IT Infrastructure & Operations Manager
Resume:
ARIEL D. SALDIVAR, CLSSYB
**C B*, CALIFORNIA GARDEN SQUARE CONDO, DM. GUEVARRA STREET, HIGHWAY HILLS, MANDALUYONG CITY, PHILIPPINES
**************@*****.***
QUALIFICATION SUMMARY (Relative to Role application)
A Senior Manager, Head of IT Infrastructure & Operations, and Consultant over 10 years leading operations, infrastructure, and network support services, including network, data centers and DR sites operations. Responsible for overseeing the daily operations of the IT Infrastructure, systems, and services support. Ensures stability, performance, security, scalability, availability of IT resources with utmost uptime and minimal downtime while overseeing technical teams in supporting business objectives in coordination with the stakeholders. Conducts and monitors annual IT budgeting, negotiate and manage vendors respective deliverables and SLAs are on schedule and within budget. Supervises and monitors fulfillment of OLAs in support of end-user demands aligned with ITIL best practices. Drives team development and continuous improvement, while leading infrastructure modernization—(eg. transitioning from physical servers to virtualized, then-to-cloud (IaaS/SaaS, PaaS) environments)—and ensuring high availability through resilient network design, redundancy, and real-time data replication. Lead and develop policies, procedures and guidelines to ensure compliance and mandatory regulations, and support IT personnel career growth and development.
An IT Manager and Project Manager of nearly 20 years that offers technical advice/recommendation to Executives and stakeholders. Execute major infrastructure and system projects (e.g. design and monitors full commission and delivery of data center, network, and call center infrastructure projects). Ensured software licensing compliance and adherence to regulatory requirements. Instituted and developed an electronic data management recording system to streamline business processes in preparation of account billings, receivables, and payment disbursement. Introduced service support ticketing system to properly manage and upscale quality of service of IT personnel in resolving and closing of end-users request. Designed and executed multi-layered protocols on system and data resiliency on critical system applications to support offline/remote operations in a 24x7-zero downtime business servicing environment. Managed vendors and 3rd-party partners, oversees IT staff onboarding and career development, and handles annual IT budgeting and CAPEX/OPEX cost optimization. Lastly, manages cross functional activities to establish business requirements into technical requirement to support software development and service delivery.
A Systems developer, an Analyst and Architect over 15 years for manufacturing, banking and finance, insurance, medical hospitals and clinics, and Healthcare (HMO), leading the development, continuous improvement and maintenance of core applications in operations for HR (HRIS, Payroll-with banking integration, Leave Credits, and Loan Management), Accounting (GL, Bank Recon, AR & AP) system, Sales and Inventory, Point-of-Sales, CASA, Credit Card Management, ERP systems for HMOs with integrations to 3rd party vendor thru POS Terminals for Membership Eligibility, and thru 3rd Party Payment Gateways, Account-to-Member Medical Billing and Reimbursement transaction monitoring and management, Patient Approval and Reimbursement transactions, Medical Patient Information System, ICT Annual Budget monitoring system to name a few.
