PROFESSIONAL SUMMARY:

• An accomplished Business Development, Business operations, Program/Project Management professional with experience in managing projects, cross - functional collaboration, customer escalation management and with unrelenting focus on customer satisfaction.
• Excel in analyzing complex problems/challenges while creating new insights to improve business processes and maximize use of technology.
• Goal oriented, strategic leader with business acumen, known for high quality standards, dynamic oral and written communication skills with passion for attention-to-detail.
• Combines strong organizational skills with the ability to independently plan and direct high-level business affairs.

TECHNICAL SKILLS:

• Business process development
• Business analysis
• Continuous process improvement, Change management
• Strong Organizational skills and Multi-tasking
• Customer Escalation Management
• Budget management and time management
• Team player with strong collaboration skills
• Pricing, Quoting, SoW, SLA management
• MS Office - Excel, Word, Visio, Power Point
• MS Project, SharePoint
• Smart Sheet, Excel VLOOKUP, Pivot tables & macros
• SDLC - Waterfall/Scrum, Jira, CA Agile
• Confidential routers/switches
• Confidential tools - CSCC, Confidential Ready, SAM, EoL, WebEx, Telepresence, Jive, Spark
• In-depth assessment of Confidential spare parts, MACD

PROFESSIONAL EXPERIENCE:

Project Manager

Confidential, NC

Responsibilities:

• Assess the current infrastructure state and recommend future infrastructure state to the customers
• Facilitate team meetings and cross-functional workshop sessions
• Scope definition, identifying stakeholders, stakeholder analysis, scheduling, estimating and assigning individual responsibilities
• Managed the project in Agile - charter creation, planning, execution organization (sprints), progress tracking, dependency management, identify & mitigate issues and risks
• Managing communication between the team members, managing team conflicts and managing the resources to ensure on-time completion of planned tasks
• Providing senior leadership and functional unit management with weekly & monthly updates on project status, KPI’s, issues, and risks
• Continuously Identify & make recommendations for improvement to existing processes & procedures
• Extensively used following tools - Jira, Smartsheet, Confidential docs and MS power point
• Successfully delivered Cyber security, IT transformation, Digitization, Smart city journey maps to DoD, DoJ, FBI, Public schools, various city governments

Project Manager

Confidential, NC

Responsibilities:

• Managed & Processed the incoming Last day of support (LDoS) Extension Requests starting from in-depth assessment to booking & entitlement
• Provide recommendation of latest infrastructure platform and managed migration projects for customers install base
• Managed the automation projects for MSS ES program using Agile Scrum methodology. This includes C2A Customer Letter web application and ES request web application projects with a combined budget of $1 million USD.
• Scoping, scheduling, estimating, identifying stakeholders and assigning individual responsibilities.
• Monitored, measured and reviewed project lifecycle progress.
• Delivering the project in time and within the budget
• Providing Metrics (KPI’s) and status updates to all stakeholders on weekly basis using power point presentations
• Facilitate team meetings and cross-functional workshop sessions
• Managed the entire customer experience, working cross-functionally with Account teams, Commercial teams, planning team (GSLO), TAC team, Supply chain, Contract management team and Customer partner experience (CPE)/Entitlement team.
• Ensuring meeting of all contractual key performance indicators (“KPIs”), service levels (SLA), and operating level agreements (“OLAs”) as determined within the Customer contract.
• Provide Customer recommendations during contract negotiations for supportable and executable terms included in agreements, amendments, Quoting and SOW’s.
• Extensively used following tools - JIRA & CA Agile, smartsheet, CSCC, EoL ES tool (ESC), Case management tool, Confidential Ready, SAM, Service finder, Confidential docs, box and Smartsheet.

Project Manager

Confidential, NC

Responsibilities:

• Coordinated five small projects at a time and managed budget of $1 million USD.
• Helped & managed projects in upgrading/migrating the customer infrastructure
• Identified and associated the resources throughout the project lifecycle.
• Managed global teams and Facilitated required training to team.
• Managed projects as per PMBOK guidelines
• Facilitated communication among the different functional groups.
• Created Weekly Reports, highlighted any relevant project issues and appropriate risk and issue logs.
• Monitored and measured Quality of the software to ensure the quality is maintained.
• Monitored, measured and reviewed project lifecycle progress.
• Hosted and facilitated project meetings with all the stakeholders.
• Communicated timeline to the customers and published the software to the Confidential connection online for customers to download.
• Helped customers in the following customer segments - Service Providers, large Enterprise Customers, Commercial, Federal, GET - within US & global
• Managed the entire customer experience, working cross-functionally with Sales teams, Engineering team, and other functions.
• Managed external engineering-level engagements with key customers, handled technical relationships, conducted periodic communication, and developed a deep understanding of customer needs/requirements.
• Extensively used following tools - MS Project, MS Power point, CSCC, Case management tool, DDTS

Software Engineer

Confidential, San Jose, NC

Responsibilities:

• Managed all resources necessary for customer issue resolution.
• Delivered leadership and guidance to technical support engineers and escalation engineers.
• Collaborated with the engineering counterparts to deliver proper tools, lab environments and processes to support the staff handling customer issues.
• Worked directly with Sales and engineering to manage the customer experience.
• Managed external engineering-level engagements with key customers, which provided closer insight to customer needs and requirements.
• Feature functionality testing & troubleshooting of L2 features - VPLS & HVPLS. Contributed from beginning until the full support of this feature and tested this feature in IOS & IOS-XR software.
• Installation & Configuration of Confidential ONS15454 (Sonet/Sdh) box using CTM.
• Executed the test plans using CTM related to Sonet Fault management/ Alarm & Event management, Provisioning, State machine, Performance management, basic forwarding and negative.
• Configuring & testing of L2 features - bridging, STP & RSTP.
• Configuring & testing L3 protocols - Rip, Ospf, Isis, Bgp, and Ip Multicast.
• Creating Test Plans/cases, Test Plan reports, Testing the software in all phase of testing cycle.

Software Engineer

Confidential, Mountain View, CA

Responsibilities:

• Qualification testing of TalonMX. The TalonMX is a highly scalable, 20 GB/s (OC192) light wave (SONET) transport system that features a flexible architecture designed specifically to reduce the cost of operations and services for metropolitan optical networks.
• Software testing of TalonMX by executing the test plans related to Basic forwarding, Fault management/ Alarm &Event management, provisioning and State machine.
• Participated in numerous release qualification tests.