Skills
Data encoder,
5-10 Years
Scheduling & Calendar Management
10+ Years
Incident Management
10+ Years
Problem Management
10+ Years
Escalation Management
10+ Years
ServiceNow (SNow)
10+ Years
IT Service Management (ITSM) & Helpdesk Operations, Active Directory, Group Policy, User & Access Management
10+ Years
Experience highlights
Incident / Problem Manager
EastVantage Business Solutions | Ethan (Client)
·
August/2025
–
Present
Lead major incident and problem management activities by coordinating cross-functional teams, managing escalations, communicating with stakeholders, driving root cause analysis, and implementing process improvements to ensure service stability, prevent recurring issues, and support continuous improvement.
IT Shift Manager
Verifone Global Development Center Phils., Inc.
·
January/2023
–
Present
Oversee IT operations and service delivery to ensure SLA/OLA compliance, effective incident management, continuous improvement, and service availability. Lead and mentor teams, monitor performance and trends, optimize staffing, and implement strategies that enhance productivity, service quality, and operational efficiency.
IT Shift Lead
Verifone Global Development Center Phils., Inc.
·
July/2017
–
Present
Lead IT service operations and analyst teams by managing ticket performance, SLA compliance, escalations, and 24/7 shift continuity. Drive ITSM process improvements, KPI monitoring, knowledge management, and customer-focused service delivery aligned with ITIL best practices.
IT Ops Supervisor
TrendMicro Inc.
·
January/2015
–
Present
Supervise IT operations and engineering teams, overseeing incident management, performance, schedules, and SLA compliance. Lead root cause analysis, service improvement initiatives, reporting, and cross-functional collaboration to enhance service reliability, efficiency, and availability while supporting team development and training.
Service Desk Lead for NABU/LAR Offices
TrendMicro Inc.
·
January/2007
–
Present
Lead IT operations and technical initiatives by managing infrastructure, cross-functional troubleshooting, team performance, training, and stakeholder reporting. Ensure business continuity, process alignment, and J-SOX compliance while driving continuous improvement and team development.
