Issa Ilo

MARISSA ILO-CABILING Mobile = - Email =- PROFESSIONAL PROFILE An Information Technology (IT) professional with almost 23 years of experience in real estate and insurance industries. Started career working on projects but has transitioned to application / customer / technology support for over 13 years. Strong experience in Incident Management, Problem Management and Release Management. Won “Show You Care” team award for ImpactNPO 3-day volunteer work – helping Non Profit Organization in their IT needs. Acted as Project Manager / Iteration Manager for the team. Nominated for Customer Focus award in 2015. Having a Software Engineer title but has been performing various roles in the day to day business operations. Strong background on software development life cycle, including analysis, design, development, testing, implementation and documentation of software applications. Highly developed analytical skills have been utilised to diagnose and resolve a range of challenges and an ability to troubleshoot business user / stakeholder issues. Excellent communication skills which has been an asset in providing user support and conducting meetings, as well as presenting recommendations and gaining approval from stakeholder. A proven ability to manage multiple tasks simultaneously and work under pressure to meet service delivery standards. KEY SKILLS • • • • • • • • • • • Incident Management Problem Management Release Management Software Development Application Support Technology Support Customer Support Customer Focus Customer Service People skills Team work OTHER SKILLS • • Touch typist Bob Jones Martial Arts / Zen Do Kai 1st Degree Black Belt WORK EXPERIENCE Software Engineer Suncorp / Vero Insurance Nov 1998 – Sep 2018 | Auckland, New Zealand Applications / Technology / Customer Support • Performs morning checks to ensure that all internal and external business applications are up and running at the start of business • Incident Manager – manages incident queue in Service Now and makes sure that all incidents are resolved within Service Level Agreement (SLA) • Release Manager – deploy/implement file/code/table changes from development to production • • • • • • • • Post Verification Test (PVT) Coordinator – keeps track of Business As Usual (BAU) changes, verify applications affected and assign a Software Test Analyst to PVT change OnCall – troubleshoots outside of business hours when required Communicate to third parties as required by the business Collaboration with business users when resolving issues or planning system enhancements Provide technical leadership and support to work colleagues and overseas partners in resolving critical and complex issues Organize team trainings when new applications (e.g., Protect, Life 400) are handed over Document critical procedures and business system process flows Plan & perform disaster recovery exercise Projects • Automobile Association Insurance (AAI) Conversion Project • Workers’ Compensation Project • Design detailed technical specifications in consultation with project leader & business users • Develop and test new programs in accordance to the agreed standards • Maintain and fix existing programs as specified • Quality assure other programmer’s work Analyst Programmer (8 months contract) Australian Mutual Provident (AMP) Insurance Mar - Oct 1998 | Wellington, New Zealand • • • Insure/90 Project Develop and test new risk, claim & report programs Maintain and fix existing programs as specified Application Specialist Aetna Life Insurance Sep 1997 – Feb 1998 | Makati, Philippines • • • • • AGS Product Support Project AGS Reinsurance System Project Convert AS/400 screens to GUI/400 ADK Analysis, database & program design of the AGS Reinsurance Model Conduct AS/400 fundamentals training Programmer Cityland Development Corporation Oct 1995 – Aug 1997 | Makati, Philippines • • • • • • • • • Reservation System Project Accounting System Project Cash System Project Purchasing System Project Cityplans System Develop and test new programs as specified Maintain and fix existing programs as required Assist users in answering program messages and in using other software packages Help systems operator in doing system/data backup on tapes PROFESSIONAL DEVELOPMENT Te Wananga o Aotearoa Diploma in Small Business & Project Management 2019 New Zealand School of Education Certificate in Design & Arts Level 3 2018 Suncorp / Vero Insurance (In-house) IT Infrastructure Library (ITIL) 2017 Suncorp / Vero Insurance (In-house) Agile Training 2017 Suncorp / Vero Insurance (In-house) Lean Training 2017 Suncorp / Vero Insurance (Online) Effective Communication 2017 Suncorp / Vero Insurance (External) Decision Making 2016 Suncorp / Vero Insurance (External) Problem Solving 2016 Suncorp / Vero Insurance (External) Facilitation 2016 Suncorp / Vero Insurance (Online) Time Management 2016 Software Education Associates Ltd Software Testing for Users and Developers 2000 Madison Subfiles Made Easy 2000 Madison RPG/400 ILE for Programmers Concepts of ILE for RPG Programmers 1999 Australian Mutual Provident (In-house) Insure/90 (Change control system) 1998 Aetna Life Insurance (In-house) Programming using Synon 2/E 1997 VOLUNTEER WORK Board of Trustees - Appointed Member St Michael’s Catholic School 2019 - present Parish Council - Appointed Member St Michael’s Catholic Church 2019 - present EDUCATION Bachelor of Science in Computer Science Major in Information Technology De La Salle University (Philippines) 1991 - 1995 High School Diploma Our Lady of Grace Academy (Philippines) 1987 - 1991 REFERENCES Available upon request