Summary
Overview
Work History
Education
Skills
Timeline
Certifications & Trainings Attended
Generic
Elmer II De Guzman

Elmer II De Guzman

System Administrator
Las Pinas, Metro Manila

Summary

Experienced IT professional with consolidated 14+ years in technical support, infrastructure management, and cloud computing. Proven track record in delivering Level 1–3 support, managing critical systems, and implementing IT security and compliance initiatives. Adept at overseeing cloud platforms, endpoint security, and network operations, with a strong focus on continuous improvement and risk management.

Overview

16
16
years of professional experience

Work History

Technical Support Administrator

Citadel Pacific Ltd
04.2024 - Current
  • Deliver Level 1–3 IT support to SOS employees and remote CPL operating companies, ensuring fast issue resolution and minimal downtime
  • Manage onsite servers, including SAP Business One, DVPRO (HRIS & Payroll), and CPL’s local domain controller, ensuring continuous system performance and stability
  • Manage Microsoft 365 Admin Center: Administered user accounts, enforced security policies, and optimized system performance across Exchange, SharePoint, Teams, Entra, and the rest of the Microsoft 365 Admin suite.
  • Oversee network infrastructure, ISP upgrades, and provide troubleshooting for network connectivity issues, supporting seamless communication across locations
  • Administer end-user support, manage onboarding/offboarding processes, and maintain ERP system management to ensure smooth operation for all users
  • Support IT projects for SOS-executed client contracts, ensuring technical specifications and timelines are met, and effectively coordinating with vendors for installation and service delivery
  • Extract critical SAP database reports, including Statements of Account, to support business continuity planning and ensure seamless operations during system downtimes
  • Troubleshoot and resolve complex technical issues, implementing solutions that improve overall IT infrastructure efficiency
  • Lead initiatives for continuous improvement, recommending hardware/software upgrades and providing feedback on system performance
  • Document technical procedures and provide training to staff, enhancing overall IT knowledge and support efficiency

Senior IT Engineer, Collaboration and Knowledge

Concepcion Business Services Inc.
10.2021 - 02.2024
  • Approves or Denies change requests for cloud management service modifications
  • Analyzes/Monitors Cloud resource deployment summary data
  • Compares, Evaluates, and Implements new technologies, and integrate system into the Incident Management VMware Cloud Computing computing environment
  • Provides all the necessary assistance to Servers (Cloud and On-Prem), including Security Configurations, Patching and Troubleshooting
  • Maintains System Security Strategies, Policies, and Procedures
  • Resolves Tickets (Incidents, Inquiries and Requests) raised and/or logged according to Priority levels and Operational problems/issue
  • Implement cost-effective cloud-based systems that will fulfill the technical requirements needed by the Business Units
  • Maintains and Manages Microsoft 365 Admin Center (Azure Active Directory, Compliance, Exchange, SharePoint and Teams
  • Maintains and Manages AWS Admin Console (IAM, EC2, RDS, S3)
  • Maintains and Manages SolarWinds Web Help Desk (Server Instance, Configuration, Web GUI)
  • Demonstrated ability to quickly grasp new software systems, including SAP Business One, through proactive self-learning and troubleshooting, contributing to enhanced team efficiency and workflow effectiveness
  • Led the implementation of Service Desk Plus, including system configuration, user training, and process integration

Technical Support Engineer

SolarWinds Software Asia PTE Ltd.
12.2020 - 09.2021
  • MSP Support for Network Performance Monitor, Server and Application Monitor, Security Event Manager, Virtualization Manager, SQL Server2019, MS Windows Server 2019, and Microsoft Azure
  • Direct interaction with SolarWinds Clients and Channel Partners helping them to identify, troubleshoot and resolve technical issues with SolarWinds suite of Network, System, Security, Database monitoring products and tools
  • Serve as liaison between Clients, Advance Technical support, and internal development for all escalated product-related issues, including product enhancements, bug resolution, and overall product education
  • Share ideas to improve product features and usability, scale support, reduce incidents while reducing Client effort

Associate Consultant

ATOS-Syntel Infotech
08.2017 - 12.2020
  • Citrix XenApp 4.5, 6.5 & 7.15
  • Citrix Cloud
  • VMware vSphere Client 6.5
  • Windows Server 2003/2008 x86 & x64
  • ASG Remote Desktop
  • Microsoft Admin Center: User Management, Exchange and SharePoint
  • Responsible for Virtual Desktop and Server Builds in Citrix Cloud
  • Publishing Applications, Content and Desktops to users
  • Monitored Citrix Server health thru FPAdmin tool
  • Provided 24/5 Production support for Citrix Environment
  • Responsible for administering and supporting Citrix Server environments on Windows Server 2003/2008
  • Interacting with client management to answer questions, problems and requests regarding complex system issues
  • Assists in performance monitoring and tuning on assigned systems
  • Works within the Information Technology function, obtaining resources and working in support of objectives and strategies

