SUMMARY:

• Accomplished and service - oriented IT leader with a distinguished career and demonstrated success in defining, building, and optimizing best-in-class IT solutions within ever-changing corporate settings. Adept at managing technology improvement initiatives, collaborating with partners to analyze and interpret needs, gathering requirements, and automating business processes. A top-performing professional with proven expertise in reengineering enterprise-wide strategies and solutions to reduce costs, improve access to information, support organizational goals, and maximize technology investments. Consistently employ collaborative development methodologies to deliver breakthrough technologies and ensure optimal performance on complex projects and technical initiatives. A robust leader with ability to inspire excellence and create team culture based on performance and innovation. Outstanding interpersonal and communication strengths leveraged to train users, troubleshoot system issues, and ensure total client satisfaction.
• Strategic Infrastructure Planning
• Full Life Cycle Project Management
• Budget Administration and Forecasting
• End-user and Support
• Contract Negotiations / Vendor Management
• Business Process Automation
• Process Improvement Initiatives
• Customer Relationship Management
• Business Service Portfolio Development
• Waterfall and Agile SDLC Methodologies

PROFESSIONAL EXPERIENCE:

PRINCIPLE TECHNICAL PROGRAM MANAGER

Confidential

Responsibilities:

• Owned the relationship between IT and business units in the US Western region. Improved service delivery by working with functional area leadership to capture and prioritize business demand. Negotiated pricing and service level agreements with third party partners. Improved customer experience by leading gap analysis and implementing process improvement strategies within IT and business units. Increased the efficiently of the newly formed organization by managing the development lifecycle of multiple new enterprise and departmental SaaS solutions, including:

Confidential

BUSINESS RELATIONSHIP MANAGER

Responsibilities:

• Increased available data storage 75% through developing and strategically executing data compression and retention policies.
• Enriched customer experience and inspired performance excellence in end user support through coaching the staff on efficient support techniques and deploying solutions to monitor and patch end user workstations.
• Minimized service delivery time and project costs by developing and strategically executing processes for request intake, requirements elicitation, demand management and project management.
• Showcased the technical capabilities of Aptiv’s autonomous technology by architecting and strategically executing audio/visual solutions for a vehicle command center and permanent exhibition spaces.
• Facilitated global collaboration by strategically executing videoconferencing solutions for Zoom and WebEx.

Confidential

DIRECTOR OF BUSINESS ENGAGEMENT

Responsibilities:

• Reduced average requirements gathering time by 32% through developing and strategically executing innovative requirement elicitation methodologies.
• Enriched customer experience and inspired performance excellence in business analysts through adopting Agile techniques for business requirement collection and documentation procedures.
• Enriched customer experience and decreased time to market by developing and delivering project delivery lifecycle from request intake through project delivery and hand-off to software support.
• Streamlined information storage activities and ensured cooperation on team artifacts, including business cases, requirements, RFI’s/RFP’s, and vendor scorecards through employing a BA SharePoint site document library.
• Enhanced customer satisfaction and delivered a competitive digital signage technology roadmap through forming and leading a multi-functional team of business users and IT experts.
• Restructured unproductive digital signage campaign delivery process to guarantee time-efficient and cost-effective launch of campaigns.
• Slashed signage content player portfolio by 25% and developed signage architecture through working in close cooperation with product owners, marketing personnel, and hardware / software vendors.
• Saved more TEMPthan $1.5 million in terms of project costs by carrying out gap analysis and autanticating technology solutions for an underprovided project.
• Curtailed discrepancy in requirements documentation formats by 80% by tactically designing and developing requirements document template.
• Led, mentored, and developed subordinate business analysts and set exemplary standards of utmost commitment and dedication towards of organizational objectives.
• Conversed with QA team to streamline QA operations and assure the traceability between requirements, functions, unit testing, and user acceptance testing.

Confidential

IT MANAGER

Responsibilities:

• Optimized resource utilization and maintained ticket resolution times to the minimal by remodeling on-call support process.
• Built long-lasting relationships with end users, delivered uninterrupted service, and maintained improved employee morale.
• Enhanced team productivity by 12% by orchestrating service request intake process and defining service level agreements (SLA).

Confidential

TEAM LEADER

Responsibilities:

• Formed a collaborative cross-functional team of IT staff and business users to identify and implement process improvement initiatives for intake, requirements gathering, scope definition, testing, rollout, support handoff.
• Served as product manager for FileNet digital asset management system. Led requirements workshops, generated requests for proposals (RFP’s), vetted vendors and technology solutions, authored standard operating procedures and materials, and managed implementation project.
• Document management systems for powertrain engineering, enabling engineers to collaborate across physical locations and with external suppliers.
• State and federal audit tracking systems dat enabled tax affairs staff to collaborate and manage tax audit data to successfully defend the company against audits.
• Document management systems for powertrain engineering and tax affairs respectively