Jon-Riz Parrilla, ITIL, DevOps

Experience

• 

  Toyota Motor Philippines Corporation

  Sept 2009 - Sept 2010

  Engineering Trainee

  Roles and responsibilities:- Designer of jigs and fixtures to be used in the production line- Supervise fabrication of jigs and fixtures- Monitor testing and feedbacks of jigs and fixtures - Supervise installment of Jigs and Fixtures in production line- Present reports to supervisor and manager- Provide consultation to other engineers

• 

  RCG Global Services

  Aug 2011 - Dec 2013

  Lead Support Specialist

  As Lead Rates Support Specialist:- Reviewing and forecasting of team capacity- Delegating everyday work to members - Ensuring high quality deliverables of members- Ensuring SLAs of tickets are met- Coordination with other teams (QA, Analysts and On-shore Coordinators)- Ensure trackers are updated- Reviewing performance metrics of members- Present reports to onshore counterparts- Provide consultation to members- Root cause analysis of defects- Creating tools and trackers to be used by the team - Reviewing and improving process flow- Training of new membersAs Rates and Forms Support Specialist:- Analyze specs presented by client or business analyst- Process tickets of different clients - Communicate with client or analyst when discrepancies are found between specifications and processing instructions- Test works of members to ensure high quality- Perform UAT for newly developed toolsAs CPD member:- Daily monitoring of newly published ISO circulars- Monitoring of circulars published by independent bureaus- Creating tickets to represent newly published circulars- Creating tickets as per requested by clients Show less

• 

  Altisource

  Mar 2014 - Oct 2015

  Reports Analyst and Application Support

  As Reports Analyst: - Elicit report requirements from managers and above- Create SQL scripts to fetch data from backend- Generate reports for different Line of Businesses- Analysis and processing of reports- Generate reports to be used by the local development teamAs Application Support: - Monitoring of the teams mailbox- Responding to emails from external and internal users- Contacting and assisting end users that are having difficulty using the application- Root cause analysis of issues encountered by end users- Analysis, documentation and creation of JIRA tickets for application bugs- Coordinating with Zylog development team for application bugs fix- Testing of application bugs fix in UAT and production environments - Forwarding of emails to appropriate teams/departments including surface analysis of the issue- Setup automation logics for the application - Adjustment of settings of the application - Monitoring and management of ticketsAs User Management Analyst:- Create VMS accounts for internal and external users- Activations and deactivation of VMS accounts- Providing/Changing access levels of users - Gathering access level requirements for users of new departments- Coordination with compliance department for new access level requirements- Gathering approvals from different managers necessary for access level creation or changes- Creating new roles and privileges as per access level requirements - Update SOP documentation for access levels of different departments- Quarterly auditing of access level of accounts Show less

• 

  Lingaro

  Oct 2015 - now

  As Business Analyst- Meet with users to gather and review high-level business user requirements- Provide recommendations/suggestions to improve customer requirements for added value- Translate and design holistic and integrated solutions that fit customer’s business needs- Ensure that all detailed business user requirements are delivered within project timeline- Ensure that customer understands the solution and respond to all open questions and action items- Conduct testing of solutions before deployment to productionAs Lead Reports/Application Analyst- Serve as point of contact for key stakeholders, VIP end users, on-shore counterparts and management team- Serve as first point of escalation for issues with regards to data quality and reporting systems- Align and work closely with on-shore counterparts to ensure processes are streamlined and delivery of reports- Oversee status of tickets: Requests, Incidents and Problems- Escalation of issues to higher level support, developers team, application managers and service level managers- Meet with other support teams to discuss issues that affects the data and/or application- Ensure that SOP documents prepared are reviewed and updated regularly to ensure reporting process consistency- Provide root cause analysis and solutions for critical issues- Oversee reports analysis and delivery for all regions (ASIA, EMEA and NALA regions) as per agreed SLA- Ensure reports are prepared with high quality and accuracy- Analyze trends and statistics of data and communicate findings to management team- Conduct investigations for complex application issues- Lead with customer value focus and foster customer-oriented culture within the team- Empower and provide guidance to members- Conduct trainings and refreshers for new and current members- Provide performance assessments of members Show less

  • Team Leader / Associate Manager

    Aug 2021 - now

  • DevOps Manager

    Nov 2021 - Dec 2022

  • Business Analyst / Lead Reports Analyst / Lead Application Support

    Oct 2015 - Nov 2021