Jack Vincent Balcita

Full-Stack Web & IoT Development

• Developed a centralized reporting dashboard (Laravel, Vue.js, InertiaJS, TailwindCSS) to streamline attendance tracking, performance monitoring, document management, and ServiceNow reporting.
• Contributed in the development of Python-based IoT applications for Raspberry Pi, enabling real-time data collection & automation, cutting manual reporting by 40%.
• Optimized API performance & database queries (MySQL, Redis), reducing load times by 35%.

Cloud & System Optimization

• Managed cloud-native applications on GCP, ensuring 99.9% uptime and reducing cloud costs by 20%.
• Implemented security best practices (IAM, encryption, compliance) to strengthen cloud infrastructure.
• Automated IT workflows, reducing manual workload by 50%.

Leadership & Technical Support

• Mentored junior engineers and conducted cross-training on MacOS/iOS, Office 365, SCCM, and Python.
• Led Tier-3 troubleshooting, reducing critical downtime by 30%.
• Managed JAMF-based Apple device security, optimizing deployment and lifecycle management.

Web Development & System Automation

• Led the development & optimization of an Asset Management System using PHP, Laravel, Bootstrap, and MySQL on Google Cloud Platform (GCP), ensuring high availability & scalability.
• Automated key business workflows in Procurement, Finance, HR, and Conflict of Interest management, reducing manual effort by 50% and increasing operational efficiency.
• Enhanced system performance by implementing database indexing, caching strategies (Redis), and query optimizations, reducing load times by 40%.

IT Asset Management & Security

• Managed the full IT asset lifecycle, from procurement to deployment and decommissioning, ensuring 100% compliance with IT policies.
• Served as the senior escalation point for complex IT issues, resolving 90% of critical incidents within SLA targets.
• Collaborated with leadership teams to establish strategic asset management policies, improving accountability and cost tracking.

Technical Support & Device Management

• Administered JAMF Pro MDM for Mac & iPad device management, optimizing security policies and compliance.
• Reduced system downtime by 35% by analyzing incident trends and implementing proactive root cause solutions across multiple regions.
• Developed automation scripts to streamline routine IT operations, reducing manual workload by 50%.

Process Optimization & Continuous Improvement

• Optimized database structures to improve system performance & data accuracy, supporting more efficient decision-making.
• Recommended & implemented cost-saving initiatives, reducing subscription costs by 30% while maintaining service quality.
• Led UX/UI improvements for internal web applications, enhancing user experience and functionality.
• Integrated emerging technologies to modernize systems, fostering a culture of continuous improvement within the IT and development teams.

Web Development & IT Automation

• Designed & deployed an automated Inventory Management System using PHP, Bootstrap, JavaScript, and MySQL, eliminating manual asset tracking via Excel.
• Deployed system on Windows Server, ensuring seamless cross-department integration and accessibility.
• Implemented real-time asset monitoring & PDF export functionality, improving accountability & tracking accuracy by 40%.

Incident Management & IT Support

• Provided first-level IT support to 500–1,000 employees, ensuring fast resolution of software, hardware, and network issues.
• Escalated & troubleshot complex IT incidents, maintaining a 95% resolution rate within SLA targets.
• Developed troubleshooting guides to improve efficiency and reduce ticket resolution time.

Asset Tracking & Lifecycle Management

• Digitized asset tracking with real-time status updates, enhancing equipment accountability & reducing loss by 30%.
• Managed IT equipment onboarding/offboarding, ensuring compliance with corporate asset management policies.

Cost Savings & Process Optimization

• Eliminated paper-based tracking, reducing printing costs and cutting administrative overhead by 25%.
• Integrated asset management system with internal IT processes, enhancing operational efficiency & reducing redundant tasks.

• Optimized Service Desk operations by standardizing incident, request, and defect resolution processes, reducing response time by 30%.
• Provided real-time chat support, diagnosing and resolving hardware/software issues, ensuring 99% SLA compliance for ticket resolutions.
• Improved ticket accuracy by identifying and redirecting misrouted tickets, reducing resolution delays by 25%.
• Collaborated with cross-functional teams to streamline ticket escalations, leading to faster issue resolution and improved service delivery.
• Led troubleshooting efforts for critical IT incidents, mitigating major system downtimes and enhancing global operations stability.
• Developed automated PHP-based reporting tools for Service Center initiatives, reducing manual reporting time by 50%.
• Implemented root cause analysis procedures, proactively resolving recurring IT issues and increasing overall system efficiency.

• Provided first-level technical support for desktop, RDP/VPN, business applications, and IP phones, resolving 90% of issues on first contact.
• Escalated complex IT incidents to specialized teams, ensuring quick resolution and minimal downtime.
• Managed user access via Active Directory, maintaining secure authentication and minimizing unauthorized access risks.
• Collaborated with software vendors to troubleshoot and resolve application errors, reducing downtime by 30%.
• Developed troubleshooting protocols for undocumented issues, improving support efficiency and reducing repeat incidents by 25%.
• Maintained and updated the corporate Knowledge Database, enhancing troubleshooting accuracy and response time.
• Provided engineering support for mobile devices (iOS & Android), ensuring seamless device performance and user productivity.
• Conducted virus mitigation, hardware diagnostics, and managed hardware replacements, reducing security vulnerabilities.
• Led critical incident escalations, ensuring global operations stability and adherence to SLA targets.
• Served as the primary point of contact for team projects, ensuring workflow continuity in the absence of leadership.

• Provided first-level technical support, resolving 90% of computer-related issues on first contact across multiple regions.
• Diagnosed and resolved complex software and hardware issues, minimizing disruptions and ensuring 99% system uptime.
• Streamlined ticket management, ensuring accurate creation, categorization, and prioritization, improving resolution efficiency by 30%.
• Optimized troubleshooting procedures, reducing average resolution time and enhancing customer satisfaction ratings.
• Managed high-volume call support, efficiently handling technical issues for hundreds of users daily.
• Escalated critical incidents to international support teams, ensuring rapid resolution and minimal business impact.
• Provided clear technical guidance to end users, reducing repeat support requests by 25%.
• Contributed to process improvements, enhancing service desk efficiency and adherence to ITIL best practices.

• Provided first-tier technical support for Windows OS, Microsoft Office Suite, and enterprise applications, achieving a 90% first-call resolution rate.
• Diagnosed and resolved complex technical issues, optimizing system performance and ensuring 99% system uptime.
• Delivered exceptional customer service, handling high-pressure situations while maintaining a 95% customer satisfaction rating.
• Surpassed performance targets, consistently ranking among the top 10% of support engineers for efficiency and resolution speed.
• Managed sales and licensing for Microsoft products, contributing to increased revenue and customer retention.

• Investigated and resolved fraudulent transactions, assisting in card replacement and account recovery to minimize customer financial loss.
• Managed high-volume inbound and outbound customer communications, ensuring 99% adherence to service-level agreements (SLAs).
• Analyzed transaction patterns to detect and prevent fraud, reducing chargeback disputes by 20%.
• Utilized active listening and problem-solving skills to deliver efficient, customer-focused solutions, increasing satisfaction scores.
• Worked cross-functionally with fraud prevention teams, improving fraud detection accuracy and response times.