Hello, I'm
James Ronald
Information Security Analyst
I specialize in ensuring security compliance, managing risks, and coordinating audits to safeguard IT operations. With a proven track record at DXC Technology, I collaborate with global security teams to align with corporate policies, mitigate risks, and optimize security strategies.
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My Intro
About Me
I am an Information Security Analyst, currently ensuring security compliance and risk management for a leading bank in Australia. My background includes roles in Service Desk support, handling inbound and outbound calls, email management, and technical troubleshooting, as well as Escalation Support, where I ensured user compliance through background verification. Additionally, I have experience as a Customer Support Representative, assisting customers with inquiries, problem resolution, and ensuring a seamless service experience.
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My Skills
What I Do Best
My expertise spans cybersecurity, IT Support, Risk Assessment, and Customer Service, driving operational efficiency and security best practices.
See Certifications- Information Security
- Account Management
- Audit Management
- Security Management
- Risk Management
- Customer Support
- Technical Support
- Access Management
My Certificates
Recent Certifications
My Job
Experience
Information Security Analyst
December 2024 - Present
DXC Technology | Taguig City, Metro Manila
- Account Management: Maintain the Account Security Plan (ASP) to align with evolving security needs, deliver tailored security training, and foster collaboration with Global Security teams to mitigate risks.
- Security Management: Work with SDL and delivery teams to ensure compliance with security requirements, oversee operations, and implement risk mitigation strategies.
- Risk Management: Lead proactive risk initiatives, addressing security concerns through structured plans while ensuring compliance with regulations and client expectations.
- Audit Management: Coordinate audit activities, enforce policy compliance, and drive self-assessments to enhance security standards and address findings efficiently.
Incident Queue Management
June 2023 - December 2024
DXC Technology | Quezon City, Metro Manila
- Handle P1 and P2 ticket and make sure to contact on-site technician as soon as possible and assign the ticket to them.
- Send follow-up emails to the assigned technician regarding on the old ticket that is 30days, 60days, 90days old ticket.
- Help the voice, chat, web queue if needed.
- Make sure to respond to the given SLA of the ticket
Service Desk Analyst
March 2022 - June 2023
DXC Technology | Quezon City, Metro Manila
- Provide assistance through various support channels including phone calls (inbound and outbound), chat, and email.
- Handling Critical and high priority tickets promptly and assigning them to on-site technician as soon as possible.
- Responsible for password resets and Single Sign-On (SSO) password synchronization.
- Install and configure Microsoft Office Suite especially adds-in.
- Installation, configuration, and troubleshooting of network printers and printer drivers related issues.
- Provide technical support for iOS devices.
- Resolve software installation and configuration issues.
- Lowering Priority on Incident and Request records per Client Request.
Escalation Support
April 2021 - March 2022
TELUS International Philippines | Taguig City, Metro Manila
- Answering queries based on drivers' and delivery partners' needs and providing assistance in a professional and courteous manner
- Conducting thorough background checks on drivers and delivery partners and ensuring that they meet the company's standards and requirements
- Creating detailed reports on the background checks and submitting them via Jira
- Making outbound calls during business hours to follow up on driver-related issues and inquiries
- Adjusting the driver's fare based on the time and distance of the delivery, ensuring that the payment is fair and accurate
- Checking and approving the documents submitted by the driver on the app, such as the driver's license, insurance, etc., and ensuring that they are up-to-date and meet the company's standards
- Ensuring that the deliveries and orders are accurate and delivered in a timely and efficient manner, addressing any concerns or issues that arise during the delivery process
Customer Service Representative
October 2020 - January 2021
Amazon | Pasay City, Metro Manila
- Communicate with customers (verbal and written) with a problem-solving attitude.
- Understand the issue and make best use of the available resources to resolve the issue.
- Able to systematically escalate problems or variance in the information to the relevant owners and teams and follow through on the resolutions to ensure they are delivered.
- Demonstrate ownership to resolve challenging customer issues, escalating when necessary.
- Develop and/or understand performance metrics to assist with driving business results.
Service Crew
April 2019 - March 2020
RSA McDonald | Imus City, Cavite
- Order taking and guest relationship.
- Able to communicate with the guest request order and build a strong relationship with the customer. Makes recommendations and serve food to customers.
- Prepares the bill that itemizes total meal costs and sales taxes.
My Services
What I Do
Information Security
Manage security compliance, risk mitigation, and audit coordination to safeguard IT operations. Collaborating with global security teams, I ensure adherence to policies, lead proactive risk management, and oversee security training. My role focuses on maintaining the Account Security Plan (ASP) and driving continuous improvement in compliance operations.
Technical Support
involves assisting users with troubleshooting hardware, software, and network issues across multiple channels. Key tasks include diagnosing and resolving technical problems, managing security configurations, handling system installations, and ensuring seamless IT operations while maintaining service quality and compliance.
Customer Support
Involves assisting customers across multiple channels, resolving inquiries efficiently, handling escalations, and ensuring a positive experience. Key tasks include troubleshooting issues, processing requests, and maintaining service quality while adhering to company policies.
Training & Seminars
Learning & Growth
Information Security
Microsoft Security Bootcamp 2024
