Mayo D.
Senior IT Infrastructure Engineer
Open to offersNew to PlatformAbout
Mayo D., an experienced IT professional from Kalibo Aklan, Philippines, boasts over 20 years of industry experience, excelling in delivering technical solutions and managing IT infrastructure. In his recent role as an IT Support Engineer at Babble Cloud Limited in London, he served as the primary contact for technical support, providing swift resolutions to customer issues and managing Microsoft 365 services. During his tenure at WNS Philippines as a Deputy Manager, Mayo led the Desktop Support team, ensuring 24/7 IT service availability and adhering to IT compliance and framework standards. At Transcom Worldwide, he facilitated applications support and streamlined IT processes, demonstrating proficient troubleshooting skills. Throughout his career, Mayo has been adept at maintaining network security, administering systems like Symantec Endpoint Protection and Google Workspace, and leveraging skills in Microsoft 365 Admin Centre, Active Directory, and WatchGuard. His technical acumen continues to support business growth through innovative IT strategies.
Experience
IT Support Engineer
Babble Cloud Limited · 2023 — 2025Served as the primary point of contact for technical support, delivering timely resolutions for customer computer and application issues. Engaged in daily system operational tasks to monitor, triage, and support incoming tickets and issues, following Service Level Agreements and Standard Operating Procedures. Managed the administration of the Microsoft 365 Admin Centre, and oversaw employee onboarding and offboarding processes, including workstation configuration and hardware provisioning. Addressed issues related to Active Directory and provided support for various Microsoft 365 services such as MS Office, MS Teams, Exchange Online, SharePoint, OneDrive, and Azure Active Directory. Managed resolutions for Windows desktops, laptops, printers, and network connectivity. Administered Symantec Endpoint Protection, Google Workspace, and Watchguard while being familiar with Mimecast and Sophos Central. Monitored systems for stability, performance, and security vulnerabilities, escalating issues when needed.Deputy Manager – Enterprise IT
WNS Philippines · 2021 — 2022Managed the IT infrastructure encompassing servers, telecom, and desktops to address changing business needs. Supervised the Desktop Support team, ensuring IT service availability and providing 24/7 support across all locations. Provided technical and strategic guidance within the organization, managing incidents and events as per established procedures until they were resolved or identified. Maintained the IT service management framework, overseeing the processes of incident, change, configuration, request, and problem management. Supervised IT vendors and managed IT asset management processes while conducting capacity planning for optimal resource allocation. Ensured IT audit and compliance with relevant regulations and standards.Global IT-Applications Infrastructure Engineer
Transcom Worldwide · 2018 — 2021Facilitated service and support for internal applications and platforms, handling incidents, requests, and deliverables. Developed strong working relationships with technical and regional leaders in the IT organization, managing escalations with different technical teams while providing feedback and communication for process improvement. Ensured compliance with processes and company standards across all workflows, particularly for new system deployments and BAU requests that required changes in software or hardware infrastructure. Participated in Root Cause Analysis at the business's request and supported the internal Problem Management process by ensuring proactive communication of findings from engineers and collaborating with other IT teams to prevent future incidents.Senior Technical Infrastructure Management Engineer
Tech Mahindra Ltd. · 2009 — 2018Provided technical leadership across IT operations while ensuring the maintenance of systems and telecom infrastructure. Oversaw systems infrastructure monitoring and took charge of implementing new clients, technology build-outs, major system upgrades, and migrations, along with first-level support for IT operations. Managed IT-related issues in alignment with service level agreement using a ticketing tool, and responded to inquiries via chat, email, or phone support. Monitored application performance on systems and ensured compliance with software standards and data security in line with PCI DSS. Documented process procedures and technical issues while updating employee orientation guidelines regarding IT policies and practices. Administered local servers and ensured the security of the IT infrastructure against various threats.
Skills & Expertise
Education
- Bachelor of Science in Electronics & Communications EngineeringPolytechnic University of the Philippines · 1996 — 2001