Open To Work
Joesselle Milkos Michael Bilason
IT Deployment Manager
Makati City,Metro Manila
Work Preference
Summary
Experienced IT Deployment Manager with 16 years of combined expertise in infrastructure deployment, technical support, and business operations. Currently leading IT infrastructure rollouts in retail environments, with a focus on patch and vulnerability management, and cross-functional coordination. Proven background in incident resolution, stakeholder communication, and process optimization, supported by a decade in service desk operations and three years in entrepreneurial leadership.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Deployment Manager
Safeway Philtech
05.2023 - Current
- Lead monthly patching operations for over 16,000 virtual machines across Windows and Red Hat Linux (RHL) environments, ensuring compliance, stability, and security across enterprise systems.
- Develop and maintain dashboards, documentation, and activity and workload trackers used by senior management to assess team performance and optimize resource allocation.
- Serve as the primary point of contact for cross-functional coordination during patching cycles, facilitating seamless communication between infrastructure, application, and support teams.
- Manage package deployments in both Ecert and Production environments using Radia and Microsoft Active Directory Tools, supporting system updates and ensuring minimal disruption to operations.
- Collaborate closely with the Scrum Master to identify and streamline processes for optimization, contributing to improved team efficiency and alignment with Agile project goals.
IT & POS Systems Support
Bareburger LLC
02.2022 - 03.2023
- Oversaw and optimized the company’s digital infrastructure, including third-party platform integrations such as Toast, Lunchbox, UberEats, Grubhub, DoorDash, and Delivery.com, ensuring seamless operations and data flow across systems.
- Delivered prompt incident management and technical support, serving as the primary contact for stakeholders via chat and email, resolving issues efficiently to maintain service continuity.
- Compiled and presented quarterly performance reports focused on third-party integration metrics, providing actionable insights to leadership for strategic decision-making.
Customer Relationship Manager
MAS GROUP LLC
04.2019 - 11.2021
- Managed customer relations on ongoing basis to maximize customer retention.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
Sr. Service Desk Analyst
XBS - ATOS
06.2015 - 12.2018
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Developed training materials for new service desk analysts, resulting in faster onboarding and increased productivity.
- Contributed to ITIL-based process improvements within the service desk environment, promoting best practices across the team.
- Conducted regular reviews of open tickets, ensuring timely follow-up actions were taken to drive issue resolution successfully.
Education
Business Management
ATENEO DE NAGA UNIVERSITY
NAGA CITY, CAMARINES SUR06-2008
High School Diploma -
ATENEO DE NAGA UNIVERSITY
NAGA CITY CAMARINES SUR03-2003
Skills
- Incident management
- Cross-functional coordination
- Rollout coordination
- Teamwork and collaboration
- Business process improvement
- Agile methodology
- Project management
Certification
Google Project Management: Professional Certificate
05/2024 - 08/2025
Comprehensive hands-on training program focused on project initiation, planning, Agile and Scrum methodologies, stakeholder communication, risk management, and budgeting.
License To Lead
02/2018 - 11/2018
A Company-sponsored training program on foundational principles of process improvement and quality management using Six Sigma methodologies.
Timeline
IT Deployment Manager
Safeway Philtech
05.2023 - Current
IT & POS Systems Support
Bareburger LLC
02.2022 - 03.2023
Customer Relationship Manager
MAS GROUP LLC
04.2019 - 11.2021
Sr. Service Desk Analyst
XBS - ATOS
06.2015 - 12.2018
Business Management
ATENEO DE NAGA UNIVERSITY
High School Diploma -
ATENEO DE NAGA UNIVERSITY