Alan Plasencia

Recognized as a PeopleCert Ambassador for my experience in applying, teaching, and advocating ITIL as a practical, real-world service management approach. Through this role, I focus on: - Translating ITIL concepts into simple, relatable, and actionable practices. - Delivering ITIL training grounded in real service delivery and leadership experience. - Helping teams move beyond theory toward value creation, customer experience, and operational improvement. - Promoting a people-centric and co-creation mindset in IT service management. - Supporting organizations across industries in adopting ITIL in ways that actually work in their context. This ambassador role reinforces my commitment to practical ITIL education and consulting - bridging framework guidance with day-to-day service realities to help teams deliver better outcomes.

Leads company-wide IT service delivery and service quality strategies across business units. Drives implementation of reporting and compliance frameworks aligned with stakeholder expectations. Conducts regular operational reviews with technical and business teams to align performance goals.

Managed end-to-end IT service operations, including NOC and Service Desk. Ensured SLA adherence and executed improvement projects for service processes. Engaged with clients and internal teams to align delivery with evolving business needs.

Managed infrastructure support for factory and office operations. Led successful data center and firewall relocations with full compliance to global ISMS standards. Supported the roll-out of cloud-enabled tools and aligned operational strategies with Nestlé’s digital roadmap. Achievements • Established the 1st Managed Network Services Team (MSP) responsible for market IT network infrastructure, including project implementation (such as Firewall DMZ, LBO, HQ Data Center Relocation), documentation of network processes and layouts, as well as ensuring security & compliance through the execution of ISMS controls. • Transformed internet connectivity & improved bandwidth capacity in all sites. Achieved 30% cost reduction on internet usage and improved user experience, helping the business achieve targets through fast & reliable internet connection. • Implemented Managed Print Services across the market. Achieved 49% reduction on printing expenses.

Supervised factory IT security & compliance, and coordinated technical documentation and audits. Improved operational performance through process enhancements and cross-functional coordination. Contributed to sustainability efforts through resource efficiency initiatives such as MPS (Managed Print Services). Achievements • Championed IT security & compliance of Market’s factory floor solutions & infrastructure through successful implementation of secured & compliant solutions (e.g. HyperV, DMZ Firewall, ThinManager & ThinClient solution) • Managed the transition from physical servers to a virtual environment (HyperV) in 5 major factories, thereby improving network efficiency and reducing hardware costs. • Achieved Security & Compliance target set by the Global team, through team collaboration, and coordination with cross-functional team, and business stakeholders. • Implemented Managed Print Services in one major factory. Achieved 35% cost reduction on printing expenses every year.

Managed the day-to-day operations of Factory IT Operations and led the Factory Automation Systems team in all factories. Achievements • Established FAS (Factory Automation System) team responsible for ensuring IT security & compliance in all factory floor solutions & infrastructure. • Led the commissioning of IT infrastructure of new factory. Established & managed day-to-day operations of IT support team. • Improved IT support team through upskilling, training, knowledge transfer, and project exposure.

• Pioneered member of Information Technology section providing 1st level support to the Shared Service Center based in Manila and Bangalore, India. • Led the Service Desk team. Established processes and best practices, while performing incident & request management, user account management using Active Directory, SAP account management, spearheaded the creation & update of operational procedures, and initiated value-added processes/practices that enhances Service Desk operations.

• Provided user access to the business application to be used based on the user requirements in accordance to defined business rules • Enforced user administration policies