Nonan Ferandru Mercado

Lead and manage the IT Department and Service Desk team, aligning IT operations with the school’s academic and administrative objectives. Develop and implement IT policies, operational procedures, and cybersecurity practices to ensure data protection, compliance, and secure network systems. Oversee daily IT support operations including ticket triaging, SLA monitoring, and reporting to ensure timely resolution and high service quality. Provide leadership and coaching to the Service Desk team, supporting skills development, performance reviews, and a culture of customer service and continuous improvement. Manage the full lifecycle of user accounts for staff and students, including onboarding, role changes, and offboarding, ensuring proper access control and timely provisioning. Maintain asset lifecycle management covering procurement, inventory tracking, maintenance, and disposal of end-user devices. Administer Uniflow-based network printing across multiple campuses, including print queue management, usage monitoring, and troubleshooting. Oversee network infrastructure including firewall configuration, campus connectivity, DNS/DHCP services, and backup systems to ensure uptime and security. Coordinate incident management and service escalations, improving first-time resolution rates and maintaining knowledge documentation. Plan and deliver IT initiatives such as cloud migrations (Google Workspace and Microsoft 365), device rollouts, and implementation of new software systems. Monitor Service Desk metrics and user feedback to identify improvement opportunities, produce performance reports, and communicate trends to leadership. Manage IT vendors and procurement of hardware and services with a focus on cost efficiency and compliance. Maintain hands-on technical support across Windows, macOS, Microsoft Entra ID, Microsoft 365, and Google Workspace.

• Troubleshot problems or issues with desktops and laptops. • Diagnosed and troubleshot hardware, software and network issues. • Installed, configured and maintained computer systems and network connections. • Removed malware, ransomware, and other threats from laptops and desktop systems. • Patched software and installed new versions to eliminate security problems and protect data. • Tested new software and hardware prior to deployment. • Assisted in development of system security protocols. • Supported operating system and various tools and applications. • Documented troubleshooting and corrective actions in ITD portal. • Pioneered in migration of location. Ensured that all requirements were met so that users would be able to serve patients on day they have moved in. • Ensured that company's transition to M365 was smooth.

Happy Family School of Excellence is an international school whose goal is to help each child succeed, one happy family at a time. HFSE International School is committed to providing a nurturing and loving environment that produces well-rounded, proactive, valuable, and successful global citizens through quality education, skills development, and a holistic approach. Responsibilities: 1. Guide the students to be the best they can be. 2. Create lesson plans suited to the different learning styles of each student. 3. Record the progress of students. 4. Ensure that the lesson is delivered well. 5. Set Examinations for the different subjects taught ( Filipino and Science ) 6. Ensure that the quality of the test papers set by my team is relevant and with no errors. 7. Coordinate with team members to develop and improve the subject syllabus. 8. Plan for events and ensure their success 9. Carry out admin work. 10. Represent the school during webinars and conventions. 11. Establish Regular training for professional development. .

Heritage Academy is a private, international school of quality with the vision to see young lives transformed and characterized by excellence. Responsibilities: 1. Prepare Scheme of Work - We are to plan out the activities and lessons for the enrichment of the children. 2. Supervise progress of students' - Test results - Scoring and Recording. - Completion of number of PACEs - help the students to finish certain number of PACEs per term. - Passing rate - They should also pass the Test that is given to them. - Progression rate - It looks at the rate that we are able to bring children to the next grade. - Students' average attendance rate 3. Mark assignments and assessments in the timeframe given with the marking guide 4. Keep updated with developments in teaching area, resources and methods to stay relevant 5. Comply with School of Tomorrow Quality Status Requirements e.g. adhere to ACE procedures, embrace the school VMVC 6. Manage course and PACE tests 7. Guide students in their learning 8. Maintain discipline in the class or school 9. Carry out adequate communication with parents, staff and superior 10. Conduct Chapel and Character First 11. Support administrative tasks and training

I was a Specialist in the Singapore Armed Forces under CSSCOM. I was trained in mechanical engineering and support the Army in maintaining C-type Vehicles. I was also able to lead my team into becoming the best section of a combined exercise during my service.