Manager, APAC Field IT – Gateway & Hub Technology Services May 2024 – Present - Progressive promotion: Elevated from SEA Field IT Manager to oversee end-to-end infrastructure services for 14+ APAC gateways and hubs, reporting to the MD of APAC Field IT. - Regional scale & budget: Direct a cross-functional team of 62 FTEs/contractors and manage a US$200 M annual operating budget, ensuring 24×7 uptime for 28,000 users and supporting US$150 M in transactions. - Cost optimization: Spearheaded vendor negotiations and process redesign, delivering US$2 M+ in cost savings within six months. - Governance framework: Developed and rolled out an APAC-wide IT governance model, standardizing SLAs and KPIs to improve consistency and accountability. - High-impact projects: Led the New Clark Gateway IT build-out (US$3.4 M CAPEX) on schedule and 25% under budget, earning a FedEx Five Star Award. - Awards & recognition:   - Asia CEO Awards 2025 – IBPAP IT-BPM TechBlazer of the Year Circle of Excellence Awardee   - Vietnam International Achievers Awards 2024 – Leadership Excellence: IT Manager of the Year Awardee   - FY24 & Q1’FY25 FedEx Philippines PSP Board – Contributor of the Year (Bronze) Awardee Manager, Southeast Asia Field IT – Technology Planning, Governance & Solutions Jun 2021 – May 2024 - Expanded remit: Grew role from Philippines & Indonesia to cover all seven SEA markets, overseeing a US$30M portfolio in IT planning, governance, and emerging technologies. - Blueprint architect: Defined post-merger FedEx/TNT Field IT operating model—created new roles, structures, and SLAs—achieving 99% incident resolution and zero staff complaints six months post-launch. - Cost savings & efficiency: Implemented financial planning strategies and cost-reduction initiatives, generating US$1.5 M+ in annual savings across SEA. - Governance excellence: Established regional KPIs and accountability processes, reducing downtime by 20%. - Market launches: Delivered full IT enablement for FedEx Cambodia expansion on time and within budget. - Awards & recognition:   - Gintong Parangal 2024 – Most Innovative IT Manager & Leadership Empowerment Award   - FY22 FedEx Five Star Award   - FedEx Bravo Zulu Award – SEA Legal Team IT Support Manager, Information Technology (Philippines & Indonesia) Aug 2018 – Jun 2021 - Foundational uplift: Hired to stabilize BAU Field IT; promoted in June 2021 to SEA governance lead based on performance and leadership. - Integration mastery: Orchestrated FedEx & TNT IT integration in Indonesia—maintained 100% SLA compliance across 7,000 endpoints and improved operational efficiency by 15%. - Infrastructure leadership: Launched New Clark Gateway IT infrastructure (US$3.4 M) delivering on time and 25% under budget; recognized with a FedEx Five Star Award. - Team development: Mentored and coached 20+ IT specialists, driving a 30% year-on-year improvement in team productivity. - Partnership building: Fostered strong collaboration with local and regional stakeholders to streamline project delivery across APAC. - Awards & recognition:   - FY20 FedEx Five Star Award   - FY21 & FY20 Q1-Q2 FedEx IT Hall of Fame   - FY21 AMEA PRESTIGE PSP Board Awards – Customer Base & Revenue Growth   - Multiple Bravo Zulu Awards (Pandemic Contingency, Indonesia Integration, Clark Gateway)   - FedEx SVP Award – Express & TNT Sales Integration

- Board & Governance: Appointed as Company Treasurer and elected Member of the Board of Directors, representing shareholder interests and upholding fiduciary duties for a P3billion+ logistics enterprise. - Finance Committee Leadership: Chaired the Finance Committee, steering annual external audits (SEC, BIR) and ensuring 100 % compliance with all statutory, regulatory, and internal financial policies. - Policy Development & Cash Management: Designed and rolled out corporate treasury policies—standardizing cash flow forecasting, centralized payments, and inter-company funding—improving working‐capital efficiency by 15 %. - Budgeting & Forecasting: Led the annual P&L and capital‐expenditure planning process, consolidating forecasts across six Philippine gateways into a unified P=2.8 billion budget, aligned financial targets with network expansion and service‐capacity objectives. - Financial Reporting & Analysis: Prepared and presented monthly and quarterly financial reports to the Board and executive team—highlighting key variances, risk exposures, and ROI on major IT and infrastructure projects—to inform strategic decision-making. - Risk Management & Controls: Established enhanced internal controls over travel & expense, vendor payments, and trust-deed administration, mitigating audit exceptions by 40% year-over-year. - Key Achievement: Streamlined the finance function through automation of reporting workflows and renegotiation of banking fees, delivering a 10 % year-over-year reduction in finance operating costs (approximately PhP~28 million saved) and driving sustainable budget efficiency.

- Managed 4 managers and 15 engineers servicing 14 clients that approximated 65% of the region’s revenue. Team managed client infrastructure totaling 3,000 endpoints. - Improved the team’s customer satisfaction score from 82% to 95% on monthly survey volume of 200 responses. The team handled approximately 2000 tickets a month. - Reported to the Director of APAC IT Operations and accountable for the management of the IT Service Delivery for 14 high revenue-generating clients across the Asia-Pacific region while working closely with teams based in Manila, Cebu and Australia. - Liaised with the Account Operations Management to ensure that the project and contract requirements, Service Level Agreements and Underpinning Contracts are consistently met and within compliance at all times. - Utilized operational expertise in leading team meetings and several technology planning sessions according to client’s objectives to determine innovative solutions that strongly build long-term business relationships. - Contributed knowledge to client presentations based on complex client requirements to acquire new business opportunities. - Acted as the major stakeholder for numerous important business matters including contract reviews & negotiations, IT business & financial reviews, and development and implementation of strategies for the APAC region’s IT operating model. - Member of the IT Senior Leadership team (Senior Management Committee/SCom) of the APAC Region responsible for driving continuous excellence within the Business Relationship Management while maintaining IT Governance based on requirements.

