Manager Engineer
Resume:
Joseph Sio Velasco
Blk. * Lot * Rosedale cor. Magnolia Sts. Pacific Residences Subd. Ph. 1 Brgy. Ususan Taguig City, Manila, Philippines 1632 Mobile Number: +63-917*******
E-mail Address: ****************@*****.***
LinkedIn profile: https://ph.linkedin.com/in/josephsiovelasco CAREER SUMMARY
Progressive fourteen years of experience in IT Infrastructure and in leading high performing teams delivering a diverse portfolio of services including cloud solutions, end-user/desktop and data center support and coordination, risk, security, storage, hardware and server infrastructure management. Recognized for creating and identifying opportunities, efficiencies and cost savings, proficient project implementations and service delivery and establishing and aligning processes to support the business or organization.
EMPLOYMENT HISTORY
APAC Technology Manager
Wells Fargo – Enterprise Global Services, LLC
November, 2016 to present
Responsibilities:
Leads the Enterprise Technology Infrastructure – Infrastructure Solutions Management team that provides various services to different lines of business’ IT infrastructure needs. (Ops, Engineering, etc.)
Responsible for managing multiple (40 directs) teams (Service & Relationship Management – Networks, Reporting & Analytics; Service Delivery – Enterprise Maintenance & Patch Management; Sustainable Infrastructure Implementation – Storage; Technical Project Management – Infrastructure projects – i.e. tech refresh, file & print, server builds/move, decommissions, etc.)
Responsible for recruitment, performance management, financials and training and development
Interacts with Senior leadership and major stakeholders to establish strategic plans and objectives for programs and projects
Consults business partners to clarify and define complex project requirements, budgets and business cases, including statement of work
Manages all activities in the project lifecycle (initiation, planning, executing/controlling and closing)
Develops and implements project level processes, procedures, initiatives and performance metrics
Implemented the development framework/career roadmap for all Technical Project Managers, Technology Relationship Managers and Business Systems Consultant
Established the Employee Engagement Program to centralize and promote team engagement activities like diversity & inclusion, interest groups, rewards & recognitions, community and outreach programs etc. VP, APAC Technology Operations Manager
JPMorgan Chase Bank N. A.
October, 2010 to April, 2016 (Singapore: 1.5 years; Philippines: 4.1 years) Responsibilities:
Responsible for the shared IT support services and service delivery to JPMC’s global call center environment servicing over 2B calls and 50k agents, with over 4000 blades, 10k OSI's and 6PB of SAN Storage. Responsibilities include the following scope:
- Led the End User Services team that’s composed of Level 2 Operations (BAU/Prod) and Level 3 Engineering (Build/Decom/Projects) technical support
- All Service requests, Incident, Problem, Change, Configuration, Asset and Knowledge Management Page 2 of 5
- Server monitoring, performance, availability, risk/security, patching and systems management, hardware replacement, backup remediation, datacenter coordination and vendor management and maintenance of telephony applications servers such as NICE, Genesys, IVR, eWFM, etc.
- Server builds, upgrades, migrations and decommissions to refresh/retire end of life hardware/software
- Supported various technologies like Windows server 2003-2012, VMware, ESXi, VDI, Citrix/terminal servers, SCCM, ESM, SEP, SCOM, WSUS, HP Virtual Connect, EVA, 3PAR storage and also supported technologists, developers and end users.
Built the Singapore and Philippine locations from the ground up, established 24x7 support, expanded the team size from 4 to 24 FTEs and developed their technical capability and maturity within 2 years.
Responsible for the recruitment, evaluation and ratings, coaching, technical and career development, financials, capacity planning, procurement and vendor management.
Created a talent pool (SMEs) to support the increasing IT needs to provide better quality of service to our clients by working with HR/HRBPs in promoting mobility, diversity, cross trainings and setting right-to- hire arrangements. In 5 years, promoted 10 engineers from 601 (Associate) to 602 (AVP) and 1 senior engineer lead promoted to a manager position.
Worked with multiple lines of business and teams globally to define standards, alignment and implementation of processes, KBs, documentations, initiatives, projects and SLA/service improvements.
Coordinated with various support teams like the Command Center, Network, P1 Management, etc. for timely resolution of issues and restoration of all services especially P1 impacting incidents.
