ARMAND MERCADO
Summary
I'm a seasoned IT professional with over 15 years of experience in fast-paced startups and high-growth environments across both Web2 and Web3 organizations. I've successfully developed and executed IT strategies that not only boost productivity and streamline workflows but also deliver measurable business success. My skills and experience enable me to step in and make a meaningful impact right away, as I excel at staying organized, thriving under pressure, and providing exceptional independent support while leading initiatives to improve operational efficiency.. My expertise in conducting in-depth audits to identify inefficiencies has consistently led to significant cost savings, optimized processes, and overall performance improvements, directly contributing to business growth. Additionally, I bring extensive knowledge of the Web3 ecosystem, with a strong understanding of blockchain technology and its development.
Overview
16
16
years of professional experience
1
1
Certification
Work History
IT Manager
Aptos Labs
07.2023 - 02.2025
- Managed IT operations and independently supported over 200 employees globally, while developing and implementing an on-call process to ensure the timely resolution of urgent issues.
- Developed a Notion self-service knowledge base, empowering employees to quickly resolve common tasks, reduce downtime, and enhance productivity without relying on support.
- Managed the corporate MDM platform to secure and oversee IT assets, optimizing operational efficiency and cost control by ensuring hardware reuse and minimizing unnecessary purchases.
- Strengthened vendor relationships to secure favorable pricing on existing licenses and reduce costs for future procurement, leading to significant savings and enabling the company to allocate resources to higher-impact initiatives.
- Oversaw company IT projects, collaborating with cross-functional teams to ensure initiatives positively impacted business operations and enhanced user productivity, while proactively identifying and eliminating unnecessary projects to optimize costs and resource allocation.
- Introduced and managed IT tools that aligned with business needs, boosting productivity while phasing out underutilized or costly solutions.
- Implemented streamlined onboarding and offboarding workflows to ensure new hires could begin work immediately with all tasks completed, while developing a comprehensive offboarding process to ensure timely account deactivation and retrieval of licenses, safeguarding company security.
- Scheduled quarterly meetings with cross-functional teams to review service performance, address challenges, and identify areas for improvement, both within IT and across other departments, fostering a collaborative environment for continuous enhancement.
IT Manager
Binance.US
01.2022 - 06.2023
- Built an IT support team of four from scratch, strategically distributed across multiple time zones, to provide seamless IT assistance for over 800 employees on a global scale.
- Onboarded IT tools that aligned with the company's needs, providing significant value, while retiring outdated and costly platforms. This resulted in enhanced productivity and operational efficiency.
- Managed the oversight of company IT projects to ensure they stayed within the allocated budget, while consistently meeting timelines and deadlines.
- Managed and led the SOC2 compliance frameworks to ensure the proper handling of sensitive data for the organization.
- Created and implemented a cybersecurity program requiring employees to complete quarterly and annual security assessments. This ensured employees stayed informed about current cybersecurity threats while fostering accountability to protect the organization from potential cyber risks.
- Built a real-time dashboard to monitor service performance and track support ticket resolution times, ensuring timely issue resolution. The dashboard also tracks team performance metrics and is accessible to both IT and executive leaders for enhanced visibility and decision-making.
- Fostered strong global vendor relationships to negotiate competitive pricing and reduce costs worldwide, ensuring consistent productivity and avoiding disruptions to operations across all regions.
IT Administrator, Lead
Pacific Biosciences
09.2020 - 01.2022
- Provided extensive technical support to a global team, resolving issues promptly to minimize downtime and maintain productivity
- Spearheaded the procurement and deployment of equipment, ensuring employees had the tools needed to perform at their best
- Developed and conducted onboarding sessions for new hires, focusing on company culture, policies, and productivity-enhancing tools
- Managed user accounts and access permissions, ensuring data integrity and security while enabling seamless collaboration
- Trained staff on new technologies, improving team skills and productivity by 15%
Lead IT
LinkedIn Corporation
08.2009 - 06.2020
- Worked with engineering teams as part of the rotating on-call support team to diagnose and resolve critical Tier 3 issues, ensuring minimal disruption to key services.
- Managed the oversight of service performance for the MSP responsible for Tier 1 and Tier 2 support, ensuring they consistently met service level agreements (SLAs) and delivered quality support.
- Built a team of five support technicians overseas to manage Office 365 support cases, while overseeing performance metrics to ensure service level targets were consistently met.
- Pioneered the executive support team, developing workflows and processes to ensure timely and efficient support for C-level executives.
- Led large-scale IT projects, ensuring all deliverables were met and completed within the agreed-upon timelines.
- Managed global IT hardware procurement, ensuring adherence to budget while maintaining availability of hardware to prevent operational disruptions for employees.
Education
Associate of Science - Computer Network Systems
ITT Technical Institute
02-2004
Skills
- Google Workspace
- Office 365
- Active/Azure AD
- Okta
- Slack
- Jamf
- Jira/Jira Service Management
- Rippling
- IT Service Management
- IT Asset Management
- Notion
- Kandji
- MacOS/Windows/iOS/Android
- SOC Type 2/ISO 27001
Certification
ITIL Certification - Issued May 2015 - Credential ID GR750173391AM
Timeline
IT Manager
Aptos Labs
07.2023 - 02.2025
IT Manager
Binance.US
01.2022 - 06.2023
IT Administrator, Lead
Pacific Biosciences
09.2020 - 01.2022
Lead IT
LinkedIn Corporation
08.2009 - 06.2020
Associate of Science - Computer Network Systems
ITT Technical Institute