SUMMARY:

• Strong Project Manager with bias to quality and building relationships with the teams.
• Experience with Agile/Kanban project management frameworks.
• Self - starter with exceptional critical thinking and problem solving skills to locate issues, identify and implement process improvements, or/and facilitate faster management decisions.
• Energetic and easy-going IT Professional with 15+ years in process improvement, project management, customer support, reporting and documentation.
• Passionate and curious to dig deeper into data for root causes and process improvements
• 7+ years infrastructure & data center experience.
• Quick learner to new technologies such as cloud.
• Recognized as flexible, organize, detail oriented, and team player.

TECHNICAL SKILLS:

Tools: Jira, ServiceNow, Rally, SmartSheet, MS Office, MS Project, PowerPoint, Visio, SharePoint, Outlook, OneNote, eRoom v5/v7, SQL, MS Access, Siebel DW, Oracle 11i, SAP, Wiki/Twiki

PROFESSIONAL EXPERIENCE:

Confidential, San Jose, CA

Program Manager

Responsibilities:

• Assisted managing programs (Product Analytics Transition To New Environment and Scrum Maturity Assessment) by driving multiple tracks to complete deliverables on time.
• Aided in designing and setting up Confluence pages for 3 programs to centralized projects artifacts and ease of collaboration with teams and stakeholders.
• Kept program transparent within the teams, stakeholders, and leadership by ensuring contents on Confluence pages and project plan are current.
• Levitated teammate workload by assisting with analysis of the data requirements from users.
• Familiarized with Storage terminologies to assist with managing the Storage Re-Platform Program.

Confidential, San Jose, CA

Program Manager

Responsibilities:

• Managed weekly Scrum of Scrums session to prevent slippage and catch potential risks/challenges for each sprint by ensuring coordination and integration of output from Merchant, Payments and Risk teams.
• Worked closely with various domains and technical teams to monitor & align deliverables and to coordinate testing across teams.
• Prepared and presented weekly statuses in Senior Leadership meeting, showcasing accomplishments and bringing up program risks and mitigations.
• Supported ongoing Smart Planning program, including Q1 2018 migration/ ramp planning.

Confidential, Sunnyvale, CA

Project Coordinator

Responsibilities:

• Point of contact for IS&T Global Real Network, NSO PM’s, to procure equipment and services with various vendors and circuit carriers.
• Managed the orders progress and ensuring approval ≤ 2 weeks.
• Partnered with vendors to ensure orders processed on time to delivery equipment and services within project schedule.
• Assisted new suppliers to setup account in various ordering and payment systems.
• Published weekly Purchase Order (PO) Status Report to all vendors/suppliers, confirming opened quotes have been processed to avoid missing equipment.
• Generated quarterly actual costs of equipment and services for completed projects to management.
• Investigated invoice discrepancies with PO and provide timely resolution to pay invoices on time.
• Scribed for meetings with circuit carries, ensuring notes and action items are distributed right after meeting.

Confidential, Santa Clara, CA

Cloud Problem Manager / Business Analyst

Responsibilities:

• Coordinated with Scrum Mgrs and engineers from Network, Storage, Openstack teams prioritized critical incidents.
• Managed the Problem Management queues in ServiceNow; verify the completeness and data quality of the problem records and identify opportunities to streamline processes.
• Managed incoming escalations and resolved them by providing timely status and resolution.
• Created comprehensive weekly PowerPoint presentations for Senior Director of Cloud Services to provide status of key problems and defects.
• Aided in gathering requirements and testing the new implementation of ServiceNow for Problem Mgmt.

Confidential, Foster City, CA

Service Delivery Coordinator / Business Analyst

Responsibilities:

• Part of a 3 person team that gathered requirements from Global Service Portfolio Managers and translated them into technical specs for developers to design a new System Engineering Estimating and Demand Tool, initial release completed within 3 months.
• Structured and executed data migration by leading analysis and developing migration plan.
• Wrote macros to reduce data cleaning and conversion effort from 3 days to 1 day.
• Participated in daily scrum and assisted in resolving issues, ensure each sprint completed on time. Initiated the consolidation of 500+ engineer architecture designs in various format and imported them to centralized repository, in SharePoint.
• Planned, designed, and helped develop SharePoint site as a centralized repository for blueprints.
• Created documentation and trained Design Engineers to generate engineer architecture designs online to share with cross-functional teams, using SharePoint.

