Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
EARLY CAREER ROLES
Additional Information
Interests
Timeline
Generic
ROLANDO DE JESUS

ROLANDO DE JESUS

Associate Tech Support Manager
San Jose Del Monte

Summary

Experienced IT operations and technical support leader with two decades in enhancing global service delivery. Demonstrated success in strategy execution, operational efficiency, and managing enterprise-level incidents. Expertise in developing high-performing teams to drive outstanding outcomes.

Overview

11
11
years of professional experience
6
6
Certifications
1
1
Language

Work History

Associate Tech Support Manager

Optum
03.2023 - Current
  • Lead L1–L2 enterprise technical support teams across multiple domains.
  • Drive support modernization and operational transformation initiatives.
  • Own SLA alignment, incident governance, and operational resilience.
  • Mentor team leads and specialists to uplift organizational capability.

Associate Tech Support Manager, ITRO

Optum
01.2018 - 01.2023
  • Managed global application support to strengthen stability, uptime, and performance.
  • Directed L2 support teams across regions; improved escalation standards and quality.
  • Established operational frameworks and KPI-driven performance routines.

RCO Site Lead

Optum
01.2015 - 01.2018
  • Led site operations and workforce planning for Philippine RCO.
  • Oversaw lifecycle administration and AP manual processes.
  • Improved reliability through process discipline and coaching.

Education

Information Technology Education - undefined

University of the East

Basic Seaman Training - undefined

Columbian College

COBOL Programming - undefined

STI

Skills

Management of service operations

Global advisory services

Development support

Service Level Agreement (SLA) monitoring

Operational efficiency assessment

strategic alliance building

Technical diagnostics ability

Process optimization

Certification

Microsoft Certified Professional

Accomplishments

  • IBM Onsite Support of the Year — 2007 & 2008
  • University of the East IT Scholar (Academic Excellence)
  • Promoted to RCO Associate Lead

EARLY CAREER ROLES

Progressive roles across Unilever Philippines, iConcerto Inc., IBM, HP Philippines, SPI/SEMICON, and Silicon Valley Computer Centre, covering application support, technical engineering, on-site IT support, and network/system administration.

Additional Information

Im interested in traveling to different places in the world.

I love to help the community service.

I love hiking.

Interests

Travel

Timeline

Associate Tech Support Manager

Optum
03.2023 - Current

Associate Tech Support Manager, ITRO

Optum
01.2018 - 01.2023

RCO Site Lead

Optum
01.2015 - 01.2018

Information Technology Education - undefined

University of the East

Basic Seaman Training - undefined

Columbian College

COBOL Programming - undefined

STI
ROLANDO DE JESUSAssociate Tech Support Manager