SKILLS/COMPETENCIES:
IT Operations & Governance Management (24 yrs)
IT Asset and Vendor Management (24 yrs)
People Development & Talent Management (22 yrs)
Change Management & Tech. Enablement (28 yrs)
Customer Service Management (28 yrs)
IT Infrastructure Management (15 yrs)
IT Systems Management (15 yrs)
IT Security Management (24 yrs)
Data Center Operations and Management (12 yrs)
ITIL Practitioner (15 yrs)
IT Project Management (23 yrs)
IT Strategic Operations Leadership (24 yrs)
OPERATION MANAGEMENT TOOL:
Windows Systems and Administration (Windows, Citrix, VM Ware)
Database Administration (Oracle, MS-SQL)
Unix/Linux Systems and Administration
APPLICATION Tool:
Manage Engine – Ticketing tool
HPSA (HP Server Automation) – patching tool
Netflow & OpManager – Network monitoring tool
Nagios
VENDOR MANAGEMENT:
HPE Support
IBM Support
Dell Support
VMWare Support
Citrix Support
Netapp Support
Microsoft Support
Oracle Support
DoubleTake Support
SAP/ACCPAC Support
Medilink Support
Alcatel/Avaya/Vicidial Support
INTERNATIONAL EXPERIENCE:
Asia-Pacific, India, Southern America
CERTIFICATIONS:
Administering Clustered Server
Project Management, Critical Thinking
Oracle 10G Administration
Developing Web-based Apps using Oracle HTML DB
Security Summit held in Singapore (Securing Unix/Linux, Securing Oracle, Securing Windows & Wireless Networks
MS Outlook, Transact SQL, Programming & Administration of MS SQL Server, Programming w/ MS Visual Basic.Net
Security Summit in Boracay, Phil. (Licensed Penetration Testing, Certified Ethical Hacking & Countermeasures, Computer Hacking Forensics Investigator, E-Business Security, Disaster Recovery)
Certified Lean Six Sigma White/Yellow Belt
SPECIAL CITATION:
Featured in Computer World Philippines Magazine Feb 2008 Vol. 18 #8 publication titled “Linking Data for Life”
PROFESSIONAL LEADERSHIP & RELATED EXPERIENCES:
IT Manager, Systems Development, PM
United Coconut Planters Life Assurance Corp. (Information Technology Division-Shared Services) Mar 2022 – July 2025
(HealthCare Division) Sept 2016 – Feb 2022
IT Consultant (Project-based 6mos) (HealthCare Division) April 2016 - Aug 2016
RA Rufino Street, Legaspi Village Makati City, Philippines
Oversee and manage the schedule of deliverables for the development of the HMO, Group and Individual Life Insurance ERP application software by contracted vendor/s.
Work alongside product, engineering, and business stakeholders to translate high-level business goals into actionable project charters, detailed technical requirements, and deliverable roadmaps.
Provide expert advice based on best/industry practices for SBUs’ processes not limiting to the software development project, database, and server specification requirements.
Manage and provide quality assurance by reviewing and compiling Acceptance Criteria, Test Cases, identify gaps to ensure completeness and consistency, and ensure UAT deadlines
Perform / Supervise migration checking.
Liaises with 3rd-party contracted vendor(s) for the SBUs’ system software, and new business requirements or Change Requests from system owners/stakeholders.
Participate in the IT risk analysis, IT Services Assessment and COBIT review, department/division planning.
Oversees Incident Management and Change Management.
Handles and monitors Problem Management and Release Management
Train, motivate, and evaluate staff/s.
Freelance IT Consultant
Pep Squad Events & Marketing Inc. Feb 2016 – Dec. 2016
Benavidez street, Legaspi Village Makati City, Philippines
Provide desktop, laptop, network assessment, lead and implement IT Network Security policies, IT Vendor management.
Do project management, IT evangelization, and software standardization within the organization.
Lead and coordinate with stakeholders on any IT project required for deployment/implementation.
IT Consultation and technical services support.
IT Infrastructure Head/Consultant
EnCognos Inc (Transglobal BPO Inc.) Sept. 2015 – April 2016
JELP Business Solution Centre, Shaw Blvd., Mandaluyong City, Philippines
Maintain, monitor, and oversee entire IT Operations and related IT support services required by the company.
Develop, implement and ensure compliance by formulating guidelines, policies and procedures, and standardization.
Evaluate, negotiate and recommend third-party vendor(s), partner(s), and outsourced IT Technical personnel.
Prepares, manage the yearly IT budget, participates in business and strategic planning.
Maintain and support communication infrastructure to manage international calls thru SIP and domestic calls using ISDN and direct lines as required by clients and for internal use.
Interview and evaluates applicants for IT technical positions; provide mentoring and motivation of employee(s) for career advancement and improvements.
Unit Manager, Business Development & Support
Makati Medical Center Nov, 2014 – March 2015
Amorsolo St. Legaspi Vill., Makati City, Philippines
Formulate, develop, deploy and train personnel for inter-office automation required by various departments/divisions in the organization (eg. Medical Request Tracking Systems for Medical Records - migrate old AX5 system to Sharepoint, Hand Hygiene Compliance Monitoring System for TQM, Obstetrics & Gyne Medical Patient Information System for OB&Gynecology, ICT Annual Budget Monitoring System for ICT).
Led the strategic adoption of Microsoft SharePoint across technical teams, improving data accessibility and enabling more efficient, user-friendly, and insightful stakeholder reporting
Designed and developed an Automated Complaint Tracking System from Patients/Clientele of the hospital.
