Jesus Balingasa
Quezon City,NCR, Metro Manila
Summary
Innovative IT Operations Manager experienced in optimising IT infrastructure and enhancing operational efficiency. Delivered impactful technology strategies aligned with business objectives through effective leadership of cross-functional teams and large-scale projects. Fostered collaborative environments, built high-performing teams, and strengthened client relationships, consistently exceeding stakeholder expectations.
Overview
1
1
Certification
13
13
years of professional experience
Work History
IT Operations Manager/CISO/DPO
Staff Domain PH
Pasig City, Metro Manila
05.2026 - Current
- Spearheaded cybersecurity initiatives, implementing robust measures to protect against digital threats.
- Oversaw deployment of software updates and patches, minimising system vulnerabilities and enhancing security.
- Led IT operations team, managing infrastructure and network systems to optimise performance and reliability.
- Conducted regular IT audits to identify areas for improvement and compliance with industry standards.
- Led projects to improve ICT system integrity and security.
- Streamlined IT support processes, reducing response times and improving overall user satisfaction.
- Managed IT budget, allocating resources effectively to ensure project completion within financial constraints.
- Facilitated cross-departmental collaboration to align IT strategies with organisational objectives.
- Coordinated with vendors and service providers to negotiate contracts and secure cost-effective solutions.
- Developed and maintained comprehensive documentation for IT systems and procedures, facilitating knowledge sharing.
- Participated in strategic planning meetings, offering insights from an IT perspective to guide organisational direction.
- Assessed computing needs and system requirements by liaising with users, vendors and technicians.
- Developed and communicated ICT standards and procedures.
- Fostered a culture of continuous improvement, leading to enhanced processes and increased efficiency.
- Developed and maintained relationships with key stakeholders, facilitating open communication and collaborative problem-solving.
- Oversaw on-site and off-site teams professionals working on diverse IT projects.
- Represented the company at ICT-related events across multiple industries.
IT Service Desk Manager (MSP)
Premier NX (Formerly PremierBPO Inc.)
Quezon City, National Capital Region
05.2022 - 09.2026
- Directed end-to-end IT Service Desk operations for a managed services program supporting The Newberry Group, delivering offshore services through Premier NX Philippines.
- Acted as the primary escalation point and strategic liaison between client stakeholders and executive leadership, facilitating governance meetings, performance reviews, and service calibrations.
- Led and mentored a multi-layered team structure including Supervisors, Coordinators, Trainers, and QA Auditors, ensuring alignment with operational goals and service excellence standards.
- Governed ITIL-aligned processes across Incident, Problem, Change, and Asset Management using ManageEngine ServiceDesk Plus Professional, consistently meeting and exceeding SLA/KPI targets.
- Architected and optimized workflow automation within ServiceDesk Plus, including business rules, SLA policies, escalation matrices, and custom triggers—significantly improving ticket routing accuracy and response times.
- Designed and implemented a fully automated service catalog, enabling efficient request fulfillment, standardized service delivery, and enhanced end-user experience.
- Leveraged automation and orchestration capabilities (auto-assignment, categorization, approval workflows, and notification triggers) to reduce manual workload and improve operational scalability.
- Monitored real-time dashboards and produced data-driven insights and executive reports, tracking SLA compliance, backlog trends, resolution metrics, and customer satisfaction.
- Championed problem management initiatives by identifying recurring incidents, conducting root cause analysis, and implementing long-term solutions to improve service stability.
- Established and maintained a robust knowledge management framework, converting complex technical resolutions into structured Knowledge Base Articles to improve first-call resolution rates.
- Managed user lifecycle processes (onboarding, offboarding, access control) and IT asset management through integrated systems and automated workflows, ensuring compliance and audit readiness.
- Fostered a culture of continuous improvement through coaching, performance management, and targeted upskilling programs, including sponsored technical training and certification initiatives.
- Strengthened cross-functional collaboration with infrastructure, security, and application teams to ensure efficient escalation handling and service delivery optimization.
- Maintained strict adherence to IT governance, security policies, and regulatory requirements, ensuring operational integrity and client trust.
- Demonstrated strong crisis management by responding to high-priority incidents and emergency escalations, ensuring minimal business disruption and rapid service restoration.
Team Leader (MSP)
Premier NX (Formerly PremierBPO Inc.)
