Glenn Gallego
Dubai,United Arab Emirates
Summary
Accomplished IT professional with extensive expertise in Customer Relationship Management and IT Service Management. with 11 years solid experience in IT troubleshooting and processes utilizing different ITSM tools such as ServiceNow, BMC Remedy, JIRA, and Zendesk. Adept at overseeing and managing project timelines, coordinating cross-functional teams, and ensuring seamless communication between stakeholders. Strong background in administrative and corporate environments, with a proven ability to streamline operations and enhance customer satisfaction. Skilled in managing multiple projects simultaneously, delivering results on time and within scope, and driving efficiency across processes. Known for a detail-oriented approach, strong problem-solving skills, and commitment to delivering high-quality outcomes.
Overview
18
18
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Insurance advisor
Zurich International Life Limited
Dubai, UAE
01.2024 - Current
- Cultivates client trust and loyalty managing financial portfolios
- Advise clients on investment opportunities tailored to individual needs
- Builds strong client relationships to foster trust, loyalty and ensure long-term account retention
- Regularly meet clients to discuss financial plans and investment goals
- Creates tailored financial plans to support clients in meeting short-term and long-term objectives
- Collaborate with clients to identify insurance needs and address policy-related enquiries
- Advise clients on risk management and mitigation strategies
- Ensured client satisfaction resulting to 100% TNPS Score rating
IT PMO Project Coordinator
Aujan Group Holding
Dubai, UAE
03.2023 - 11.2023
- Supported C-level executives in cross-departmental projects ensuring alignment with objectives
- Streamlined communication processes leading to 98% project success
- Managed stakeholder expectations achieving satisfaction scores exceeding 95%
- Performed detailed analysis of market data, consumer trends, and competitor activities for ACCBC
- Developed digital marketing communications and adverts, achieving full adoption of new processes
- Led post-project evaluations to extract lessons learned for continuous improvement efforts
- Coordinated cross-functional teams to achieve 100% on-time delivery of project milestones
- Collaborated with senior leadership to define project goals aligning with organizational objectives
- Managed vendor relationships and facilitated onboarding processes
- Oversaw acquisition of IT goods and services to meet project requirements
- Ensure Purchase Orders and Invoices are available for reporting
- Improved workflow efficiency with structured planning and coordination of tasks.
IT Assistant Manager
Infosys BPM
Manila, Philippines
09.2016 - 03.2023
- Directed Service Desk operations ensuring adherence to SLA, OLA, and established timeframes
- Ensured ITIL practices were adhered to for seamless operational processes
- Implemented new and improved knowledge management solutions as required
- Managed projects across various stakeholders ensuring process compliance
- Managed team performance to surpass account goals
- Interfaced with customers to resolve escalations and complaints efficiently
- Developed customised reports and dashboards, providing valuable insights to support strategic business decisions
- Led automation projects and liaised with key stakeholders on requirements
- Developed and executed resource planning strategies to align personnel with organisational goals
- Implemented learning and development programmes to enhance future workforce skills
- Developed detailed reports and dashboards to deliver actionable insights on HR and employee matters
- Developed initiatives to enhance employee engagement and wellbeing
- Led talent acquisition and sourcing initiatives
- Conducted ITIL V3 and V4 Foundation training for IT Operations resources
Senior Application Support Specialist
Accenture
Makati, Philippines
11.2012 - 08.2016
- Worked within team delivering tailored support to B2B clients of 60+ international airlines
- Achieved 98% resolution rate by addressing high-priority incidents impacting critical applications and web servers (F5 Web Servers)
- Manages Windows IIS Servers and check logs to ensure requests, responses, errors and events are monitored, reported, mitigated on time to avoid/minimize downtime.
- Administered new employee user profiles through Active Directory
- Configured and managed IPPBX and PBX systems for internal and external communication
- Conducted application testing to detect and resolve issues before production release
- Provided 24/7 support ensuring availability of critical applications worldwide
- Optimized configurations ensuring reliability and minimal downtime
- Executed hardware installations and updates, ensuring system functionality and security
Technical Support Engineer
Sykes Asia Inc.
Quezon City, Philippines
02.2010 - 11.2012
- Provided top-tier support addressing and diagnosing internet connectivity problems
- Applied technical documentation for precise installation and maintenance work
- Utilised internal knowledge base to swiftly implement current troubleshooting solutions
- Conducted regular evaluations of work procedures for improvement opportunities
- Enhanced customer satisfaction through timely and dependable solutions
- Delivered specialist knowledge to enhance second and third line support
Tier 2 Technical Support Engineer
Teleperformance
Manadaluyong, Philippines
03.2007 - 12.2009
- Evaluated training effectiveness using feedback surveys and assessments to drive continuous improvements
- Enhanced employee skills through strategic training programme development
- Created training handbooks, computer tutorials and user reference materials for enhanced organisational learning
- Served as main contact for Tier 2 escalation in tech support issues
- Led Tier 2 team providing operational support to Tier 1 agents
- Managed critical client escalations regarding product and service issues
Education
Bachelor of Science - Computer Science
Manila Central University
Caloocan City, Philippines 06.2005 - 04.2012
Skills
- Customer Relationship Management
- Customer Interaction Coordination
- Team leadership and management
- ITIL Service Management
- ITSM Tools (ServiceNow, BMC Remedy, JIRA, Zendesk)
- IT Management and Troubleshooting (Hardware and Software)
- Azure and Active Directory Administration
- Incident, Problem and Change Management
- Customer relationship management systems
- Problem solving and analytical thinking
- Creative Suite Expertise
- Microsoft Office Suite Proficiency
- Service Excellence Delivery
- Relationship Building
Certification
- ITIL v4 - PeopleCert – 2022
- Agile Methodologies - Infosys Internal – 2022
- Lean Six Sigma YB Training - KPMG - 2020
- ITIL v3 - Axelos – 2014
- Microsoft Certified Professional - Microsoft – 2014
- Microsoft Certified Specialist – Microsoft - 2014
References
References available upon request.
Timeline
Insurance advisor
Zurich International Life Limited
01.2024 - Current
IT PMO Project Coordinator
Aujan Group Holding
03.2023 - 11.2023
IT Assistant Manager
Infosys BPM
09.2016 - 03.2023
Senior Application Support Specialist
Accenture
11.2012 - 08.2016
Technical Support Engineer
Sykes Asia Inc.
02.2010 - 11.2012
Tier 2 Technical Support Engineer
Teleperformance
03.2007 - 12.2009
Bachelor of Science - Computer Science
Manila Central University
06.2005 - 04.2012
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