Liaised with Risk, Resiliency, Cybersecurity and Compliance teams for security, risks, threats, vulnerabilities, hygiene, server break remediation and adherence to global regulations and policies.
Established proactive server monitoring measures and automation scripts, tools and dashboards for reporting, analysis, efficiencies and operational improvements.
Reduced incident tickets by 20% (40k to <10k) year on year and improved the SLO from 80% to 97%.
50% reduction in system outages/failures and improved the efficiency of server to FTE ratio.
Owner of the BCP/DR planning, testing and implementation to all of our global support sites.
Senior member of the Technology Council that implemented local and global efforts such as seat densification program, cross training and development, business continuity management, etc.
Senior panelist in the local HR business partner group for employees with HR issues and violations. Operations Lead
Hewlett-Packard Asia Pacific Ltd.
November, 2007 to October, 2010
Responsibilities:
Led a team of eight engineers in providing regional level one and two remote infrastructure (end-to-end) technical support in a shared service delivery model to multiple customers and environments. (Bekaert, CIBC, Clorox, Govplace, Teknion, TJX, Valeo and Unilever)
Provided the following ITIL Service Management support/disciplines: Incident, Problem, Change, Configuration and Knowledge Management.
Handled the team build out, account transition and transformation, knowledge transfers and project delivery completions. Supported various technologies like Windows, VMware, ESX, HP Virtual Connect.
Monitored, improved and maintained the service delivery compliance to budget, internal/external acceptable SLA/service ratios, audits and quality standards and as per customer requirements.
Managed the third party oversight/vendor’s local operational performance and conducted regular meetings with the team and the vendor’s Service Delivery Managers to tackle concerns on plans/goals, support/service delivery metrics, performance, escalation and issues and ensured action items were implemented especially for the contingent worker component.
Implemented ISO 20000 document management system and ISO 27001 information security standards to multiple accounts and improved the technical documents and process maturity.
Established 24x7 service/support coverage and business continuity plans for all accounts. Team Lead
Hewlett-Packard Asia Pacific Ltd.
October, 2006 to November, 2007
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Responsibilities:
Supervised a team of eight engineers in delivering level two and three remote desktop technical support to multiple Australian and New Zealand customers. (Amcor Australasia, National Foods Ltd., Pilkington and Mayne Pharma)
Administered the VPN, active directory and Blackberry enterprise server management.
Performed regional support to end-users and VIPs on various technologies, desktop cases/issues and distributed applications and software packages via Altiris.
Implemented and managed the Standard Operating Systems Environment (SOE) builds/images, applications, patches, updates and project rollouts.
Served as the escalation contact person for priority cases and elevated problems as necessary to the corresponding leader, team or individual.
Created monthly reports on SLAs, issues, account updates, patch rollouts, special projects and events.
Improved technical and process documents for desktop policies, SOPs and application installations.
Coached peers and the help desk team on how to solve cases and reduced calls allocated to support teams.
Asia Pacific Regional Technical Support Lead
WeCare Technology Services Corp. (Subsidiary of Fujitsu Philippines) March, 2006 to October, 2006
Responsibilities:
Provided tier two & three remote desktop technical support to Eli Lilly and Co.
Responsible for PC software announcing and distribution for the whole APAC (Zone 3) namely: Australia, China, Hong Kong, India, Indonesia, Japan, Korea, Malaysia, New Zealand, Philippines, Singapore, Taiwan, Thailand and Vietnam.
Responsible for active directory and patch management, inventory, standard build/images globalization, application and tools support, software licensing and procurement.
Coordinated with Zone 1 to 3 local IT Affiliate teams (Americas, Europe/Middle East/Africa and APAC) for escalation of issues, tickets and change requests in the Enterprise Information Systems.
Developed and improved technical documents for APAC teams to guide and perform activities like Installation and Verification Instructions (IVI) and Operational Support Instructions (OSI).
Directly reported to Zone 3 Asia Pacific Regional Support Service Manager for Client Computing Services for concerns, reports and inventory.
IT Support Specialist
IBM Solutions Delivery, Inc. (Subsidiary of IBM Philippines) October, 2001 to August, 2005
Responsibilities:
Maintained the level of availability of technology resources to support the business operation of Asian Development Bank (ADB).
