SUMMARY:

• Project Management Professional with over 14+ years of experience managing complex, high visibility, strategic IT programs & infrastructure projects with enterprise - wide global deployments across fortune 500 enterprises within banking, telecom, and internet industry .

• Project Management / Business Analyst experience including kickoff, planning, execution, monitoring & control & Closing. End to end implementation of various telecom / infrastructure & Banking related projects.
• Service Delivery & Support experience including managing telecoms team & People Management within Project Management framework.
• Risk & Issue Management
• Performing internal risk analysis, and overseeing external risk assessments.
• Maintained risk Management capability for identifying, tracking and prioritizing risks for ITand Business
• Part of global PMO team
• Expertise in budgeting and pricing of large scale infrastructure projects
• Project Reports: Status Report, Dash Board updates, Weekly/Monthly/Biweekly reports, Risk Inventory report, Issue report, Executive Summary Report.
• Knowledge of Banking Domain, Infrastructure project management methodologies (PMP, Prince2). ITIL based Service Delivery model along with expertise in remote management and Onsite/Offshore project delivery operations.
• Familiar with and utilizedAgilemethodology.
• Organized theScrumofScrums(SoS) calls and escalated all cross-track issues and facilitated inter-track issue resolution
• Successfully established and managed PMO. Reduced costs and improved project efficiencies through centralized services and by implementing standardization. Skilled communicator often involved in co-ordination of large number of groups with varying skills at multiple locations to accomplish tasks and goals.
• Well verse with ITIL based change management, incident management, problem management, CMDB best practices.
• Skilled communicator equally adept at delivering complex technologies; leading teams to accomplish tasks and goals. Proven ability to analyze the business needs and deliver on time and within budget, the technology and infrastructure needed to accomplish the objectives.
• Hands-on: Verint call recording solution; IP-telephony environment; Hardware procurement; LAN - WAN, network integration and network administration of Windows Servers; Incident Management; Problem Management; Change Management. Implementation of change records for upgrade of applications, rollout of security patches & applications in Confidential . User acceptance testing of application; and Building collaterals; migration documents (e.g. Pre-migration, Operational Migration Document, IT User Requirement, Performance Level Agreement), documents and support metrics documents
• Customers, Vendor & Tools: Nortel, Cisco, CTI, Verint Witness Recording Systems, eWFM.

TECHNICAL SKILLS:

Environment: s: SMS - System Management Server, Windows Server 2003 / XP / NT /, BES- Blackberry Enterprise Server.

Applications: MS Office Suite, MS Project, GSD, Service now

Email Client: Lotus Notes; Outlook

Database: SQL and MS Access

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, California

Project Manager/Business Analyst

Responsibilities:

• Project included upgrading Verint application 7.8 to V 1.11 for 4 major contact centers
• Hybrid role of a Business Analyst (gathering PMO / reports requirements, documenting, create communications) and Project Manager (understanding the full Portfolio process, understanding excel/budgets, creating PowerPoint slides) for utility company.
• As a Project Manager involved in risk management, resource management, stake holder management, project forecasting.
• Identifying and mitigating risks, and creating and managingprojectplans through their complete life cycle.
• Stake holder management: Extensive stake holder management which involved managing stake holders from various business entities.
• Manage vendors / business partner researching current external and internal IT and business risk and proposing solutions to mitigate new risks, and monitoring and assessing internal risk to proactively identify potential new threats and escalating as necessary.
• As a BA worked with various business units to analyze complex business requirements and document them as technical requirements
• Experience working with Project Management methedologies such as: Agile, Waterfall
• Advise management and PMO on matters concerning IT risk and controls for senior management to present to board of directors and audit committee.
• Coordinated resolution of issues across teams and communicated overall program status in order to ensure on-schedule completion of work and alignment with executive management expectations
• Communication Management: As a project manager responsible for daily / weekly/biweekly project updates to Senior Management and the project team along with dash board update for Senior Directors.
• Vendor: Working closely with the vendor for all the upgrades and maintaining coordination with the vendor and project team.
• Experience in working within a formal corporate PMO, which providedprojectgovernance utilizing standardprojectmanagement methodologies.

