Jaime Cesar Tibe, MIT
Senior Desktop Support Manager
Davao City
Summary
A Senior Desktop Support Manager with over 20 years of experience and a Master's degree in Information Technology. Expertise in providing exceptional end-user support, ensuring the highest level of information security, managing network administration, supervising systems administration, and delivering practical training and development programs. Proven ability to motivate and lead teams to achieve company goals while providing excellent customer service. Strong problem-solving skills, attention to detail, and a desire to stay current with industry trends and technologies are required.
Overview
23
23
years of professional experience
8
8
Years of Academic Experience
15
15
Years in IT Industry Experience
Work History
Desktop Support Senior Manager
Awesome CX
Davao
08.2022 - Current
- Managed 4 Desktop Support Manager and a 30 + Engineers team, providing exceptional IT support to over 3000+ end-users within the organization while ensuring all requests and incidents were resolved within agreed service levels
- Developed and implemented desktop support policies, procedures, and processes aligned with the company's IT policies and standards
- Ensured the desktop support team had the resources, tools, and training to perform their duties effectively
- Identified and escalated issues that required higher-level support and worked with other IT teams to resolve them
- Worked closely with other IT teams to ensure that desktop support services were integrated with other IT services, including service management, network infrastructure, security, and compliance
- Managed the performance of the desktop support team, including regular reporting and analysis of group and individual performance against agreed service levels
- Developed and maintained relationships with key stakeholders in the business, ensuring that desktop support services were aligned with business requirements
- Ensured the desktop support team complied with all relevant regulatory and legal requirements
- Continuously reviewed and improved desktop support services to ensure they aligned with the needs of the business and the changing IT landscape
- Ensured that all desktop support documentation was accurate, up-to-date, and easily accessible to the team
- Provided regular reports to senior management on the performance of the desktop support team and the delivery of desktop support services
- Participated in developing the organization's IT strategy, ensuring that desktop support services were aligned with the overall IT vision
- Collaborated with other IT teams to develop and implement disaster recovery and business continuity plans for desktop support services.
Senior IT Engineer
EzyNode Pty Ltd
Sydney
12.2021 - 03.2022
- Supervised daily operations of network and server infrastructure to ensure optimal performance
- Evaluated risks and developed effective network recovery and backup processes
- Assessed and purchased new and replacement hardware to optimize performance and reduce costs
- Ensured compliance with applicable laws, codes, and regulations
- Tested, troubleshot, and adjusted information systems to operate effectively
- Implemented and maintained strong security measures for networks, data, and communication systems
Information Technology Supervisor
Nickel Asia Corporation, Cagdianao Mining Corporation, Dinagat Islands
Caraga
09.2019 - 12.2020
- Managed the implementation, maintenance, and asset management of IT and telecommunications infrastructure within the mining site, ensuring that systems were functioning efficiently and effectively to support the company's operations
- Conducted analysis and design of computer networks to support mine site internet and email requirements, CCTV, accounting and inventory software, time and attendance automation, and other related systems
- Supervised IT projects, ensuring they were completed on time, within budget, and to the required quality standards
- Monitored and assessed network security and stability, identifying potential risks and implementing necessary measures to ensure the integrity and confidentiality of company data
- Developed and maintained IT policies, procedures, and process flows, ensuring compliance with relevant regulations and industry standards
- Coordinated and supervised third-party software, ensuring all work was carried out to the required standards and within budget
- Developed and monitored the IT operations annual budget, ensuring that resources were allocated appropriately and cost-effectively
- Supervised and provided training to direct reports and other staff on new applications, software, and hardware, ensuring hardware maintenance were equipped with the necessary skills to perform their duties effectively
- Reported regularly to the immediate superior on the performance of the IT operations and any significant issues or developments
- Collaborated with other departments and stakeholders to identify and implement IT solutions that support the company's strategic objectives and business goals.
Information Technology Supervisor
Iconsolution FZE
Dubai
02.2017 - 09.2019
- Successfully oversaw the coordination of multiple software vendors and ensured the smooth functioning of Guest Internet, Property Management
- Systems, Point of Sale (POS), IPTV, Telephony systems, and CCTV
- Managed the configuration, maintenance, and support of network devices, servers, workstations, PABX, email accounts, CCTV, and underlying server/ desktop infrastructure
- Established and implemented preventive maintenance schedules for IT hardware and software and conducted regular backups to ensure business continuity
- Led project scoping and planning, technical strategy development, budgeting, and staffing requirements for new IT initiatives
- Drafted and enforced IT policies and procedures, ensuring compliance with relevant regulations and standards
- Implemented and managed the Disaster Recovery Process and IT Security
- Policies and provided staff training to ensure compliance with relevant
- Standard Operating Procedures
- Resolved user challenges and concerns associated with the use of personal computer equipment.