Manager, Global Operations (Sep 2016 – Jun 2017) Manager, Service Transition (Oct 2015 – Sep 2016) - Progressive leadership: Promoted after 11 months from Manager of Service Transition to Manager of Global Operations, reflecting strong delivery and stakeholder trust. - Global ITSM ownership: Directed a 5-person ITSM team supporting enterprise banking infrastructure across APAC, EMEA, and the Americas, end-to-end—from service strategy through transition, Operational Acceptance Testing (OAT), change management, and major incident response. - ITIL® 2011 alignment: Implemented and enforced best-practice frameworks, standardizing processes to enhance service consistency, compliance, and operational excellence. - Risk & compliance governance: Critically reviewed and approved all Impact 3–4 infrastructure changes with potential multi-million-dollar exposure, applying rigorous risk assessment and incident management protocols. - OAT framework development: Designed and rolled out an Operational Acceptance & Testing framework, improving change quality, accelerating delivery timelines, and reducing post-deployment incidents. - 24/7 readiness & efficiency: Overhauled weekend escalation roster and communication workflows, slashing incident resolution times by 40% and bolstering round-the-clock operational resilience. - Flagship migration project: Led a US$2.5 M core platform migration with zero unplanned outages, coordinating network, security, and application teams to ensure seamless business-critical continuity.

- Regional ITSM leadership: Spearheaded standardization of IT service management across 16 Asia-Pacific affiliates—including Australia, China, India, Japan, South Korea—by defining and implementing enterprise-wide governance frameworks as a core member of the Service Management Governance Board. - Full lifecycle stewardship: Oversaw the entire IT service lifecycle (Strategy, Design, Transition, Operation), driving consistency in service quality, reliability, and stakeholder satisfaction. - SIPs & roadmap development: Conducted maturity assessments, presented findings to senior executives, and co-developed Service Improvement Plans and a multi-year ITSM roadmap tailored to each country’s business objectives. - Capability building: Designed and delivered interactive workshops to over 200 IT professionals, boosting regional ITSM competency and fostering a shared service culture. - Measurable impact: Achieved a 25% uplift in SLA adherence and a 20% increase in service efficiency across approximately 400 IT staff by embedding structured processes, targeted training, and cross-affiliate collaboration.

Senior Technical Analyst, Service Desk Quality Team Nov 2009 – Sep 2011 - Knowledge management: Transformed complex technical procedures into clear KB articles, driving a 25% lift in first-call resolution by empowering Service Desk Representatives with the right information at the right time. - Trend analysis & prioritization: Monitored incident trends and partnered with Service Delivery leads to target high-impact content gaps—accelerating mean time to repair for recurring issues. - Quality assurance & coaching: Conducted weekly QA calibrations on call recordings and tickets, identifying skill gaps and designing targeted training that boosted agent consistency and confidence. - Documentation governance: Led quarterly reviews of all service desk documentation to align with evolving business needs and ITIL® best practices, ensuring the KB stayed current and actionable. Team Leader, Service Desk Operations Oct 2007 – Nov 2009 - People leadership: Managed and mentored a 16-member Service Desk team supporting 1,000+ US-based employees, overseeing Incident Management, Request Fulfillment, and Event Management. - Shift management & scheduling: Optimized 24×7 coverage by refining shift rosters and escalation paths—driving a 30% reduction in resolution times for after-hours and weekend incidents. - Stakeholder communication: Acted as escalation point for major incidents, coordinating cross-functional teams and maintaining transparent updates to business stakeholders. - Performance tracking: Utilized KPI dashboards to track agent productivity and customer satisfaction; delivered one-on-one coaching that lifted individual performance metrics. Desktop Systems Specialist Feb 2007 – Oct 2007 - First-line support: Resolved an average of 40–50 incidents daily—covering hardware, OS, and application issues—for global Safeway users. - ITSM execution: Handled Incident Management, Request Fulfillment, and Change Management tasks in adherence to SLAs, maintaining 95% and above customer satisfaction. - Cross-team collaboration: Logged detailed incident records and facilitated seamless hand offs to Tier-2 teams, reducing resolution hand-off time by 15%.

Google® AI Essentials

Google

2025

Credential ID: 42STJORXNZG7

Google® IT Support

Google

2025

Credential ID: RCLBFZ5FG3CK

COBIT®2019 Foundation Certificate

ISACA

2022

Credential ID: 2022-1571524 - C19F

ITIL®2011 Intermediate: Service Offerings and Agreements

AXELOS Global Best Practice

2014

Credential ID: 02826600-02-TL4Y

ITIL®2011 Intermediate: Release, Control and Validation

APMG International

2013

Credential ID: 02372498-01-VDYC

ITIL®2011 Intermediate: Operational Support and Analysis

APMG International

2012

Credential ID: 02346765-01-VMCE

ITIL®4 Foundation Certificate in IT Service Management

AXELOS Global Best Practice

2022 - 2025

Credential ID: GR671408103JD

ITIL® V3 Foundation Certificate in IT Service Management

EXIN

2008

Credential ID: 5008129.779978

Lean Six Sigma Yellow Belt

SIX SIGMA EXPERTS L.L.C.

2013