Charlie Datuin

IT Operations Manager | Infrastructure and Security

I keep a 250+ person business running. As the only in-house IT professional, I look after the network, phones, servers, security systems and user support across 7 offices, and I report straight to the CEO and CTO.

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Professional Summary

IT Operations professional with 15 years in IT, a Computer Engineering degree and hands-on ownership of a full company IT environment. I have built networks from bare racks, moved a headquarters without a minute of downtime, and set up the support processes the business now relies on every day. I work well with leadership, vendors and developers, and I care about doing things properly: plan it, document it, then make it run.

About

The biggest operational challenge I have delivered was moving the company's entire IT environment to a new headquarters without a single second of service interruption. The project covered:

Network and Systems Migration

  • Rewired and redeployed UniFi access points, balancing production-floor coverage with executive and server-area performance
  • Integrated Ubiquiti UniFi gateways with a multi-tier switching network, secured by Fortinet firewalls for layered protection
  • Migrated network devices, appliances, SIP trunks, IP PBX systems and remote servers with a seamless cutover

Surveillance and Display Installation

  • Dahua DH-IPC-EBW81230P fisheye cameras
  • Dahua DH-IPC-HFW5541EP-ZE surveillance cameras
  • AXIS Q1786-LE long-range cameras (reset and reconfigured)
  • Wisenet XNF-8010R 360° camera
  • UniFi Protect dome cameras
  • Direct-view LED video wall, fully installed and calibrated

All of this was done while I kept supporting the live production environment, managed the hardware inventory and documented every step so operations could continue without me in the room.

My work keeps the company free of unplanned downtime during its most critical periods. I have built a digital and physical environment that protects revenue, keeps operations moving and sets up the business for expansion, all without adding IT headcount.

Measurable Results

  • Headquarters migration with no disruption to sales, production or executive workflows
  • Better network performance through targeted bandwidth allocation
  • Layered security that combines digital defence with physical surveillance
  • Documented infrastructure for faster onboarding, shorter troubleshooting and stronger recovery

Core Philosophy

Technology without foresight is fragility. I don't build systems to work today. I build them to survive the unexpected tomorrow. My job is to make the business run as if problems don't exist, because I deal with them before they show up.

Core Competencies

The areas I own day to day, from planning and rollout through to support and reporting.

IT Infrastructure and Networking

  • Network design, routing, switching and VLAN segmentation
  • Firewalls and secure remote access (Fortinet, Ubiquiti UniFi)
  • Wi-Fi coverage planning and structured cabling
  • IP PBX, SIP trunks and VoIP telephony

Systems Administration

  • Windows Server, Active Directory and Group Policy
  • Patch management and OS imaging (WSUS, WDS/PXE)
  • Windows, macOS and Linux endpoints
  • Hardware lifecycle, procurement and asset tracking

IT Security

  • Endpoint hardening and access control policies
  • Security monitoring and log review
  • CCTV and physical access control systems
  • Incident response and root cause analysis

IT Operations and Support

  • Service desk, triage and escalation management
  • SOPs, runbooks and knowledge base
  • Vendor, ISP and carrier management
  • Change and release readiness, status reporting to leadership

CRM and Business Application Support

  • First line of support for a cloud CRM used daily by the sales team: logins, browser issues, mobile app, dialer and lead routing
  • Support for CRM calling: browser and mobile softphones, caller ID and call quality, traced from the user's device to the carrier
  • Release readiness: review each release, flag what could break, brief users and handle issues after go-live
  • Bridge between the business and the development team, raising clear, evidence-based tickets and following them to resolution

Key Projects

Headquarters Build and Relocation

Planned and delivered the IT for a new head office: network, firewall, Wi-Fi, phones, CCTV, access control and the move of every workstation.

250+ users live on day one, zero downtime

IT Service Management Setup

Introduced the company's first proper IT support process, with tiered triage, written root causes and a full library of procedures.

27 SOPs and a 9-step triage process

Internal Support Tools

Built in-house tools that walk through issue diagnosis, map the infrastructure and send each problem to the right owner.

Faster triage and consistent support

Professional Experience

IT Operations Executive

Aug 2023 – Present

Thrive Estate Square Real Estate, Dubai, UAE

  • Run the whole IT function as the sole in-house IT professional for 250+ users across 7 offices
  • Manage network, firewalls, IP PBX and SIP trunks, servers, CCTV and access control
  • Moved all IT operations to a new headquarters with zero downtime
  • Handle incidents and escalations with developers, vendors and telecom carriers
  • Support the company CRM for the sales team, from user issues and calling problems to release readiness, working closely with the development team
  • Report directly to the CEO and CTO on IT status, risks and priorities

IT Administrator

Jul 2022 – Aug 2023

Metaverse Internet FZE (P&L Group), Dubai, UAE

  • Set up and managed network infrastructure, CAT6 cabling and wireless access points
  • Installed access control and door lock systems for 32 offices across 4 floors
  • Supported more than 3,000 users and systems across network, hardware and software
  • Worked with ISPs and service providers on firewall and circuit issues, and trained new IT staff

Web Hosting Technical Support Specialist

Nov 2020 – Aug 2021

ibex, Philippines

  • Gave Tier 1 and Tier 2 support for web hosting, domains and account administration
  • Helped customers launch websites, link domains, deploy applications, manage backups and secure their sites
  • Troubleshot hosting, DNS and account issues, escalating advanced cases when needed
  • Managed delegate accounts and permissions, and recommended upgrades and add-on services that fit each client's needs

Technical Support Professional

Aug 2006 – Aug 2016

Sykes, supporting AT&T enterprise and SMB clients

  • Ten years of Tier 1 and Tier 2 network support, and the go-to subject matter expert for escalated and high-priority incidents
  • Troubleshot VPN, IPSec, MPLS VPN, WAN and LAN connectivity across multi-vendor networks, including AT&T Virtual Tunneling Services
  • Monitored network alarms, opened tickets from system alerts and led live-call diagnostics on service impairments
  • Worked directly with engineering teams on complex carrier issues, and helped design and run diagnostic test plans by severity
  • Wrote troubleshooting procedures and helpdesk scripts used by the service desk and network operations teams

IT Help Desk Support

Jun 2004 – Sep 2004

MSI-Digiland (Phils.), Inc., Philippines

  • Supported the IT Administrator with workstation setup, hardware, software and network support
  • Diagnosed LAN and WAN connectivity and performance issues, and monitored network capacity
  • Logged issues and fixes in the ticketing system, and worked with vendors to replace faulty parts quickly

Technical Skills

Networking
Fortinet FortiGate, Ubiquiti UniFi, routing and switching, VLANs, Wi-Fi design, VPN, IPSec, MPLS, WAN/LAN, DNS, structured cabling
Systems
Windows Server, Active Directory, Group Policy, WSUS, WDS/PXE, Windows 11, macOS, Linux
Security
Endpoint hardening, access control, security monitoring, incident response, CCTV (Dahua, AXIS, Wisenet)
Telephony
IP PBX, SIP trunks, DID routing, VoIP troubleshooting, cloud telephony
Business Applications
CRM administration and support, softphone and dialer support, release testing, user training, Google Workspace, Microsoft 365
Operations
ITSM, service desk, Jira, Confluence, SOP writing, vendor management, asset management

Education and Certifications

Bachelor of Science in Computer Engineering

Far Eastern University, Institute of Information Technology, Manila, Philippines

CompTIA Security+ and Blue Team Level 1

Currently studying, backed by a hands-on home lab for enterprise and security practice.

In progress