IT Engineer
Iconsolution FZE
Dubai
01.2016 - 02.2017
- Escalated IT issues to the IT Manager where necessary
- Managed backups and tape rotation
- Undertook small to medium-sized IT projects as instructed by the IT Manager
- Supported and maintained MS Server/Desktops and MS Exchange
- Ensured security and upgrades were applied and kept up-to-date on desktops and laptops
- Reported faults and held logs on servers, desktops, and laptops
- Set up and configured new core servers
- Created purchase requisitions for IT hardware/software
- Ensured all software purchased licensing was recorded and maintained
- Maintained Exchange server mailbox and archived mailboxes
- Set up new users and disabled expired accounts to HR requirements
- Executed troubleshooting and server support in both in-person and remote situations
- Maintained service schedule for software and hardware
- Performed scheduled service work, installations, testing and repairs
IT Supervisor
Hues Boutique Hotel
Dubai
11.2015 - 01.2016
- Analyzed all IT infrastructures and prepared comprehensive reports to senior management that identified areas for improvement, potential risks, and opportunities for innovation
- Designed and executed all IT policies and procedures, ensuring they aligned with the company's strategic objectives and complied with relevant regulations and industry standards
- Coordinated with various departments to design all management reports for all IT projects and administered everyday activities for all IT systems, ensuring they functioned efficiently and effectively
- Oversaw the efficient working of all IT personnel, providing guidance, coaching, and training to ensure they had the necessary skills to perform their duties effectively
- Determined and implemented various IT procedures and assisted in integrating various processes into new and existing systems, ensuring that they were integrated seamlessly and any potential issues were identified and addressed proactively
- Administered the project list and prioritized all work, ensuring that resources were allocated appropriately and that projects were completed on time, within budget, and to the required quality standards
- Collaborated with department personnel and designed innovative solutions for all IT issues, maintaining all hardware and software for processes according to security requirements
- Organized and conducted all staff meetings for project reviews, ensuring that all stakeholders were informed of IT project progress and any significant issues or developments
- Supervised all IT operation systems and services, ensuring they were functioning efficiently and effectively and identifying and addressing any potential issues proactively.
Academic Dean of Information Technology
Northeastern Mindanao Colleges
Surigao City, Philippines
05.2007 - 07.2015
- Managed all aspects of student-faculty affairs, including orientation programs, subject shifting, adding and dropping, and room assignments, in collaboration with the Office of Student Affairs and the Registrar's Office.
- Conducted interviews for prospective students and assessed their qualifications for admission to the college.
- Provided academic counseling and guidance to students in collaboration with the Guidance Office.
- Addressed and resolved student complaints and issues promptly and effectively.
- Oversaw the recruitment and orientation of newly appointed and existing faculty members, ensuring a solid and cohesive academic team.
- Evaluated faculty performance through classroom visits and administrative reviews by area coordinators.
- Approved faculty members' study load based on the Vice President of Academic Affairs' recommendations.
- Developed and maintained academic policies, procedures, and processes to ensure compliance with industry standards and regulations.
- Collaborated with various departments and stakeholders to identify and implement academic solutions aligned with the college's strategic objectives and goals.
- Prepared regular reports on academic performance and presented them to senior management.
- Managed the academic budget to ensure cost-effective allocation of resources appropriately and cost-effectively.
Education
Master of Science - Information Technology
Saint Paul University
Tuguegarao City, PH 04.2003 - 04.2004
Bachelor’s Degree - Computer Science
Saint Paul University
Surigao City, PH 01.1996 - 01.2000
Skills
Team Leadership
Implementation Of PoliciesSenior Stakeholder ManagementPerformance Management
Continues improvement
Technical Support
Help Desk Support
Timeline
Desktop Support Senior Manager
Awesome CX
08.2022 - Current
Senior IT Engineer
EzyNode Pty Ltd
12.2021 - 03.2022
Information Technology Supervisor
Nickel Asia Corporation, Cagdianao Mining Corporation, Dinagat Islands
09.2019 - 12.2020
Information Technology Supervisor
Iconsolution FZE
02.2017 - 09.2019
IT Engineer
Iconsolution FZE
01.2016 - 02.2017
IT Supervisor
Hues Boutique Hotel
11.2015 - 01.2016
Academic Dean of Information Technology
Northeastern Mindanao Colleges
05.2007 - 07.2015
Master of Science - Information Technology
Saint Paul University
04.2003 - 04.2004
Bachelor’s Degree - Computer Science
Saint Paul University
01.1996 - 01.2000