Ardel Diaz
Imus City
Summary
Experienced IT professional with 13+ years in infrastructure, deployment, and technical support. Skilled in data governance and lifecycle management, with a strong record of delivering successful projects for global organizations. Known for driving efficiency, solving complex issues, and supporting high-performance IT operations.
Overview
13
13
years of professional experience
Work History
Deployment Manager
IT Managers Inc.
02.2021 - Current
- Enterprise Wide Decommissioning Project (Removal of DATA Centers)
- Change Request Creation | Approval | Implementation | Completion
- Managed stakeholder communications, fostering collaboration and addressing deployment-related concerns effectively.
- Managing Field Techs and working side by side with support groups to successfully deliver implementation
- Monitor progress of the implementation | deployments
- Tracking all issues and solutions that may encounter in project
- Assisting in new system development and enhancements
- Manage new system development and implementation deployment plan
- Leading Monthly Patching and Server Maintenance
- Led deployment initiatives to streamline software rollouts across multiple departments.
- Coordinated cross-functional teams to ensure timely project deliverables and adherence to schedules.
- Managed vendor relationships throughout the deployment process, ensuring timely delivery of essential services and products while maintaining strict quality control measures.
IT Engineer - Infrastructure and Data Management
Atos Information Technology INC.
06.2016 - Current
- Patching, Maintenance, Upgrading of Windows Server
- Participate in IT Governance and weekly meetings
- Incident trend analysis of Helpdesk tickets
- Change Request creation in ServiceNow
- Maintains confidentiality about information being processed, stored, or accessed by the end-user on the network | Knowing security protocols, IT systems, networking infrastructures and database systems
- Hyper - V server management ; Active Directory Management; Basic Network and VPN Management
- Software application UAT and recommend purchases
- Coordinates daily requests such as adding/deleting users, maintaining email groups, and other miscellaneous IT requests
- Works with setup and installation of equipment to include; PCs/laptops, printers, desk phones, Windows Servers etc
- Achievements/Tasks
Technical Support Representative
Altisource Business Solutions
12.2015 - 06.2016
- Resolved complex technical issues for customers via phone, email, and chat support.
- Collaborated with cross-functional teams to enhance product knowledge and improve service delivery.
- Developed and maintained troubleshooting documentation for common technical problems and solutions.
- Trained new team members on customer support tools and best practices for effective problem resolution.
- Supported troubleshooting and configuration of an iPad Based POS System
Warranty Cost Reduction (DELL Computer L2 Support)
Convergys
07.2014 - 07.2015
- Led cross-functional teams to implement best practices in knowledge management systems.
- Developed comprehensive training materials and workshops to enhance team expertise.
- Advised on complex technical issues, ensuring alignment with organizational goals.
- Mentored junior staff, fostering professional growth and knowledge sharing within the team.
- Analyzed performance metrics to identify areas for process improvement and innovation.
Customer Care Officer
PILIPINAS TELESERVE INCORPORATED
12.2012 - 04.2014
- Resolved customer inquiries efficiently using CRM software, enhancing customer satisfaction.
- Guided team members in best practices for handling complex customer issues, improving resolution rates.
- Analyzed feedback trends to identify service gaps and recommend process improvements.
Education
Associate Degree - Computer Science
Asian Institute of Computer Science
Dasmarinas City, Cavite03.2013
Skills
- Data Governance
- Cross-functional coordination
- Security compliance
- Incident management
- Infrastructure management
- ITIL framework
- Software deployment
- Rollout coordination
- Release management
- Advance Technical Skill
- Service Delivery Management
Accomplishments
- LICENSE TO LEAD PROGRAM (02/2018 - 10/2018)
- Leadership Training Program For Atos' aspiring leaders (Team Leads or Account Managers)
Timeline
Deployment Manager
IT Managers Inc.
02.2021 - Current
IT Engineer - Infrastructure and Data Management
Atos Information Technology INC.
06.2016 - Current
Technical Support Representative
Altisource Business Solutions
12.2015 - 06.2016
Warranty Cost Reduction (DELL Computer L2 Support)
Convergys
07.2014 - 07.2015
Customer Care Officer
PILIPINAS TELESERVE INCORPORATED
12.2012 - 04.2014
Associate Degree - Computer Science
Asian Institute of Computer Science
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