Managed and oversee the weekly progress of each project and assigned Technical engineer/s.
IT Infrastructure/Operations Senior Manager (Shared Services)
PhilHealthCare, Inc./ PhilPlans Inc. Aug 2010 – Nov 2014
Ayala Ave., Makati City, Philippines
Directed enterprise-wide IT Infrastructure projects and shared services across multiple business units, with full responsibility for budget planning, capacity planning, financial oversight, and project accountability, ensuring initiatives were delivered on time, within budget, and aligned with organizational priorities.
Review and approves the design and layout of all IT Infrastructure requirements and project milestones and deliveries, participated in the selection of vendor partners for construction of the company-owned clinics, and other sales/office branch sites of PPI.
Directed multi-team IT operations to ensure uninterrupted 24/7 network and systems availability across enterprise and subsidiary environments. Optimized inter-switch network architecture and deployed high-availability and redundancy frameworks to enhance infrastructure resiliency and business continuity.
Directed negotiation and governance of IT service level agreements (SLAs) with 3rd-party vendors, achieving cost efficiencies through structured discounts, rebates, and contractual benefits. Led ongoing vendor performance evaluations and delivered strategic recommendations to enhance service delivery and financial outcomes.
Execute and oversee the technical operations of CCaaS (Contact Center as a Service-Transcom) to manage issuance of Membership Medical Admission Approvals.
Directed & motivated technical administrators to create, design, automate & improve monitoring tools for database operation, systems performance, daily routinary tasks and the likes; led to savings of over millions of pesos.
Spearheaded the development and automation of systems and database monitoring, and operational tools, leading cross-functional technical teams to improve system performance, streamline routine processes, and achieve multi-million-peso operational savings.
Proposed and implemented cost optimization initiatives that delivered significant annual savings exceeding 3M per SBU.
Manages and monitors IT Assets both software licensure and hardware devices across the organization from time of acquisition to disposal.
Conducts regular planned and unprogrammed IT access/security audits to ensure compliance across the entire IT domain.
Keep a consultancy role and provide sound advice on IT strategic matters to strategic business units and partners.
Directed the recruitment, performance management, and appraisal of IT personnel, leveraging established KPIs and performance metrics to drive accountability, workforce development, and operational excellence.
IT Manager
Value Care Health Systems Inc. Feb 2003 – July 2010
Philippine Stock Exchange Bldg., Ortigas Center, Pasig City, Philippines
Led the end-to-end design and deployment of an enterprise-grade Data Center, including environmental controls, power redundancy, and centralized UPS systems to support mission-critical operations.
Directed structured cabling and voice/data infrastructure rollout across multiple branches and clinic sites nationwide, including delivery of a BPO-grade call center platform integrating Alcatel OmniPCX Office and NICE Voice Recording technologies.
Established preventive maintenance programs that optimized hardware lifecycle management, resulting in annual operational savings of approximately 1 million.
Implemented major IT Infrastructure improvements and projects like email MS Exchange servers, UTM firewalls for data & network security, Biometric system, E-Time keeping & Leaves monitoring for employees with integration to payroll system from the partnered bank. Deployed NAS/SAN storage for critical data housekeeping & file/folder sharing.
Led enterprise-wide IT infrastructure modernization programs, encompassing deployment of Microsoft Exchange Server, implementation of UTM and next-generation network security architecture, and integration of biometric timekeeping (e-Timekeeping and Leave Management) systems with payroll platforms via partner banking institutions.
Implemented scalable NAS/SAN storage architecture to enhance enterprise data availability, improve data housekeeping, and enable secure organizational file-sharing services.
Led the design implementation of an in-housed IT service desk support platform to improve end-user support operations and service delivery efficiency. Established an electronic Data Management Recording (DMR) system, including governance processes and workflows, to streamline billing operations and improve data accuracy.
Architected an enterprise-wide HMO-ERP solution serving back-office operations, front-line users, and executive stakeholders, strengthening service delivery infrastructure supporting over 100,000 healthcare cardholders nationwide.
Established and governed enterprise software standardization and licensing compliance under a Microsoft Select Agreement with Software Assurance, ensuring full regulatory compliance with anti-piracy laws while optimizing software asset management across the organization.