Confidential, Santa Clara, CA

Project Manager / Business Analyst

Responsibilities:

• Developed project plan to upgrade a global shipping application (WorldLink) and managed schedule ensuring that the vendor stayed on course in completing the upgrade per schedule and started system testing on time.
• Coordinated development of business scenarios with global shipping teams to minimized impact to business that resulted in the implementation of an end-to-end testing plan.
• Designed SharePoint web site to monitor test execution and track defects, which provided ease of communication to project team, management, and stakeholders.
• Established collaboration among a diverse global team, which shortened weekly team meetings by 33%.
• Collected detailed descriptions of issues in Helpdesk systems, allowing the technical team in Japan to provide resolutions within 1 day.
• Implemented an economic way to manage business processes and procedures by designing and developing internal web pages to access Wiki Pages.
• Produced “How-To” and training process owners to maintain Wiki Pages.
• Led business functions to convert 200+ business processes and procedures from word docs to Wiki Pages.

Confidential, Santa Clara, CA

Project Manager

Responsibilities:

• Drove project management enhancement project by developing project plan and schedule with well-defined milestones.
• Managed projects through the project lifecycle in partnership with business architectures and planning mangers.
• Communicated progress/status to senior management, ensuring key project milestones were completed before or by target completion dates.
• Created project charter, plan, and schedule to oversee the collection of FY14 project details for services.
• Collaborated with portfolio planning leads and project managers to identify funded FY14 projects, allowing timely assessment of impact across business teams.
• Created comprehensive PowerPoint presentations and present to directors, senior managers, and stakeholders to ensure they stay abreast of project progress.  

Confidential, Palo Alto, CA

Call Center Project Manager

Responsibilities:

• As member of the Global Telecommunication team, assisted in managing PMO programs for the worldwide call centers.
• Worked with businesses to define project scopes and finalized telephony requirements.
• Helped manage project managers to complete multiple projects simultaneously (total about 46) within each quarter. Generated monthly performance reports to stakeholders and senior management.
• Assisted the Program Manager to manage and supported the development of organizational processes to improve program execution speed and effectiveness.
• Spearheaded implementation of operational and system improvements to achieve the strategic goals for the unplanned call center requests program. Expanded the program by accepting 50% more projects each quarter and reduced the time to collect requirements by 25%.
• Collaborated with cross-functional teams to streamline internal purchase requests process that reduced TAT for new domestic and international phone numbers by 50%.
• Led 5-member team to design, plan, and setup a new call center for HR to pilot live support - project completed 2 days ahead of schedule and with zero issue during go-live.
• Designed a questionnaire to gather requirements, which improved quality of analysis and reduced collection time by 30%.
• Received appreciation from internal and external customers for patience and understanding their needs, achieving a 97% satisfactory customer rating.

IT Demand Analyst

Confidential

Responsibilities:

• Worked with cross-functional international teams to ensure IT infrastructure demand delivered when they are needed, encompassed identifying and mitigating risks.
• Designed and generated performance report to track demand and slides for status review with senior managers.
• Developed solutions for complex problems like reduced risk of late delivery by working with IT services delivery teams to identify root causes and impact. Worked with the business units to understand the risks and implement mitigation plan.
• Established demand management metrics and reporting foundation that are being used today.
• Resolved communication issues between customers and service delivery teams by implementing a communication plan, reducing the number of pings from customers and service delivery teams by 90%.
• Improved data quality between demand and delivery databases by developing report to identify discrepancies and create specifications to fix issues.
• Collaborated with delivery teams, Business Infrastructure Managers and Business IT Team to ensure 100% critical demand issues were addressed and drove them to a resolution.

Infrastructure Coordinator

Confidential

Responsibilities:

• Managed and monitored execution of server disposition companywide, ensuring all servers decommissioned, transferred, or moved before data center exit dates. Acted as point of contact for change management escalations.
• Identified and gathered requirements to develop processes to improve inefficiencies and to transfer assets internally.
• Drove and removed all roadblocks for the move-to-production requests, resulting in successful and on-time site-to-site migrations for over 50 applications.
• Worked with the application teams, infrastructure managers, and data center exit PMs to exit 330 data centers on time.
• Collaborated with the various IT delivery teams and change management to improve the approval process for infrastructure demand requests within 1 to 2 days, which normally take 7 days.