Managed the South Asia Regional Department (SARD) supporting 200+ local and professional staffs for all of their technology needs. Including personnel from seven Regional Offices and Resident Missions
(RMs/ROs) like Afghanistan, Bangladesh, India, Nepal, Pakistan, Maldives and Sri Lanka.
Handled all the hardware preventive maintenance, repairs, recommendations, upgrades and replacements of technology equipment.
Provided TelePresence support for different locations (HQ and RMs/ROs) with the use of audio/video conferencing equipment.
Coordinated and collaborated with various bank I. T. officers in local and different resident missions to settle technical problems.
Product Support Engineer
Phil-Data Business Systems, Inc.
July, 2000 to December, 2000
Responsibilities:
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Onsite/on-field support engineer for multiple accounts providing technical support and preventive maintenance for Compaq and Dell servers. (Philippine Geothermal, Amkor-Anam, American Express, Standard Chartered, Citibank and Central Bank of the Philippines).
Administered the Novell Netware 5 server, backups and desktop/laptop management.
Supported more than 100 users on their technology concerns and equipment needs.
Coordinated with I.T. officers in different countries for issue troubleshooting, resolution and escalations.
Secured computers plant wide with safety locks against theft and intrusion. Systems and Sales Engineer
Compuright, Inc. (Subsidiary of Benison group of companies) July, 1999 to July, 2000
Responsibilities:
Supervised the Technical Support division (five engineers) for the quality control on the preparation, assembly, setup, software installation, testing, packaging and completion of our product lines to our dealers and clients both in house and on field.
Executed activities such as preparing quotations, order processing, warehousing, inventory tracking and control, technical reports and coordination with other divisions.
Conducted research, telemarketing, appointments and demonstrations for sales of our MiTAC desktops, notebooks, LCDs and slim PCs to dealers, corporate and government accounts.
Procured specific parts or peripherals to support our product lines by sourcing and managing supplier base pertaining to agreed terms and conditions.
Technical Support Specialist
Blue Chips Computer Technologies
March, 1999 to July, 1999
Responsibilities:
Accountable for assembly/setup, configuring and testing of computer products and peripherals (clone and branded PCs) both hardware and software.
On call support for any technical problems on our deployed and sold computers to our clients both central and provincial locations.
Student Assistant
Centro Escolar University (Accounting Dept.)
June, 1996 to March, 1999
Responsibilities:
Assisted accountants in updating ledgers, account receivables, validations and issuance of examination permits to students and other student accounts transactions.
Promoted and assigned to the Payroll division wherein I helped accountants in the preparation and completion of compensation of faculties, Deans and top-level management employees. Tasks involved were computation of salaries, bonuses, 13th month pay, deductions, remittances, proofreading, encoding and printing of payroll summaries and other payroll transactions. AWARDS AND RECOGNITIONS
July, 2012
JP Morgan Chase Bank N. A. – Silver Coin Award
Awarded for delivering cost savings, efficiencies & initiatives that helped improved SLA/metrics, cost reductions & environment improvements to the global Enterprise Call Center Services line of business September, 2009
Hewlett-Packard – GDPC’s Finest Gold Award
Maintained consistent RMC global standard of 4.2 Customer Satisfaction score for four consecutive quarters from Q2 FY08 to Q3 FY09 recognized by HP Philippines Center Manager June, 2009
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Hewlett-Packard GDPC’s Finest Gold Award
Reduced 50% number of tickets and stabilized the operations by establishing standard procedures for Valeo Tiger account. Recognized by HP Philippines Center Manager. August, 2007
Hewlett-Packard GDPC Quarterly Excellence Gold Award Putting Customers First (Team Award) Response time and resolution time service level agreements across all accounts have been met. Open tickets had been reduced and provided excellent customer satisfaction recognized by Delivery Leads and Account Delivery Managers.
INDUSTRY CERTIFICATIONS
ITIL v2 and v3 Foundations Certified in I.T. Service Management
ITIL v3 Operational Support and Analysis Certified – Intermediate/Practitioner
Microsoft Certified Solutions Associate (MCSA)
EDUCATION
Centro Escolar University (Manila, Philippines)
Bachelor of Science in Commerce
Major in Computer Science and Information System
Character references available upon request
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