SUMMARY:

• IT professional with 16 years of experience in delivering strategic and tactical technology solutions to meet business goals.
• Strong experience being the strategic interface to business with the purpose of business - IT strategy development, solution discovery, project delivery and relationship management
• Skilled at partnering with internal IT teams and external vendors to ensure high quality service delivery of support for IT solutions meeting SLA and proactively driving efficiencies by continuous process improvements.
• Strong presentation, coordination, facilitation, engagement and communication skills to deal with all levels of management.
• Strong industry experience in product, portfolio, service delivery, business relationship, project and vendor management
• Self-starter and result oriented, adept at successfully delivering business solutions amidst changing business environment
• Demonstrated project leadership skills with a proven track record of success

PROFESSIONAL EXPERIENCE:

Confidential, San Ramon, CA

Sr. Service Delivery / Business Relationship Manager

Responsbilities:

• Single point of contact for Loyalty and Commercial Card business customers, accountable for their IT needs.
• Built strong IT relationships with internal IT teams (Network, POS, DEV) and vendors like Safeway/Albertsons (Fuel Rewards), Fleetcor (Commercial Cards), Brierley+Partners (Extra Mile), OFG (Canadian Loyalty Partner)
• Lead assessment of potential IT opportunities. Assessment included scoping, estimating costs, and developing business case.
• Lead the monthly portfolio reviews to discuss upcoming IT initiatives, sharing updates on current IT projects with business partners for the entire portfolio. This significantly improved the alignment with business.
• Developed and maintained a 5-year roadmap, Capital/Opex plans that feeds into the annual prioritization process for discretionary spend
• Drive resource management process across Americas Product IT to match approved demand (projects). Coordinate resource allocations as demand changes
• Coordinate resources to help identify the root of complex problems and develop and execute on a plan for resolution
• Drove a constant focus on improving reliability across Loyalty and Commercial Card projects by proactively identifying and mitigating risks.
• Managed weekly review of incoming requests across multiple business users, and facilitated prioritization, planning and execution per desired timelines.
• Lead a project to switch Confidential ’s debit card processor to BAMS ( Confidential Merchant Services) on an aggressive schedule to on-time and under budget completion. The project resulted in $10M annual savings to Confidential .
• IT Lead on the Confidential Fuel Rewards deployment with Safeway/Albertsons across the Confidential network. Single point of contact to support the expansion of the program with Albertsons.
• IT Lead on the Confidential Extra Mile Extras Loyalty program deployment in 2017. Engaged with business on a rigorous RFP process to select a vendor solution that met Confidential immediate needs and managed deployment of the solution i2017. Managed product roadmap, and operational deployment of program enhancements and addressed reliability issues.
• IT Lead on the Confidential Commercial Card RFP in 2016. Actively involved in engaging with business through all IT components on the RFP from questionnaire, scoring, vendor selection, IT contract terms (accountability for key IT capabilities, SLA’s)

Confidential, San Ramon, CA

Service Delivery / Business Relationship Manager

• Managed detailed analysis of new ERP (SAP) and Pricing application enhancements desired by the business, tracked approval via the governance process and managed timely completion of the changes by the IT teams.
• Facilitated monthly CAB (Customer Advisory Board) meetings for Pricing and Product Volume Controls (SAP) to drive reliability status reporting and accountability.
• Coordinated resources to help identify the root of complex problems using 5-why analysis, developed solutions for resolution and managed deployment within expected timelines.
• Lead the pricing CPS (Commercial Pricing Systems) reliability project to significantly improve the reliability of the CPS application. This resulted in 20% performance improvement and provided superior customer satisfaction. Coordinated the installation of the production release for data partitioning. This resulted in significant reduction in critical and high priority tickets after the release was executed.
• Managed weekly planned work for the pricing team using Agile framework, including backlog reviews, prioritization, planning and ensuring project execution is completed within desired timelines

Confidential, San Ramon, CA

Sr. Business Analyst/Project Manager, Global Retail Pricing Applications

Responsibilities:

• IP Coordinator for the Global Pricing Applications Team. Ensuring pricing applications are IP compliant.
• Managed the Marketing Applications QA group (4 Contractors) for all key Marketing IT applications. Proactively volunteered to assist pricing team lead with managing the QA group. Took on the role when the QA model was influx and customer confidence was low on the QA capability. In few months, helped define the QA model, improve the resource pool and strengthen the Marketing IT QA capability.
• In preparation of audit, led the efforts for assessing the pricing applications (CHIPS, COPS, CPS) for compliance with the General Application CIRS controls. Coordinated with Team Lead, Marketing IP Coordinator and Downstream Compliance Coordinator, to analyze the IP controls, identify and remediate the gaps. Instrumental in developing and rolling out new ever green processes in areas of Change Management, release management, etc.
• Led the conversion of global retail pricing applications from client server to web applications. Partnered with pricing business user to elicit requirements, create prototypes, and identify/implement efficiencies in the pricing processes. Also managed the project team to ensure timely deployment of the web version.
• Globally deployed the two pricing applications to various countries in Asia Pacific, Africa, and North America. Travelled to various countries to understand pricing processes, and implemented enhancements in pricing applications ensuring pricing applications adopt the needs of various countries.
• Proactively identified opportunities to bring OE efficiencies in the team. Key member of the team and partner with team lead to make strategic decisions, build and track projects in business plan.

Confidential, San Ramon, CA

Business Analyst Consultant

• Elicited requirements from customers for custom Domino application development
• Documented functional requirements and reviewed with customers for sign-off.
• Coordinated with onsite and offshore developers to get the development completed, and manage on-time delivery of solution.
• Provided demo of collaboration tool to customers from various groups to show the capability of the tools.

Confidential, San Ramon, CA

Business Analyst

• Idea Central was a collaborative Lotus Domino vendor application. My responsibility was to understand the application, coordinate installation in Confidential, configure the tool, test the applications, and support end users.
• Quickly resolved issues reported by Customers. Complex issues required working with the Vendor and server admins to troubleshoot the issue and install patches.
• Prepared scope document with a high level estimate, wrote detailed functional specifications, made DRB presentation along with Project Manager and Customer.
• Worked with the customer and developer to design solutions for data entry, usability, and other processes, wrote test plans, performed extensive testing and coordinated bug-fixes.

Confidential

Java Developer

• Coordinated with BAs, Shared Server admins to execute the final cut over plans for all CBEST ( Confidential Business Electronic Support Tools) applications. This application was the external facing portal for retailers and marketers.
• Application developer for all CBEST applications.