Quezon City, National Capital Region
05.2020 - 05.2022
- Progressed from Service Desk Analyst (L1) to L3 through consistent top-tier performance, demonstrating advanced technical expertise, leadership capability, and operational excellence.
- Provided end-to-end technical support, IT administration, and incident management across diverse client environments, ensuring high availability and customer satisfaction.
- Supervised and led daily Service Desk operations, managing a team of analysts to deliver multi-channel support (phone, email, chat) aligned with ITIL best practices.
- Leveraged ManageEngine ServiceDesk Plus Professional and ConnectWise Manage to oversee ticket lifecycle management, ensuring efficient handling of incidents, service requests, and strict SLA adherence.
- Acted as the primary escalation point and Subject Matter Expert (SME) for complex and high-impact incidents, driving rapid resolution and minimizing business disruption.
- Partnered closely with Service Desk Manager and stakeholders to support operational governance, client engagements, and continuous service improvement initiatives.
- Directed workforce planning and queue management, including task prioritization, workload distribution, and scheduling to optimize team productivity and service levels.
- Configured and enhanced ticketing systems, workflows, SLAs, and escalation frameworks, improving service efficiency, visibility, and accountability.
- Implemented automation strategies within ServiceDesk Plus and ConnectWise (auto-assignment, prioritization, notifications, and workflow triggers), significantly reducing manual effort and accelerating response times.
- Led incident, problem, and change management processes, including root cause analysis and trend identification, to eliminate recurring issues and improve system stability.
- Championed knowledge management initiatives, creating and maintaining comprehensive documentation and Knowledge Base Articles to enhance first-contact resolution rates.
- Mentored and developed team members through structured coaching, training programs, and performance management, fostering a high-performing and continuously improving team culture.
- Spearheaded onboarding and training of new hires, ensuring seamless integration and alignment with operational standards and client expectations.
- Monitored and analyzed KPIs and service metrics, delivering actionable insights through reports and dashboards to senior leadership.
- Strengthened security awareness and incident response by identifying phishing attempts, coordinating with security teams, and guiding users on account protection and threat mitigation.
- Managed user lifecycle processes and asset tracking, ensuring compliance with organizational policies, audit requirements, and security standards.
- Maintained high standards of IT governance, compliance, and service excellence, consistently exceeding client expectations.
Sr. Technical Support, IT Operations
Convergys Philippines
Quezon City, National Capital Region
06.2015 - 01.2020
- Delivered comprehensive on-site IT support and systems administration for enterprise users, ensuring high availability of desktops, applications, and network services across production environments.
- Provided hands-on support for hardware, software, mobile devices, and peripheral systems, resolving issues efficiently to minimize operational downtime.
- Acted as the primary escalation point and liaison between on-site operations, global IT teams, engineering, and GNOC for incident management and outage coordination.
- Administered and supported Windows environments, Microsoft 365, and enterprise applications, including troubleshooting of email, collaboration tools, and user access issues.
- Managed Active Directory tasks such as user provisioning, access control, password resets, and group policy updates, ensuring compliance with security standards.
- Maintained and monitored local network infrastructure (LAN/Wi-Fi), performing basic network troubleshooting, connectivity checks, and coordination with network engineers for advanced issues.
- Oversaw hardware lifecycle management, including asset inventory, procurement coordination, deployment, imaging, upgrades, and decommissioning.
- Led data backup and recovery processes, ensuring data integrity, business continuity, and adherence to organizational policies.
- Conducted proof of concept (POC) initiatives for new technologies, systems, and tools on the production floor, supporting innovation and operational improvements.
- Coordinated with third-party vendors and service providers to resolve hardware, software, and infrastructure-related incidents, ensuring timely restoration of services.
- Performed system installations, configurations, patching, and updates, maintaining endpoint security and system performance.
- Supported IT service management processes, including incident logging, tracking, and resolution documentation within ticketing systems.
- Delivered end-user support for Microsoft Office applications, troubleshooting productivity issues and providing guidance to improve user efficiency.
- Implemented and enforced IT security best practices, including endpoint protection, vulnerability awareness, and user education on phishing and cyber threats.
- Assisted in capacity planning, workstation setup for new hires, and floor expansion projects, ensuring readiness of IT infrastructure for business growth.