Led enforcement of IT policies and operational procedures across technical teams, including performance management, coaching, counseling, and disciplinary actions to ensure accountability and alignment with organizational standards. Directed end-to-end IT talent management covering recruitment, selection, onboarding, and training to support career development, while managing key vendor relationships to ensure service quality and compliance.
Designed and instituted DR strategies and procedures to ensure 24/7 system operability and continuity.
MIS Section Manager / Audit Systems Development Head
All AsiaPlans Inc. April 2002 – Oct 2002
Quezon Ave. Quezon City, Philippines
Assessed and recommended enterprise IT requirements, and developed statistical and analytical reporting frameworks to provide executives and top management with actionable insights derived from processed data and demographic analysis
Led the design and execution of a full-scale data migration of insured policyholder records to a new back-end pre-need insurance system, ensuring data accuracy, integrity, and seamless transition with minimal operational disruption.
IT Supervisor
CellStar Philippines Inc. June 2001 – April 2002
Eastwood Business Center, Libis, Quezon City, Philippines.
Administered and monitored the designed Asia-Pacific regional IT Network plan. Administered PBX system, data security access. Oversees migration of Email Systems; Coordinates with Singapore-Regional and Dallas (HO) offices on any IT major system projects and IT Infrastructure requirements & concerns.
Managed Asia-Pacific regional network operations, ensuring secure, resilient, and continuously available connectivity across distributed business locations.
Directed administration of enterprise PBX communications and data security access governance to maintain operational continuity and regulatory compliance.
Led cross-regional coordination with regional IT teams in Singapore and corporate headquarter in Dallas to execute enterprise email migrations and major IT infrastructure initiatives.
Designed and implemented secure VPN connectivity between Dallas and Singapore, and enforced IT infrastructure standardization covering software compliance, proxy services, web filtering, and enterprise email systems to enhance security, reliability, and operational consistency.
Senior Systems Analyst/Developer
All Asia Capital & Trust Corp/ All Asia Plans Inc. Jan 2000 – June 2001
Paseo De Roxas, Legaspi Village Makati City, Philippines
Conducted enterprise-wide assessment and strategic recommendation for all infrastructure upgrades and other system enhancements including statistical, demographic, and financial reporting solutions for executive decision-making.
Led the design, implementation, and management of critical business systems including Commission Overrides, Credit Card processing, and integrated Pre-need Insurance Administration ERP platforms supporting core revenue operations, including CASA system for banking.
Defined business requirements and directed end-to-end SDLC processes, including system design, deployment, user training, and maintenance to ensure successful delivery and adoption of enterprise applications.
Programmer/ Senior Systems Analyst - Programmer
F. Jacinto Group Inc. Jan, 1997 – Jan. 2000
Rada Street, Salcedo Village Makati City, Philippines
Developed and supported in-house systems applications like Bank Reconciliation System, Sales Order-Delivery Receipt and Sales Invoice System, Fixed Assets and Office Supplies Inventory System, Factory and Raw Materials Inventory System, Sales Commission System.
Led enterprise-wide management of system installation, configuration, security, capacity planning, and operational benchmarking to ensure scalable, secure, and strategy-aligned IT infrastructure.
Directed IT asset governance including PC lifecycle management and enterprise-wide systems coordination to maintain standardization, integration, and operational efficiency.
Defined application system requirements and technical solutions for complex business processes, enabling effective enterprise systems development and enhancement.
Oversaw enterprise data communications infrastructure, including LAN/WAN networks, remote connectivity, and network security architecture, ensuring reliable and secure information flow across the organization.
Other Qualification Profile:
SOFTWARE
Windows Azure, Windows 32 & 64Bit Servers and Windows Desktop OS, MS SQL Server, Oracle, MS-DOS, Linux, Microsoft Exchange, SharePoint, Google Apps, Office365, MySQL, SCCM, Microsoft Intune
Desktop Application, MS Office, IBM Lotus Suite, Microsoft Outlook, HTML, Macromedia Dreamweaver, Flash, FrontPage, Crystal Report, Query Analyzer, Adobe Photoshop CS4, Visio, Internet and Networking Applications, etc.
