backup management; ad-hoc reports for production and sales.

IT Manager

EZY Service Center Corporation, Pasig City

October 2012 – June 2013

Co-managed IT infrastructure across Australia, Vietnam and the Philippines. Pioneered cloud-based services on Telstra including Windows 2008 RDS, Exchange 2011, SharePoint 2010, AD. Managed 2 Mitel VoIP controllers with 150+ IP phones; led a team of 3.

IT Manager

Technidata Incorporated ROHQ, Makati City

January 2010 – October 2012

Directed Infrastructure Division operations including hardware, software, network, telephone and computer systems. Identified, developed and implemented cost-effective technology solutions; provided complex administrative support to the Global Infrastructure Manager in France.

EDUCATION

BS Computer Science

AMA Computer University, Quezon City

May 1997 – May 2001

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