SUMMARY:

• Successful Program Manager having more than 10 years of experience in business analysis, project management, product management and client management. Proven managerial experience in the areas of product development lifecycle including requirements analysis, mapping to business requirements, and driving project management deliverables. Techno - functional manager in the following diverse industries; information technology enabled services (ITES), application managed services, business process outsourcing (BPO) and healthcare. Expert in applying SDLC, Agile and Scrum development methodologies for product and service implementation and release. Managed multiple projects and releases simultaneously. Worked on release planning, management and running release calls working closely with the stakeholders and project managers.
• Proven track record of driving and exceeding revenue targets, as well as team success across organization and regions. I have worked in well known multi-national companies such as Dell, HP, Wipro and IBM. I have demonstrated history of strong analytical and organizational skills, with extensive proficiency in business analysis using tools such as Confidential Business Modeler and IBM Blueworks Live (similar to PEGA BPM), project management, business process re-engineering, service architecture, requirements and quality assurance definition/documentation. Significant experience in conducting full cycle RFI/RFP process. Familiar with ITIL Framework. Team player with excellent business communication and presentation skills, and ability to interface with business across all levels.
• More than 1 year experience in the healthcare industry. Worked as Business Systems Analyst and Consultant, Product Development in Confidential . Worked with Vice President, Product Development & Strategy, advised on product implementation strategies and technology best-practices and architecture. The company had the mission to deliver the needed resources to care providers, Confidential ts, and businesses that seek to substantially improve Confidential t care using technology and/or innovative .
• As an Engagement Manager, provided consulting to IBM’s Fortune 100 clients on technology enablement roadmap in middleware technology viz. Confidential Process Server, Integration Developer, Enterprise Service Bus, Business Modeler & Monitor. Managed client’s USD 1MM plus technology enablement budgets to ensure best ROI. Built relationship of trust with clients, from Senior Execs to Procurement. Built win-win relationships with IBM HW/SW license sellers where I added value to IBM proposals by building in skills/knowledge transfer to Software & Systems proposals.
• Most recently, directed the cloud technical enablement mission for IBM’s Confidential Software Brand. Project Manager for the implementation of the state-of-the-art learning management system that involved technologies such as Confidential Process Server, Confidential Integration Developer, Tivoli Endpoint Manager, Confidential Portal, and IBM Blueworks Live. Implemented business critical application deployment dealing with cloud-based Digital Rights Management (DRM) system. Additionally, was the lead consultant of cross-brand IBM Cloud Enablement Product strategy team. This team comprised of cross-brand Delivery Managers and Senior Project Managers (from Tivoli, Rational, Business Analytics, Confidential, Information Management and Industry Solutions) that played a vital role in defining IBM’s overall service strategy and drove product & service innovations such as Enterprise Mobility.
• Infrastructure management including application stack, Client Relationship Management.
• Project Management, Service Delivery Management, Account Management, P&L Management.
• Managed IT consolidation, migration and transformation in server virtualization projects.
• Achieved customer retention goals, improved sales and revenue profitability.
• Handled global resource planning and deployment programs.
• Designed and deployed business processes using ITIL and Six-sigma methodologies.
• Organized product/software/services business plans and market strategies (technical and non-technical).
• Managed multiple projects and releases simultaneously. Worked on release planning, management and running release calls working closely with the stakeholders.
• Talented at quickly bringing divergent opinions to agreement and moving projects towards successful completion.
• Management Consulting
• Business Analysis
• Project Management
• Program Management
• Service Delivery Management
• Release Management
• Managing stakeholder relationships
• Engagement Management
• Managing International Projects
• Managing Virtual Teams
• Managing E-Learning Business
• Data Modeling and Analysis
• Contract Negotiation
• Strategic Management
• Business Process Engineering
• Marketing
• Product Management
• and Development
• Crisis Management
• Contingency Planning
• Communication Planning and Management development and deployment projects
• Experienced in focused delivery, implementation and release of the following projects:
• Sales Portal using Confidential and Adobe.
• Development and installation of next generation E-Lab On-Demand infrastructure.
• Automated reporting with Learning Management System using Cognos, Confidential & Tivoli.
• Social Communication Platform for effective project management using Lotus.
• New product Virtual Learning Environment (VLE) using Confidential and Cast Iron.
• Digital Rights Management (DRM) solution for protection of material.
• Large-scale roll-outs including requirements gathering, courseware development, and service delivery strategy.
• Implementation of E-Learning infrastructure (Development, Delivery and Support) in China.
• Issue tracking tool for better customer support.
• Development of Self Paced Virtual course to improve customer satisfaction and reduce support costs.
• Transition of HP technical support helpdesk from client’s environment in Boise, Idaho to BPO Environment in Wipro BPO, India.
• Experienced in focused business analysis and research in the following:
• Document service delivery processes using IBM Blueworks Live.
• Re-engineer service delivery process for higher efficiency to drive customer retention and improve profitability.
• Improve project communication using social communication platform.
• Vendor selection for digital rights management service providers based upon business requirements.
• Real-time speech translation and close captioning technology for online delivery.
• Industry analysis to summarize and evaluate short and long term healthcare industry trends.
• Analyzed Automated Meter Reading technology trends used by utility companies in San Francisco Bay Area.
• Six-sigma green belt projects for improving First Time Resolution Rate (FTR) and Average Handling Time (AHT) in Dell contact center.

