Brian F. Agonias
IT Director
Bacoor City
Summary
Dynamic IT professional with over 20 years of experience leading corporate initiatives for multimillion-dollar companies across various industries. Exceptional leadership abilities focus on employee motivation, conflict resolution, and strategic decision-making. Recognized for effectively managing IT end-user support teams, desktop support, software quality assurance, and diverse IT operations departments while fostering strong relationships with employees, management, and vendors. Proven track record in driving and executing successful IT projects, complemented by outstanding time management, communication, and analytical skills.
Overview
19
19
years of professional experience
Work History
Director - IT Service Management
ALORICA
08.2024 - 01.2026
- Interfaces - Proactively strive to enhance the efficiency and effectiveness of all work flow interfaces to exceed established business goals and objectives
- Employee Development - Coach, develop, and mentor subordinates to achieve quality performance
- Budget Assistance - Assist with reviewing all charges and ensuring they are accurate for respective portion of annual budget
- As IT Service Management Director, oversees the Incident Management Team who are primarily responsible for troubleshooting and problem resolution for the Alorica network and system infrastructure. Also, part of the umbrella are the Problem Management Team, Change Management Team and IT Service Desk
Director - IT Infrastructure & Head of IT Operations
ACCESS HEALTHCARE SERVICES
04.2023 - 07.2024
- Directs all operations related to infrastructure systems hardware and software acquisition, use, support, security and backup
- Develops and implements standards and specifications for hardware, software and computer networking
- Provides extensive vendor management
- Participates in contract negotiations for computer hardware, software, maintenance, and related services
- Directs and oversees the implementation of a disaster recovery plan
- Develops a strategic plan for the development and implementation of technology initiatives
Technical Support Head -EMEA
ZOOM VIDEO COMMUNICATIONS
05.2020 - 03.2023
- Ensure their direct reports are fully trained and able to perform their daily duties as assigned efficiently and effectively
- Perform team management tasks including conducting employee reviews, handling employee feedback, and dividing the workload amongst members of the Technical Support team
- Provide quality assurance for direct reports and their customer and engineering interactions to ensure the team is consistently Delivering Happiness to Zoom customers
- Responsibilities:
IT Solutions & Services Head
JOLLIBEE WORLDWIDE SERVICES
10.2019 - 05.2020
- Design, develop, and construct detailed architecture designs for store capabilities of the organization.
- Understand business requirements, constraints, and current state, to propose solutions to ensure roadmap can adapt to changes and integrate with existing environment or propose changes to existing environment.
- Work with vendors to understand new solutions’ limitations and capabilities.
- Work with internal delivery teams to ensure solutions align with roadmap and architecture.
- Lead a team of engineers and developers to design and build solutions.
- Management of strategic projects and initiatives
- Responsibility for compliance of internal systems with regulatory requirements as well as internal company policies
- Responsibilities:
Head of Service Delivery, IT Services
MDS CALL SOLUTIONS INC.
01.2019 - 10.2019
- Oversee a number of key functions within the Corporate Information Technology department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs.
IT Service Delivery Manager- IT Compliance Audit, Procurement and Licensing & Distribution
SAP CONCUR
01.2017 - 10.2018
- In participating with IT compliance and audits in behalf of the greater IT Operations teams.
- In IT budget management for global procurement for all IT software and hardware requirements.
- Responsible for the global delivery of all software licensing and distribution
- Leads the company’s IT Asset Management and its Configuration Management Database holds data relating to a collection of IT assets (commonly referred to as configuration items (CI)), as well as to descriptive relationships between such assets.
- Responsibilities:
Regional IT Manager, Asia Pacific & Australia
CONCUR TECHNOLOGIES PHILIPPINES INC. (NOW SAP CONCUR)
03.2013 - 01.2017
- Led a team responsible for regional Desktop Support, global IT End User support (Employee Onboarding, Access Provisioning, Procurement, etc.) and IT Service Desk teams.
Global Service Desk Operations Manager
XEROX SERVICES (ACS)
12.2011 - 10.2012
- Manages the activities and personnel associated with providing technical services to internal customers.
IT Site Infrastructure Manager
NOVARTIS HEALTHCARE PHILIPPINES INC.
01.2010 - 01.2012
- Leads and support Data Center Operations, Service Desk/Helpdesk and IT Hardware Procurement.
- Project-based
Service Desk Manager
GLOBE TELECOM, INC.
12.2006 - 07.2009
- Manage the Service Desk processes
- Supervise and manage the Service Desk operations
- Monitor, review and analyze incident report
Education
Bachelor of Science - Electronics & Communications Engineering
MAPUA INSTITUTE OF TECHNOLOGY
Manila07-2002
Skills
- Leadership and Analytical Skills
- Time Management and Budgeting
- Decision-Making Skills
- Excellent Communication Skills
- Experienced in handling large IT organizations
- Proficient with SAP Concur and Ariba
- ITIL v3 Certified
- Six Sigma Greenbelt Certified
- ServiceNow
- Project Management
- IT Audit, Procurement and Licensing & Distribution
- Proficient with all Zoom products and services
Section name
- Portfolio on Request
- Available for Relocation
Timeline
Director - IT Service Management
ALORICA
08.2024 - 01.2026
Director - IT Infrastructure & Head of IT Operations
ACCESS HEALTHCARE SERVICES
04.2023 - 07.2024
Technical Support Head -EMEA
ZOOM VIDEO COMMUNICATIONS
05.2020 - 03.2023
IT Solutions & Services Head
JOLLIBEE WORLDWIDE SERVICES
10.2019 - 05.2020
Head of Service Delivery, IT Services
MDS CALL SOLUTIONS INC.
01.2019 - 10.2019
IT Service Delivery Manager- IT Compliance Audit, Procurement and Licensing & Distribution
SAP CONCUR
01.2017 - 10.2018
Regional IT Manager, Asia Pacific & Australia
CONCUR TECHNOLOGIES PHILIPPINES INC. (NOW SAP CONCUR)
03.2013 - 01.2017
Global Service Desk Operations Manager
XEROX SERVICES (ACS)
12.2011 - 10.2012
IT Site Infrastructure Manager
NOVARTIS HEALTHCARE PHILIPPINES INC.
01.2010 - 01.2012
Service Desk Manager
GLOBE TELECOM, INC.
12.2006 - 07.2009
Bachelor of Science - Electronics & Communications Engineering
MAPUA INSTITUTE OF TECHNOLOGY