Confidential

Project Manager

Responsibilities:

• Roles have included project management and governance, program management, resource allocation, stakeholder management, project forecasting, performance analysis & metrics design, process improvement, relationship management, and management reporting
• Business analysis experience including working independently on large, complex projects to enhance production software systems/ application upgrade
• Ability to analyze complex business requirement
• As a part of PM team conducted regular audits on projects to identify new and existing risks and help project managers comeup with plan to metigate risks.
• Works with external and internal stakeholders to identify and mitigate operational risks within the business line.
• Exceptionally strong ability to communicate in writing and verbally on both business and technical subjects with all levels of management; possesses strong interview and meeting facilitation skills
• As a part of PMO redefined project documentation and streamlined processes, Implemented best practices in project management and requirements management based on guidelines from the Project Governance office
• Responsible for solution engineering and implementation project costing in the enterprise and contact center voice domains.
• Lead Project Cost Estimation initiative to coordinate and request pricing from various 3rd party vendors for new installations, designs, and migrations for technology solutions.
• Mentored rescouces across business analyst teams
• Understanding of Product / System developement life cycle
• Coordinated with vendors from Cisco, Insight and Riverbed to estimate budget for new equipment’s and rack & stack required for new infrastructure.
• Supports cross tower teams in engineering solutions across multiple product environments.

Confidential

Project Manager

Responsibilities:

• Product owner for Verint Call recording solution in US which deals with Full time and part-time recording and provided L3 support to ensure product stability.
• Worked with Configuration Management Database (CMDB) team to maintain asset information for the Data Centers. To include: Tracking and controlling all changes made in the Data Center, adding new assets, removing assets, and disposal of assets.
• Validate with Cyber Security and Engineering team that all project and accreditation information is correct in CMDB.
• Work closely with system administrators and other stakeholders to collect data needed to maintain the integrity of the CMDB.
• Assist in developing change request requirements in relation to record keeping purposes for the CMDB.
• Work closely with the DSS, Server Groups and the Vendors to resolve issues.
• L3 support includes monitoring the servers, recorders and networks, maintained systems reporting, tuning and performance optimization, expansion and upgrades.
• Involved in various Telecoms & Non Telecom Projects & Programs to enhance Product stability.
• Tracking Project deliverables and milestones on regular basis and keep all the stakeholders informed on project status.
• Major involvement with all Production Releases and coordination of activities
• As a Project Manager lead implementation, support and maintenance of the Verint platform across multiple call centers within Confidential
• Hands on: CTI applications, IVRs, Unify, database and application server.
• Supports cross tower teams in engineering solutions across multiple product environments.
• Maintain Project Dashboard, Project Performance Measurement against KPI's, and established SLA's

Confidential

Business Analyst

Responsibilities:

• Facilitated implementation of call center telecommunication system solutions through effective requirement gathering, design, configuration, implementation and extensive vendor coordination. follow-up activities, and ongoing support.
• Performed gap analysis, regular documentation updates and organized them for fast and easy retrieval
• Responsible for revising project plan and communicating to the team with ongoing project activities by conducting weekly project review meetings
• Involved throughout the project lifecycle including implementation, support and maintenance of the Witness platform across multiple call centers within the Confidential infrastructure and to ensure the platform remains stable with minimum impact on business.
• Created a process for proactive monitoring ofservers, recorders & networks and analysis &resolution ofadhoc issues.
• Prepared and designed various ad hoc reports as request by the Business unit.
• Developed and maintained relationships with all applicable vendors that provide services for the Witness/Verint Platform
• Participate in on-Call schedule on a rotational basis.

Confidential

Business Analyst

Responsibilities:

• Responsible for working with operational departments to analyze gaps in business processes for and formulate long and short term solutions. Responsibilities encompass workflow analysis, planning, change process and management of the system enhancement processes.
• Partner with operational leaders and their staff to determine process and system needs which includes leading, managing and implementation processes with a focus on continuous improvement.
• Assist in managing processes from origination to completion and defining the technical and functional requirements as well as assisting with project planning.
• Created templates for Quality Assurance with detail understanding of business process and applications, customer needs and priorities.
• Assist in the project management process which includes planning, defining scope, design, testing, quality assurance, compliance, system documentation and user .
• Develop business requirements definitions and adhere to client requirements
• Demonstrate strong analytical and problem solving skills, ability to work well with people from many different disciplines with varying degrees of experience.
• Has the ability to adapt to a dynamically rapid changing business in a technical environment with ability to maintain confidentiality.

Confidential

Business Analyst

Responsibilities:

• Conducted business risk analysis to identify and develop effective risk mitigation strategies.
• Worked closely with development team to verify that business needs are fulfilled & deliverables are produced within specified budget, quality & time.
• Developed system requirements specifications encompassing Functional and Non-Functional requirements. Defined context of the system by creating various use cases.
• Assisted in documenting User Manual and facilitate UAT and provide follow up to resolve the issues.
• Coordinate monitor troubleshooting to isolate and diagnose common system problem. Document system events to ensure continuous functionality.
• Coordinate system testing, upgrade & configuration of system files and services. Ensure changes are in accordance with appropriate operating procedures.
• Utilize standard corporate tool to record change, service request and problem activity for tracking purpose.