- Maintained accurate documentation of IT assets, configurations, standard operating procedures, and troubleshooting guides.
- Responded to high-priority incidents and on-site escalations, ensuring rapid resolution and minimal disruption to business operations.
Technical Support Representative (Microsoft)
Convergys Philippines
Quezon City, National Capital Region
10.2013 - 06.2015
- Delivered high-quality phone and remote technical support to Microsoft customers across North America, ensuring a positive customer experience and timely issue resolution.
- Provided frontline support for Microsoft Office / Microsoft 365 (O365), including installation, activation, subscription management, and troubleshooting of core applications (Outlook, Word, Excel, Teams).
- Provided Level 1 technical support, troubleshooting software and account-related concerns while adhering to established procedures and service standards.
- Diagnosed and resolved Windows OS issues, including system errors, performance concerns, upgrades, and operating system reinstallation.
- Guided customers through step-by-step technical solutions, simplifying complex issues and improving user confidence and product usability.
- Ensured adherence to quality standards, KPIs, and customer satisfaction metrics in fast-paced support environment.
- Demonstrated effective communication, problem-solving, and customer service skills, consistently delivering professional and empathetic support.
- Assessed issue complexity and escalated cases to higher-tier support.
- Documented customer interactions and troubleshooting steps in ticketing systems to support knowledge sharing and process consistency.
Education
Bachelor's - Information Technology
STI College
Quezon City, National Capital Region, Philippines10-2013
JAVA EE -
University of the Philippines
Quezon City, National Capital Region, Philippines08-2013
CCNA - Cisco Certified Network Associate
University of the Philippines
Quezon City, National Capital Region, Philippines01-2017
Skills
IT Service Management & Leadership
- ITIL service management
- Service desk leadership
- SLA governance
- Service improvement
- ISO 27001 Audit
- Quality audits
- Client relationship management
Service Desk Platforms, RMM & Automation
- ManageEngine ServiceDesk Plus
- ConnectWise ticketing
- Datto RMM
- Ticketing Systems: ServiceNow, Jira
- Remote Support Tools (eg, Splashtop)
Microsoft Technologies & Identity Management
- Microsoft 365 administration
- Microsoft Intune management
- Azure AD management
- Active Directory, Group Policy (GPO)
- Azure Virtual Desktop (AVD)
Infrastructure, Systems & Networking
- Windows OS & Server Administration
- Network troubleshooting
- Virtualisation (Hyper-V)
- Hardware & Endpoint Lifecycle Management
- Data recovery
- Application Deployment & System Configuration
Asset management
- IT asset management
- Identity governance
- Incident handling
Operations, Reporting & Knowledge Management
- Performance metrics analysis
- Root cause analysis
- Knowledge base development
- Strategic problem solving
- Decision-Making & Time Management
- Stakeholder engagement
Certification
- CCNA Training Certificate (University of the Philippines)
- ITIL V4 Training (Alison.com)
- Microsoft Azure Administrator Training AZ-104 (Alison.com)
- Leadership & Management Skills for Business - Managing Employees (Alison.com)
- Cybersecurity for Business Training (ECCouncil)
- Cybersecurity Essentials Training (Nexus Cloud IT)
- Password Cracking Training (Nexus Cloud IT)
- SQL Injection Attacks Training (ECCouncil)
- JAVA EE Training (University of the Philippines)
Custom
- Talha Kamran - Head of Technology Practices (Premier NX)
- LinkedIn - https://www.linkedin.com/in/talhakamran2015/
- Sheryll Lin Lai - Solutions Architect (Premier NX)
- Linkedin - https://www.linkedin.com/in/sheryll0721/
Timeline
IT Operations Manager/CISO/DPO
Staff Domain PH
05.2026 - Current
IT Service Desk Manager (MSP)
Premier NX (Formerly PremierBPO Inc.)
05.2022 - 09.2026
Team Leader (MSP)
Premier NX (Formerly PremierBPO Inc.)
05.2020 - 05.2022
Sr. Technical Support, IT Operations
Convergys Philippines
06.2015 - 01.2020
Technical Support Representative (Microsoft)
Convergys Philippines
10.2013 - 06.2015
Bachelor's - Information Technology
STI College
JAVA EE -
University of the Philippines
CCNA - Cisco Certified Network Associate
University of the Philippines