Manager Information Security

GIAN T. PATELO

IT Service Management Consultant

Address: California Garden Square Condominium, Mandaluyong City

Mobile: +639*********

LinkedIn Profile: https://www.linkedin.com/in/gian-patelo-18b76755/

E-mail: ****.******@*****.***

IT Professional with over 10 years of experience and knowledge in IT Service Management, data analytics and reporting, ITIL practices and standards, and continuous process improvement.

To secure a position in a well-established organization with a stable environment, that will enable me to utilize and further develop my skills, professional capabilities and knowledge that will contribute to the progress of the company.

CORE STRENGTHS AND ABILITIES

Core value is passion to perform with integrity and efficiency

Minimal learning curve in using new and different systems for data analysis

Proficient in reporting and data analysis using several tools

Able to work independently and work within a team dynamic

Able to adapt to different working environments and shifting schedules

Can work with limited supervision, has very good work ethics and accepts new challenges

Have good communication skills. Well-versed and able to communicate in the English language

TECHNICAL KNOWLEDGE

ITIL Service Management – ITIL 4 Foundation Certified

Extensive knowledge and experience in process management and service delivery

Knowledge in ISO 27001:2013 Information Security Management Systems

Knowledge in IT Governance, IT Service Management

Excellent knowledge of computer systems, software and hardware, and different practices

Able to translate technical discussion to senior management presentation

MICROSOFT EXCEL: Advanced formulas, pivot tables, data analysis

REPORTING TOOLS: Microsoft Excel, Tableau, Sharepoint, SPSS, Oracle Discoverer

ITSM TOOLS: Remedy, ServiceNow, JIRA

PROFESSIONAL EXPERIENCE

February 2016 to present

Wells Fargo Enterprise Global Services LLC

Platform Management Team – Service Management – Safety and Soundness

Exception Management Lead – policy exceptions, compliance management, risk and regulatory management.

The exception team handled exception requests for critical and high-risk LOB application teams that have non-compliant assets to Wells Fargo policies and controls

Acts as a liaison between technology teams and business/project partners by planning and conducting the exception process activities

Lead team members from different countries including India and US

Handles coordination, tracking, reporting and follow-up on all exception documents

Provides process analysis and problem-solving activities

Created a weekly, monthly, and annual reporting and presentation to Senior Management

Facilitated discussions/meetings with all resources involved for information gathering and documentation writing

Directly reporting to Operational Risk Manager and CIO LOB

Service Management Senior Consultant in Safety and Soundness

Initially handled vulnerability management, which includes middleware, OS, Java and Windows vulnerability, transitioned to consulting role and moved to exception management.

Provided data reporting and analysis on vulnerability scans

Coordinates with several lines of business within Wells Fargo for Safety and Soundness concerns

Other tasks handled:

Handled dashboard and content management. Includes data management and analysis

OS End of Life process owner, handled coordination, and communication with different LOBs

Facilitated end-to-end support for decommissioning and tech refresh activities

February 2013 to February 2016

Teletech

Talent Intelligence Team – Business Intelligence

Consultant, Selection and Assessment – June 2015 to February 2016

Senior Data Specialist – February 2013 to June 2015

Collected, analyzed, interpreted, and summarized team data in preparation of statistical and analytical reports for use in daily / weekly / monthly work plan and initiatives of gateway project teams

Export, compile, manipulate, and prepare large data sets drawn from diverse data systems

Handled country-based assessment data exportation and analysis for talent acquisition.

Led the drive for data quality for human capital data by evaluating data consistency of several data sources.

Full dataset creations and initial analyses, sourcing and rehire reports.

Created data presentation decks for selection and assessment analysis

Handled performance data on a monthly, quarterly and annual basis.

Analyzed performance data which identified optimal targets for each stage of agent lifecycle.

Utilized SPSS21 software for statistical analysis and data manipulation.

Created SPSS software syntax and codes for data clean-up and analysis

Reported directly to the Senior Consultant (Senior Manager) of Talent Intelligence Team

April 2010 to November 2012

Getronics Solutions SDB BHD, Malaysia

Interim Supervisor (Deutsche Bank account) – July 2012 to November 2012

Lead the team operations on a 24/7 basis, and reporting directly to the Team Manager

Ensured that the required Service Level Agreements are met.

Handled scheduling and capacity planning for Service Desk team.

Involved in continuous improvement plans and execution

Produced daily performance reports for analysis and interpretation

Primary escalation point for clients, handled client interaction

Handled team management, from attendance to escalation processes, improvement plans

Created presentation decks for SLA reporting, overall performance

Attended daily, weekly, and monthly operational meetings

Reporting/Data Analyst – Reporting Team - September 2010 to November 2012

Provided data analysis to regional and global program management operations.

Handled data gathering and clean-up from different ticketing tools (Service Now, Remedy)

Analyzed data that is required by the Service Level Agreement for multiple accounts

Reported on operational meetings and delivered performance overview

Analyzed SLA metrics, results and data to use for reporting documentation

Handled scheduling and capacity planning for Service Desk team.

Provided reports and feedback to upper management about the team's overall performance.

Reports directly to the team and operations manager

Work with other team members and leaders to continually identify process improvements within the organization

IT Helpdesk Analyst (Level 1) – Deutsche Bank account – April 2010 to September 2010

First level of assistance with incidents and service requests

Responsible for troubleshooting general types of issues including hardware, software and networking within the DB environments.

Configure and troubleshoot Windows components that may affect the usability and performance

Assist the users with requests on hardware and peripherals and with service requests process

Utilize the ticketing system and the different knowledgebase articles that are provided

Maintain productivity and quality standards in line with customer satisfaction

August 2006 to December 2006

Teleperformance

Microsoft XBOX and ZUNE account– Technical Support Representative

First-level call handlers

Responsible for troubleshooting general types of issues including hardware, software and networking within the console and the media player.

Additional support for walkthroughs and assistance for different XBOX games.

Technical assistance with the XBOX console and the ZUNE media player.

TRAININGS AND SEMINARS ATTENDED (WITH CERTIFICATION)

April 2011 – ITIL v3 Foundation ITIL v3 Foundation Certified

August 2016 – Training Six Sigma Yellow and Green

March 2018 – Training Project Management Lite

November 2018 – Pro-Elevate Leadership Class

July 2019 – ITIL 4 Foundation ITIL 4 Foundation Certified for IT Service Management

July 2020 – ISO/IEC 27001:2013 Information Security Management Systems

oUdemy – Course by RIGCERT (accredited certification body)

August 2020 – IT Governance (Udemy)

oUdemy – Course by The Art of Service – Education for Career Driven IT Professionals

EDUCATION

MAPUA INSTITUTE OF TECHNOLOGY– Makati City

Degree in Bachelor of Science in Information Technology, March 2010

REFERENCES

Hernanie Sevilla Jr.

Technology Manager – Wells Fargo

Contact Number: +639********* / +639*********

Annabelle Marasigan

Implementation Manager – Wells Fargo

Mobile: +639*********

Wilfred Pascual

Customer Service Manager – Wells Fargo

Mobile: +639*********

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