SUMMARY:

• Successful techno - functional manager having more than 10 years of experience in infrastructure management, business analysis, project management, program management, product management and client management. Successfully led large teams (50+ individuals in cross-functional teams) and managed high visibility programs and projects such as ELearning Program in Confidential that catered to 300,000 Confidential customers worldwide and responsible for USD 20MM plus in revenue and recovery turnover every year.
• Proven managerial experience in the areas of product development lifecycle including requirements analysis, mapping to business requirements, and driving project management deliverables. Experience 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. Demonstrated history of strong analytical and organizational skills, with extensive proficiency in business analysis using tools such as WebSphere Business Modeler and Confidential Blueworks Live (similar to PEGA BPM, MS Visio etc), project management, business process re-engineering, service architecture, requirements and quality assurance definition/documentation. Significant experience in conducting full cycle RFI/RFP/ SOW process. Used 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 Confidential ’s Fortune 100 clients on technology enablement roadmap in middleware technology viz. WebSphere 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 Confidential HW/SW license sellers where Gaurav added value to Confidential proposals by building in skills/knowledge transfer to Software & Systems proposals.
• Most recently, directed the cloud technical enablement mission for Confidential ’s WebSphere Software Brand. Project Manager for the implementation of the state-of-the-art learning management system that involved technologies such as WebSphere Process Server, WebSphere Integration Developer, Tivoli Endpoint Manager, WebSphere Portal, and Confidential Blueworks Live. Implemented business critical application deployment dealing with cloud-based Digital Rights Management (DRM) system. Additionally, was the lead consultant of cross-brand Confidential Cloud Enablement Product Strategy Team. This team comprised of cross-brand Delivery Managers and Senior Project Managers (from Tivoli, Rational, Business Analytics, Websphere, Information Management and Industry Solutions) that played a vital role in defining Confidential ’s overall service strategy and drove product & service innovations such as Enterprise Mobility.
• Infrastructure management including application stack, Client Relationship Management using ITIL methodologies.
• Project Management, Service Delivery Management, Account Management, P&L Management.
• Managed IT consolidation, migration and transformation in server virtualization projects.
• Handled global resource planning and deployment programs.
• Designed and deployed business processes and services 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

TECHNICAL SKILLS:

Cloud: Computing, Big Data, Business Analytics and Optimization, Mobile.

Business Process Reengineering/ Mapping: Confidential Blueworks Live, WebSphere Business Modeler, MS Visio.

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 Infrastructure Leader

Responsibilities:

• Lead a cross-brand team of 50+ members as part of a business critical, high visibility program tied into Confidential ’s 2015 growth roadmap and fostered partnership between Confidential GBS and SWG.
• 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).
• Led a global organization of developers, project managers, Level 1 & 2 support staff and instructors that are pioneering and perfecting what is Confidential 's standard for remote to over 300,000 customers, business partners, and employees per year.
• Infrastructure Manager for the e-Lab on-Demand cloud infrastructure which was used by 300,000 plus Confidential customers worldwide and represented USD 20MM+ turnover in revenue and recovery.
• 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.
• Applied ITIL best practices in service management and implementations.
• Implemented the Sales Portal for technical sales enablement. Reduced turn-around time from 48hours to real-time.
• Project Manager for relocating Data Center from one location to another. Oversaw the work with contractors, vendors, and the network team, to setup a Data Center in a new location. Had to keep in mind, voltage issues, power issues, AC, space allocation, server rack space. Successfully moved 100+ servers/ computers from the Burlingame CA location to the Foster City location.
• 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.
• Provided consulting to Confidential ’s Fortune 100 clients on technology enablement roadmap in middleware technology viz. WebSphere 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 Confidential HW/SW license sellers where we added value to Confidential 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 Confidential ’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.