Ardel Diaz
Imus,Philippines
Summary
Experienced IT professional with 13+ years in infrastructure management, IT Service Management (ITSM), and technical support for global organizations. Skilled in ITIL-based Incident, Change, Problem, and Service Request Management, ensuring operational stability and service efficiency. Proven expertise in release coordination, deployment planning, and cross-functional collaboration, with hands-on experience in Windows Server, VMware vSphere, Azure, Active Directory, and Entra ID. Adept at leveraging JIRA to drive agile project delivery, streamline workflows, and deliver enterprise-level solutions on time and within scope.
Overview
13
13
years of professional experience
1
1
Certification
Work History
IT Engineer - Infrastructure and Data Management
Atos Information Technology INC.
Pasay, Philippines
06.2016 - 04.2026
- Delivered comprehensive on-site and remote IT support to global teams, ensuring high service availability and seamless operations.
- Created and maintained technical documentation and knowledge base articles to improve issue resolution efficiency and promote team knowledge sharing.
- Diagnosed and resolved complex hardware, software, and network issues, enhancing system reliability, performance, and security.
- Demonstrated advanced expertise in networking, DNS, Active Directory, Azure, Entra ID, Windows Server, and VMware vSphere for system optimization and maintenance.
- Administered IT Asset Management (ITAM) processes, ensuring data accuracy, compliance, and full lifecycle optimization of IT assets.
- Conducted User Acceptance Testing (UAT) for software applications and provided recommendations for procurement.
- Led IT Service Management operations encompassing Incident, Change, Service Request, and Problem Management, leveraging JIRA to drive agile project delivery, streamline workflows, and ensure efficient resolution of enterprise-level IT issues.
Deployment Manager
IT Managers Inc.
02.2021 - 12.2025
- Implemented security patches, managed storage and backup solutions, and maintained containerized environments to ensure business continuity and data protection.
- Oversaw setup and installation of IT equipment, including PCs/laptops, printers, desk phones, and Windows Servers.
- Mentored junior engineers, promoting best practices, and fostering skill development in IT operations.
- Led and supported application deployment and automation initiatives using PowerShell scripting, streamlining workflows and reducing manual effort.
- Collaborated with executives and cross-functional leaders to align IT strategies with organizational goals and provide actionable technical insights.
- Coordinated vendor management activities, ensuring service quality, contract compliance, and cost effectiveness.
- Managed employee onboarding, offboarding, and access control in strict adherence to security and compliance standards.
- Led end-to-end project lifecycle management, including planning, budgeting, resource allocation, stakeholder coordination, execution, and project closure, ensuring timely delivery within scope and budget.
- Managed Windows OS migration from account-specific managed devices to company-monitored operating systems, improving compliance and security posture.
- Directed VPN migration initiatives, transitioning from Juniper to Cisco, and subsequently to Zscaler, enhancing network performance and remote access security.
- Oversaw on-premises server decommissioning and migration to Microsoft Azure Virtual Machines, optimizing infrastructure costs and enabling cloud scalability.
- Implemented risk management and change control processes, ensuring minimal disruption during system transitions.
- Collaborated with cross-functional teams and vendors to align technical solutions with business objectives.
- Delivered comprehensive documentation and post-migration support, ensuring operational continuity and knowledge transfer.
- Spearheaded end-to-end Change Management processes, including creation, approval, implementation, and closure of change requests, ensuring compliance with ITIL standards and minimizing operational risk.
- Led stakeholder engagement and communication strategies to align objectives, resolve deployment challenges, and foster seamless cross-functional collaboration.
- Directed and coordinated field technicians and support teams, driving successful implementation and deployment milestones across multiple business units.
- Monitored project progress, tracked issues, and documented resolutions, maintaining transparency and operational efficiency throughout the project lifecycle.
- Contributed to new system development and enhancements, actively participating in design, testing, and deployment strategies to improve system performance.
- Developed and executed deployment plans for enterprise system implementations, ensuring strict adherence to timelines, quality standards, and security protocols.
- Led monthly patching cycles and server maintenance activities, strengthening system reliability and mitigating vulnerabilities.
- Spearheaded software deployment initiatives across multiple departments, streamlining rollouts and reducing downtime.
- Coordinated cross-functional teams and managed vendor relationships, ensuring timely delivery of services and products while maintaining rigorous quality control measures.
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
- Two Data Center Decommissioning Projects - Executed full decommissioning and migration strategy, reducing overhead and transitioning workloads to cloud.
- Patching & Vulnerability Process Implementation - Established proactive patch management and vulnerability remediation framework.
- Zero-Day Data Breach Remediation & Database Redundancy Project - Led critical incident response and implemented redundancy measures to ensure data integrity and business continuity.
- 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.
- 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.
- 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 Studies
03.2013
Skills
- Data Governance
- Cross-functional coordination
- Security compliance
- Incident management
- Infrastructure management
- ITIL framework
- Rollout coordination
- Release management
- Strong technical capabilities
- Service Delivery Management
- ITSM best practices
Certification
- Lean Six Sigma White Belt Certification
- Agile Foundations
- Project Management Foundations
- Learning Data Analytics: 1 Foundations
- AI Fluency Program
- Azure Cloud Fundamentals: Explore Cloud Services
- Introduction to Web APIs
Awards
- License to Lead Program, 2018-02-01, Atos, Leadership Training Program For Atos' aspiring leaders (Team Leads or Account Managers)
- License to Lead Program, 2018-10-01, Atos, Leadership Training Program For Atos' aspiring leaders (Team Leads or Account Managers)
Websites, Portfolios and Profiles
https://www.linkedin.com/in/ardel-diaz-0903aa176/
Timeline
Deployment Manager
IT Managers Inc.
02.2021 - 12.2025
IT Engineer - Infrastructure and Data Management
Atos Information Technology INC.
06.2016 - 04.2026
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 Studies