TECHNICAL SKILLS:

Technology and Tools: Technologies and Practices Cloud - Computing, Big Data, Business Analytics and Optimization, Mobile. ITIL Framework. Tools Business Process Re-engineering: IBM Blueworks Live, Confidential Business Modeler. Remote Learning and Collaboration: Saba Centra, Lotus Live, Lotus Connections, WebEx, Lotus Notes. Advanced Statistical Analysis: BRIO,COGNOS, SPSS, MS Excel. Project Management: MS Project, OpenProj. Productivity tools: MS Office, Power Point, Adobe PhotoShop, BiTools Sales.

WORK EXPERIENCE:

Confidential, Santa Clara, CA

Program Manager and Cross-Brand Leader

Responsibilities:

• Managed all aspects of service delivery to client. Oversaw projects geared towards the development, deployment, sales and delivery of technical enablement services (both consulting and traditional online and offline enablement).
• Implemented the Sales Portal for technical sales enablement. Technologies used were Confidential Portal, Confidential Business Modeler and Adobe Dreamweaver.
• Project Manager for the development and installation of next generation SPVC platform. Technologies used were Confidential Process Server, Confidential Integration Developer, Cast Iron, IBM Blueworks Live and Confidential Enterprise Service Bus.
• Project Manager for automated reporting. Led the project from initiation to go-live phase. Technologies used were Confidential Portal, Tivoli Endpoint Manager and Cognos Reporting.
• Implemented social communication platform for effective Project Management. My role in the project was that of project manager and technology specialist. Technologies used were Lotus Notes and Lotus Connections.
• Implemented new product Virtual Learning Environment (VLE). Role in the project was of Project Manager. Technologies used were Confidential Process Server, Cast Iron, Confidential Enterprise Service Bus.
• Managed the development and deployment of Test Course for external customers. My role in the project was of project Manager and Program Manager.
• Led the initiative to implement DRM solution for protection of E-Learning material.
• Led a global organization of developers, project managers, Level 1 & 2 support staff and instructors that are pioneering and perfecting what is IBM's standard for remote to over 100,000 customers, business partners, and employees per year.
• Lead Consultant for a cross-brand team of delivery managers and senior project managers to define overall service strategy and drive product and service innovations such as enterprise mobility.
• Implemented and rolled-out key strategic initiatives such as cloud-based DRM solution, social collaboration application development & deployment, continuous improvement in e-lab on-demand infrastructure.
• Created pricing & product bundling strategies to drive sales, maximize ROI and maintain innovative advantage.
• Managed an international team (2 team leaders, and 12 support staff) of Level 1 and Level 2 support personnel.
• Provided consulting to IBM’s Fortune 100 clients on technology enablement roadmap in middleware technology viz. Confidential Process Server, Integration Developer, Enterprise Service Bus, Business Modeler & Monitor.
• Project Manager for large-scale technical enablement roll-outs in the insurance and high-tech industries, including managing requirements gathering, courseware development, and service delivery strategy.
• Managed client’s USD 1MM plus technology enablement budget to ensure best ROI.
• Built professional relationships directly with clients, from Senior Execs to Procurement.
• Built win-win relationship internally with IBM HW/SW license sellers where we added value to IBM proposals by building in skills/knowledge transfer to Software & Systems proposals.
• Exceeded quota each year as a result of implementation of signings as core metric that saved clients money by investing up-front in their employee’s annual skill development.
• Played lead role in customer facing sales calls and delivered presentations to establish value of our services for the success of client’s projects.
• Completed various projects related to marketing, operations management, sales, and studied competitive market landscape for IBM’s technical enablement services. Studied resource utilization and made recommendations to improve productivity, created jump start guides for effective employee orientation and induction.
• Studied the full life cycle of service delivery to clients from sale, contract, delivery, customer satisfaction, post sale and resale. Provided appropriate recommendations for process efficiency and effectiveness by using JIT and LEAN methodologies, Ishikawa diagram, Force Field Analysis, Network diagrams and Swim-lanes.
• Deployed projects geared towards improvement of productivity, efficiency and effectiveness of the service delivery team (Forecast DB, Design of KPI's and Reporting Matrix, "How to" material, Sales estimation spreadsheets, Quote generator and Sales portal).

Confidential

Business Systems Analyst and Consultant, Product Development

Responsibilities:

• Confidential gave healthcare providers the ability to track, manage and develop professional role competencies, which optimizes the use of each clinician’s knowledge, skills and abilities within the expectations of their role.
• Worked with Vice President, Product Development & Strategy, advised on product implementation strategies and technology best-practices and architecture.
• Conducted a thorough research on Hospital industry and focused the research on two major healthcare providers Tenet and Universal Health Services (UHS). Analyzed the competitive market landscape, conducted SWOT Analysis, External Factor Evaluation Matrix, Internal Factor Evaluation Matrix and Value Chain Analysis.
• Provided consulting for strategy in: data collection, product launch, and report generation.
• Provided business requirements and product specifications to engineering team for future development.

Confidential

Senior Executive/ Assistant Manager, Talent Transformation

Responsibilities:

• Led the transition of HP Imaging and Printing Group’s technical support helpdesk from client’s environment in Boise, Idaho to BPO Environment in Wipro BPO, India.
• Led the project from initiation until the go-live phase.

Confidential

Technical Support Coach, Dell Technical Support

Responsibilities:

• Managed a team of 20 technical support consultants and organized re- programs in their identified areas of improvement.
• Participated in Six-sigma business process improvement projects geared towards improved productivity, efficiency and effectiveness of processes and tools.