Joshua Romin Ferrer
Melbourne
Summary
Seasoned IT professional with over 12 years of experience in the financial services industry. Proven IT infrastructure leader with expertise in VMware Horizon, VDI, and Office 365 across APAC and global financial institutions. Delivered large-scale migrations (Desktop users to VDI), disaster recovery planning, and virtualized server management to enhance scalability, reduce downtime, and ensure business continuity. Directed Command Center operations, managed major incident and change processes, and led cross-functional teams in delivering complex IT projects. Collaborated with vendors and trained support teams to strengthen technical capabilities and improve end-user experience.
Overview
17
17
years of professional experience
1
1
Language
Work History
Senior Infrastructure Engineer / End User Support
Bank of America, Singapore
03.2022 - Current
- Delivered Level 3 Horizon VDI support, optimizing performance and user satisfaction. Spearheaded VMware Horizon migration, disaster recovery planning, and virtualized server management to enhance scalability, reduce downtime, and ensure business continuity. Directed Command Center operations, incident/change management, and end-to-end project delivery while collaborating with vendors for rapid issue resolution.
- Collaborated with cross-functional teams to design, develop, and deploy scalable IT infrastructure solutions.
- Managed the successful integration of acquired companies'' IT systems, ensuring seamless transition for end-users and minimal disruption to business operations.
- Managed vendor relationships to ensure timely delivery of services and products necessary for infrastructure projects.
- Conducted thorough risk assessments on proposed infrastructure changes, mitigating potential negative impacts before implementation.
- Reduced downtime and increased system reliability through proactive monitoring and maintenance of critical infrastructure components.
- Mentored junior engineers in best practices for deploying and managing complex IT infrastructures.
- Implemented disaster recovery strategies, minimizing data loss and ensuring business continuity during unexpected events.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Managed and monitored installed systems for highest level of availability.
- Wrote and maintained custom scripts to increase system efficiency and performance time.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
Lead Administrator, Windows Infrastructure
Citi, Singapore
04.2016 - 02.2022
- Led APAC team of Level 3 engineers, managing escalations and critical incidents across VDI and Office 365 environments. Drove migration of APAC users to Office 365, planned and executed infrastructure changes, and chaired CAB meetings to align IT initiatives with business goals. Delivered advanced support for VMware Horizon and Office 365, while mentoring L1 and L2 teams through training on VDI technologies.
- Streamlined office operations by implementing efficient administrative processes and procedures.
- Expedited issue resolution times through the establishment of a dedicated helpdesk support system for staff inquiries.
- Managed high-priority projects, ensuring timely completion and alignment with company objectives.
- Enhanced team productivity by providing leadership, training, and support to junior administrators.
- Organized successful events, meetings, or workshops that aligned with team goals or requirements.
- Generated reports detailing findings and recommendations.
- Conducted regular reviews of operations and identified areas for improvement.
- Created and managed project plans, timelines and budgets.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Tier 3 Citrix Administrator
Citi, Philippines
09.2012 - 03.2016
- Managed Citrix VDI infrastructure with high availability, delivering Level 3 support and handling critical incidents. Oversaw Citrix PVS image updates and led the large-scale migration of 15,000 users from Citrix to VMware Horizon VDI. Implemented change management processes and developed BCP/DR strategies to ensure operational continuity.
Remote Desktop/VDI Engineer
Hewlett-Packard Enterprise, Philippines
09.2008 - 08.2012
- Directed Level 1 and 2 Help Desk operations, ensuring fast and effective issue resolution for VDI and desktop environments. Trained and mentored engineers to improve technical expertise, while implementing workforce management strategies and QA programs that boosted team performance and service quality.
- Enhanced team performance by implementing structured onboarding program for new engineers, reducing ramp-up time.
- Supported junior engineers through mentorship, offering guidance on complex problem-solving and technical skills development.
- Optimized workflow and increased productivity by introducing cutting-edge engineering software for project management.
- Trained and mentored junior engineers, providing guidance and direction.
- Documented and developed engineering procedures and processes.
Education
Associate Degree - Network Technology
Mapua Information Technology Center
02.2008
Skills
VMware vRealize Operations 810, VMware Horizon 71/72, XenApp 45/65, PVS 56/61/76, vSphere 51–70, App Volume, Windows 7/10, Windows Server 2003–2012, Citrix Policies, Appsense/Ivanti, Systrack, SCOM, SCCM, HPCA, Active Directory, O365, ServiceNow, Resolve IT, ITSM, Splunk, Webex, Zoom
Accomplishments
Led the migration of over 15,000 Citibank APAC desktop users (90% of the region) from traditional desktops to Citrix and VMware Horizon VDI, reducing infrastructure costs by up to 30%, cutting downtime, and improving system scalability and end-user productivity.
Strengthened service desk performance by designing and leading continuous training and coaching initiatives for Level 1 and 2 teams, fostering a culture of excellence that eliminated DSAT incidents and consistently delivered a 90%+ CSAT across the organization during my tenure at Hewlett-Packard.
Timeline
Senior Infrastructure Engineer / End User Support
Bank of America, Singapore
03.2022 - Current
Lead Administrator, Windows Infrastructure
Citi, Singapore
04.2016 - 02.2022
Tier 3 Citrix Administrator
Citi, Philippines
09.2012 - 03.2016
Remote Desktop/VDI Engineer
Hewlett-Packard Enterprise, Philippines
09.2008 - 08.2012
Associate Degree - Network Technology
Mapua Information Technology Center
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