Service Desk Supervisor

KMC Solutions Inc.
07.2016 - 03.2017
  • Responsible for management, planning and delivery of IT services across multiple sites
  • Managed multiple teams (Service Desk, Desktop Support, Deployment team and Onsite IT on 8 sites)
  • Services included technical support; build/deploy computers, asset management, mobile device management and processing security requests
  • Provided technical and operational expertise in policies and procedures
  • Conducted regular staff meetings to discuss projects, on-going issues, client concerns, and to motivate and energize staff
  • Tracked hours billed to account and staff hours worked to determine and evaluate vendor and subcontractor productivity, made changes as needed to manage labor costs
  • Facilitated on-going training of technical staff
  • Managed local projects in coordination with Senior Project Managers

Process Associate

Genpact LLC
09.2014 - 05.2016
  • Providing analysis and working in ad hoc projects to facilitate process improvements
  • Leads and manages operational projects to support ongoing business improvement through analytical and creative problem solving
  • Designs, develops, and produces process-related documentation using standard methods such as flowcharting tools
  • Develops tools and methods for program and/or process metrics; conducts detailed analyses to determine the cost impact of process improvements
  • Documents, develops, and communicates process-related policies and communications
  • Identifies strategic opportunities for system and process improvements
  • Prepares summaries of process review, development, and implementation activities
  • Develops analysis, reports, and presentations
  • Research external best practices to be integrated into department processes
  • Supports business group implementation of procedural changes through communications, training and change management

Technical Solutions III

Hewlett-Packard
06.2011 - 03.2013
  • Assist in the planning and installation of desktop computer hardware, software, and cabling for local area networks, and remote sites
  • Deliver fixes to the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications primarily using remote access technology
  • Follow best practice ticket management processes, ensuring tickets owned are handled and updated as per process and every effort is made to make service levels
  • Delivering a client focused service experience for technology user queries received over the phone, in a professional and timely manner while demonstrating the highest standards of verbal communication

Technical Support

Sutherland Global Services
01.2009 - 08.2010
  • Resolved customer complaints and concerns with strong verbal and negotiation skills
  • Research client's issues in a timely manner and follow up with the customer with recommendations and action plans
  • Mentored new engineers by answering technical questions, escalating cases, and teaching detailed process development
  • Participated in team meetings weekly, ask questions and provide input on case backlog, technical process, and new processes within the department
  • Trained with senior system engineers to enhance my personal technical skills as a Technical Support Engineer and learned internal process for escalating cases and approving or denying handovers to specific verticals

Education

Tertiary School - BSCE

Far Eastern University - East Asia College
Manila, Metro Manila, Philippines
04.2001 -

Secondary School -

Saint James Academy
Malabon, Metro Manila, Philippines
04.2001 -

Primary School -

Saint James Academy
Malabon, Metro Manila, Philippines
04.2001 -

Skills

IT & Security Operations

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Timeline

Technical Support Administrator

Citadel Pacific Ltd
04.2024 - Current

Senior IT Engineer, Collaboration and Knowledge

Concepcion Business Services Inc.
10.2021 - 02.2024

Technical Support Engineer

SolarWinds Software Asia PTE Ltd.
12.2020 - 09.2021

Associate Consultant

ATOS-Syntel Infotech
08.2017 - 12.2020

Service Desk Supervisor

KMC Solutions Inc.
07.2016 - 03.2017

Process Associate

Genpact LLC
09.2014 - 05.2016

Technical Solutions III

Hewlett-Packard
06.2011 - 03.2013

Technical Support

Sutherland Global Services
01.2009 - 08.2010

Tertiary School - BSCE

Far Eastern University - East Asia College
04.2001 -

Secondary School -

Saint James Academy
04.2001 -

Primary School -

Saint James Academy
04.2001 -

Certifications & Trainings Attended

Nexus Education Services:

  • VMware vSphere 6.0 – Date Center Virtualization
  • Windows Server 2012 WDS
  • Hype-V & Powershell Cisco CCNA Voice-over-IP & Call Center Setup


Coursera:

  • Google IT Support Professional - Technical Support Fundamentals
  • Google IT Support Professional - The Bits and Bytes of Computer Networking


Harvard Manage Mentor:

  • Project Management
  • Process Improvement
  • Change Management
  • Strategy Execution
  • New Manager Transition
  • Team Management
  • Team Leadership


Genpact Internal:

  • L1 Facilitation and Presentations Skills
  • Professional Skills Training CLS
  • Emerging Excellence – End User
  • Green Belt Six Sigma
  • PH Quality: Lean Training
  • Lean Ace Trained and Tested

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Elmer II De GuzmanSystem Administrator