SUMMARY:

• PMP and ITIL v3 certified, currently part of operational management team
• Managing team of 16 stakeholders for outstanding service implementation and troubleshooting
• Experienced in interfacing with key business units including Finance, Operations, Human Resources, R&D, Marketing and Engineering in multi - cultural global arena.
• Delivered enterprise IT infrastructure for organizations biggest insurance client at data centres, call centres and 650 remote insurance agent locations
• Implemented business process improvement initiatives, mapping and documenting
• Supported vendor management and strategic sourcing processes
• Solid understanding of IT project management knowledge areas to deliver within Scope, Budget, Schedule and Quality based on PMBOK
• Instrumental in securing client's master service agreement for $85 MM in total contract value
• Experienced implementing SDLC (Systems Development Life Cycle) in agile environment
• Successfully deployed risk management skills and abilities across functional teams during implementations for outstanding project results
• Established strategic partnership with internal and external service partners to improve client experience for IT products based on CRF and contractual documents
• Effective leadership skills with ability to plan, organize, coordinate & document work. Adept at capacity planning, root cause analysis and business process management
• Project SME for end to end Confidential provisioning systems, minimising project costs and unforeseen risks
• Knowledge of standard business software such as Microsoft Office, Visio, Project & Clarity PPM
• Managed 650 plus locations nationally for our client Co-operators Insurance

TECHNICAL SKILLS:

Project Management (PMO): MS Project, Smartsheet, OpenAir; JIRA

Product/Operations Management: Pivotal, TFS, Kanban board, RingCentral, Box

Business Strategy Development/Planning: KPI, Workforce and 9 Box

E2E Test Management: Visio, Charting and MS Office

IT Outsourcing and Vendor Selection: Test Complete, UFT

Process Improvement and Quality Assurance: Salesforce, SharePoint

Partners: Cisco & Microsoft

PROFESSIONAL EXPERIENCE:

Confidential, Cambridge, ON

Team Manager

Responsibilities:

• Planning, scheduling and managing team of business analysts based on prioritization
• Leading and managing the project resources to confirm the requirements are met as per the expectations and as defined
• Managing a team of 12 ERP customer solution analysts nationally
• Spear heading product bug fixes, incident management and funded development opportunities
• Catering to public sector needs related to scoping, configuration, training, process improvements and post go live follow ups
• Well verse with smart sheet, box and ring central technologies
• Engaged in product planning activities
• Facilitate problem solving and collaboration to maintain healthy group dynamics
• Encourage creativity, risk taking and constant improvements
• Continual evaluation and recommendation for improving development and release processes
• Managed review of design, business, and system requirements along with client CSAT scores
• Managing and leading a team of analysts, consultants, developers and testers on several payrolls, property tax, utility, HRisMyway and data migration projects and troubleshooting
• Conducted reviews on ALM process followed and enforce the project team to follow the best practices throughout the SDLC
• Team assisting with test scenarios, coordinated User Acceptance Testing and sign off
• Metrics reporting and Presentation of project update/status to business stakeholders
• Implemented and followed up with the new testing techniques/methodology for testing 3rd party application and interfaces to meet the project requirements, plan and testing schedule
• Created and reviewed design, business, and system requirements
• Created test plans, test results reports, lead the team in design analysis and reviews, code reviews, validation readiness reviews, production readiness review and sign off
• Managed a team of developers and testers on multiple projects, new product development, maintenance and support
• Managed the human resource factor for the team
• Enforce best practices in SDLC as and when required based on PMI standards

Confidential

Project Manager

Responsibilities:

• Effective in bringing all the telecom partners together for streamlining client delivery
• Advanced project and change management skills
• Managed multiple project deliveries between $0.5-$2 MM besides operational initiatives
• Championed service issues on behalf of client for overall implementation success
• Led cross functional onshore and offshore teams to achieve excellence in service delivery
• Worked with business to confirm the tasks are completed on time by working with impacted business divisions as required per SLA
• Managed review of design, business, and system requirements
• Conducted contract compliance, and reporting reviews
• Mastered change management methodologies and billing tools for enterprise accounts
• Well verse in implementation planning and risk management
• Effectively manage stakeholder expectations related to project cost, time, and scope of deliverables
• Customer advocate within Confidential, driving changes through interaction with Sales, Marketing, Service Assurance, Implementation and Order Excellence
• Well verse with basic data networking technologies, Cisco LAN switches, WAN, ISDN, IP, VPN, ATM, Frame Relay, Internet and complex voice solutions
• Successfully liaised with other PM’s and program managers
• Managed test projects by developing estimate, strategies, design, test plan/summary, resource and cycle planning
• Facilitated review and signoff of the business requirements, technical specs, traceability matrix, test suites, test scenarios and test scripts developed for manual and automated testing
• Analyzed and suggested user-friendly features for the application, present to the project sponsors, prioritize, suggest solution, manage test process and implement
• Presented and reported test results (metrics) and progress to the project management and stake holders after every test cycle
• Mentored test team on E2E data validation at each stage of migration
• Worked with implementation team to confirm SDLC best practices are followed, Unit, Integration and System testing is performed at each stage of deployment

Confidential

Delivery Specialist

Responsibilities:

• Managed 635 sites for customer moves and change requests nationally ensuring insurance agents have workable tools to assist their clients
• Assured $2 million of revenue to Confidential by orchestrating enterprise revenue recovery project which lasted for 3 months
• Championed customer requests by taking ownership for clients internetworking & data services
• Analyzed and identified process bottlenecks for executive focus
• Facilitated requirement gathering, Re-testing and updating test documentation, release notes, manuals
• Participated in User Acceptance/Usability testing

Confidential

Pharmaceutical Sales Representative

Responsibilities:

• Developed detailed sales plan and approach to meet the desired revenue outcome
• Implemented product life cycle management and its impact on sales growth
• Arranged speaker programs and group meetings for leading doctors in assigned territory on specific products and diseases
• Successfully surpassed sales targets on consistent basis month over month
• Managed pharmacies in assigned territories to ensure product replenishment in relation to doctor prescriptions generated based on sales campaign
• Worked with healthcare community to identify and document drug patterns which resulted in safe guarding and growing sale of Confidential products