Maintenance of EZCAP, SAP, ACCPAC, Platinum for Accounting software, Triple I System for Insurance Brokers, Payroll System, Inventory System, POS, Bank Recon, HIS, Cognos, Peachtree, MD GreatPlains
Systems Application Developer using Visual FoxPro, Visual Basic, Clipper, Pascal, Turbo C/C++, RPG, Joomla, Java, PHP, Python, .Net
UTILITIES
Data Recovery, Memory Management, Virus protection and Detection, Hardware tools, Preventive maintenance, Technical Level Support, Symantec Backup Exec, Symantec AV, DoubleTake, Netflow & OpManager, ManageEngine. ManageEngine (MDM), Sophos
NETWORK & DATA COMMUNICATIONS
Servers (HP, COMPAQ, DELL, IBM, Wintel), Network LAN/WAN Structured Cabling, RAID Levels, NetApps, EMC, MSA200, Nimble, Routers, Switches & SAN Switches, Internet configuration, E-mail Clients, Proxy, DSL, FIBER-OPTIC, DWDM, GPON, BACKHAUL, VPN, WI-FI, DHCP, DNS, Active Directory, TCP/IP, SMTP, FTP, POP, IMAP, Citrix XenApps, Remote Monitoring, Hyper-V Configuration, Firewall (Watchguard-NGFW), CyberRoam Next Generation, MPLS, ISDN, SIP, AVAYA, CISCO (Routers, firewall, UCS), ALCATEL, ACD, CAM, VoIP, Voice Recording, IVRS, Palo Alto, HP & Ruckus Wireless AP and controller, Aruba, Asterisk, and Vicidial, CCTV
OTHERS
IaaS, IOT, PaaS, SaaS, CCaaS, AWS, Open Stack, Cloud computing, Wintel, Swipe & EMV cards, POS Terminal, NFC, QR Code, mobile apps and web services, SCRUM, ITIL, ISO, PCI-DSS, HIPAA, DevOps, Kanban, Trello, Wrike & Clickup, Servicenow, Monday.com, AI Tools, workflow orchestration, Power BI, automation, digitalization
EDUCATIONAL BACKGROUND:
Bachelor of Science in Computer Science (1991 – 1995)
Adamson University – Malate, Manila
Letter of Intent
Ariel Saldivar - Resume
Dear Hiring Team,
I hope all is well. My name is Ariel Saldivar, and I intend to express my interest in the Sr. Manager, IT Service Management role. A seasoned ICT professional with almost 3 decades of solid IT experience, including over (2) decades leading and managing cross-functional activities to fully support the entire ICT department’s goals and operations. With deep and comprehensive experience and background in software development life cycle (SLDC), Network and Communication Infrastructure management and Operations, IT Project Management, Service Delivery, Customer Support Services, IT Audits, Budget, Vendor and People Management across various industries.
Throughout my career, I have successfully executed and oversee initiatives involving Network and Communications Infrastructure build-up, capacity planning, and management, Data and Network Security compliance, Call Center, Network and Data Center Operations, Software Development (SDLC) and Network and Systems service support. Supervises both on-site and off-site (DR) datacenter to ensure business continuity. Manages physical-to-virtual infrastructure to cloud migration (PaaS, IaaS, SaaS) transitions and improvements for financial and operations optimization, IT Assets and Vendor management, annual IT budget planning, and IT personnel onboarding, appraisal evaluation and career development.
Recommends, and directs the built up of major IT initiatives not limiting to Data Centers, Disaster Recovery Sites, Call Center setting, and Clinic-based IT facilities from structural/contractional designs to full commissioning, ensuring to meet strict IT compliances and standards. Develops, supervises and implements IT policies, standard operating procedures, guidelines and governance. Establishes mutual vendor relationship in achieving credible SLA results.
My expertise crosses over Healthcare, Insurance, Finance, Retail Distribution, Manufacturing/Industrial, and BPO/KPO industries—exposure that has strengthened my ability to adapt, innovate, face challenges with confidence, and continuously improve my skill set. I am committed to contributing meaningful ideas, operational efficiency, innovation, and strategic leadership.
It would be a privilege to join your company. With humility, confidence and enriched knowledge, I can be a valuable contributor in pursuing and supporting the continued growth and operational excellence of this institution.
Thank you for considering my application and I look forward to a soonest engagement.
Warm regards,
Ariel Saldivar
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