SUMMARY:

• Highly accomplished, results oriented IT Manager with comprehensive experience in leading Technology teams, Strategic positioning, Business process management, Continuous value delivery harnessing Client relationship, Business Continuity, Availability and Compliance.
• Over 10 years of experience leading enterprise wide projects, aligning IT Infrastructure per business needs.
• Executed Project Management duties comprising project planning, performance reviews to track and execute multiple global projects ensuring completion of scope, risk mitigation, capacity and resource management.
• Proven success through granular data analysis and cross - functional benchmarks to maximize cost effective results while integrating robust mechanism to achieve timely delivery of projects, services and support with optimal utilization, cooperating high-level decision making on capacity and financials.
• Streamlined projects by identifying risks between business and technology functions, defining specific road maps to alleviate and bridge the gap for maximizing process effectiveness.
• IT Service Management overseeing Operations, Strategic business planning and alliances, Technology development and IT procurement.
• Noteworthy business domain knowledge in implementing process improvements driving new end-to-end Service Delivery practices across entire IT function allowing the organization to establish a baseline, plan, implement and measure growth while demonstrating compliance.

TECHNICAL SKILLS:

Processes : ITIL, Lean Six Sigma, Scrum, Agile, Waterfall, ISO/IEC 20-000

Microsoft : Project, Excel, Visio, PowerPoint, Word and Outlook

Applications : IBM IMS, SAS Components, Putty, Teamcenter, RSA ACE, IBMDandelion, Service Now, HP Project & Portfolio ManagementCenter, HP Service Desk, Remedy Tool, Clarify, Gomez, BAC,Hobbit and NICE

PROFESSIONAL EXPERIENCE:

Confidential, DETROIT, MI

IT Project Manager

Responsibilities:

• Effectively handled global product management and software development processes, directing all operations for installation and service provisioning of IT systems.
• Successfully led international project teams with 34 direct reports, on Application Development and Maintenance, Advanced Analytics, Server Migrations, Software Security and Operations making key contributions and improving operational efficacy.
• Prepared, presented, and delivered level of effort estimates for multiple projects each over three applications.
• Ran weekly meetings with Client and Development teams to discuss status and upcoming deliverables.
• Developed and maintained detailed project schedules and delivered status reports to IT management.
• Coordinated effort across teams, including development, test and client.
• Provided guidance and mentored team members on how to estimate portal project tasks and develop project timeline.

Service Delivery Manager

Responsibilities:

• Directed day-to-day management and governance of complex information technology and digitization projects including planning, design and implementation of the ITIL Framework.
• Ensured service level agreements in connection with contracted services were maintained and achieved meeting Client expectations focusing on the quality of services delivered.
• Developed statistical performance data for weekly Op review meet with IT Leadership and stakeholders to be able to examine delivery management, identify gaps if any and close them for continual customer satisfaction and reference-ability.
• Driven service improvement projects based on Lean and Six Sigma methodologies to improve services delivered to the business and its customers whilst driving down cost.
• Streamlined projects per ISO/IEC 20-000 guidelines by identifying risks and mitigating them and was involved in Quality and maintaining documentation for various Audits performed.
• Successfully led DR and BCP for business continuity and seamless operations during crisis along with Drill simulations to assess and revisit Risk Priority Number, Recovery Point Objective & Recovery Time Objective.
• Developed and delivered project for GE Capital Retail Bank with team of 21 and a total approved funding of $915,600 USD.
• Effectively expanded Service Desk capabilities driving new end-to-end service delivery practices across the entire IT function.

Incident Manager

Responsibilities:

• Instrumental in building major incident management procedures and in creating and implementing effective approach to problem management.
• Successfully led IT Outages coordinating with specialist technical groups, established resolution or workaround as quickly as possible to restore the service minimizing the impact on business operations thus ensuring that the best possible levels of service quality and availability are maintained.
• Generate account performance and management reports on request or as per schedule.
• Analyze and review service performance against defined SLAs and OLAs.
• Resolute and preemptive monitoring, ensuring highest availability and performance of critical applications.
• Supervised Service Desk and Service Delivery team based offshore.

Process Coach

Responsibilities:

• Dynamic Quality Monitoring & Coaching - Aligned with Genpact IT Training function as a Process Coach and SME, conducted Technical and Soft Skills Training for New hires and chaired team huddles/meetings articulating process excellence & SOP updates.
• Comprehensive Audit Trial - Executed random audit of Voice service & Documentation and further provide feedback for superior quality and to alleviate security risks.
• Impeccable Knowledge Management - Ensured timely SOP updates, verifying existing reference articles on KB repository and conducted regular knowledge tests.
• Robust New-hire Integration - Closely monitor the performance of on-boarded resources from go-live till they reach learning curve to ensure smooth transitioning.
• Immaculate GDC Audits - Meticulously driven Global Development Centre audits to ensure adherence to data security, compliance and prevention of critical data loss.

Lead Associate

Responsibilities:

• Effectively delivered IT Infrastructure support to global employees of Aviation, US-Military & Air-craft Engine designers, Rail and Global Signaling in GE.
• Controlled critical outages and worked with L2 technicians to fix them within agreed service levels.
• Skillfully led daily project activities and analyzed metrics resulting in optimal results.

Voice Support Officer

Responsibilities:

• Proficient in configuring routers, dial-up modems and smart troubleshooting of ISP related Dial-up, Broadband and High speed DSL issues.
• Expound EarthLink enhanced proprietary software & tools for secure and productive browsing.